Troubleshooting issues with your Ring Video Doorbell Pro

Learn common solutions for fixing Ring Video Doorbell Pro.

Fixing no internet connection

If your Video Doorbell Pro is not connected to wifi, you may not be able to access Live View or capture video on the device.

Follow the error screen instructions in the Ring app.

When a Ring device is offline, you'll see a red 'no wifi' icon displayed over your Ring device in the Ring app. Tap this icon to pull up an error screen to help troubleshoot your issue.

Learn more tips for getting back online

How to find out if your Ring device has poor internet connection

If you have a poor internet connection, your Ring device is likely too far from your wifi router, or your wifi router is obstructed by walls or furniture.

Check your Ring device's signal strength.

If your Ring device is far from your wifi router, it may be experiencing connection issues. 

  1. Open the Ring app.
  2. Tap the menu (☰).
  3. Tap Devices.
  4. Select the Ring device you would like to test.
  5. Tap on the Device Health tile.
  6. Scroll to Signal Strength under the Network section.

The green, amber and red colours are indicators of your device connection. Green is good, red is poor.

Learn more tips for improving your wifi

Fixing discoloured video

In rare cases, discoloured video (like black video, pink video or night vision during daytime hours) and distorted audio can occur on Ring Video Doorbells or Security Cameras. Here are a few things to try.

Reboot Video Doorbell Pro in the Ring app.

In order to reboot Video Doorbell Pro in the Ring app, it must be connected to wifi.

  1. Open the Ring app.
  2. Tap the top menu (☰).
  3. Tap Devices.
  4. Select the device you want to reboot.
  5. Make sure it's connected to wifi.
  6. Tap the Device Health tile.
  7. Scroll down to Reboot This Device and confirm your selection.
  8. Give your Ring device a few minutes to start up.

Temporarily shut the power off at the consumer unit.

For wired Ring Video Doorbells and Security Cameras, you can turn off the power at the consumer unit for a few seconds and turn it back on. The device will reboot when power is restored. 

Insufficient or not receiving enough power

For your safety, only use an existing doorbell transformer within the range specified below or compatible Ring accessories to power your device.
For connecting to an existing doorbell system:

- Hardwired transformer (16 to 24 VAC, 50/60Hz, 10VA to 40VA)
Ring accessories are sold separately and may include:

- DIN Rail Transformer (24Vdc, 420mA)
- Plug-In Adapter (24Vdc, 500mA)
Not compatible with: third-party DC adapters, halogen transformers and garden-lighting transformers. Using incompatible power sources can damage your device and cause electric shock.

If your Video Doorbell Pro is not receiving enough power, you may see issues like this happen:

  • Regularly losing connection to your wifi network
  • Regularly shutting off (the white light on the front will turn off)
  • Freezing up during a live event
  • Not ringing your existing internal doorbell correctly 
  • Night vision doesn't work
  • The device works fine for a couple of events and then stops working

Check your Transformer Voltage.

  1. Open the Ring app.
  2. Tap the top menu (☰).
  3. Tap Devices.
  4. Select Video Doorbell Pro.
  5. Tap the Device Health tile.
  6. Under Power, you should see the Transformer Voltage status. Tap that section to reveal voltage. 

For Video Doorbell Pro to operate, the voltage needs to be listed as "Good". If you are continuing to have issues, it may be the electrical wiring at your location. Older wires from your wall can deteriorate over time and may need to be replaced.

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