Doorbel Nest offline

[Adrian32]

Hi expert, 

For 2 days the google nest doorbell is no longer working properly, in the google home application it shows me that it is offline, I did the reinstall from scratch, I let it return to the factory settings and then I installed it again, during the installation I had no problems and the battery is full, I don't know what to do anymore, please help me, thank you

[Brad]

Hey there,

Thank you for bringing up the concern you're experiencing, I would love to look into this further for you. The first troubleshooting step that I'd recommend would be to restart your device. This process 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

[Adrian32]

Hey Brad,

I restarted the device but the problem still persists

[Brad]

@Adrian32 

Has your doorbell been connected to your Wi-Fi before? Also, what are your internet speeds like, and how far away is your camera from your router? Please let me know. 

Best regards,

Brad

[Adrian32]

Hey Brad, 

Yes, for the first time since I bought it and installed it, I connected it to the same wifi network, the internet speed is about 450 mb, the distance from the router to the camera is about 10 meters, I bought the doorbell last year in October and bye a few days ago it worked perfectly, without problems, but I don't think it's the internet or distance problem because I tested the camera at a distance of 2 meters from the router and I have the same problem, in the google home application it shows the camera disabled or offline, I also pressed the bell button and it doesn't work either, even if I gave it a normal reset or factory reset, I uninstalled the google home app and reinstalled the app again and I have the same result, the camera is disabled, I mention that I have an iPhone 13 pro with the latest version of iOS and I use 2.4 ghz wifi for installation

[Brad]

@Adrian32 

Lets go ahead and have you reach out to support for help. Please fill out this form so support can reach out to you. Please let me know once this has been filled out. 

Best regards,

Brad

[Adrian32]

Hey Brad, 

I have completed the form, thank you

[Adrian32]

Hey Brad,

I would have another problem related to the doorbell, how can I make the iPhone ring a bell longer than about 30 seconds, more precisely when someone rings the doorbell to ring a song or a longer sound on my iPhone? now if someone rings the doorbell I get a short sound on the iPhone for about 2 seconds maximum, I ask because this is one of the things that defines a doorbell, this is its purpose, thank you

[Brad]

@Adrian32 

Thank you for filling out the form, I can see it was submitted. Please wait for support to reach out to you if they haven't already. As for your other concern, please create a new thread with a new topic so we can work on that at a later time. Keeping this thread dedicated to the initial concern is best. 

Best regards,

Brad

[EmersonB]

Hi everybody,

@Adrian32, I checked your case and saw that you've been in touch with our support team. You may continue your conversation there to avoid confusion here as I'll be locking this thread after 24 hours. If you have any questions or concerns, feel free to create a new thread.

I appreciate the help, Brad.

Regards,
Emerson