Camera remains offline during setup

[RedRobot]

I am going through the setup for my new doorbell. I have successfully connected the camera doorbell to our network, but the camera remains 'offline'. I am in the stage of the setup where the app asks me to 'Unplug your doorbell and bring it outside..."

I have done a reset of the camera (pinhole on the back) and have deleted it from the Home App and readded it. I am next to our router so it's not a distance to the network issue. It is fully charged.

I am not sure what else to try. 

[tajennifer]

Hi RedRobot,

Thanks for posting. I'm sorry to hear about the situation that you are experiencing with your Nest Doorbell that is not connecting to the WiFi network. But don't worry; let's try to make it work smoothly. I just need to ask for some information to provide the best solution:

1. What model of Nest camera or doorbell do you have?
2. Are you getting any error messages?
3. Do you have other Nest devices in the house?
4. Are there other devices connected to the same WiFi where the camera is connected?
5. Can the camera find other Wi-Fi networks?
6. Do other devices experience slow internet speeds?
7. What troubleshooting steps have you done so far?

Please keep me posted; I'll be waiting for your response.

Best regards,

Jenny

[AYM]

Dear Jennifer, 

This is Alex. I also had exactly the same problem, that the camera was offline (dark screen) when going thru installation, and the BT hub is just besides (distance shall not be a concern).

1. Nest doorbell (battery) - already fully charged

2. No error messages. Just camera streaming screen shows offline with dark screen

3. No. 

4. Just other laptops and phones

5. Not sure. Just keep trying my own one. I am using BT hub2.

6. Not at all.

7. Factory reset the doorbell. Changed my BT hub2 to wireless mode 3. (default = mode1)

[RedRobot · Accepted solution]

Hi all,

Following up with an update as I was able to get it to work after reaching out to tech support. The issue is that the instructions in the installation guide are unclear / missing a step. THE DOORBELL NEEDS TO BE IN ITS CRADLE TO WORK. This was confusing to me, as it asked me to check that it was working before installing the cradle on the doorpost. Thus, I never thought to put the device in the cradle first. But once I did, it turned on and connected fine.

[billy9]

I was about to return the doorbell and stumbled across your post. I can't believe this was the solution, and no one else even mentioned it anywhere else. Created an account here just to say thanks!

[RedRobot]

Appreciate it and glad my hours of frustration could help someone else. This feels like such an easy thing to adjust in the guided set up, and yet, here we all are!

[Liquille]

I created an account just to say thank you. Nowhere was this even mentioned, not even on reddit and youtube. Thank you so much!

Just in case someone stumbles upon this thread and is pulling their hair out. If you're in the Netherlands and Odido is your provider, your router blocks your nest doorbell. Follow the steps below. 

- Change the name and password of a second phone's hotspot exactly the same as your wifi.

- Make sure it's 2.4 Ghz and not 5 Ghz

- Turn of your router 

- Connect to your hotspot

- Finish the setup process in your google home (it will connect to your wifi)

- Don't freak out when it says that your device is offline

- Turn off your hotspot and turn on your wifi router (It will connect to your wifi)

- Hook it to your wall using the included tools and bracket and the device will start activating

- Done

[AYM]

Thanks @RedRobot . It works after following your recommendations. 

[tajennifer]

Hi everyone,

Thanks for posting. @RedRobot, thanks so much for helping out by sending this valuable information about the Nest Doorbell installation and set up. That's definitely helpful for the community! @AYM, we are happy to know that the information you found was helpful and you were able to solve the situation with your Nest Doorbell.

Please let us know if you have any other questions.

Best regards,

Jenny