A wide-range connection problem: "Something went wrong. Try connecting again..."

[ennu]

I'm writing about the battery-related problems that Nest Doorbells encounter, and I can still state that these problems are still happening a year after they were first identified as being a widespread problem. Due to persistent connection issues, iOS devices are unable to even connect to the doorbell for some reason.

To be honest, I must admit that it is disappointing to have been misled into buying an expensive doorbell that can only be used with an android device. It would be better to inform users that battery-powered doorbells do not support direct iPhone connectivity.
What are your thoughts?

Posts by users:
https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Something-went-wrong-can-t-install-nest...
https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Having-trouble-setting-up-Google-nest-d...
https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/New-Nest-Doorbell-wont-complete-setup/m...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Cam-Battery-Something-went-wrong-t...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Can-t-connect-doorbell/td-p/145667
...and many more.

[Brad]

Hey there,

Thank you for bringing up the concern you're experiencing, I would love to look into this further for you. 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

[Juni]

Hi 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.
 

Thanks,

Juni

[ennu]

Hi,

Thanks to both of you for your quick replies. Sadly, I've tried factory resetting but it still hasn't resolved my issue. I've also switched between iPhones and androids, used different wifi networks etc. 
On iPhone, it gets through the basis of the setup process, but once it starts trying to connect to the device, it brings out the following error: "Something went wrong. Try connect again..."
On Android, it doesn't even get through the first phase and states that my phone is too far away from the doorbell, while it is literally sitting ontop of it, next-to a router.

I just have no idea what to do anymore.

[janthadeus]

Hey ennu,

Thanks for trying to troubleshoot your Nest Doorbell (battery). We appreciate your efforts here. Let’s sort this out — a few questions: what’s the status light of your doorbell? How far is the doorbell from the router? Is it fully charged or plugged into the wall outlet? Also, were there any changes to your WiFi network? 
 

Going over the steps here might help:
 

1. Restart your doorbell:
   • Locate the reset pinhole at the back of the doorbell.
     
     
     
     Tip: The reset pin on the Nest Doorbell (battery) is located below the USB port at the back of the doorbell.
   • Press and hold for 5 seconds.
   • Your doorbell will restart, and the status light will be steady, solid white.
2. Restart your modem or router, unplug it from the power outlet, wait for 1 to 2 minutes. Then, plug it back in.
3. If you have a dual band Wi-Fi frequency, ensure to pair it to a 2.4 GHz Wi-Fi frequency to get a stable connection.
4. If all else fails, factory reset your doorbell. Please read the instructions carefully to factory reset your doorbell.

Let me know how it goes.

I appreciate the help here, Brad and Juni.
 

Thanks,

JT

[Brad]

Hi there, 

Thanks for your help here, JT and Juni!

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[aatienza]

Hey 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.
 

I appreciate the help, everyone.

Thanks,
Archie