Doorbell Camera Offline

[Alix]

Not sure if I’ve put this in the right category, but my Nest Doorbell (wired) has suddenly gone offline. It was working earlier, but when I went to go to bed I got a notification saying it’s offline. I’ve tried to troubleshoot it myself, but none of the attempts have worked.

All my other cameras are online and working, and if I ring the doorbell it’s working fine too. Just not the camera. Not quite sure what my next steps are, besides calling out ADT (did all my installation) to see if they can get it to work.

[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

[sjcorrie]

was talking to support through chat but lost them, need assistance

[janthadeus]

Hey folks,
 

I’m sorry for the trouble here. Let’s sort this out —  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?

Here are some troubleshooting steps you can 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. 
 

I appreciate your help here, Brad.

Thanks,

JT

[janthadeus]

Hi there,

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

Regards,

JT

[aatienza]

Hey there,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

I appreciate the help, JT.

Thanks,

Archie