Google Nest Doorbell (Battery) Device Unmounted Issue

[RyanS25]

Im having trouble setting up my Google Nest Doorbell (Battery)

I manage to go through the Setup, the Doorbell's camera is streaming to the iPhone during the setup stage but once setup is complete the Google Home App says that the device is unmounted (see attach). I have unmounted and remounted the Doorbell several times, I have performed a hard reset the Doorbell twice,  and I've used an Android Smart Phone to test if it's an issue with the iOS, and I unfortunately have the same issue.

Does anyone have any thoughts or suggestions (I have also provided device information attached below so I am open to any suggestions.

Kind Regards,

Device information (does any of this information help?)The Screen that comes up when the Doorbell is selected

[MplsCustomer]

@RyanS25 

I don't know if this will help or not (we don't have the Google Nest Battery Doorbell), but here's what Google Nest Help says about "device unmounted":

https://support.google.com/googlenest/answer/10971227?hl=en

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Please let me know if you need further assistance. 

Best Regards, 

Brad.

[RyanS25]

Hello Brad,

Thank you for replying, If you not too busy I think there may be a solution to my issue.
I remember reading something a user by the name of Letsboogie mentioned:

"Some of the metal brackets must be made with a slight imperfection that prevents it from hitting the button on the back of the doorbell properly. To be clear, i had the doorbell completely locked into place correctly with the first mounting bracket and it didn't work. Did the same exact thing with the 2nd bracket and it worked perfectly. And this must be why other people said the only fix they could figure out was to buy a new doorbell. The new doorbell came with a mounting bracket that didn't have the imperfection."

(https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Why-my-100-charged-mounted-google-doorb...)
Do you know know if it is possible to order a replacement mount? I'm happy to pay for shipping or any additional fees.

Look forward to hearing from you soon.
Ryan.

[Brad]

@RyanS25

You can definitely reach out to Support to see if that is something they can replace. Usually, it's a new device if you are in warranty. Just fill out that form in the link, and then Support will reach out to you.

Best regards,

Brad.

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue. Please let me know if you need further assistance. 

Best Regards,

Brad.

[RyanS25]

Hi Brad.
I submitted my issue to support (i think it was 3 weeks ago) but so far I haven't gotten any word back.
My case ID 5-4568000031991 if that helps.
Regards,

Ryan

[Mizzle4200]

Mine is doing the same thing I lost. I found all this information online about going to settings and this and that, but nothing I've even tried holding down the little black button on the back and trying it and still same thing. If anyone figures this out PLEASE LET ME KNOW.  I'm seeing so many post about people having the same problem. 

[Brad]

Hey there,

Thank you for bringing up the concern you're experiencing, I would love to look into this further for you. The first troubleshooting step that I'd recommend would be to restart your device. This process should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.

Best regards,
Brad

[janthadeus]

Hi all,

We haven't received your form. Were you able to fill it out? Do you still need help?

I appreciate the help, Brad.

Thanks,

JT

[aatienza]

Hello there,

It's us again. Were you able to fill out the form?

Thanks,

Archie

[RyanS25]

Hello Archie.

My sincere apologies for the very late reply.

The New Doorbell that was the given to me fixed the issue and the Google nest Doorbell is operating as normal.

you are welcome flag this thread as “Solved/ Fulfilled”

Regards (and again sorry for the late response)

Ryan

[aatienza]

Hey RyanS25,

That's great to hear! Let us know if you have other question as I'll be locking the thread after 24 hours.

Thanks,

Archie

[ZhaoNl]

Hi 

I have exactly same issue. At the beginning, I think the issue happened to my doorbell since it was still in the warranty, so I exchanged a new one. Unfortunately the issue happened again to my new device, however I restart and reser it many times,  It always showed unmounted after I installed it successfully. But my nest cam is working well, the problem only happened to my doorbell. I do not know what should I do, should I return it and buy other brand of door bell?

[Brad]

Hey there,

Sorry to hear you're experiencing this, I can imagine this has been stressful for you. Please fill out this form, and a higher tier of support will reach out to you with next steps. As a side note; we unfortunately do not offer replacements for parts. If your device is no longer under warranty, we aren't able to offer a replacement, We're sorry for the inconvenience. 

Best regards,
Brad

[ZhaoNl]

Hi Sir

I was wondering how did you solve the problem or you do not use it anymore. I really need some help or suggestion from you.

Looking forward to your reply.