Google Nest Doorbell Battery Keeps going offline

[jralph23]

Hi

I know that this has been posted before, but none of the other threads answer my question. 

I have a google nest doorbell battery powered by an AC supply. It keeps going offline and the only way to get it back is to restart my router. 

The doorbell is only a few meters away from the access point (note: I cannot move it closer), and when it goes offline it seems to still be connected to the wifi network (as can be seen from the device list on the router).

I don't have a dual 2.4ghz/5ghz network. I've separated them and connected the doorbell to the 2.4ghz network, and I've assigned it a static IP address, plus I've changed settings on the router so it won't kick off devices for having a low signal.

Considering the doorbell seems to stay connected to the wifi when it goes "offline" it seems that the connection to the Google servers is the issue.

Having to reboot the router everything it goes offline is incredibly frustrating. Is there a fix to this?

[Cooperr]

Same for me. This seems to be more commen since the resent Gemini update.

[sicsacol]

Hi all,

Thanks for posting in the community. I'm sorry to hear your Nest Doorbell (battery), powered by an AC supply, keeps going offline even though it still shows up as connected to your network on your router's device list. I understand this must be frustrating since the only way to temporarily resolve the issue is by resetting your router, and you've already taken proactive steps like separating your Wi-Fi networks and assigning a static IP address. I appreciate the detailed information you've shared and your efforts in troubleshooting. No worries, let's work together to get this resolved. To help me with that, I have some questions for you:

• When your Nest Doorbell goes offline, what is the status of the light? Please refer to the following article to know the meaning of the lights: Nest camera and doorbell lights and sounds.
• Are you experiencing this connection issue with other Nest devices as well?
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near your Nest Doorbell?

Any additional details you can provide will be helpful.

Cheers,
Jonathan

[jralph23]

Hi Jonathan

Thanks for replying.

I cannot tell you the light status when it goes offline as I haven't paid attention to it. But what I can tell you is that the doorbell acts as normal when it's "offline". When you press the door bell the light turns green and the door bell rings - it just doesn't ring on other devices around the house (nest speakers, hub display, etc.) - like it's been isolated and the doorbell doesn't know it.
This is the only device I'm experiencing this with and I have 3 mini nest speaker and a nest hub connected to the same network.
There are no other wireless devices near the nest door bell, nor the access point it's connected to, except the nest hub which is somewhat close to the access point that the doorbell connects to.

[sicsacol]

Hi @jralph23,

Thanks for your response and for taking the time to answer the previous questions. Since you've already tried some troubleshooting steps, let's try to get a bit more information to pinpoint the cause of the connection drops:

• Can you confirm if your network is a standard home Wi-Fi network? The Nest Doorbell doesn't work well with or is incompatible with certain network types. If your network requires a username and password upon connection (an Enterprise or 802.1x network) or forces you to sign in through a webpage (a Captive Portal network), that could be causing the connection drops. Please visit this article to check which Wi-Fi networks that are incompatible or aren’t recommended.
• When your Nest Doorbell goes offline, do you receive any specific error messages or codes within the Google Home app itself? Knowing if the app is reporting a particular error could help pinpoint the problem immediately. Also, how often is this happening—is it once a day, or more frequently?
• Please run a speed test from a device that is connected to the same Wi-Fi network as the doorbell and located near it. As soon as you're done, please provide me with both your download speed and, most importantly, your upload speed.

Please keep me updated.

Regards,
Jonathan

[jralph23]

Ok.
1. It's a standard network. There is no additional login via web portal or anything.
2. No. Just a notification from the Google App saying "Doorbell Offline"
3. Speed test results: Download: 99mbps, upload 19 mbps. Connection is a 100/20 fibre.

[sicsacol]

Hi @jralph23,

Thanks for your update. I appreciate you taking the time to provide all the information requested. It's really helpful that we've been able to confirm your network is standard, your speeds are excellent, and no specific error codes are popping up. First, let's try just restarting the doorbell itself to refresh its internal software and connection to the Google servers. While you've been rebooting the router, a dedicated device restart can often clear up these intermittent connection issues:

• Locate the reset pinhole on the back of the doorbell.
• Press and hold for 5 seconds. Your doorbell will restart, and the status light will be steady and solid white.

If the device restart doesn't resolve the issue, the next most likely cause is a conflict with a specific security or optimization feature on your router. Since the device stays connected to your Wi-Fi but loses connection to Google, it often points to one of these settings, limiting communication. Please check these settings in your router's administration page, if you are comfortable doing so:

• Beamforming: If your router has a beamforming feature, please try disabling it.
• Parental Controls or Firewall Security: High firewall security or parental control settings can sometimes block the communication the doorbell needs to talk to the Nest servers.
• Quality of Service (QoS)/Device Priority: If your router uses a QoS or device priority setting, it could be limiting the bandwidth available for the Nest Doorbell. Try moving the device to a high-priority spot or temporarily disabling the feature.

Please keep me updated on the progress.

Sincerely,
Jonathan

[jralph23]

Hi again

I've restarted and even factory reset the door bell multiple times - nothing changes. But just a simple reboot of the device is not a long term fix. I restart it, it works fine for a while, then it happens again eventually.
I have already adjusted many settings in my router including disabling beamforming and there has been no change.
I do not have any parental controls enabled, and if there was a firewall that was blocking the doorbell, it wouldn't just work for a while then suddenly stop working - it wouldn't connect at all.
I don't use QoS at all - all disabled.
I'm not convinced that this is something that is being caused by any settings at my end, and even if it was, no one should have to dig so deep into their router settings to make a simple wifi connected doorbell work reliably.