topic Re: Doorbell is always offline and history clips don’t ahow in Cameras and Doorbells

Doorbell is always offline and history clips don’t ahow

Oh_livia — Sat, 26 Nov 2022 00:24:17 GMT

My Wi-Fi signal is strong but yet my doorbell always has a hard time going live and is constantly offline. I’ll get an alert of “person seen” and when I look at the history to watch that clip, the box is gray with a circle with an i inside of it. It doesn’t show the preview thumbnail of the clip.

any idea why this happens?

I’ve reset my Wi-Fi and again have high speed internet everywhere else with no issues.

Re: Doorbell is always offline and history clips don’t ahow

MplsCustomer — Sat, 26 Nov 2022 15:51:55 GMT

@Oh_livia

Perhaps Google Nest Support should document what a gray box with a circle and an "I" inside of it means. Does it mean a poor Wi-Fi connection or something else?

Re: Doorbell is always offline and history clips don’t ahow

Right1 — Sat, 26 Nov 2022 23:12:03 GMT

Welcome to google since they ruined Nest.

Re: Doorbell is always offline and history clips don’t ahow

EmersonB — Tue, 29 Nov 2022 19:27:45 GMT

Hi folks,

@Oh_livia thanks for reaching out and I'm sorry to hear if you're having trouble with the preview of the clip. To know more about this issue, if possible, can you send us the screenshot of the gray box with a circle and i inside of it? What model of Nest camera do you have? How far is the camera from the router? Try restarting your Nest doorbell.

Keep us posted.

I appreciate you MplsCustomer answering the concern.

Regards,
Emerson

Re: Doorbell is always offline and history clips don’t ahow

Oh_livia — Wed, 30 Nov 2022 04:06:03 GMT

I’ve already tried restarting. I have the newest nest doorbell there about 50 feet from my router. How do I send a screenshot?

Re: Doorbell is always offline and history clips don’t ahow

Oh_livia — Wed, 30 Nov 2022 04:07:41 GMT

here’s the screenshot. The gray box never updated to a preview and I can’t watch anything.

Re: Doorbell is always offline and history clips don’t ahow

MplsCustomer — Wed, 30 Nov 2022 15:21:06 GMT

@Oh_livia

Fifty feet from your router seems like quite a distance. Our farthest camera by far is 30 feet from a wired access point, and that access point has a high-gain directional antenna to ensure a good Wi-Fi signal.

Re: Doorbell is always offline and history clips don’t ahow

Brad — Wed, 30 Nov 2022 18:52:29 GMT

Hi there,

I would advise that you move your Wi-Fi router closer to the doorbell. It sounds like it is not receiving a strong enough connection to stay connected. Have you made any new changes to your Wi-Fi?

Best regards,
Brad

Re: Doorbell is always offline and history clips don’t ahow

EmersonB — Sat, 03 Dec 2022 23:01:44 GMT

Hi everyone,

@Oh_livia how's it going with your Nest doorbell? Did you try what Brad is suggesting? In case you made some changes to your Wifi settings, don't hesitate to update us here.

I appreciate the help, MplsCustomer and Brad.

Best,
Emerson

Re: Doorbell is always offline and history clips don’t ahow

EmersonB — Tue, 06 Dec 2022 14:51:22 GMT

Hey Oh_livia,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Best,
Emerson