Doorbell is always offline and history clips don’t ahow

[Oh_livia]

My Wi-Fi signal is strong but yet my doorbell always has a hard time going live and is constantly offline. I’ll get an alert of “person seen” and when I look at the history to watch that clip, the box is gray with a circle with an i inside of it. It doesn’t show the preview thumbnail of the clip.

any idea why this happens?

I’ve reset my Wi-Fi and again have high speed internet everywhere else with no issues.

[MplsCustomer]

@Oh_livia

Perhaps Google Nest Support should document what a gray box with a circle and an "I" inside of it means. Does it mean a poor Wi-Fi connection or something else?

[Right1]

Welcome to google since they ruined Nest.

[EmersonB]

Hi folks,

@Oh_livia thanks for reaching out and I'm sorry to hear if you're having trouble with the preview of the clip. To know more about this issue, if possible, can you send us the screenshot of the gray box with a circle and i inside of it? What model of Nest camera do you have? How far is the camera from the router? Try restarting your Nest doorbell.

Keep us posted.

I appreciate you MplsCustomer answering the concern.

Regards,
Emerson

[Oh_livia]

I’ve already tried restarting. I have the newest nest doorbell there about 50 feet from my router. How do I send a screenshot?

[Oh_livia]

 here’s the screenshot. The gray box never updated to a preview and I can’t watch anything.

[Brad]

Hi there,

I would advise that you move your Wi-Fi router closer to the doorbell. It sounds like it is not receiving a strong enough connection to stay connected. Have you made any new changes to your Wi-Fi?

Best regards,
Brad

[EmersonB]

Hi everyone,

@Oh_livia how's it going with your Nest doorbell? Did you try what Brad is suggesting? In case you made some changes to your Wifi settings, don't hesitate to update us here.

I appreciate the help, MplsCustomer and Brad.

Best,
Emerson

[EmersonB]

Hey Oh_livia,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Best,
Emerson

[MplsCustomer]

@Oh_livia

Fifty feet from your router seems like quite a distance. Our farthest camera by far is 30 feet from a wired access point, and that access point has a high-gain directional antenna to ensure a good Wi-Fi signal.