Doorbell Ring video live and recorded aren't playing

[caseface18]

Upon doorbell ring, if I click on it it only shows a black screen and the blue circle that spins and spins.  If I exit out to watch the video of doorbell ring, same thing...just spins and goes nowhere.  

Regular motion capture plays back just fine.  

I've been on with Customer Support numerous times and keep getting disconnected on their end. I have tried all the troubleshooting steps...regular resets, factory reset, testing voltage etc.  Nothing has worked. 

Can anyone help me?

[LLeeVirgo]

This has happened to me and it took MONTHS to get an answer even after hiring a technician to come out and Googles only response was that I needed to purchase a new one. I've only had it for 2 years. I JUST bought another one because I thought it would be better and my home was already connected thru Nest and Google home. DO NOT BUY!!! the other thing they would tell you to do is take it off the door and charge it via USB. Doesn't work

[Tduff]

Ive just posted about the same thing. A well known issue that Nest refuses to recognize. Apparently an internal battery exists within the wired doorbell that malfunctions after about 2 winters. As did mine. When you press the doorbell button, the camera needs this internal battery to handle the power surge that momentarily occurs. When the battery goes bad, the surge becomes too much for the doorbell and causes it to reboot. Hence why it freezes for about 30seconds to a minute. Good luck on a solution outside of buying a new doorbell every two years. 

[EmersonB]

Hello everyone,

Thanks for reaching out here in the Community. To know more about this issue, I'd like to confirm, how far is it from your Wi-Fi router? Are there any appliances in between your Nest Doorbell and router that can interfere with the wireless signal? Please share your case ID here so that we can take a look at what happened.

Regards,

Emerson