topic Re: Nest battery doorbell - problem connecting to cloud in Cameras and Doorbells

Nest battery doorbell - problem connecting to cloud

timothyhyf — Sun, 06 Nov 2022 10:55:19 GMT

Hi, i have an issue on setting up my nest doorbell (2nd gen), i kepthaving an issue "problem connecting to cloud". Please note that i have tried "troubleshooting" methods posted online, but none of them works. Please help and really appreciate your assistance🙏.

Below are the details and I have attached screen shot as well:
1. Countries setting it up from:

Hong Kong

2. Steps conducted before error screen:

(after scanning QR code on the doorbell)

a. "do you have any of these devices already set up in this home" - Pressed "No"

b. "create a new network" - Pressed "Create network"

c. Displaying "problem connecting to cloud"

Re: Nest battery doorbell - problem connecting to cloud

Bnuckols — Sun, 06 Nov 2022 20:32:30 GMT

This is my problem, too. In British Virgin Islands.

Re: Nest battery doorbell - problem connecting to cloud

Bnuckols — Mon, 07 Nov 2022 10:50:49 GMT

Are any Google techs watching?

The screen shots are what I get.,too.

I've attempted to connect using Samsung S21 Ultra, an apple tablet & an android tablet. I've reset the doorbell, router, & phones/ tablets. Uninstalled all previous Homes & the single device, a Hub display. Turned off all other phones & tablets. Followed all the instructions & suggestions I've found.

Doorbell (battery) worked last week when installed for the first time, but we had a storm that blocked the satellite Network connection, so i decided to switch to the fiber cable- connected router & switch from my late husband's email/Google account to mine.

I have tried returning to the satellite router

There was no power outage & the router is plugged into surge protector & backup battery.

The "problem" page is a loop that will not allow backing to a previous page. The only way to close it is to exit set up.

Re: Nest battery doorbell - problem connecting to cloud

timothyhyf — Mon, 07 Nov 2022 12:09:52 GMT

thanks for your suppliment, i have tried 2 different iphone too, and problems keep looping, have paid a lot for this smart door bell, hope google wont let us down

Re: Nest battery doorbell - problem connecting to cloud

Bnuckols — Wed, 09 Nov 2022 12:30:41 GMT

Hello. Support! Are you there???

Re: Nest battery doorbell - problem connecting to cloud

healdbytravel — Thu, 10 Nov 2022 15:54:53 GMT

I am having the same exact issue. I spent 2 hours on the phone with Google support a couple weeks ago. We could not get any of the workarounds to actually work! So they said I have to return the cameras (which is a challenge to do here from Ecuador when I purchased them in Canada). Would really like to see Google come up with a solution!

Re: Nest battery doorbell - problem connecting to cloud

Brad — Thu, 10 Nov 2022 18:31:49 GMT

Hi there,

Sorry to hear you're experiencing this. Looking into this further, I am wondering where you purchased your devices from, as if you purchased from the US for example, and you live outside the US, your device will not work. These devices are specific to the country they were purchased from. Please let me know if you have further questions or concerns.

Best regards,

Brad

Re: Nest battery doorbell - problem connecting to cloud

Bnuckols — Thu, 10 Nov 2022 18:44:30 GMT

Brad, my doorbell worked until I tried to switch to a more stable router.

Our problem is connecting our app to a "new Nest network." The nonsense about another owner of the Home is just that: nonsense.

Re: Nest battery doorbell - problem connecting to cloud

Brad — Thu, 10 Nov 2022 19:03:13 GMT

@Bnuckols

Sorry, my response was more for the OP of this thread. If you're getting this error when trying to connect your devices to a new network, I would suggest simply making the new router's name and password the same as the old one. That has been shown to work for some users.

