topic Re: No Video on Hub when doorbell is rang ( Google WiFi ) in Cameras and Doorbells

No Video on Hub when doorbell is rang ( Google WiFi )

PALMS13 — Sat, 27 Nov 2021 17:24:30 GMT

Hello. I have two Google Hubs, the Google Wifi Mesh system, and a Nest doorbell. After I recently installed the Google Wifi mesh system, the hubs no longer show the live video from the doorbell when it is rang. I can tell the hubs to show the live camera feed and that works fine, but it shows a black screen that says camera offline when the button is pushed. Visitor announcements are on and I have rebooted the camera. Any ideas?

I see others have reported similar problems but no fixes yet that I can tell.

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Doorbell-battery-doesn-t-show-video-on-hub-when-someone/m-p/5643#M993

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-Doorbell-wired-Video-Stream-No-Longer-Available-to-Nest-Hub/m-p/17764#M4062

Re: No Video on Hub when doorbell is rang ( Google WiFi )

theman1 — Sun, 28 Nov 2021 00:42:55 GMT

Its a fault with the level 2 networking caused by the google mesh wifi system. I would get in contact with google. Do you have any other network equipment that might be causing the problem?

Re: No Video on Hub when doorbell is rang ( Google WiFi )

PALMS13 — Sun, 28 Nov 2021 14:11:58 GMT

Thanks themman1, I will do that. No I can't think of anything else that would be causing issues. Switching to the mesh system was the only change.

Re: No Video on Hub when doorbell is rang ( Google WiFi )

luisescorza — Tue, 28 Dec 2021 21:33:44 GMT

Hello @theman1 was wondering if you have resolved this issue. I'm currently have the same issue. I don't have a Google Mesh Network though. The video did work at some point but for the last few weeks I have noticed it not come up on the Google Home Hub when the door bell is rang but does show up when I access the Live Feed by opening the doorbell 😐

Re: No Video on Hub when doorbell is rang ( Google WiFi )

Brad — Tue, 28 Dec 2021 22:13:06 GMT

Hi there,

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Please let me know if you need further assistance.

Best Regards,

Brad.

Re: No Video on Hub when doorbell is rang ( Google WiFi )

PALMS13 — Fri, 31 Dec 2021 15:13:28 GMT

Sorry, no I haven't found a fix yet.

Re: No Video on Hub when doorbell is rang ( Google WiFi )

PALMS13 — Fri, 31 Dec 2021 15:13:58 GMT

This is still an issue.

Re: No Video on Hub when doorbell is rang ( Google WiFi )

ironick — Tue, 11 Jan 2022 22:52:31 GMT

I am having the same problem. I do not have Google wifi, but am using another mesh wifi. It worked previously but as of recently I can't access the video when somebody rings the doorbell. I had somebody yesterday ring it yesterday and I get "No events detected" when I click on the event in the activity. Today when I tested, the clip won't load and just spins with the loading icon.

I also found that the sound from the doorbell is clipped, i.e. it starts to play and then is cut-off. A friend said they rang the doorbell the other day and no sound came out so I thought it wasn't working and started knocking.

Re: No Video on Hub when doorbell is rang ( Google WiFi )

IowaFarley22 — Sun, 16 Jan 2022 21:56:20 GMT

I’m having the same issue, also have Google mesh router.

Re: No Video on Hub when doorbell is rang ( Google WiFi )

CanGuy — Mon, 17 Jan 2022 02:29:03 GMT

Also have the same issue with Nest Doorbell (Gen 1 version, wired) and no Google Mesh. Whenever the doorbell rings, the live feed doesn't load (Google Home displays camera is offline, and iPhone Nest App attempts to load the video.) I have already reset the doorbell, did a power on/off at the circuit breaker level, uninstalled/reinstalled app. Nothing is working.

Re: No Video on Hub when doorbell is rang ( Google WiFi )

Brad — Thu, 20 Jan 2022 19:34:00 GMT

Hi there,

This is a bug, and is being looked into. I'm afraid I don't have any form of ETA to provide. Just checking in to see if you still need assistance with this issue.

Please let me know if you need further assistance.

Best Regards,

Brad.

Re: No Video on Hub when doorbell is rang ( Google WiFi )

CanGuy — Thu, 20 Jan 2022 19:43:14 GMT

Hi Brad. Thanks for the response.

I did a factory reset to the Nest Doorbell, but the issue still exists. Is there anything else I should do?

When I access the camera through the app it works fine. But when someone rings the doorbell, the camera never loads (both on iPhones and Google Screens.)

The intent of the device was to know who’s at the door during a doorbell ring, and with this limitation the device is quite useless.

Can you please raise a Sev 1 or P1 defect for this?

Thanks

Re: No Video on Hub when doorbell is rang ( Google WiFi )

Brad — Thu, 20 Jan 2022 19:57:10 GMT

@CanGuy

I fully understand your frustrations with this issue, and I wish I had a fix for it. We are still investigating this issue. I just wanted to jump in real fast and thank you for your feedback. I've put instructions for feedback below.

Open the Google Home app
At the top right, tap your account.
Tap Feedback

tap the type of device you'd like to submit feedback for.
To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
In the feedback summary, write a brief description of your issue.
Be sure to check the box for Screenshot and System logs.
To submit feedback, at the top right corner, tap Send

If you need anything else, please let me know.

Best Regards,

Brad.

Re: No Video on Hub when doorbell is rang ( Google WiFi )

Nick77 — Mon, 24 Jan 2022 01:01:02 GMT

I too am experiencing the same issue with both of my hubs. When the doorbell rings the hubs displays a grey screen and says camera is offline. But if I tell it to show the camera it brings everyone of them up just fine.

If a fix is available please let me know as I have mounted hubs by my doors specifically for the purpose of being able to see who is there with out opening my security Door glass.

Thanks

Nick

Re: No Video on Hub when doorbell is rang ( Google WiFi )

CanGuy — Mon, 24 Jan 2022 17:37:17 GMT

The doorbell is completely useless for me. There is no fix and I have done everything on my end to get it working, bit still doesn’t work.

I would have expected more from Google. On top of all this, I am paying a monthly subscription service for something that doesn’t work.

Very disappointed.

Re: No Video on Hub when doorbell is rang ( Google WiFi )

CanGuy — Mon, 24 Jan 2022 17:47:55 GMT

Hi Brad. I followed the steps to submit the requested feedback.

The doorbell with subscription is still not working at all.

I invested a lot into the Nest ecosystem and have been very patient, and the issue here is with the core and primary functionality.

Please advise on next steps. Thanks.

Re: No Video on Hub when doorbell is rang ( Google WiFi )

Brad — Thu, 27 Jan 2022 19:53:46 GMT

Hi @CanGuy

I am sorry to hear that you are still having this issue! I would suggest that you try to Remove the doorbell from your home, factory reset it, and then add it back in. See if this re-establishes the connection and allows you to view the video on your hub. Please let me know if you need further assistance.

Best regards,

Brad.

Re: No Video on Hub when doorbell is rang ( Google WiFi )

Erik020 — Fri, 28 Jan 2022 12:07:29 GMT

Same issue here. I have three hubs throughout the house. Used to work fine with the Nest doorbell. Currently grey screen when somebody’s ringing. Live feed is working fine. Bit annoying.

Re: No Video on Hub when doorbell is rang ( Google WiFi )

dmalonecentral — Sat, 29 Jan 2022 22:25:34 GMT

Has anyone found an actual solution yet? This has been going on for months now.