Doorbell battery only displays live video if phone is next to it

[GiseA]

My google doorbell device is located at the front gate. The light is always green and it successfuly captures video when someone approachs it and sends alerts to my phone. Video is available in history with a delay for a period of time.

The live video worked well just after installed, then I started getting Device offline notification and no more live streeaming was happening. I factory reset it and it started working again and now I get the Device offline once again and restarting is not working.

It could be network problems but the light is green and I get the notifications. 

The live video works fine if I take the phone close to the doorbell camera but stops working at the distance of about 10 meters.

Any clues how I can fix that?

[GarrettDS]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed.

• Do you still need help with this issue? I know that there's been a delay in response since you posted.
• What other troubleshooting steps have you done thus far?

Please let me know if you need further assistance. 

Best Regards, 

Garrett DS

[GiseA]

Hi Garrett

Thanks for your reply. The issue is still on. The camera shows offline in the app most of the time now.

Since my email I have tried many different things, i.e. reinstall the app, remove and reinstall the device three times. 

It seems that every time I reinstall the device the problem fixes itself for a short period of time and then the camera displays offline in the app again. Then it comes back online and goes offline again. It is not reliable.

Most of the time the green light is on the camera even when it displays Offline in the app and if someone presses the button I do receive the doorbell notification so it seems that the camera is working. But I cannot get live video because it says offline in the app. 

The doorbell is connected to a wifi extension about 20 meters away from the front gate where we mounted the google doorbell. The modem is located about 40 meters away from the front gate. 

I basically gave up troubleshooting at this point.

Thanks for your help.

Gisele

[Brad]

Hey Folks.

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue. If so, please let me know and I would love to look into this further for you!

Best Regards,

Brad.

[GiseA]

Hi Brad

Thanks for your reply. The issue is still on. The camera shows offline in the app most of the time now.

Since my email I have tried many different things, i.e. reinstall the app, remove and reinstall the device three times. 

It seems that every time I reinstall the device the problem fixes itself for a short period of time and then the camera displays offline in the app again. Then it comes back online and goes offline again. It is not reliable.

Most of the time the green light is on the camera even when it displays Offline in the app and if someone presses the button I do receive the doorbell notification so it seems that the camera is working. But I cannot get live video because it says offline in the app. 

The doorbell is connected to a wifi extension about 20 meters away from the front gate where we mounted the google doorbell. The modem is located about 40 meters away from the front gate. 

I basically gave up troubleshooting at this point.

Thanks for your help.

Gisele