Doorbell offline, won't charge, won't factory reset

[Kim16]

I have a 2nd gen Nest doorbell (battery). I went off line suddenly 3 days ago, with 3 days battery left. I have tried:

- restarting the doorbell - did not work. I see white light, then nothing else

- charging the doorbell - it doesn't seem to be doing anything (no sound or light when plugged it)

- rebooting my router/modem - wifi password hasn't changed; other devices can connect to wi-fi

- factory reset - this doesn't work. After pressing the reset button for a long time, I only see a white light, no flashing yellow light and no sounds

- removed the device from the Google Home app. Tried to add it back, the app could not connect with the doorbell

- Google Home app is up to date

This problem seemed to happen short after the app updated itself on my phone.  This is the 2nd doorbell to break; the latch on our first broke in less than 1 yr; the replacement they sent now has lasted only 7 months. Any help is appreciated.

[sicsacol]

Hi @Kim16,

Thanks for posting in the community. I understand your Nest Doorbell (Battery) went offline suddenly, even though it has 3 days of battery left, and now you can't bring it back online as it doesn't respond. I know how concerning this may be, especially since you've already tried multiple troubleshooting steps with no success. I appreciate the detailed information shared and the troubleshooting efforts you've made. Don't worry, let's work together to see what's going on with your Nest Doorbell. I have a few questions for you:

• Did you notice or experience any power outages recently?
• Are you using the original cable to charge your Nest Doorbell? 
• What kind of environment is your Nest Doorbell in? Has it been exposed to extreme temperatures?
• Can you explain how you performed the factory reset?

Please let me know the answer to these questions.

Cheers,
Jonathan

[Kim16]

Hi Jonathan, 

Thanks for responding.  

• We haven't had any power outages recently 
• We tried charging with the original cable and other cables. None worked
• Our doorbell is in a shaded area. It was hot but not extreme (less than 30 degrees Celcius)
• I tried the factory reset by inserting the pin and holding for a long time. ( a ministry, maybe more).  I waited for thr light to flash but it never did. I only see a white solid light, then nothing. 

Thanks!

[sicsacol]

Hi @Kim16,

Thanks for your response. I appreciate that you've answered the questions. To better support you, the team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there. Please be sure to include your community username and the link to this thread.

Sincerely,
Jonathan

[Kim16]

I've filled in the form, thanks.

[sicsacol]

Hi @Kim16,

We've received your form and appreciate the details you provided. Please keep an eye on your email, as someone from my team will contact you shortly to help. If you have any questions or concerns in the future, feel free to reply to this post.

Cheers,
Jonathan