topic Re: Google Doorbell (battery) - Live Video unavailable in Cameras and Doorbells

Google Doorbell (battery) - Live Video unavailable

Aaronj — Sat, 20 Aug 2022 01:48:28 GMT

Hi, I recently bought a Google Doorbell (battery) and works a treat but it wont allow me to view live video on my Samsung S21 through Wi-Fi. It comes up saying that the 'Live Video unavailable' but works fine on 4/5G. I also have a same problem with my google nest but instead of the 'Live Video unavailable' it gives me a black screen. Is this a router or setup issue? I have reset the doorbell a few times and removed the device from Google home without any luck. Any suggestions on how to fix this? Thanks

Re: Google Doorbell (battery) - Live Video unavailable

Khaledmhabdou — Sat, 20 Aug 2022 08:36:32 GMT

I had the same issue

I have tried soft reset and hard reset

I have tried to remove it and add it again

All possible suggestions

After 1 month of trial I had an idea of adding the camera using writing the code not using the scanning qr code, it is very silly but guess what it worked and the doorbell is working flawlessly now !

Please hard reset the door bell first then add it by writing the qr code not scanning it

Hard reset is to press reset for 12 to 14 seconds

Re: Google Doorbell (battery) - Live Video unavailable

Aaronj — Mon, 22 Aug 2022 09:57:19 GMT

Thank you Khaledmhabdou for this fix but it didn't seem to work for me. I did a hard reset and deleted from my devices and still got the same result. Any other suggestions? Thanks

Re: Google Doorbell (battery) - Live Video unavailable

Khaledmhabdou — Mon, 22 Aug 2022 18:51:56 GMT

Did you add it by writing the qr code or scanning the code ?

Can you use iPhone if you are using android or Android if you are using iPhone

Re: Google Doorbell (battery) - Live Video unavailable

Aaronj — Mon, 22 Aug 2022 23:33:12 GMT

I added the device using the text underneath the QR code. I think it was 6 characters long by memory.

I can try another phone to see if that helps.

One more interesting thing that I only just noticed today is that the Live video feed works fine on my work Wi-Fi. It seems to me that the router/ Wi-Fi is blocking this feed. Could this be possible? Do I need to setup port forwarding or update another setting?

Thanks

Re: Google Doorbell (battery) - Live Video unavailable

Khaledmhabdou — Tue, 23 Aug 2022 14:38:35 GMT

If it works fine on your work WiFi and your camera is still in the house that means that your home WiFi is not blocking anything

All of that happened to me and it was sometimes it works on the mobile data and sometimes it doesn't at all

Untill I managed to add it by writing the code and hard resetting the device before

Re: Google Doorbell (battery) - Live Video unavailable

Brad — Tue, 23 Aug 2022 16:59:07 GMT

Hey there,

I am terribly sorry to hear that you're having this issue with your Nest camera! I'm sure it's frustrating but I'm happy to look into this and see how we can help out. The first troubleshooting step that I'd recommend would be to Restart your device. By doing this, it should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.

Best regards,
Brad

Re: Google Doorbell (battery) - Live Video unavailable

Brad — Fri, 26 Aug 2022 17:06:10 GMT

Hi there,

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread.

Best regard,
Brad

Re: Google Doorbell (battery) - Live Video unavailable

Aaronj — Fri, 26 Aug 2022 22:06:06 GMT

Hi Brad,

Sorry for the late reply. I tried a restart of the device but got the same result. I also removed the 5G wifi connection from my router as someone also suggested but that didn't help either.

Re: Google Doorbell (battery) - Live Video unavailable

janthadeus — Thu, 01 Sep 2022 06:09:01 GMT

Hi folks,

Thanks for your help here, @Khaledmhabdou and @Brad.

Thanks for trying, @Aaronj. Let's sort this out. How far is your Nest Doorbell (battery) from the router? What's the status light of your doorbell? Also, is it fully charged when you're pairing it to your Google Home app?

Give these steps a try:

Move your camera closer to the router at least 3 to 5 feet, ensure that it's plugged into the wall outlet using a type C USB cable.
Uninstall reinstall your Google Home app.
Factory reset your doorbell.

Let me know how it goes.

Thanks,

Re: Google Doorbell (battery) - Live Video unavailable

Hardy27 — Sun, 04 Sep 2022 21:58:17 GMT

What routers are you guys using?

Re: Google Doorbell (battery) - Live Video unavailable

Aaronj — Mon, 05 Sep 2022 02:22:11 GMT

Hi @Hardy27 , ZTE H268A.

ZTE ZXHN H268A (exetel.com.au).

It seems strange that I can view through my WIFI at work and 4G but not on my home WIFI. Is their any chance my router could be blocking the live view?

Thank you

Re: Google Doorbell (battery) - Live Video unavailable

Aaronj — Mon, 05 Sep 2022 02:19:32 GMT

Hi @janthadeus,

It's about 4mtrs away from the router.

The status light is a solid green.

It was fully charged the last two times I paired with google Home.

I have tried to reset to factory settings by placing a pin in the hole at the back but nothing appears to happen. I assume it should light up or make a sound to advise its been successful?

Thank you

Re: Google Doorbell (battery) - Live Video unavailable

Hardy27 — Mon, 05 Sep 2022 02:19:55 GMT

It seems as though it could be a router compatibility issue I connected the doorbell my parents were having this issue with to a nest wifi router and the issue is resolved.

Re: Google Doorbell (battery) - Live Video unavailable

Brad — Wed, 07 Sep 2022 18:22:45 GMT

Hi there,

Just checking in to see how the conversation is going, as there's been a lapse in activity on this thread.

Best regards,
Brad

Re: Google Doorbell (battery) - Live Video unavailable

Hardy27 — Wed, 07 Sep 2022 19:28:45 GMT

Same issues persist now even with a nest router it worked for about 24hrs then stopped

Re: Google Doorbell (battery) - Live Video unavailable

Aaronj — Thu, 08 Sep 2022 04:58:11 GMT

I tried to contact my Internet provided to see if they were aware of a potential settings blocking the stream but they just pointed me to to the Google Doorbell help page. No real help. They did mention port forwarding. What this help?

Re: Google Doorbell (battery) - Live Video unavailable

Aaronj — Thu, 08 Sep 2022 04:58:36 GMT

Hi Brad,

Still unresolved.

Cheers,

Re: Google Doorbell (battery) - Live Video unavailable

Brad — Fri, 09 Sep 2022 16:03:09 GMT

Hi there,

Just checking in on this thread and the activity on it. We'ere aware that many users are still experiencing this same issue. We are looking into it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad