topic Re: Problems with Doorbell switching offline in Cameras and Doorbells

Problems with Doorbell switching offline

Harriflex16 — Sat, 19 Nov 2022 20:17:53 GMT

My wired Doorbell series 2 has kept switching offline. I have just installed 3 Google WiFi extenders with one being located near to the Front Door, together with the Mini Hub Speaker/Chime. Disappointingly the doorbell camera still reports being offline!

Re: Problems with Doorbell switching offline

MrVacca — Sat, 19 Nov 2022 21:48:27 GMT

Hi @Harriflex16 - You might need to do a factory reset on the doorbell.

Re: Problems with Doorbell switching offline

Harriflex16 — Sun, 20 Nov 2022 14:24:33 GMT

Thanks for suggestion. Will I have to unmount the doorbell to get to the back pinhole, or can this be done via either app?

Re: Problems with Doorbell switching offline

Spaghetti69 — Mon, 21 Nov 2022 18:32:12 GMT

Same. I've got nest wifi and can pull 150 at the doorbell but still get alerts daily that it's offline.

Re: Problems with Doorbell switching offline

Harriflex16 — Mon, 21 Nov 2022 18:34:50 GMT

I’ve just made a Factory Reset of Doorbell Camera plus update all the WiFi connections. Will monitor now with interest!

Re: Problems with Doorbell switching offline

janthadeus — Wed, 23 Nov 2022 03:10:59 GMT

Hi folks,

Checking in — how’s it going? Were you able to reset your doorbell to its default settings? If so, how did it go? Let me know if there’s anything else.

I appreciate your help here, MrVacca.

Thanks,

Re: Problems with Doorbell switching offline

Harriflex16 — Wed, 23 Nov 2022 08:09:44 GMT

I have now successfully made a Factory Reset of the doorbell camera. Fortunately there was just enough slack in the cable to be able to twist the unit - this should be noted in allowing sufficient cable to be able to remove the device if required in the future.

Re: Problems with Doorbell switching offline

Harriflex16 — Wed, 23 Nov 2022 08:19:01 GMT

All achieved thankfully. I was concerned that I hadn’t allowed much slack in the doorbell cable, fortunately there was just enough to allow the rear pinhole and Serial No to be seen. It should be recommended to allow spare cable to be folded back into the doorframe for any future adjustments. As good as the registration setup software was, I do feel all the instructions could have been more logical. It was quite confusing given that my property did not have an original wired doorbell to replace. The Store hadn’t linked the requirement of a power adapter, so I ended up buying a third party adapter on Amazon. It also requires a suitable speaker nearby as not everyone wants to have the display.

Re: Problems with Doorbell switching offline

Brad — Wed, 23 Nov 2022 17:30:50 GMT

@Harriflex16

Thank you for sharing your experience with us, as we’re always looking for ways to improve, and appreciate your feedback. You can send it at any time using your devices by saying, "Hey Google, send feedback," or by following the steps found here. Please let me know if you still need help.

Best regards,
Brad

Re: Problems with Doorbell switching offline

janthadeus — Sun, 27 Nov 2022 00:16:59 GMT

Hey there,

I’m glad to hear that resetting your doorbell to its default settings fixed the issue. We hear you — rest assured that we'll take note of it. We'll ensure that we'll learn from your experience as we continually improve our products and services. To make sure, do you have other questions or concerns?

Spaghetti69, how’s it going? Still need our help?

Thanks for the help, Brad.

Regards,

Re: Problems with Doorbell switching offline

Spaghetti69 — Sun, 27 Nov 2022 00:42:17 GMT

Mine, like my other nest cameras freezes up changing from the 2.4 to 5ghz. Unless Google Nest decides to allow us to split networks on nest wifi or fixes their firmware my issue will never be resolved.

Re: Problems with Doorbell switching offline

janthadeus — Tue, 29 Nov 2022 00:50:52 GMT

Hi Spaghetti69,

I'm sorry if you're still having trouble with this. Could you switch your camera connection to the main Wi-Fi network then let me know how it goes?

Thanks,

Re: Problems with Doorbell switching offline

Spaghetti69 — Tue, 29 Nov 2022 04:27:42 GMT

I have an all router nest wifi system with Ethernet backhaul on gigabit fiber. There is only one network. Now, if you mean connect it to only the main router I've got a camera that connects to that one and it's still locked up and gone offline at least once in the past year. While I absolutely disagree with not giving us more advanced settings on wifi, no other devices have this issue on my network except possibly the Google tv Chromecasts. It's not a range thing I've had a comera lock up with -30 on the 5ghz. It's almost definitely hardware or firmware. It's not temperature, happens any temperature. It's not rain. Have them inside and outside. It's also not power, all 10 cameras are plugged in

Re: Problems with Doorbell switching offline

janthadeus — Wed, 30 Nov 2022 01:46:16 GMT

Hey there,

Thanks for the information. We appreciate you sharing that with us. We have recommended router settings to work well with your cameras.

Here are the recommended router settings for your cameras:

Preferred IP configuration

IPV6

Ports for Firewall

80 for HTTP

443 for HTTPS

9543 for TCP/UDP

11095 for TCP/UDP

1935 for TCP/UDP

Firewall Settings

Medium or Low (If possible)

Privacy and Security

WPA, WPA2 (TKIP, AES)

Preferred Band

2.4 GHz

Preferred Access Point

802.11 b/g/n

You may also have a look at this article: Recommended Wi-Fi network and router settings.

Let us know if that helps.

Best,

Re: Problems with Doorbell switching offline

aatienza — Sat, 03 Dec 2022 02:20:36 GMT

Hey folks,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

I appreciate the help, everyone.

Thanks,

Archie

Re: Problems with Doorbell switching offline

janthadeus — Tue, 06 Dec 2022 01:17:29 GMT

Hi there,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Thanks for chiming in, Archie.

Best,