topic Re: Nest door bell is plugged in but says "The device was offline because of an empty battery&q in Cameras and Doorbells

Nest door bell is plugged in but says "The device was offline because of an empty battery"

SwegMark — Sun, 08 Sep 2024 18:54:32 GMT

The Google nest door bell (gen2) is hard wired in, and the app does say infinite in the battery settings however in the history view it's stating "the device was offline because of an empty battery"

Any help would be appreciated

Re: Nest door bell is plugged in but says "The device was offline because of an empty battery&q

EmptyNester — Mon, 09 Sep 2024 03:01:36 GMT

Hmmmmm, this is just the user forum and the Google tech people don't respond here. For this problem you may want to open an official support ticket and speak to a google tech person. Even though you doorbell is wired there is an internal battery in the doorbell that has to be working in order for the camera to be working properly. Depending on how old your doorbell is the battery might have failed.

Here is the link to open a support ticket and connect to a tech person. If they figure it out please return here and let us know what happened. And if the doorbell is less than a year old they will probably replace it under the warranty.

https://support.google.com/googlenest/gethelp

Re: Nest door bell is plugged in but says "The device was offline because of an empty battery&q

WJN79 — Mon, 09 Sep 2024 11:30:26 GMT

Hi, I have the same problem. The bell is wired, but the battery still runs out very regularly (works for a week at most). I have contacted customer service. The only solution is to replace the bell. My warranty had just expired a month ago. So Google could no longer help me. Now I have to charge the bell every 3 days. That is of course not a solution. The friendly Google employee is still looking into whether he can do anything for me, but he does not get permission "from above". Bad service from Google. A bell should last longer than two years, right?

Re: Nest door bell is plugged in but says "The device was offline because of an empty battery&q

WJN79 — Mon, 09 Sep 2024 11:31:47 GMT

Hi, I have the same problem. The bell is wired, but the battery still runs out very regularly (works for a week at most). I have contacted customer service. The only solution is to replace the bell. My warranty had just expired a month ago. So Google could no longer help me. Now I have to charge the bell every 3 days. That is of course not a solution. The friendly Google employee is still looking into whether he can do anything for me, but he does not get permission "from above". Bad service from Google. A bell should last longer than two years, right?

Re: Nest door bell is plugged in but says "The device was offline because of an empty battery&q

gmelanymelissa — Thu, 12 Sep 2024 21:32:22 GMT

Hi there!

Thanks for posting here in the community. I'm sorry to hear Nest Doorbell's battery runs out very regularly. I'm happy to help!

To better understand the situation, I'd like to ask a few questions:

Since you had contacted us previously, could you share the case number of the follow-up?
What troubleshooting steps have you tried so far?
What kind of Nest Doorbell do you have?

Keep me posted.

Best regards,

Melany

Re: Nest door bell is plugged in but says "The device was offline because of an empty battery&a

WJN79 — Fri, 13 Sep 2024 11:35:03 GMT

Hi Melany,

Thank you for your response. The case number is 7-4633000036980, see also the email in the attachment.

The problem initially was that the bell was offline, charging was not possible, then I also contacted you. The solution proposed was to replace the bell. But you will probably also read this in your log.

Now the bell can be charged again, but it will be empty again after a few days. The solution is then to charge it again. This is of course strange because the bell is also connected to a fixed power supply. I also see this in the app (the battery life is then set to infinity. Sometimes it happens that the call goes offline for the reason that the battery is empty, but then it comes back. This happened last night, for example. Annoying because then all the time the house bell rings. This is the situation last period (as far as the video history allows):

14-08-2024 to 20-08-2024: bell works
21-08-2024 to 22-08-2024: bell does not work
23-08-2024: Bell works, turned on again by itself.
24-08-2024 to 28-08-2024: bell does not work, on 28-08-2024 it was connected to the charger again.
29-08-2024 to 30-08-2024: bell works.
01-09-2024: Battery empty, charged via adapter.
02-09-2024 to 08-09-2024: it works, battery status goes from connected to an increasingly lower battery status until it goes offline again
09-09-2024 to 12-09-2024: offline, connected to the fixed telephone power supply
13-09-2024 - now: the bell works again, battery status “connected” (last night “turned on again”).

Do you have enough information to propose a possible solution?

Yours sincerely,

Wiljan Noordhoek, Wiljan
00316 365 060 80

Re: Nest door bell is plugged in but says "The device was offline because of an empty battery&a

WJN79 — Fri, 13 Sep 2024 11:39:15 GMT

@gmelanymelissa , it is an Nest Doorbell (battery)

Re: Nest door bell is plugged in but says "The device was offline because of an empty battery"

gmelanymelissa — Fri, 13 Sep 2024 21:33:43 GMT

Hi @WJN79,

Thanks for the follow-up information.

My team would like to learn more about this behavior. When you get a chance, please fill out this form and let me know when you’re finished. We’ll have someone reach out to you via email from there.

To help us assist you better, please include the link to your Community thread and your Community username.

Keep me posted.

Best regards,

Melany

Re: Nest door bell is plugged in but says "The device was offline because of an empty battery&a

gmelanymelissa — Sun, 15 Sep 2024 17:37:55 GMT

Hello again!

We haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help!

Keep me posted.

Best regards,
Melany