Doorbell stuck at offline mode. Unable to restart to reset.

[jasoncy]

Hi Google,

My doorbell was working fine for 3 months until last week it went offline and I could not get back online again. I tried pressing and holding the reset pin at the back for at least 5 seconds to reset and 15 sec to factory reset but the doorbell is still unresponsive. Last I checked the app, it has 79% so it should not be a battery problem. Please advise. 

[i_maq]

Same here!

[Brad]

Hi there, 

Sorry to hear you're experiencing this, as I can imagine it has been an inconvenience. I would love to look into this further for you. Do you see any lights or anything on your doorbell? Have you tried to just take it inside and charge it for a bit? Please let me know.

Best regards, 
Brad

[jasoncy]

Hi Brad,

I tried taking it in and charging it as well but still the same story. Contacted Google and received a replacement. So far so good for now. 

[EmersonB]

Hello everyone,

@i_maq I wanted to follow up and see if you're still in need of assistance? Let me know if you have additional questions.

@jasoncy thanks for getting back to us and we're glad that it's working fine now.

I appreciate the help, Brad.

Best,
Emerson

[i_maq]

Hi, which form?

So I followed the official documentation on charging/resetting it, the doorbell itself is working but it's showing as offline for the last few days, no video footage capturing etc but it makes the doorbell noise. Wifi is definitely working fine as I have other Google devices nearby on the same network working as normal.

[EmersonB]

Hello i_maq,

Thanks for the update. Have you tried restarting your mobile phone and WiFi network? Reinstalling your Nest app or Google Home app sometimes does the trick. Let us know how it goes.

Best,
Emerson

[i_maq]

Hi,

Yes I've restarted phone and wifi network, if I reinstall the Google Home app, will I need to re-add all my devices? I have 11 devices setup in the app, 10 of them are still working fine...

[EmersonB]

Hi i_maq,

We appreciate the information. Your Nest devices are linked to your account and not to your Nest App or Google Home app. So if you reinstall it, all the devices would still be there.

Regards,

Emerson

[i_maq]

Well I took your advice and now I have re-add 11 devices one by one back to my Google Home app and all my rooms aren't there anymore 😑

[Brad]

@i_maq

We definitely understand that adding back all of your devices manually can be a hassle, but I have found and seen, that this tends to be the best case scenario in regard to this thread. Thank you for trying the process. Please let me know if that worked or not for you.

Best regards,

Brad

[Brad]

Hi there, 

Just checking in to see how the conversation is going. Did you have any success with adding your devices back into the app? Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad