topic Doorbell video doesn’t work in Cameras and Doorbells

Doorbell video doesn’t work

adgeyforn — Wed, 25 Jan 2023 23:52:13 GMT

When someone rings my doorbell and I click the alert, the video never loads, it just spins forever. But if I click the video in the app it works just fine. Is there a fix to this?

Re: Doorbell video doesn’t work

AdamMac — Thu, 26 Jan 2023 13:36:57 GMT

I have the same problem using the app on iOs. It used to work OK but lately I can never access the video in time to speak to anyone who rings the doorbell as the video never loads. Please help google.

Re: Doorbell video doesn’t work

Brad — Tue, 31 Jan 2023 22:50:32 GMT

Hi there,

I can imagine this has been an inconvenience, and I would love to look into this further for you. Have you checked to make sure that your apps are updated in full? Also, have you recently restarted your Wi-Fi connection as well as your doorbell? Please give it a try and let me know how it goes.

Best regards,
Brad

Re: Doorbell video doesn’t work

adgeyforn — Tue, 31 Jan 2023 20:38:26 GMT

There is no update in the app store so I assume that means it is up to date? Also how do I restart my doorbell?

Re: Doorbell video doesn’t work

Brad — Wed, 01 Feb 2023 20:01:50 GMT

@adgeyforn

If there is no available update for your app, it must be up-to-date, or the update wave hasn't made it to your phone yet. The first troubleshooting step that I'd recommend would be to restart your device. This process 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: Doorbell video doesn’t work

janthadeus — Tue, 07 Feb 2023 06:27:40 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, Brad.

Thanks,

Re: Doorbell video doesn’t work

janthadeus — Wed, 08 Feb 2023 06:44:13 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.

Best,

Re: Doorbell video doesn’t work

adgeyforn — Wed, 08 Feb 2023 10:55:43 GMT

Hi. It still isn’t working.

Re: Doorbell video doesn’t work

janthadeus — Tue, 14 Feb 2023 01:16:05 GMT

Hey there,

I’m sorry you’re still having trouble viewing your video recording. Let’s see what’s going on — a few questions: do you have an Android or iPhone? Does your phone have a pending software update? Were there any changes to your Wi-Fi network? Also, is the doorbell connected to a 2.4 GHz or 5 GHz Wi-Fi network?

Here are some troubleshooting steps you can try:

Close all the apps running in the background of your phone, reopen the Google Home app. Then, check your event history again.
At the highest video quality setting, your doorbell can use a large chunk of the internet connection to stream video. Slower internet service might not be able to keep up. Check your internet speed here: https://goo.gle/2JaUmYI. The page would show your download speed then click “Show more info” to check your upload speed. Have a look at this article for your guide: Internet bandwidth and speed requirements for Nest cameras.
Open the Home app .
Touch and hold your device's tile.
At the top right, tap Settings .
Choose Video.
Under “Video quality,” choose Max or High.
- High settings uses less bandwidth.
- Max settings uses more bandwidth.
Restart your phone, turn it off for 60 seconds then turn it on.
If you have a dual band Wi-Fi frequency switch your connection to 2.4 GHz Wi-Fi to improve your connection.

Let me know how it goes.

Thanks,

Re: Doorbell video doesn’t work

aatienza — Fri, 17 Feb 2023 01:18:06 GMT

Hey there,

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, Brad and JT.

Thanks,

Archie

Re: Doorbell video doesn’t work

janthadeus — Sat, 18 Feb 2023 23:12:03 GMT

Hi there,

Thanks for chiming in, Archie.

Best,