Can’t remove Doorbell from app to start again

[Rmcg2]

Hi, i tried to set up my camera and the app crashed half way through 

the doorbell is lit up blue 

it’s on my app as a camera but if i click on it its all blank and the app is just bland. I think I need to remove the camera but it just spins endlessly when I try to click on the camera so I can’t access settings to remove it. 

[MplsCustomer]

@Rmcg2 

Have you tried a "Factory reset" (pressing and holding the reset pin for 12 seconds--or more)? Not a "Restart" (pressing and holding the reset pin for 5 seconds).

https://support.google.com/googlenest/answer/9252162

[Rmcg2]

Yes I’ve tried that. The doorbell goes off comes back on and turns blue

When I go into the app the camera is there (it says camera is offline)

when I click on the camera to try and get to the settings it shows the camera name at the top and is just a white blank page under that 

There is no way to remove the camera and start again 

How would I reset the whole app?

[MplsCustomer]

@Rmcg2 

It sounds like you're in some half-way state. I don't know what you mean by "the app crashed halfway through".

In looking at your post again, I don't know which doorbell you actually have. You've indicated "Nest Doorbell (wired Gen 2)", but that only gets installed in the Google Home app, yet you've indicated "Nest app (iOS)".

However, you can always delete and reinstall either the Google Nest app or the Google Home app from your phone (since all data and settings are stored on Google Nest's servers), then reinstall the app and log back in with the same username and password you are currently using, and see if that corrects the problem.

[Rmcg2]

Yes I’ve tried both 

[Rmcg2]

I have a wired nest doorbell. It’s not the battery powered one. 

It’s on the nest IOS app. I followed the set up instructions it found the camera and got as far as putting in the WiFi password. It then just kicked me out of the app like it had crashed.  Here is a photo of what it looked like when I opened the app again 

When I click on the camera it just sits on the following blank page

I have tried a factory reset of the camera and I’ve deleted the app and reinstalled it.

Its the exact same now I’ve downloaded it again.

There seems to be no way of removing the camera as the settings are just blank as above

[MplsCustomer]

@Rmcg2 

Okay, so you have a 1st gen Google Nest Hello Doorbell. (We have three.) They haven't been sold by Google Nest for maybe a year or more, so is your doorbell used and/or previously installed?

Can you select the Settings icon in the upper right corner, then select "Home info", then select "Wi-Fi help", and then select your doorbell? If so, you might be able to update your doorbell's Wi-Fi settings.

If that's not possible, were you able to perform a factory reset using these instructions, with the Nest Hello Doorbell (which Google Nest now calls "Nest Doorbell [wired]") chiming and the light ring pulsing blue?

https://support.google.com/googlenest/answer/9252162?hl=en&sjid=3272311427291024316-NA#zippy=%2Cnest...

Another option is this: It looks like your Nest Hello Doorbell is the only Google Nest device in your Google Nest "home/structure", which you've named "home". If that's the case, and if you are logging onto the Google Nest app with the "Sign in with Nest" option, then you could try deleting your Google Nest "home/structure" named "home" from the Google Nest app, using these instructions:

https://support.google.com/googlenest/answer/9293015?hl=en&co=GENIE.Platform%3DiOS&sjid=327231142729...

(We now log on with the "Sign in with Google" option, so I don't know exactly how the removal is done in the Google Nest app.)

If removing the "home" works, you could recreate your Google Nest "home/structure" and then try to install your doorbell.

Or you could try contacting Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[Rmcg2]

The following worked.

”Another option is this: It looks like your Nest Hello Doorbell is the only Google Nest device in your Google Nest "home/structure", which you've named "home". If that's the case, and if you are logging onto the Google Nest app with the "Sign in with Nest" option, then you could try deleting your Google Nest "home/structure" named "home" from the Google Nest app, using these instructions”

It meant I could add the camera again and it installed fine this time 

I bought this off of Amazon two days ago so assumed it was the most up to date one.. is the 2nd gen available in the U.K. yet? 

thanks for your help 

[MplsCustomer]

@Rmcg2 

I'm glad that worked. It seems the install process might have been half-done when it failed on your first attempt.

Customers have been posting here for a long time, asking when the 2nd gen Google Nest Doorbell will be available in the U.K., with no answer. It's still not available:

https://support.google.com/store/answer/2462844

[zoeuvre]

Hi folks,

Thanks for your help, @MplsCustomer. 

@Rmcg2, I'm glad that the suggestions given by MplsCustomer worked for you in removing and re-adding your Nest Hello Doorbell in the Google Nest app. If there's more you need, just let us know.

Regarding the availability of the second generation of the Nest Hello Doorbell in the U.K., the second generation of the Nest Hello Doorbell has not yet been released. However, product availability can change over time, and new versions may become available on the market. We're always looking for ways to improve and bring more features to different regions. Keep an eye out for news and updates.

Best,

Zoe