Best regards,

Brad

Re: Nest battery doorbell - problem connecting to cloud

healdbytravel — Fri, 11 Nov 2022 17:16:44 GMT

Brad, are you saying that because I purchased my Nest cameras in Canada, they are only good to be used in Canada? If so, I need them for Ecuador. Can I purchase these in Ecuador? Not that I know of!

Re: Nest battery doorbell - problem connecting to cloud

Brad — Fri, 11 Nov 2022 17:54:43 GMT

@healdbytravel

Most of our cameras released recently are available in Canada and the US. If your camera is staying in those regions, then it will function as intended. If you try to take that camera from Canada, and use it in Ecuador, it will most likely not work properly. You can learn more here.

Best regards,

Brad

Re: Nest battery doorbell - problem connecting to cloud

healdbytravel — Fri, 11 Nov 2022 21:48:26 GMT

The link you sent is about "moving" a device. These two cameras are new in the box but just purchased in Canada. I'm on the line with your support team at this moment who are saying it should work in South America. I am so confused! Why can Google not figure out this error message!

Re: Nest battery doorbell - problem connecting to cloud

Bnuckols — Fri, 11 Nov 2022 21:56:48 GMT

Didn’t work.

Everything has been reset. There are no devices on any home.

We need a work around for the "new network."

Re: Nest battery doorbell - problem connecting to cloud

Bnuckols — Mon, 14 Nov 2022 05:52:12 GMT

All,

The problem is on Google's side.

Restart, reboot, reset, delete & reinstall, double-check ID & password were attempted long before contacting Support or the Community.

It is not my router ID or password. The original router, with original router nickname & password gives the same results.
Currently, have 2 routers, both systems working appropriately for everything else I have set up except the Doorbell.
The entire house is now refreshed, Old Google Home, old devices deleted or cleared, Devices factory reset then turned off.
I'm able to connect Google Hub & Display. Display setup briefly showed screen with "a problem " then connected. Still unable to get past the "new network" loop for Doorbell.
It is not likely to be a bug on all 4 mobile devices that I tried or those of other posters.

Attached are screenshots of Android problem notifications. The rest are the same as

OP's screenshots

Is it possible to move this query up the technician skill-chain?

Beverly Nuckols

Re: Nest battery doorbell - problem connecting to cloud

timothyhyf — Mon, 14 Nov 2022 06:20:24 GMT

I have google wifi (gen 2) and google hub, it connected prefectly except the doorbell which i have tried most of the suggestiong method, but problem exist
(i am using iphone)

Re: Nest battery doorbell - problem connecting to cloud

Bnuckols — Tue, 15 Nov 2022 01:39:43 GMT

Now, I am getting the same loop with the Hub!

Re: Nest battery doorbell - problem connecting to cloud

Bnuckols — Wed, 16 Nov 2022 12:24:39 GMT

Having seen several other, very similar posts:

I wonder if this could be a glitch due to the move from Nest into Home?

Re: Nest battery doorbell - problem connecting to cloud

Bnuckols — Thu, 17 Nov 2022 11:07:14 GMT

This morning I am set up. 2 new variables, I suspect the 2nd was the solution.

1 tried an old android phone that had the Home app (automaticallyinstalled when I installed my primary phone), but one that I hadn't connected/ attempted to connect to the doorbell,

2. Logging in, prompted to join "Public Preview." I accepted.

Proceeded to the smoothest set up I've ever had, including going past the "new nest network " prompt.

I hope we continue to get along!

Re: Nest battery doorbell - problem connecting to cloud

Brad — Thu, 17 Nov 2022 18:25:31 GMT

@Bnuckols

Glad to hear that it is working for you. Please let us know if anything changes.

Best regards,

Brad

Re: Nest battery doorbell - problem connecting to cloud

healdbytravel — Thu, 17 Nov 2022 19:37:15 GMT

Brad, I have still had no luck setting up cameras in Ecuador. At this point, I simply want to return them but no one at your help desk is replying to my emails! (It is past the 30-day return window).

Please help.

Elizabeth