Google Nest Devices Stuck at 0% During Update

[Adamcho]

Dear Google Support Team,

I am seeking your assistance with my Google Nest devices. I own three Google Nest Cameras (Battery) and a Google Doorbell (Battery). Recently, I had to update my Wi-Fi connection and performed a factory reset on all the devices to reconnect them. Unfortunately, they are stuck at 0% during the “downloading update” phase.

I have taken the following steps to troubleshoot:

1. Deleted and reinstalled the Google Home app.

2. Reset the devices multiple times.

3. Tried connecting using a different router and different internet connection.

Despite these efforts, the issue persists. This is very frustrating, as I purchased these devices directly from Google approximately 2.5 years ago, and they are no longer functional.

I would appreciate your guidance on resolving this issue. Please let me know if further details are needed.

Looking forward to your assistance.

[EduardoN]

Hi Adamcho,

Thank you for contacting our support community! I sincerely apologize for the update process in your Nest Cameras and your Nest Doorbell, and I appreciate you taking the time to troubleshoot them. I'm glad to assist you.

I've reviewed the information you provided, and I have a few more questions to help me better understand the situation.

• When did you notice this situation?
• Are you trying to connect to the 2.4 GHz or the 5 GHz network?
• Could you please tell me the speed of your internet connection?
• What is the status of the lights on your Nest Cameras and Doorbell?
• Have you tried to restart the router?

Please feel free to share any additional details you think might be relevant.

Best regards,

Eduardo

[Adamcho]

Hi Eduardo,

I have tried connecting both to the 2.4GHz network alone and with the 5.0GHz network.
The internet speed is 15 Mbps.

The doorbell and cameras show a white light when in downloading status, but then they turn off.
I have also tried restarting the router and using a different router to troubleshoot the issue.

Additionally, I tested with different mobile phones and deleted/reinstalled the Google Home app, but the issue persists.

Please let me know if there are any other troubleshooting steps I should try.

[EduardoN]

Hi there,

Thank you very much for the information you provided about your previous experience. In this case, I'd like to focus directly on the following troubleshooting steps for your Nest Cameras and Doorbell. I'm here to help you!

• As you mentioned, you had already performed a factory reset, so just make sure to follow these steps to factory reset Nest camera or doorbell.
• Please ensure your devices are connected to their chargers when performing a factory reset.
• Check that the light on both devices should be blue after the factory reset.
• Install Nest Doorbell (battery) in the Google Home app.
• Set up and connect the Nest camera in the Google Home App.

Keep me posted.

Best regards,

Eduardo

[Adamcho]

Hi Eduardo, I have done all the above you mentioned and still facing inability to install all of my cameras (x3) and doorbell

[EduardoN]

Hi there,

Thanks for keeping me in the loop about your Nest Cameras and Doorbell. Thank you so much for everything you've been doing, so let's try these troubleshooting steps to get things working again:

1. Make sure Bluetooth is on. Turn Bluetooth off, then back on to refresh the connection.
2. Make sure the assisting device is awake and within pairing distance (maximum of 2 to 3 meters).
3. Move the joining device and mobile device or tablet closer to the router or the router closer to the assisting product.
4. Put the mobile device or tablet on Airplane mode, then turn on Bluetooth and Wi-Fi.
5. Try to manually enter the entry key instead of scanning.
6. Test with a mobile hotspot.
7. Create a new home structure and try to pair the problematic Nest device.

Keep me posted.

Best regards,

Eduardo