topic Re: Offline since 24 hours in Cameras and Doorbells

Nest Cameras all went offline June 5th at the same time

JFSharpe42 — Mon, 19 Jun 2023 03:37:34 GMT

Hello,

I have 5 nest cam battery and a nest doorbell. All hardwired. On June 5th around 9pm EST all of my cameras went offline. The doorbell still works. Yet since then I have not been able to get these devices back online. Anyone else have this bug with the latest update? Really upsetting me because I’ve been having a lot of issues with the WiFi pro and now the cameras add to the drama. Everything else functions on my network as intended. Speeds are great. Any one else experiencing this?

Wired (Gen 2) Doorbell going offline in app

endlessben — Wed, 24 May 2023 14:06:29 GMT

Hi all. My Nest Wired (Gen 2) Doorbell has been working happily since launch in Oct of last year until last week. Starting last week, it keeps showing as Offline in the app and not displaying live video. It clearly still has stable, consistent power - the status light remains green and it's still recording video; I can scrub back to see video from moments ago but nothing live and no events are recorded or reported. The wifi is strong and has not changed, the weather is well within operating limits (quite pleasant even!) and no other variables have changed. I've performed multiple factory resets - these, in fact, work for a short time. Live video, events, etc, return but only for a matter of 12-18 hours and then it returns to the offline state.

Anyone else experienced this? Getting really tired of pulling the door bell off the wall, factory resetting, and redoing device set up every day. Thanks!

Re: Wired (Gen 2) Doorbell going offline in app

braddon — Wed, 24 May 2023 18:27:03 GMT

Same problem here. It keeps powering off every 4th or 5th button press, requiring me to turn the breaker switch on and off.

Re: Wired (Gen 2) Doorbell going offline in app

endlessben — Wed, 24 May 2023 18:51:50 GMT

That sounds super frustrating! For me, at least, the device still has power by all indications and flipping the power off and back on has no effect.

Re: Wired (Gen 2) Doorbell going offline in app

farochegt — Wed, 24 May 2023 20:45:09 GMT

Same experience for me, the device was working until last week. Similar symptoms, the device records video/audio, sends alerts but I can't see the live feed. I did three factory resets and I'm getting same results. I opened a Support Case.

Re: Wired (Gen 2) Doorbell going offline in app

Dbleedge001 — Thu, 25 May 2023 11:01:06 GMT

Please let us know what they think about it. Just have adt installed and yet after 1-2 days now my outdoor camera is being buggy. Failed to load clip when notify, having trouble stay at live feed and such. I'm thinking it's due to frequency interference, and 3 plugs into 1 outlet possibly?

Re: Wired (Gen 2) Doorbell going offline in app

zoeuvre — Thu, 25 May 2023 17:44:10 GMT

Hello everyone,

Thanks for bringing this to our attention, and I'm sorry to hear about the situation. I'd like to take a look at this for you.

Have you seen any error messages on the Nest or web app or Google Home app? If there is, can you let me know the specific error on the display and verify that it matches the error codes in this article.

I'll look forward to your responses.

Best,

Zoe

Re: Wired (Gen 2) Doorbell going offline in app

Dbleedge001 — Thu, 25 May 2023 17:59:28 GMT

None, just cameras aren't picking up live feed right away or fails to connect even though it's wall powered. Then when it notify me of something and I tap on it. It would fail to show up or taking forever to load it up from cloud but... Never comes up.

Re: Wired (Gen 2) Doorbell going offline in app

endlessben — Thu, 25 May 2023 18:15:46 GMT

Hi Zoe,

Thanks for your reply. OP here. Speaking only for myself, there are no errors in the Google Home app (as this is a Wired Gen 2, it is not available for use in the Nest app), only the offline notification. I am not receiving event notifications myself, though video is still being recorded and can be scrubbed through, but not viewed live.

Re: Wired (Gen 2) Doorbell going offline in app

endlessben — Fri, 26 May 2023 19:54:23 GMT

Hey Zoe, do you know if there was a firmware release today or something? My doorbell randomly started working again today.

Re: Wired (Gen 2) Doorbell going offline in app

endlessben — Sat, 27 May 2023 00:19:24 GMT

Just kidding, that lasted a matter of hours. Can't figure it out though, nothing changed with network, power, etc.

