Purpose

Use this procedure when a customer is unable to complete Ring device setup, connect to Wi-Fi, scan a QR code, locate a device during setup, or complete activation in the Ring app.

Customer Symptoms

Customer reports:

• Setup failed
• Cannot connect to Wi-Fi
• Incorrect Wi-Fi password errors
• QR code will not scan
• Device not appearing during setup
• Cannot find Ring setup network
• Cannot find home Wi-Fi network
• Cannot find address
• Device stuck in setup mode
• Device will not complete activation

Preparation Before Setup

Before troubleshooting:

• Verify the Ring app is updated.
• Verify the mobile device is updated.
• Have the Wi-Fi password available.
• Stay close to the Ring device during setup.
• Verify internet service is active.

Understanding Wi-Fi Compatibility

Many Ring devices support:

• 2.4 GHz Wi-Fi
• 5 GHz Wi-Fi

If a 5 GHz network does not appear during setup:

• Try connecting to a 2.4 GHz network.
• Verify the router is using a supported wireless channel.
• Verify regional Wi-Fi restrictions are not affecting setup.

Troubleshooting Steps

Incorrect Wi-Fi Password

1. Open Wi-Fi settings on the mobile device.
2. Select the home Wi-Fi network.
3. Choose Forget Network.
4. Reconnect using the Wi-Fi password.
5. Verify the mobile device connects successfully.

If the mobile device cannot connect, verify the password with the internet provider or router administrator.

Ring Device Too Far From Router

1. Move the Ring device closer to the router.
2. Retry setup.
3. If needed, install a Wi-Fi extender.
4. Consider a mesh Wi-Fi system for improved coverage.

Special Characters in Wi-Fi Name

Some setup issues may be caused by special characters in the network name.

Remove characters such as:

• '
• !
• @

• 
  

  
  

• $
• %
• &
• Extra spaces

Retry setup after updating the Wi-Fi network name.

Unable to Connect to the Internet

1. Verify internet service is working.
2. Test by opening websites on the same Wi-Fi network.
3. Restart the router and modem.
4. Verify firewall settings are not blocking the device.
5. Remove unnecessary Ethernet connections.
6. Retry setup.

Multiple Router Conflict

Using more than one router can create connection issues.

Recommended solutions:

• Use a single router.
• Configure bridge mode if multiple routers are required.

QR Code Will Not Scan

1. Verify adequate lighting.
2. Verify the QR code is clean and visible.
3. Check under the faceplate or battery cover.
4. Check the original packaging.
5. Check the setup guide.

If scanning still fails:

1. Select Manual Setup.
2. Continue setup using the device information provided.

Unable to Find Address

1. Enable location permissions for the Ring app.
2. Manually enter the address.
3. Verify the correct Ring account is being used.
4. Move the map pin to the correct location if needed.

Unable to Find the Ring Setup Network

Battery Devices

1. Verify the battery is charged.
2. Verify the device powers on.
3. Verify the device is in setup mode.

Wired Devices

1. Verify the power source meets Ring requirements.
2. Verify power is reaching the device.
3. Verify setup mode is active.

Additional Steps

1. Try setup using another mobile device.
2. Restart the Ring device.
3. Perform a power cycle.
4. Perform a factory reset if necessary.
5. Retry setup.

Unable to Find Home Wi-Fi Network

1. Move the device closer to the router.
2. Verify the Wi-Fi network is broadcasting.
3. Verify the mobile device can see the network.
4. Try using the 2.4 GHz network.
5. Restart the router.
6. Retry setup.

Factory Reset or Power Cycle

If setup repeatedly fails:

1. Perform a power cycle.
2. Perform a factory reset if necessary.
3. Restart setup from the beginning.
4. Reconnect to Wi-Fi.

Expected Outcome

The Ring device successfully enters setup mode, connects to the selected Wi-Fi network, completes activation in the Ring app, and becomes available for normal operation.