topic Re: Home App crashes when getting device ready in Cameras and Doorbells

Home App crashes when getting device ready

Downercc — Sun, 03 Nov 2024 13:20:06 GMT

The past two weeks, I have been unable to complete the setup on my wired Gen 2 nest doorbell. I get through the initial setup until it moves to a screen for "Getting your device ready" and then the Home app crashes. At this point, I get doorbell notifications and can view the activity when there is a notification that pops up. However, if I view the device in the Google Home app, it shows up with an exclamation point and asked me to finish the setup (which I cannot do). I cannot access the device settings or view a live camera view. The only way I can view it is if there is a notification to click on. This leads me to believe that the device is installed, has network access, but there is an issue with the Google Home app?

As far as troubleshooting, I've tried the doorbell reset, factory reset, tried the setup on various devices (tablets, Pixel phone, LG phone), turned off data/VPNs, reset my home network, and have gone through the setup process 20+ times with the hope it will just randomly work at some point.

I have a Google nest point within 5 feet of the doorbell and use a Google router. I have other Google nest wired outdoor cameras (non-doorbell) which work fine. Not sure if I just need to wait for an app update, or if there is anything else I can do. Thanks.

Re: Home App crashes when getting device ready

gmelanymelissa — Wed, 06 Nov 2024 23:34:47 GMT

Hi @Downercc,

Thanks for posting here in the community. I'm sorry to hear you're unable to complete the setup process on your Nest Doorbell Wired 2Gen. I'm happy to help!

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us 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.

Let me know if you have any other questions.

Regards,

Melany

Re: Home App crashes when getting device ready

Downercc — Fri, 08 Nov 2024 00:10:47 GMT

Will do. Thanks, Melany.

Re: Home App crashes when getting device ready

gmelanymelissa — Fri, 08 Nov 2024 20:46:49 GMT

Hi there!

We received your form. I appreciate you taking the time to fill it out. Our team will reach out to you via email to further assist you.

Let me know if you have any other questions.

Best regards,

Melany