2nd Generation Nest Doorbell (wired) no longer accepting wifi password

[JosephLaCroix]

Our front doorbell went offline about a week ago for no apparent reason, it just up and quit on us. I got around to taking a look at it today and did a factory reset after removing the device in Google Home app.

I went through the install instructions treating it like a new device to reconnect it. It is saying that 'something went wrong' and that I need to check my password.

There has been no change in the home network at all, and that includes passwords. The nest thermostat and other indoor camera still work just fine and have not had any issues. We've reset the modem and router. Attempted additional resets of the device and nothing seems to work.

Is there something I'm doing wrong in this process? My wife and I aren't super comfortable with setting up guest networks or altering any encryption since the doorbell previously worked just fine.

[MplsCustomer]

@JosephLaCroix 

Are you certain that you did a factory reset, and not just a restart?

https://support.google.com/googlenest/answer/9252162

[JosephLaCroix]

Yes. I have followed the referenced guide.

[MplsCustomer]

@JosephLaCroix 

You could try Google Nest's troubleshooting steps:

https://support.google.com/googlenest/answer/9240048

If that doesn't help, you could try contacting Support, using the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[Lance_L]

Hey everyone,

@JosephLaCroix, thanks for reaching out to the Community and for sharing all the steps you’ve taken to fix the issue. I’d like to check if you still need help with the Nest Doorbell (wired, 2nd gen). Have you had a chance to see MplsCustomer’s last response above? If yes, how was it?

If the issue persists, a few questions: what is the color of the camera’s status light? What is the make and model of the mobile device? Have you tried using another mobile device to add the doorbell?

If the status light isn’t pulsing blue after resetting the doorbell, please follow the steps below:

1. Save any video history on the device, if any. Follow this guide.
2. Unmount the Nest Doorbell (wired, 2nd gen) and then locate the reset pinhole on the back of the device. 
3. Insert and hold the pin (you can use an unfolded paper clip or a thumbtack).
   1. At 10 seconds, the status light will blink yellow four times, and you’ll hear a countdown tone.
   2. At 12 seconds, the status light will be steady, solid yellow while the doorbell starts the factory reset, and you’ll hear a confirmation tone.
4. Release the button. Your device will be restored to its factory settings.
5. After the factory reset, your device will appear as "offline" in the app until you remove it. Also, the status light should be pulsing blue. If not, repeat step 3.
6. To remove it from the app, open the app, then tap Settings > Remove Device > Confirm.
7. Make sure the phone is connected to the same Wi-Fi network as the selected network for the Nest device.
8. Bluetooth should be enabled, but it should not be connected to any Bluetooth devices. Disconnect any Bluetooth devices paired to your phone, such as earbuds, smartwatches, etc.
9. Cellular data should be turned off.
10. If you have an iOS device, tap Settings > Privacy > Local Network and turn on Local Network Access for the Google Home app.
11. Start adding the device back to the Google Home app. 

Let me know how it goes.

I appreciate your help, MplsCustomer.

Best,

Lance

[JosephLaCroix]

I have done those steps a few times on both an android and an iOS device to the same conclusion. However, I hadn't turned my cellular data off. I will try that, but again, cellular data wasn't an issue the first time we linked this doorbell.

I'll give it another shot tomorrow with no cellular and report back.

[Lance_L]

Hi JosephLaCroix,

Thanks for getting back to me. That sounds like a plan. We’ll be here if you need any help.

Cheers,

Lance

[Lance_L]

Hey everyone,

@JosephLaCroix, I’d like to check if you still need help with the Nest doorbell. Were you able to reconnect the device? 

Let me know if you still need any assistance.

Best,

Lance

[JosephLaCroix]

Sorry, forgot to check back in.

Unfortunately, nothing worked. I was able to get a 1 for 1 swap on a new device and that has since fixed the problem but for how long I am unsure.

This seems like a fairly common occurrence if my research is accurate, so I'm not sure if this is being addressed by the devs/engineers. Really unfortunate

[Lance_L]

Hi JosephLaCroix,

Thanks for the update and for sharing what you’ve done to have your concern resolved. We genuinely understand the inconvenience you have faced. We are always looking to improve, and we’d appreciate it if you could share feedback about Google Nest.

Feel free to reach out if you still need help in the future or visit the Google Nest Help Center.

All the best,

Lance