Device Unmounted error after battery doorbell setup completes

[LobotC2DFW]

I'm on my 2nd Doorbell and second different 3rd party mounting bracket. No matter what I do the doorbell goes to an Device Unmounted error after the setup completes. The doorbell works perfectly until I completely finish setup and then no picture/device unmounted.

Part of the the issue seems to that the troubleshooting instructions for this are incorrect for the most recent release of the iOS Google Home app and the documentation hasn't been updated to match the app.

The current version of the troubleshooting doc states that there is a Device Information and Camera Mount option in Settings. There is no Camera Mount option in the new version of the software. At all. Anywhere in the iOS app.  This is preventing me from fixing the problem with the Device Unmounted error.

[MplsCustomer]

@LobotC2DFW 

For our battery camera, we have a "Camera mount" option under "Device information" in Settings.

Do you not have that option for your battery doorbell?

[LobotC2DFW]

I do not. What version number of the app are you using? I've updated recently to the newest version. The option for Camera Mount is gone.

[MplsCustomer]

@LobotC2DFW 

We're on 3.4.103 (iOS) from a week ago. But in the last couple of months I've noticed that Google Nest can also make changes on its servers that affect how the app works.

[LobotC2DFW]

Huh. I'm on the same version. That's a bit bizarre. I have two proporties and have set these up before so I know it's not rocket science but that was on a previous version of iOS and the Google Home app. The app knows the doorbell is on the network because it's assigned an IP address.  Firewall?

[MplsCustomer]

@LobotC2DFW 

You could try deleting and reinstalling the Google Home app, in case it's just a fluke. Otherwise, I don't know why Google Nest would remove the "Camera mount" option for the battery doorbell.

[LobotC2DFW]

Already been there and done that a few times. I've been attempting this on and off for 3 weeks now. It's annoying. My only guess it that it's the firewall at this property or it's confused because I have two properties. Time to go look up port numbers

[Jarchaz]

Having the same issue, its the app not your firewall. 

[LobotC2DFW]

Have to talked to a human at Google? (not sarcasm)

[Lance_L]

Hello Jarchaz,

I’m glad to hear that this has been sorted out, and thanks for sharing your resolution in our Community. Feel free to reach out if you have any questions in the future.

@LobotC2DFW, have you had a chance to try the suggestions above?

Keep me posted.

Thanks for the help, MplsCustomer.

Best,

Lance

[LobotC2DFW]

Not yet. I'll try it at my earliest convenience though.

[LobotC2DFW]

I just tried to add a 2nd Gen Nest Cam to my network just out of curiosity and the setup in the newest version of the iOS Google Home app and it immediately failed after the QR code scan. It basically refuses to deal with the code and continue the setup.

I smell a class action lawsuit and some anti-competition homework for the FTC.

[Jarchaz]

The option is there for my nest cam, just not for the bell. 

 

[LobotC2DFW]

I just set up the Nest Cam in the Nest App and works perfectly and even transfers the settings to the Google Home app.

I took a stab at setting up the doorbell in the Nest app to no avail. It punted me to the Google Home app, where the setup fails after the scan.

[MplsCustomer]

@LobotC2DFW 

The newer Google Nest cameras and doorbells released starting in Sept. 2021 get installed only in the Google Home app. Our older Google Nest cameras and doorbells continue to get installed in the Google Nest app, but will then automatically appear in the Google Home app, though they are still administered in the Google Nest app. We have some of both.

[MplsCustomer]

@LobotC2DFW 

That does not seem right at all. We have a battery camera and a 2nd gen indoor camera that we were able to install without any issues at all. Have you tried the "Continue without scanning" option and entered the 6-character alphanumeric Setup Code instead?

[LobotC2DFW]

Thanks for the suggestion but I've definitely been there and done that. Doesn't make a difference.

[MplsCustomer]

@LobotC2DFW 

Are you still unable to get your battery doorbell working with 3rd-part mounting brackets>

Have you tried contacting Support to ask what happened to the "Camera mount" option?

I think I've seen posts from other customers who say there's a small magnet in Google Nest's mounting bracket, and when the doorbell senses that magnet, it then decides that it is "mounted".

[LobotC2DFW]

The first third party bracket had a little neodymium magenet in the box. I'm not sure the current one does but I'll look again.

[Jarchaz · Accepted solution]

Yeah that fixed, my third party mount fit a small magnet very well. I glued a magnet the size of a nickel to the mount and it works well.  

[LobotC2DFW]

So that's the issue? You've got to be kidding me.

[LobotC2DFW]

This in fact the solution. FINALLY got it working. 3rd party bracket came with a small neodymium magnet on the top right corner of the included bracket and you have to use it or you will receive "Device Unmounted" every time no matter how many attempts you make at the setup routine. The Google OEM brackets are apparently magnetic but you can't use it with the 3rd party mounting bracket. You have to use the 3rd party mounting bracket and add the magnet.

[Lance_L]

Hey LobotC2DFW,

I’m happy to hear that the issue has been resolved. Thanks for sharing your resolution with the Community.

Reach out if you have any other concerns or questions.

Cheers,

Lance