Cam doesn't load

[Ben78]

When someone rings my doorbell, instead of the app pushing the notification and showing the cam, I get a blue loading circle on a black background. This is what happens on my phone and my Google Nest Hubs (2nd gen). By not loading the camera the app has made the whole reason for having a doorbell cam moot. My router is within 10 feet of the cam, I have an Eero Pro 6 mesh network with a 1gb up and down fiber connection. How can I fix this?

[MplsCustomer]

@Ben78 

Your post says you have a Google Nest Hello Doorbell, so it may be that the internal battery in your doorbell (which most customers don't even know about) has failed, causing the doorbell to go offline whenever the doorbell button is pressed.

This is a common problem. See the thread below with over 1,000 replies. It has happened in succession to all 3 of our Nest Hellos.

The workaround is to turn of the "Indoor chime" option (so the doorbell won't go offline) and turning on the "Visitor announcements" option to rely on visitor announcements being set to your Nest Hubs or Nest Minis (https://support.google.com/googlenest/answer/7672451).

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Hello-Doorbell-cuts-out-when-butto...

Some customers have tried prying open their Nest Hello to replace the internal battery, but it's not easy and may break your doorbell:

https://www.ifixit.com/Guide/Nest+Hello+Battery+Replacement/131729

[Ben78]

Thank you! This solved my problem. What a stupid way to build a doorbell. 

[janthadeus]

Hi folks,
 

Happy to hear that! I appreciate the gesture. It looks like we can consider this one complete, so I will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks for your help here, MplsCustomer!
 

Best,

JT