topic Re: Connection error in Cameras and Doorbells

Connection error

MRK — Sun, 04 Sep 2022 10:32:07 GMT

Something went wrong error. Can you please advise how to resolve this error? We have tried rebooting the doorbell and also turning aeroplane mode on and off on our Google App device that is trying to make the connection to the doorbell, however neither worked to resolve the issue. Further, no other trouble shooting options have been provided. Please help

Re: Connection error

ninar123 — Thu, 08 Sep 2022 19:58:04 GMT

i am having this same exact issue! its been a month now!! google has no soltuions and no fix....smh....i am still waiting for them to get back to me but they keep closing out the forums of everyone who is posting about this issue

Re: Connection error

Brad — Fri, 09 Sep 2022 17:19:12 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: Connection error

Brad — Mon, 12 Sep 2022 19:03:19 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: Connection error

MRK — Tue, 13 Sep 2022 12:28:03 GMT

Hi Brad

Thank you for the suggestion. I have tried restarting the device however have received the same error message. Are you please able to advise an alternative suggestion to resolve this issue?

Thanks

Re: Connection error

ninar123 — Tue, 13 Sep 2022 18:11:08 GMT

they literally give the same reply to everyone posting about this but still no fix! it’s been a month and my doorbell still won’t connect to the app

Re: Connection error

janthadeus — Wed, 14 Sep 2022 05:32:49 GMT

Hi folks,

Thanks for your help here, Brad.

I'm sorry to hear that your Nest Doorbell (battery) can't be paired to your Google Home app. No worries, we'll sort this out. A few questions: what's the status light of your Nest doorbell? How far is your doorbell from the router? Do you have an Android or iPhone? Also, what WiFi frequency band do you try to connect to (2.4 GHz or 5 GHz)?

Give these steps a try:

Close all the apps running in the background of your phone, reopen your Google Home app then try adding it again.
Bring your phone closer to your Nest doorbell within 10 to 12 inches.
Restart your router, unplug it from the power outlet for 1 to 2 minutes then plug it back in.
Factory reset your Nest doorbell. Then, try adding it again.

Let us know how it goes.

Best,
JT

Re: Connection error

janthadeus — Tue, 20 Sep 2022 01:19:11 GMT

Hey folks,

It's me again. I want to make sure you're all good — how did the steps go?

Regards,

Re: Connection error

janthadeus — Wed, 21 Sep 2022 01:27:59 GMT

Hi there,

I just wanted to jump in here to make sure that you saw my response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,

Re: Connection error

MRK — Wed, 21 Sep 2022 03:00:19 GMT

Hi Jt

thank you for following up. I have not yet had an opportunity to try these steps. Once I have had a chance to do so I will let you know if this helps to resolve the issue.

thanks

Re: Connection error

janthadeus — Wed, 21 Sep 2022 06:01:29 GMT

Hey MRK,

Cool, sounds like a plan! Keep us posted.

Regards,

Re: Connection error

ninar123 — Wed, 21 Sep 2022 17:39:29 GMT

i have tried all these steps already still no luck…..can we have this escalated to corporate? again it looks like there are many of us who have this issue

Re: Connection error

janthadeus — Sun, 25 Sep 2022 00:21:41 GMT

Hi there,

Thanks for trying the troubleshooting steps. You can also give these steps a try:

Reboot your phone. Turn it off, wait for 60 seconds then turn it on.
Put your phone on airplane mode, then turn on Bluetooth and WiFi.
Create a new home structure as your test home for troubleshooting purposes. Then, add your Nest doorbell. Have a look at this guide: Manage homes and products in the Nest app.

Let me know how it goes.

Best,

Re: Connection error

janthadeus — Wed, 28 Sep 2022 03:26:56 GMT

Hey there,

Checking back in should you still have further questions here. Let us know by replying to this thread.

Regards,

Re: Connection error

janthadeus — Thu, 29 Sep 2022 03:37:03 GMT

Hi there,

I just wanted to jump in here to make sure that you saw my response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.

Best,

Re: Connection error

MRK — Thu, 29 Sep 2022 05:04:12 GMT

Hi JT

I have been travelling so have not yet had an opportunity to try the above suggested troubleshooting. I will be able to try this within the next week so will let you know how I go and if the issue is resolved.

Thanks and regards

Re: Connection error

janthadeus — Sun, 02 Oct 2022 00:27:04 GMT

Hey MRK,

Got it, thanks for following up. Sounds like a plan! We'll keep this thread open.

Keep us posted.

Regards,

Re: Connection error

janthadeus — Wed, 05 Oct 2022 01:38:26 GMT

Hi there,

Checking back in — did you get a chance to try the steps I shared above? If so, how did it go?

Thanks,

Re: Connection error

MRK — Thu, 06 Oct 2022 01:07:26 GMT

Hi JT

I have tried your suggested solution however it did not work. I have reached exactly the same error screen ('Something went wrong...etc') that I have shared via screenshot in my first post on this thread. Are you please able advise another solution to resolve this issue?

Thanks

Re: Connection error

janthadeus — Thu, 06 Oct 2022 01:26:40 GMT

Hey MRK,

I truly appreciate your efforts here. You can also give these steps a try:

Make sure Bluetooth is on. Turn Bluetooth off, then back on to refresh the connection.
Ensure that IPv6 is enabled on the access point. Test it here: Google's IPv6 test.
Pair your Nest doorbell to a 2.4 GHz WiFi frequency if it’s available in your WiFi network.
Make sure your phone is on the same WiFi network as the selected network for the Nest doorbell.
It should not be connected to any Bluetooth devices.
Cellular data should be turned off.
On iOS devices with iOS 14 or later, ensure that Local Network Access is enabled for the Google Home app.
1. On your iOS device's home screen, tap Settings.
2. Tap Privacy > Local Network.
3. On the list of apps, turn on Local Network Access for the Google Home app.

Let me know if that helps.

Best,