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Repair Issues with Your Ring Video Doorbell Elite's Companion App

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This guide will take you through the basic steps to troubleshoot and repair basic problems you may encounter with the Ring app on your smartphone or tablet.

? What kind of issues are you having with the Ring mobile app

  1. Ring device shows offline
  2. Trouble connecting to Ring device
  3. App connectivity issue
  4. Video issues
  5. Cannot sign in to app
  6. The app is not working as intended

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This guide will take you through the basic steps to troubleshoot and repair basic problems you may encounter with the Ring app on your smartphone or tablet.
If you get a message on your Ring mobile app that says your Ring Device is offline tap on the Reconnect to Wi-Fi button and follow the in-app prompts to see if that resolves the issue.
Mobile app showing device is offline

To reboot a router simply unplug the power cord, make sure that all the lights went off, keep it powered off for 30 seconds then plug the power cord back in.
Router with unplugged power cable

If your Ring device runs on battery, remove and replace the internal battery.

If your Ring device is wired to power, then unplug the device from the power outlet or turn off the power to it at the breaker box for 30 seconds, then turn it back on.

Check if other devices on the same network are having the same connectivity issue. This applies to situations when:

  • You are unable to connect to a Wi-Fi network:
    • Try connecting to the same Wi-Fi network with other devices.
  • You have no internet access or you have slow or intermittent connectivity:
    • Try loading webpages, watching online videos, listening to online music or playing an online game with other devices connected to the same network, preferably through an Ethernet connection.

Trouble connecting to Ring device
Receiving this error means that there's a problem in the data transfer between your Ring device and the app. As a result your Ring app is unable to display the video image from your Ring's camera.

Phones internet connection too slow
If you received the message pictured above in the Ring app, then you were trying to receive a live event at a time when your mobile device did not have good internet connectivity. A poor cellular or Wi-Fi internet connection can prevent your Ring app from functioning correctly.

There are two scenarios in which you can test the internet speed when relating to a Ring device:

  • You can perform the test in the location from where you want to access the Ring device either over Cellular or Wi-Fi internet, to find out whether your mobile device has a good enough internet connection there.
  • You can perform the test where the Ring device is located while being connected to the same Wi-Fi network as the Ring device, to find out whether the device itself has a good enough internet connection there.
  1. On your mobile device, open a web browser and visit http://ring.com/speed.
  2. Choose the Start button in the center of the gauge.
    Speedtest gauge
  3. Wait for the test to complete.
  4. For best performance, the Download and Upload speeds should be around 2 Mbps. If either are below 1 Mbps you may encounter issues when trying to access your Ring device.
    Speedtest results
Sometimes cellular signal can be weak inside buildings or in remote locations with sparsely-populated areas. To get better cellular reception you can move around the area or get closer to windows if you're inside buildings. Alternatively you can try switching to Wi-Fi for better connection.
To better assist you, please answer this question.

The device needs to be within a reasonable range of the router in order to connect and have the best connection speeds.

  • In general, in most homes, you can be up to 30 feet from your router for a decent connection.
  • From 30' to 50' away, the speeds will be slower, and may drop occasionally, but it should be usable.
  • Greater than 50' away, and the signal will most likely be too weak to overcome interference. The speeds will be slow, and the connection may be sporadic.

The above numbers are approximates only. Optimal range may vary based on router make and model.

A busy network can affect connectivity. If other people or unattended devices on your network are streaming video or audio, downloading content, heavily using the internet while you are trying to use it at the same time, your device may have trouble establishing a connection, maintaining a stable connection or may just have slow network performance.

To reduce network usage you may want to turn off or disconnect from the network any devices that may be heavily using up the network.

Wireless signal interference can cause performance issues such as slow or intermittent connections and even complete disconnects. This interference involves the presence of:

  • Electromagnetic fields created by other electronic devices such as: Wi-Fi or Bluetooth capable devices, cordless phones, baby monitors, remote controlled toys, microwave ovens, seasonal lighting, garage door openers.
  • Structural materials in walls, floors, furnishings or other large objects.

To reduce wireless signal interference, look for any of the above devices, turn them off temporarily and check if the issue persists. If it does, then:

  • Consider moving the affected device or any of the other devices further from the affected device.
  • Alternately, if possible, you can select different wireless channels in the devices' configuration. Consult the devices' manufacturers documentation for details on how to make those changes.

The potential of structural materials to absorb wireless signal and cause signal loss or undesired behavior is as follows:

Interference Potential Type of Material
Low Synthetic material, wood, glass
Medium Brick, marble, water
High Concrete, plaster
Very High Metal

To reboot a router simply unplug the power cord, make sure that all the lights went off, keep it powered off for 30 seconds then plug the power cord back in.
Router with unplugged power cable

For the next steps, we need to determine what type of mobile device you have.
  1. Hold down the power button on your Android device.

    Depending on the manufacturer and model of Android device you have, the location of the power button will vary.

  2. A prompt will appear on-screen. Select Restart.
    Power prompt with Restart highlighted.
If the menu does not pop up, continue to hold the power button, and your Android device will shut off.
  • If you had to shut down your Android device, wait 30 seconds before turning your device back on.

Powering off an iPhone.

  1. Hold down the lock/power button.
  2. Slide to power off when prompted.
  3. Wait until the phone is off.
  4. Hold down the lock/power button until you see the Apple logo.
To better assist you, please answer this question.

To reset your Ring account password:

  1. Open up a web browser on any device and go to: http://www.ring.com/users/password/new.
    Ring account password reset webpage
  2. Type in the email address you used to register for your Ring account and click or tap on Next.
  3. Login to your email account and wait for the email from Ring. You might also want to check your Junk, Spam or Other folder.
  4. Once you received the email, follow the instructions to reset your Ring accounts password.
For the next steps, we need to determine what type of mobile device you have.
The most common way to resolve issues on your Android mobile device is to reboot it. Sometimes the Android OS or the apps running on your mobile device can become unstable - rebooting your mobile device gives it a chance to start up fresh and can resolve many issues on its own.
  1. Hold down the power button on your Android device.

    Depending on the manufacturer and model of Android device you have, the location of the power button will vary.

  2. A prompt will appear on-screen. Select Restart.
    Power prompt with Restart highlighted.
If the menu does not pop up, continue to hold the power button, and your Android device will shut off.
  • If you had to shut down your Android device, wait 30 seconds before turning your device back on.
  1. Open the Play Store.
    Play Store.
  2. At the top, choose the three bars on the left of the search line.
    Menu option highlighted in Google Play.
  3. Choose My apps & games at the top.
    My app & games option highlighted in Play Store menu.
  4. Choose Update All.
    Update All option highlighted in Play Store Updates.
Sometimes, the apps running on your Android mobile device can become unstable or behave in unwanted ways. Uninstalling and reinstalling those apps can resolve the encountered issues.
  1. Open your App Drawer (swipe up from your Home Screen).
  2. Tap and hold the Ring app till a menu appears.
    Android screen with app icon highlighted
  3. Choose Uninstall.
    Android screen with uninstall option highlighted
  4. Choose OK to complete the uninstall.
    Uninstall confirmation
  1. Launch the Play Store on your smartphone.
    Play Store Icon

  2. Search for "Ring" using the search box located at the top.
  3. Touch the magnifying glass on the on-screen keyboard to search.
    Android on-screen keyboard

  4. On the Ring App install page, tap INSTALL.
    Mobile app search results and landing page

  5. Review the install prompt that pops up. Once done, touch ACCEPT.
  6. Wait for the download to finish. Once done, touch OPEN.
  1. Launch the Ring app on your smartphone.
    Mobile app icon
  2. Choose Already have a Ring account? at the bottom.
    Mobile app greeting screen
  3. Enter your Ring Email Address and Password, then tap Log In. It will automatically re-setup your device.
    Mobile app login screen
The most common way to resolve issues on your iOS mobile device is to reboot it. Sometimes iOS or the apps running on your mobile device can become unstable - rebooting your iOS mobile device gives it a chance to start up fresh and can resolve many issues on its own.

Powering off an iPhone.

  1. Hold down the lock/power button.
  2. Slide to power off when prompted.
  3. Wait until the phone is off.
  4. Hold down the lock/power button until you see the Apple logo.
  1. If an app has an update available, the App Store will show a number in a red circle next to it.
    iOS screen with app icon highlighted
  2. Choose the App Store on your home screen.
  3. Choose Updates at the bottom, then choose Update All on the top-right.
    iOS App Store Updates screen
Sometimes, the apps running on your iOS mobile device can become unstable or behave in unwanted ways. Uninstalling and reinstalling those apps can resolve the encountered issues.
  1. Tap and hold the Ring app icon. All icons on your screen will vibrate.
  2. Choose the X in the corner of the Ring app.
    Mobile app deletion option
  3. Choose Delete.
    Deletion confirmation
  4. Tap the Home button to return your icons to normal.
  1. From the main screen, open the App Store.
    App store icon

  2. At the bottom of the screen, tap on Search.
    iOS bottom bar with search feature highlighted

  3. Type "Ring" on the search bar at the top.
  4. Tap Search to start the search.
    iOS search button.

  5. Tap the Ring App to see its download options.
  6. Next, tap the GET button.
    Mobile app landing page
     
  7. The Ring will begin installing.