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Doorbell offline when doorbell pushed

AP6
Community Member

Camera works fine.. until someone rings the doorbell. Then it goes offline and won’t allow me to see who is at the door… which is the entire purpose of having it. Why is this happening? Please help me fix it. 

4 REPLIES 4

MplsCustomer
Bronze
Bronze

@AP6 

If you have the older Google Nest Hello Doorbell, then the internal battery in your Nest Hello (yes, there is one) may be failing, as it has for MANY other customers. It's failed on all three of our Nest Hellos. The chief symptom is that the doorbell goes offline for a minute whenever the doorbell button is pushed. It seems to fail after a year or two, sometimes more. Google Nest says they "cannot" replace the doorbell if it is past the 1-year warranty.

The workaround is to turn off the "Indoor chime" option, in which case your indoor doorbell chime no longer works, but the doorbell no longer goes offline. You can instead turn on "Visitor announcements" and rely on notifications sent to your Nest Hubs, Nest Minis, or Nest speakers (https://support.google.com/googlenest/answer/7672451?hl=en).

A few customers have pried open their Nest Hello and replaced the internal battery (https://www.ifixit.com/Guide/Nest+Hello+Battery+Replacement/131729).

This thread below on the problem has over 1,000 replies; if you want to understand the issue in detail, browse through the replies:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Hello-Doorbell-cuts-out-when-butto...

EmersonB
Community Specialist
Community Specialist

Hi everyone,

 

@AP6 thanks for reaching out here in the Community and for sharing with us your issue. Were you able to read the information and check the links that MplsCustomer has shared? In case you have an update, you know where to find us.

 

I appreciate the help, MplsCustomer.

  

Regards,

Emerson

janthadeus
Community Specialist
Community Specialist

Hey AP6,

 

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.
 

I appreciate the help here, MplsCustomer and Emerson.

 

Thanks,

JT

janthadeus
Community Specialist
Community Specialist

Hi there,

 

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

 

Best,

JT