Battery powered doorbell camera not waking up to activity

[timothy2001]

Our battery operated doorbell camera does not 'wake up' and turn on to record activity.  We have the Nest Aware subscription, it used to work fine but has stopped. For example, when letting the dog out at night or during the day, it does not wake up, turn video on to record the activity. It does appear to work when someone rings the door bell.  This happens fully charged or not, I belive settings are correct. 

[gmelanymelissa]

Hi there @timothy2001, 

I'm sorry you're running into this situation with your Nest Doorbell. I understand how frustrating it can be when your security system isn't working as expected.

To better understand the situation, could you tell me a bit more about the issue?

• Does the doorbell not turn on at all, or are there any lights on the doorbell itself?
• Does the doorbell seem to turn on to record events, like someone walking in front of the doorbell or motion detection?

In the meantime, here's a troubleshooting guide for Nest doorbells on the Google Nest Help Center that might be helpful:

• How Nest cameras detect sound and motion
• Restart your Nest doorbell.

Keep me posted. I'm happy to help,

Best regards, 

Melany 

[timothy2001]

Thanks for the response however I am dissappointed that it took five days.  The doorbell camear works fine except it doet not pick up any motion and recored it.  It does however, come on and record when someone rings the door bell.  Someone walking in front of the camera does not trigger it to turn on like it used to. 

[gmelanymelissa]

Hi there, @timothy2001, 

Sorry for the inconvenience and thanks for your patience,

Can you try the steps in this guide?

• Factory Reset, This will erase all the settings and data on the device and restore it to its original state, just like it came from the factory. It's a good troubleshooting step if the device is malfunctioning.
• Create an activity zone. This likely refers to a security camera setting. An activity zone allows you to define a specific area within the camera's view that you want to be monitored for motion. You'll typically receive alerts only when motion is detected in that zone.

Before proceeding:

• Make sure you have a backup of any important data on the device before performing a factory reset.
• Consult the device's user manual for specific instructions on how to perform a factory reset and create an activity zone.

Let me know how it goes.

Regards, 

Melany

[timothy2001]

Thank you very much.  I have already factory reset it and will try an activity zone and report back.  

[timothy2001]

I created an activity zone, ensured notifications where on and still, no activity recording.  I am going to try another hard reset and try this again unless you have additional steps I should take?

[timothy2001]

Conducted a factory reset and although initially it recorded me when I first re-installed it (mounted it) it will still not record any events or detect any activity with or without zones.  At this point I would like a replacement under warranty.  

[gmelanymelissa]

Hi there @timothy2001,

Thanks for the follow-up information,

I appreciate all your efforts. To determine if your device is under warranty, I'd like to take a deeper look into this for you. Please fill out this form with all the information, and then let me know once you're done.

Keep me posted, 

Regards, 

Melany

[timothy2001]

That may be the incorrect form but I have already determined it is out of warranty.  Can you tell me if there is a fix? Or if this is a common fail issue?  I may have to purchase another doorbelll.  

[gmelanymelissa]

Hi there @timothy2001,

Since you tried different troubleshooting steps and they didn't solve the issue, please fill out the form I sent you. This will help us get a better understanding of the inconvenience and find a solution.

I just wanted to check if you had a chance to fill out the form. No worries if you haven't filled it out yet or if you encountered any difficulties. Please let me know.

I'm happy to help,

Best regards,

Melany