Doorbell blue light pulsing but cannot connect

[ssherwood]

This is for WIRED gen 1 but option was not present.

I've changed my router and now cannot connect to doorbell. Have factory reset, blue light is pulsing but both my android and partners iPhone don't see the doorbell via Nest Add a Product. Error code NC023

[MplsCustomer]

@ssherwood 

Google Nest does not make it easy to change Wi-Fi settings. That's why their first recommendation when getting a new router/modem is to set the network name (SSID) and password to the same values used on the old router/modem.

If you can't do that, then for SOME older Google Nest cameras and doorbells you can FIRST do the following while still on the old Wi-Fi network: In the Google Nest app, go to Settings | Home info | Home Wi-Fi help, select the camera or doorbell you want to update, and select Start | Update settings.

If you can't do THAT, then for older Google Nest cameras and doorbells, you'll FIRST need to the following while still on the old Wi-Fi network: Go into the Google Nest app and remove your camera or doorbell.

https://support.google.com/googlenest/answer/9268073?hl=en-CA&sjid=9900225394215942214-NA#zippy=%2Cg...

If you can't do any of these because you've already updated your Wi-Fi and cannot set the network name and password to your old values, you can try setting up your camera or doorbell on a computer:

https://support.google.com/googlenest/answer/9227532

[ssherwood]

Thanks for the reply.

Router has already been changed so will try on the computer.

I think that's a flaw in the doorbell as people change routers all the time, especially with today's prices.

Surely this need to be rectified in a software update?

[Lance_L]

Hi ssherwood,

Thanks for posting. I apologize for the inconvenience — let's get this sorted out.

Let’s try the troubleshooting steps below:

1. Make sure the phone is on the same Wi-Fi network as the selected network for the Nest device.
2. Bluetooth should be enabled, but it should not be connected to any Bluetooth devices. Disconnect any Bluetooth devices paired to your phone, such as earbuds, smartwatches, etc.
3. Cellular data should be turned off.
4. On the iOS device's home screen, tap Settings > Privacy and then Local Network.
5. Turn on Local Network Access for the Nest or Google Home app.
6. Reset the doorbell to factory settings.
7. Start adding the doorbell to the Nest app.

Let me know how it goes.

I appreciate the help, MplsCustomer.

Best,

Lance

[ssherwood]

Hi Lance, thanks for the reply.

I have an android so any further tips for a Samsung device?

I'll be looking to try the above this evening.

Thanks 

[EmersonB]

Hello everyone,

@ssherwood, thanks for getting back to us. Sounds like a plan. I'll keep this thread open for a few more days and wait for your update. Let us know if you have more questions in mind.

I appreciate your response, Lance and MplsCustomer.

Regards, 

Emerson

[ssherwood]

Hi Lance

So I tried the points you mentioned but where it says 'use the USB cable supplied', my Doorbell Gen 1 did not come with any USB cable.

I tried using an alternative one but my laptop did not pick it up.

Also, when resetting the doorbell to factory settings, can you confirm the correct procedure and light/audio notifications that I should see/hear?

This is for the Gen 1.

I'm not sure why resetting the doorbell to a new router is so difficult.

I've managed to do it with my Google Smoke Detectors which had to be reset to factory settings also, but that was a very straight forward process.

Thanks

Sam

[ssherwood]

I'd also like to add that I'm very experienced with smart devices and network equipment so this is not a user issue in the slightest.

[EmersonB]

Hello ssherwood,

We appreciate your update. To confirm, how many home structures do you have? Try reinstalling your Nest app and restart your mobile phone.

Give these steps a try to reset your Nest Doorbell:

1. To remove your doorbell from its base, insert the release tool into the hole at the bottom of your Nest Doorbell. You can also use an unfolded paper clip or a thumbtack.

• Tip: Don't unscrew the wires attached to the back of your Nest Doorbell.

1. Hold down two buttons on your Nest Doorbell for about 10 seconds:

• Hold down the reset pin on the back (insert the release tool or paperclip into the hole near the top).
• At the same time, hold down the big doorbell button on the front.

1. Your Nest Doorbell will chime and its light ring will start spinning blue, then flash yellow, and then all the lights will turn off. Release the two buttons.
2. The factory reset is complete when your Nest Doorbell chimes and the light ring starts slowly pulsing blue.
3. After the factory reset, your Nest Doorbell will appear as "Offline" in the app until you remove it.
4. To remove it from the app: open the app, then tap Settings  Remove device  Confirm.
5. If you're giving your Nest Doorbell to someone else, you're done. If you want to reconnect your Nest Doorbell to the app, simply go through camera setup in the app again.

Let us know how it goes.

Regards, 

Emerson

[EmersonB]

Hi ssherwood,

I'm dropping by to ensure that everything is covered here. How's it going with your Nest Camera? We would appreciate it if you could share the information I’m asking above. Also, were you able to perform the steps I’m suggesting? We'd be glad to hear from you.

Best, 
Emerson

[ssherwood]

Hi Emerson

I have tried to add the doorbell again after reinstalling the app but still no luck.

[ssherwood]

Hi Emerson

Do we have an update on this please?

Thanks

[Lance_L]

Hello Sam,

I'm sorry for the delay. Since the steps didn't work on your end, I'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once you're done.

Thanks for the help, MplsCustomer and Emerson.

Cheers,

Lance

[ssherwood]

Hi Lance

Completed the form as requested.

What happens next? 

Thanks 

[zoeuvre]

Hi folks,

@ssherwood, thanks for the update. We got the form you've submitted — thanks for filling that out. I'll consider this post complete and lock the thread within 24 hours. Please keep an eye on your email, as someone from our team will reach out to you to assist you further.

I appreciate your help here, @MplsCustomer, Lance, and Emerson. 

All the best,

Zoe

[ssherwood]

Hi Zoe

Thanks for the update.

Sam

[zoeuvre]

Hello there, 

I'll go ahead and lock this thread in 24 hours. If you happen to have the same concern feel free to reach us out here or start a new thread.

Cheers,

Zoe

[ssherwood]

Hi Emerson

The Google products we have in our home are as below:

Doorbell

4x smoke detectors 

2x thermostats

1x smart hub

So it appears the doorbell is correctly resetting back to factory settings as the lights go completely out, there is a small delay of around 3-5 seconds followed by a chime and then a slow pulsing blue light on the front.

The problem still persists with adding the doorbell via Bluetooth using the methods advised by Lance above.

I have also tried this on my partners iPhone.

I have tried both scanning the QR code as well as typing in the SN shown on the back of the device.

I aim to uninstall and reinstall the app and try again in the coming days so I will get back to you shortly.

If this does not work, what is the plan going forward?

Thanks 

Sam