Troubleshooting In-app Setup Failure Due to Router or Modem Issues

Having trouble setting up your Ring device the Ring app? Fix setup roadblocks by checking for potential issues with your router or modem.

Check your wifi band

Modern routers are designed to broadcast wifi networks on both 2.4 GHz and 5 GHz bands. Most Ring products require a 2.4 GHz wifi network to function properly, but some are 'dual band' devices that can work on both wavelengths. 2.4 GHz is usually more stable and longer range 5 GHz is often faster, but shorter range.

In very rare cases, some wifi routers are configured to broadcast only a 5 GHz signal. If your router can only broadcast a 5 GHz signal and you have a Ring device that only works with 2.4 GHz, your Ring device will not be able to find the network during the setup process and you will not be able to complete the in-app setup.

If you have a 5 GHz enabled device but are having trouble with the first time setup, connect to a 2.4 GHz network. You can switch to 5 GHz later via the Device Health page in the Ring app.  

In most cases, you can adjust your router to begin broadcasting a 2.4 GHz signal.

Check your router's manual to find out how to enable 2.4 GHz networking.

Connecting to hidden networks

Modems and routers can be configured to broadcast "hidden" networks in which the network name, also called SSID, is not broadcast. If you have a hidden network, your Ring device won't be able to detect your network.

To solve this issue, select the "Add Hidden Network" option during the in-app setup, and type your network name. Hidden network names are case-sensitive, so be sure to type carefully! You need to add the hidden network, exactly as it appears in your wifi settings on your mobile device.

Check your wifi channel

Your modem or router broadcasts your wifi network on one of 13 "channels" in order to separate different wifi signals and send them to separate devices. Ring products can only connect to channels 1-11 on a 2.4 GHz network. A network on channel 12 or 13, (commonly used outside the United States) does not show up on the list of available wifi networks. If you are using channel 12 or 13 consult your router guide to switch to a different channel.

In addition, most modems and routers are automatically configured to switch channels in order to get the fastest signal possible. If your modem or router has been locked to a particular channel, consult your manual on how to set it to automatically scan for open channels. 

Resetting your modem or router

If you're still not able to successfully complete a setup, try resetting your modem and/or router. To do this, follow the instructions below:

  1. Unplug your router or model from its power supply (don't just turn it off).
  2. If your router and modem are separate, unplug both of them.
  3. Wait 15-20 seconds, then plug them back in.
  4. Wait a minute or two for internet to be restored.

Confirm that your internet has been restored by connecting another device to your wifi network and trying to access a website, then repeat the setup process.

Connecting to roaming networks

If you have a roaming network with multiple access points, and you're unable to successfully set up your Ring device, try disabling all but one of your access points. Then try repeating the setup process.

If setup succeeds when you have only one access point enabled, then the multiple access points are likely the cause of your setup issues. In this case, your best bet is to refer to the documentation that came with your access points for further troubleshooting.


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