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Cannot finish the Doorbell (battery) setup (error connecting to cloud)

Kintush
Community Member

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Hey everyone,


Just got my new doorbell battery and can’t get through the setup…
 
I’ve plugged in the doorbell to the wall charger > chose adding a new device > chose doorbell battery > then, after scanning the QR code google home app asks me "Do you have any of these devices already set up in this home?"
and shows me a list of Nest items that i don't have so I click “NO” > in the next step I'm asked to create a new network so I click yes and get a “connecting to the cloud” error.
 
Tried on my iPhone 12 Pro and my wife’s iPhone 13.
 
I’m using Nest Mesh WiFi (3 devices) in addition to Google Home Hub, NUKI key lock and Philips hue bulbs and accessories across the whole home.
 
Super frustrating. Resetting the devices, unplugging the modem, factory reset the doorbell and even trying creating a new Home didn’t work.

Please help 🙏🏼
 
p.s. I’m based outside of the US but few friends around my place own the device as well.
 
Thanks,
Tal

 


screen "problem connecting to cloud"
can some one help me its a new device that i bought couple days ago 

11 REPLIES 11

Unapologetical
Community Member

I am having the same issue. Tried on my 12 pro and iPad.  

EmptyNester
Gold Product Expert
Gold Product Expert

Hello,  Reading thru this forum I see a number of people reporting the same issue.  It seems like you can get it resolved by opening an official support ticket with the Google Techs.  I believe this is a 24/7 support system so you should get a reply fairly quickly.  Here is the link:

https://support.google.com/googlenest/gethelp

If they are able to get you up and running please return here and let us know how it was resolved. It could help a lot of people with the same issue.

Kintush
Community Member

Managed to solve it by doing the two following steps:

  1. Created a new Home (yes, it is unfortunate I had to do it).
  2. Leveraged a random New York US address.
  3. That's it, the Doorbell onboarding process completed successfully.
  4. Now, I had to move all of my devices from the old "Home" to the new one. 

I was hoping I could had avoided that? I wonder would it work if I just changed the address?

I tried changing my current address before. Didn’t work 😞

😭😭😭 

EmptyNester
Gold Product Expert
Gold Product Expert

Wow,,,, well,,,, glad you got it working.  Did you try opening a support ticket?  I think they could have fixed the problem at their server end with your previous address.

I did. Was too eager to solve the issue so I had to try the above solution after 12 hours of waiting 😅

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread. Thank you @EmptyNester for your assistance!

Best regard,
Brad

Kintush
Community Member

There’s nothing to add I guess. The reason for the issue is not clear, the error message is irrelevant and the solution exist but is very frustrating and unintuitive 🤷🏻‍♂️

Brad
Community Specialist
Community Specialist

Hey folks,

As this issue is resolved,  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.

Best Regards,
Brad