09-06-2021 08:44 PM
I get “camera offline” error messages what seems to be every week. This is beyond frustrating as nothing changes and we do not have issues with out wifi connectivity ever. Currently I am having a new issue with the doorbell we have not gotten yet. The camera is offline, has a solid green light, no light around the button and no feed on either the nest or google apps. When I try to reboot it nothing changes and trying to reconnect through the app does not work- the circle just spins and spins!!! I just used my warranty to get a new doorbell for another issue (completely fried unit) two weeks ago!!! This is beyond ridiculous.
09-21-2021 08:45 AM
Sorry for my late response. Thank you for all of your patience while waiting for a reply. I just wanted to make sure that your issue is addressed. I am terribly sorry to hear that you have had such a hard time with this! I would love to look into this issue further and help find a solution for you. I have some questions I’d like to ask you first:
Do you still need help with this issue?
What troubleshooting steps have you done thus far?
Have you tried to restart your device if you haven’t already?
Please let me know if you need further assistance.
09-21-2021 10:09 AM
thank you for your response! Yes, still need help please.
I have completely detached the unit from the wall and deleted the doorbell from my app, then reinstalled and added it back to the app and have the same issue. I have tried restarting, reconnecting, turned my WiFi off and on, the power to the house off and on, even bought another access point and set it up on the other side of the wall from the doorbell and nothing has worked!
I have tried looking at different forums and videos and haven’t found anything showing this issue with the solid green light and no light around the button.
when I open either app it tells me it’s not connected to the network but I just don’t understand why when I have a router and 2 access points of the AC2200 mesh system for a 1200sqft condo! (I know this is excessive coverage, I used to have just the 2 units, on on each side of my place but my doorbell is downstairs and I thought the third unit being setup downstairs at the front door may help the doorbell reconnect but it didn’t)
help is much appreciated!!!
09-24-2021 09:18 AM
I definitely see that this is an issue, as the solid green light means its working as it should be, and connected to the internet. However, if its also showing offline, then it is not functioning as intended. Thank you for going over the troubleshooting steps that you have done so far. I am very surprised that a restart didn't work. Have you tried to Factory Reset the Doorbell? I think that might do the trick for you! It's already been removed and whatnot, so Factory Resetting it is just like starting over fresh and you have half that process done already. Please let me know how that goes.
11-02-2021 05:09 PM
I have tried the factory reset three times now (once before posting, once upon your request and once a month after your request) and nothing has worked. I am now going on nearly two months of trying every possible reset and reinstallation known to man and not one thing has worked.
09-23-2021 08:44 PM
I’ve been having the exact same issue the past 3 days! Sad, especially when we pay and rely on them for security
11-05-2021 10:41 AM
Following in hopes of a solution someday. I also have the same issue regularly (green solid light, no blue ring around the button, app reports "offline", no video), not a very useful device. Factory reset and remove/re-add to the Nest app seems to be the only solution, but never lasts long. I have to do the factory reset/re-add all the time and sometimes it remains online for a week, sometimes only a couple of days, or hours, and sometimes remains online just long enough for me to get it all setup and confirmed I see it streaming to my phone, then 5 minutes later is "offline" again. No power outages, no wi-fi outages, very frustrating. It frustrates me enough that I usually go weeks or months with it offline before I gather up the patience and hope enough to reset.
11-12-2021 09:47 AM
At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.