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Door bell not able to connect to camera

chienwu228
Community Member

New doorbell was not able to connect to camera via Bluetooth when adding new device from Nest app (Error node NC021). Same error code received even with Bluetooth reset, phone reset and different phone. Tried many times following instructions for factory rest but it never shows sign of factory reset (chime and its light ring will start spinning blue, then flash yellow, and then all the lights will turn off). Instead doorbell came back with blue flashing after releasing two bottoms (reset bottoms in the back and ring bottom). How can you connect doorbell camera?

5 REPLIES 5

janthadeus
Community Specialist
Community Specialist

Hi chienwu228,

Thanks for reaching out. I appreciate your efforts here. Let’s get this sorted — a few questions: how far is the doorbell from the router? What WiFi frequency band do you try to connect to (2.4 GHz or 5 GHz)? When did the issue start? Also, how far have you gotten in pairing your doorbell?

You can also give these steps a try:

  1. Close all the apps running in the background of your phone, reopen the Google Home app then try adding it again.
  2. Bring your phone closer to the doorbell within 10 to 12 inches during pairing setup
  3. Put your mobile device on airplane mode, then turn on Bluetooth and WiFi.
  4. Turn off your phone’s cellular data. Then, try adding it again.

Let me know how it goes.

Thanks,

JT

chienwu228
Community Member

To answer your questions. Roughly 30 feet from doorbell to the router. Both 2.4 GHz and 5GHz are available to connect and it should be internally controlled by router (Netgear AX4300). This issue occurred since we started to install this new doorbell and the doorbell has been in pairing within 12 inches.

I've tried the suggested steps but apparently it does not work. Nest app still shows error code NC021.

Let me know how we should proceed.

Thanks for your help.

YC

janthadeus
Community Specialist
Community Specialist

Hi there,

Thanks for trying to isolate the issue with your Nest Hello doorbell (wired). It looks like it’s not getting any power from your transformer. Let’s further check — a few questions: what’s the voltage of your transformer? How’s the temperature of the doorbell (warm, hot, cold or normal)? What country are you located in? Has there been any recent power outage in your area? Also, has it been exposed to direct sunlight?

Give these steps a try:

  1. Ensure the wires are connected securely into the doorbell.
  2. Remove the wires from the doorbell then use the included USB cable to plug your camera directly into a USB port on your computer.
  3. When the light pulses blue, wait for a couple of minutes to reconnect it to your Wi-Fi. Otherwise, your doorbell is dead.
  4. Mount your doorbell to the wall plate.

Important: When the doorbell shows a blue pulsing light when connected to a computer, it means it’s working. They may be issues on your wires or transformer. I recommend scheduling a visit with our partnered Nest Pro.

Thanks,

JT

janthadeus
Community Specialist
Community Specialist

Hey there,

It's me again. I want to make sure you're all good — did those steps work?

Regards,
JT

janthadeus
Community Specialist
Community Specialist

Hi there,

Just checking in 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