Re: Wired (Gen 2) Doorbell going offline in app

farochegt — Sat, 27 May 2023 00:42:55 GMT

I received the Google Home App update today, after install it, the live feed from the doorbell started to work.

Re: Wired (Gen 2) Doorbell going offline in app

GJ_Who — Sun, 28 May 2023 19:25:19 GMT

I have been having the same issue as of Wednesday, May 24, 2023. The live view was not working. But, if I step in front of the doorbell to be seen or ring the bell, the video clip would be in the video history as if everything was working fine, but there was not a live view occuring.

Since my doorbell is still under warranty, I contacted Google for a replacement. It should arrive by the end of May. While waiting for the replacement, I have discovered something.

When my doorbell is connected on the 2.4 Ghz frequency on my Google WiFi mesh router setup, the live view stops, and I get that message about my doorbell being offline. Resetting my Spectrum modem and resetting my three Google WiFi routers did not resolve my issue. To get my live view working, I had to turn off my circuit breaker, disconnect the doorbell wires from my transformer, reconnect the wires and turn on the circuit breaker. Once the doorbell reestablished a WiFi connection, the live view was working on the 5.0 Ghz frequency.

Simply put, the doorbell live view still works on 5.0 Ghz, but has stopped working on the 2.4 Ghz frequency.

I wish there was a way that Google could allow device owners to turn on and off each frequency on all Google devices we own; routers, doorbells, hubs, Nest Cam IQ cameras, etc. This would allow us to troubleshoot our Google devices.

Re: Wired (Gen 2) Doorbell going offline in app

GJ_Who — Mon, 29 May 2023 00:25:00 GMT

I stand corrected. It doesn’t matter if my Google Nest doorbell is connected on the 2.4 Ghz or 5.0 Ghz frequency. As of this posting, my doorbell live view has stopped while connected to 5.0 Ghz.

Doorbell camera offline. Led on doorbell is green

Chris_mln — Wed, 31 May 2023 20:45:10 GMT

Nest doorbell camera is offline. Led on doorbell is solid green and the white light is on around the chime button. I have restarted my wifi, restarted the doorbell, removed it from the home and factory reset the doorbell. Works fine for an hour or two then offline again.

P.s. It is not hot nor cold.

Re: Doorbell camera offline. Led on doorbell is green

Skiamachist — Thu, 01 Jun 2023 15:48:22 GMT

I have the same issue, started yesterday, with green status light and pulsing white circle light. Wierd!

Re: Doorbell camera offline. Led on doorbell is green

Englishmorris — Thu, 01 Jun 2023 22:28:41 GMT

Same here just a month and 10 days out of warranty, I’ve tried reset and factory reset to no avail.

Nest Doorbell Wired (2nd gen) going "offline" but still recording

Darrsil — Fri, 02 Jun 2023 12:50:03 GMT

I installed my Nest Wired Doorbell (2nd gen) earlier this week, and every day around 7pm-8pm I get a notification that the Doorbell has gone offline and I can't view the live feed.

However, the Doorbell is still recording and I can view the camera history as normal. I just can't get a live feed. The Doorbell's lights are on and it pulses when it sees me when I approach it.

The only way I can fix this is doing a network reset. Power cycling the doorbell isn't easily done since I'm using the wedge so I can't just simply remove it from the mount. I'm using a Nest WiFi Pro as a router.

Has anyone else encountered this and if so, have they fixed it?

Re: Nest Doorbell Wired (2nd gen) going "offline" but still recording

Anonymous — Mon, 05 Jun 2023 14:04:34 GMT

It will never stop doing it. Mine have done it for over a year and googles software engineers have no idea how to fix it

Re: Doorbell camera offline. Led on doorbell is green

EmersonB — Tue, 06 Jun 2023 16:06:40 GMT

Hi everyone,

@All, thanks for reaching out here in the Community. Just to be sure, how did you reset your Nest Doorbell to the factory default? Could you send us a photo of your Nest Doorbell? How far is your Nest Doorbell from the router? Looking forward to your response.

I appreciate the help, gilleslibre.

Regards,
Emerson