Connection error

[MRK]

Something went wrong error. Can you please advise how to resolve this error? We have tried rebooting the doorbell and also turning aeroplane mode on and off on our Google App device that is trying to make the connection to the doorbell, however neither worked to resolve the issue. Further, no other trouble shooting options have been provided. Please help

[ninar123]

i am having this same exact issue! its been a month now!! google has no soltuions and no fix....smh....i am still waiting for them to get back to me but they keep closing out the forums of everyone who is posting about this issue

[Brad]

Hey there,

I am terribly sorry to hear that you're having this issue with your Nest camera! I'm sure it's frustrating, but I'm happy to look into this and see how we can help out. The first troubleshooting step that I'd recommend would be to restart your device. By doing this, it should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.

Best regards,
Brad

[Brad]

Hi there,

Just checking in to see how the conversation is going, as there's been a lapse in activity on this thread.

Best regards,
Brad

[MRK]

Hi Brad

Thank you for the suggestion. I have tried restarting the device however have received the same error message. Are you please able to advise an alternative suggestion to resolve this issue?

Thanks

[ninar123]

they literally give the same reply to everyone posting about this but still no fix! it’s been a month and my doorbell still won’t connect to the app

[janthadeus]

Hi folks,

Thanks for your help here, Brad.

I'm sorry to hear that your Nest Doorbell (battery) can't be paired to your Google Home app. No worries, we'll sort this out. A few questions: what's the status light of your Nest doorbell? How far is your doorbell from the router? Do you have an Android or iPhone? Also, what WiFi frequency band do you try to connect to (2.4 GHz or 5 GHz)?

Give these steps a try:

• Close all the apps running in the background of your phone, reopen your Google Home app then try adding it again.
• Bring your phone closer to your Nest doorbell within 10 to 12 inches.
• Restart your router, unplug it from the power outlet for 1 to 2 minutes then plug it back in.
• Factory reset your Nest doorbell. Then, try adding it again.

Let us know how it goes.

Best,
JT

[janthadeus]

Hey folks,

It's me again. I want to make sure you're all good — how did the steps go?

Regards,

JT

[janthadeus]

Hi there,

I just wanted to jump in here to make sure that you saw my response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours. 
 

Thanks,

JT

[MRK]

Hi Jt

thank you for following up. I have not yet had an opportunity to try these steps. Once I have had a chance to do so I will let you know if this helps to resolve the issue.

thanks

[janthadeus]

Hey MRK,

Cool, sounds like a plan! Keep us posted.

Regards,

JT

[ninar123]

i have tried all these steps already still no luck…..can we have this escalated to corporate? again it looks like there are many of us who have this issue 

[janthadeus]

Hi there,

Thanks for trying the troubleshooting steps. You can also give these steps a try:
 

1. Reboot your phone. Turn it off, wait for 60 seconds then turn it on.
2. Put your phone on airplane mode, then turn on Bluetooth and WiFi.
3. Create a new home structure as your test home for troubleshooting purposes. Then, add your Nest doorbell. Have a look at this guide: Manage homes and products in the Nest app.

Let me know how it goes.

Best,

JT

[janthadeus]

Hey there,

Checking back in should you still have further questions here. Let us know by replying to this thread.

Regards,

JT

[janthadeus]

Hi there,

I just wanted to jump in here to make sure that you saw my response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.

Best,

JT

[MRK]

Hi JT

I have been travelling so have not yet had an opportunity to try the above suggested troubleshooting. I will be able to try this within the next week so will let you know how I go and if the issue is resolved.

Thanks and regards

M

[janthadeus]

Hey MRK,

Got it, thanks for following up. Sounds like a plan! We'll keep this thread open. 

Keep us posted.

Regards,

JT

[janthadeus]

Hi there,

Checking back in — did you get a chance to try the steps I shared above? If so, how did it go?

Thanks,

JT

[MRK]

Hi JT

I have tried your suggested solution however it did not work. I have reached exactly the same error screen ('Something went wrong...etc') that I have shared via screenshot in my first post on this thread. Are you please able advise another solution to resolve this issue?

Thanks

M 

[janthadeus]

Hey MRK,

I truly appreciate your efforts here. You can also give these steps a try:
 

1. Make sure Bluetooth is on. Turn Bluetooth off, then back on to refresh the connection.
2. Ensure that IPv6 is enabled on the access point. Test it here: Google's IPv6 test.
3. Pair your Nest doorbell to a 2.4 GHz WiFi frequency if it’s available in your WiFi network.
4. Make sure your phone is on the same WiFi network as the selected network for the Nest doorbell.
5. It should not be connected to any Bluetooth devices. 
6. Cellular data should be turned off.
7. On iOS devices with iOS 14 or later, ensure that Local Network Access is enabled for the Google Home app.
   1. On your iOS device's home screen, tap Settings.
   2. Tap Privacy > Local Network.
   3. On the list of apps, turn on Local Network Access for the Google Home app.

Let me know if that helps.

Best,

JT

[MRK]

Also in addition, I have just tried to connect a Google nest mini to the new Home. It worked perfectly, which suggests the issue is with the doorbell. Please suggest a solution?

[janthadeus]

Hi there,

Got it, I shared some steps above that should help do the trick. Those should help you get back on track.

Let me if you need more help.

Thanks,

JT

[janthadeus]

Hey MRK,

How's it going? Still need our help? 

Regards,

JT

[MRK]

Hi JT

i am having some difficulty with step 2 above. Please give me some time to work that out and then I will let you know if this process has resolved the issue

thanks

m

[JenniferV]

Hello MRK,

Sure thing — take your time. We'll wait for your update here.

Thanks for the help, JT and Brad.

Best,

Jennifer

[JenniferV]

Hey there,

It's us again. We don't want to be a nudge but we'd like to check if you were able to try the step. Don't hesitate to reach back should you still need help.

Thanks,

Jennifer

[janthadeus]

Hi there,

We haven't heard any updates from you. I'll go ahead and lock this thread in 24 hours. If you happen to have the same concern feel free to reach us out here or start a new thread. 
 

Thanks for chiming in, Jennifer.

Best,

JT