Doorbell camera offline ... wait, not it's not.

[Mayday]

When I go to the app on my phone, it shows my doorbell camera offline.  Camera in living room is working fine.  However, I get motion alerts and if I click on one of those to go to the app, the camera is working fine.  

BTW, I went to Google Home and see the doorbell camera there.  Sometimes it's working  Sometimes offline.  There I get a message to migrate to Google Home to see history so I don't think I migrated accidentally.

[Andyb1126]

I've been harassing google for weeks about this. Since my cameras migrated to Google home, very rarely do they all work at the same time. The product is absolute garbage and they have stopped replying to me on Twitter. I'm all in on Google but the time is coming for me to bin these pieces of crap and invest in a different system 

[Mayday]

Thank you.  I have two cameras.  One in my doorbell and one in my dining room.  It's the doorbell that is giving me the "offline" problem.  Someone asked "did you migrate it to Google Home."  I didn't think I did but when I went to Google Home it showed my doorbell camera but not the dining room. BUT - it said, migrate your camera to Google Home if you want event history.  Totally confused.  Don't know if I migrated or not.  I should switch back to Ring.

[Guarcax]

Hi @Mayday !

Thanks for posting in the community.
I’m sorry for the inconveniences that you’ve been experiencing with your Nest doorbell. I understand that your Nest camera is constantly going offline, and you are also receiving a message to migrate your camera to the Google Home app. No worries, I’m happy to help you find a solution.

In order to help you better, I need some extra information. Here are some questions for you:

• When did the issue start?
• How far is the doorbell from the router?
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the doorbell?
• Do other devices experience slow internet speeds?
• What troubleshooting steps have you done so far?
• Are both cameras connected to the same account?

Regarding the message that you are receiving about migrating the doorbell to the Google Home app. It means that your account is already migrated to a Google Account; however, the camera is still working in the Nest app and showing there the video history. If you want to be able to control your camera and have all the features like the video history on the Google Home app, you will need to migrate this camera. Keep in mind that if you migrate the camera to the Google Home app, it will stop working in the Nest app.

You can also check the next article for further information: Troubleshoot event video history. 

I’ll be waiting for your response.

Regards,

Daniel.

[Mayday]

• When did the issue start?   This summer.  Have had the doorbell camera for 5+ years.
• How far is the doorbell from the router?  About 30 feet.
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the doorbell?  No.
• Do other devices experience slow internet speeds?  No.  Currently getting 440 Mbps down and 75 Mbps up.
• What troubleshooting steps have you done so far?  None.
• Are both cameras connected to the same account?  Yes.

I don't know what I did to have the camera showing up in Google Home.  Rather have it all in just the Nest app.  Thanks.

[Guarcax]

Hi @Mayday!

Thanks for your reply and for all the shared information.

I know that you have a really good internet connection, the doorbell is receiving power, and that there are not devices that could be creating interference between the WiFi router and the Nest doorbell.

I will suggest you manually reconnect the camera to the WiFi following the next steps: 

1. On the Nest app home screen, tap Settings.
2. Select Home Info, then go to Home Wi-Fi Help.
1. If you can restart the entire WiFi network, it will be really helpful.
3. Select the offline camera.
4. Tap Start.
5. Tap Update settings and follow the on-screen prompt.

Also check if the WiFi router or access point is within a reasonable range of 3-50 ft from the Nest device.

I’ll be waiting for your response.

Regards,

Daniel.

[Mayday]

I appreciate the help.

6:45 - Did what you told me.  Got out of settings and camera was online.  Closed and reopened app a couple of times and it was working.

6:52 - Accessed app and it showed offline.  It had recorded motion at 6:47.  Went to Google Home on PC at it also showed offline there.  Left Google Home on PC and Nest App on phone both open and after about a minute both showed camera online.  Now 7:03 and both still showing online.

Keep your fingers crossed.  Thanks again.

[Mayday]

7:05 - With Google Home on PC and Nest App on phone still open, camera went offline.  We didn't move from where we were sitting in the living room the whole time.

7:10 - Reopened apps and camera back online,  🙂 

[Mayday]

Two plus hours and camera online when accessing through Nest app on phone.  🙂 

[Guarcax]

Hi @Mayday!

Thanks for your reply.

I can see that after performing the steps that I sent you before, the Nest doorbell keeps going offline after a couple of minutes or cannot stay online for a long time. Let’s keep working.

I will suggest you try a more invasive process in order to fix the issue with your Nest Doorbell:

1. Restart the Nest Doorbell.
1. Insert the release tool or a paperclip into the hole at the bottom of your doorbell to remove it from its base.
1. Tip: Don’t unscrew the wires attached to the back of your doorbell.
2. Use the release tool or paperclip to hold down the button on the back of your doorbell for about 10 seconds. Your doorbell will restart.
2. Restart your WiFi router.
1. Unplug the modem and router power cords. All the lights on the modem and router should be off.
2. Wait for 30 seconds, then plug the modem and router back in.
3. The modem and router restart. Wait a couple of minutes or until the router shows steady power and connection lights. You may also notice a quickly flashing data light.

If it is possible, I will suggest you move the WiFi router closer to the Nest Doorbell.

I’ll be waiting for your response.

Regards,

Daniel.

[Mayday]

Thanks.  I will save what you just suggested and use it if I start having issues again.  The last thing I said yesterday was "7:10 - Reopened apps and camera back online" and every time I've checked it since it's been online.  24 hours and counting.  Thanks again for your help.

[Guarcax]

Hi @Mayday!

I'm glad to hear that you were able to resolve the issue! It's great that your camera is working again and is not going offline. I appreciate your effort and patience.

Please don't hesitate to reach out if you encounter any further problems or have other questions. I’m here to assist you.

Regards,

Daniel.

[tlottie]

When I go to setting, my doorbell camera is offline.