Repair Ring Video Doorbell 2 Not Receiving Remote Unlock Commands

Understanding the Problem

Your Ring Video Doorbell 2 is functioning properly in terms of video, motion alerts, and local button‑press unlocks, yet the remote unlock command you issue from the Ring app or a voice assistant never takes effect. The doorbell receives the signal but simply does not trigger the lock‑solenoid. This article walks through every conceivable cause—software, firmware, network, power, and hardware—providing a systematic, step‑by‑step diagnostic and repair path.

Why Remote Unlock Fails While Local Unlock Works

The Ring doorbell’s unlock mechanism is a tiny relay that energizes the door lock’s motor. When you press the physical button on the doorbell, the relay receives a direct electrical trigger. Remote unlock, however, relies on a reliable path of communication from the app or Alexa to the Ring hub, over Wi‑Fi, and finally to the doorbell’s relay. A failure in any of these links can cause the remote command to be ignored even though local activation succeeds.

Step‑by‑Step Troubleshooting Guide

1. Verify Account and Device Settings

• Confirm that the Ring account you are using is the one linked to the specific doorbell device.
• Check that the doorbell is listed as an active device in the Ring app.
• Ensure that the Remote Unlock toggle is turned on.
• Inspect any group or location settings that might restrict remote access.

2. Test the Physical Unlock Button

Press the button on the doorbell. If the door opens, the relay and power supply are intact. If it does not, proceed to the power section below.

3. Check the Ring App’s Response

• Open the Ring app on your phone.
• Tap the Doorbell icon and press the Unlock button.
• Observe whether the status changes to “Unlocked” or remains “Locked”.

If the status updates correctly but the lock does not move, the issue is downstream (relay or motor). If the status does not update, the issue is upstream (app‑device communication).

4. Confirm Wi‑Fi Connectivity

1. Signal Strength

   • Open the Ring app, go to device settings, and review the Wi‑Fi signal strength indicator.
   • A weak signal (less than 3 bars) can cause unreliable command delivery.

2. Re‑connect the Device

   • In the device settings, choose Re‑Connect to Wi‑Fi.
   • Follow the on‑screen prompts to reconnect.

3. Network Isolation

   • Verify that your router’s guest network is not enabled for the device.
   • Ensure the router’s firewall does not block Ring’s IP ranges.

5. Inspect the Power Supply

Ring Video Doorbell 2 typically runs on a 12 V power adapter or a wired power source (e.g., a doorbell transformer).

• Check the adapter for a proper voltage output.
• Look for frayed or damaged cables.
• Ensure the adapter is plugged into a working outlet.
• If the doorbell is wired to the home transformer, confirm that the transformer’s output voltage is stable.

6. Firmware and Software Updates

1. Ring App

   • Ensure the Ring app is updated to the latest version.

2. Device Firmware

   • In the app, navigate to the doorbell’s settings and look for a firmware update prompt.
   • If an update is available, install it.
   • A recent firmware update may include bug fixes for remote unlock.

7. Evaluate the Door Lock Compatibility

Not every door lock is compatible with the Ring doorbell’s unlock relay.

• Review the manufacturer’s specifications for the lock.
• If the lock requires a different voltage or relay type, the doorbell may fail to trigger it remotely.

8. Test the Relay with a Multimeter

If you are comfortable with basic electrical troubleshooting:

• Remove the doorbell’s outer housing to expose the internal board.
• Identify the relay terminals (usually labeled L1, L2, and N).
• With the doorbell powered, press the physical button and use a multimeter set to DC voltage to verify that the relay receives the 12 V pulse.
• If no voltage appears during a physical button press, the relay board may be defective.

9. Reset the Doorbell

A full reset can clear corrupted settings.

• In the device settings, select Factory Reset.
• After the reset, re‑configure the device from scratch.

10. Re‑pair or Replace the Relay

If the relay board is determined faulty:

• Contact Ring support for a replacement board.
• Alternatively, if you have soldering skills, purchase a compatible relay and replace the defective component.

11. Check for Interference

Wireless interference from other devices (microwave ovens, baby monitors, Bluetooth) can disrupt command delivery.

• Move the router or the doorbell to a less congested channel.
• Use a Wi‑Fi analyzer to identify overlapping networks.

12. Inspect the Ring Hub (if used)

If you use a Ring hub to bridge 2‑G and 5‑G networks:

• Verify that the hub itself is online and updated.
• Restart the hub by unplugging it for 30 seconds and plugging it back in.

13. Verify Remote Unlock Permissions in Alexa

If you use Alexa:

• In the Alexa app, go to the Smart Home section and confirm the doorbell is listed.
• Ensure that the Remote Unlock permission is granted.
• Try a voice command and note any error messages.

Advanced Diagnostic Techniques

Network Packet Capture

Use a Wi‑Fi packet capture tool (e.g., Wireshark) to monitor traffic between the Ring app and the doorbell. Look for packets labeled “unlock” and check for retransmissions or error flags.

Firmware Log Review

Ring support may request that you provide a firmware log.

• In the device settings, select Send Feedback and include the log.
• The log can reveal errors such as “unlock timeout” or “relay fail”.

Environmental Factors

Extreme temperatures can affect the doorbell’s electronics.

• If your house is very hot or cold, consider installing a climate‑controlled enclosure.

When to Seek Professional Help

Warranty and Replacement Process

1. Check Warranty Status

   • Ring Video Doorbell 2 typically comes with a one‑year limited warranty.
   • Visit the Ring website and enter your serial number to verify coverage.

2. Create a Ticket

   • Log in to your Ring account and navigate to Support.
   • Submit a ticket describing the remote unlock issue and steps already taken.

3. Prepare the Device

   • Clean the outer housing.
   • Preserve the original packaging and accessories.

4. Return Shipping

   • Ring will provide a prepaid shipping label.
   • Attach the device securely to avoid damage during transit.

5. Replacement or Repair

   • If the issue is confirmed hardware‑related, Ring will ship a replacement.
   • Some cases may be eligible for repair; the support team will advise.

Preventive Measures for Future Reliability

• Regular Firmware Updates – Keep the device and app current.
• Maintain Strong Wi‑Fi Signal – Position the doorbell or router to avoid obstructions.
• Monitor Power Quality – Use a surge protector and ensure the adapter is in good condition.
• Document Settings – Record the doorbell’s IP address and network details; this speeds up future troubleshooting.

Recap of the Key Fixes

• Verify remote unlock toggle and account link.
• Confirm physical button and relay functionality.
• Re‑connect Wi‑Fi and check signal strength.
• Update firmware and app.
• Inspect power supply and door lock compatibility.
• Reset and, if needed, replace the relay board.
• Rule out interference and network issues.

By following these steps meticulously, you can isolate the root cause of the remote unlock failure and restore full functionality to your Ring Video Doorbell 2.