Google Nest Hello Doorbell won't connect to app

[ReGo]

So, I tried the new Nest Doorbell 2nd Gen (wired) and I absolutely hate it! I ordered a new Nest Hello Doorbell 1st Gen, and the installation was going smoothly until I got to the "looking for your camera" portion. The camera won't be recognized by the app on my iOS device. I've done both a soft and hard reset (it's new, no history to worry about) all to no avail. I've tried reconnecting my Nest Aware to my wifi, but I keep getting the "Something went wrong" prompt after a few moments of trying to find my camera. Any help will be appreciated. I'm trying this......and all it gets me is this.

[David_K]

The NC023 error means the doorbell couldn't connect to your phone via Bluetooth. Is Bluetooth turned on on your phone?

[ReGo]

It has been on, I've tried turning it off and back on, no change. 🤔

[David_K]

In that case, try these steps:

1. Force close the Nest app. Swipe up from the bottom of your phone or tablet, hold, then let go. Swipe up on the app. On older devices with a home button, double-click the Home button, then swipe up on the app.
2. Use the instructions in this article to restart your doorbell (not reset).
3. On your phone or tablet, switch Bluetooth off and then on again to reset the connection. Make sure that Bluetooth is on when you’re done. On rare occasions, your phone or tablet might not let you turn on Bluetooth. If you run into this issue, try to reboot your device. Otherwise, skip to the next step.
4. After turning on Bluetooth, bring your phone or tablet within 12 inches (0.3 m) of your doorbell, and keep it there until setup is complete to help reduce wireless interference that may disrupt the Bluetooth connection.
5. Now, retry setup.
6. If you still can’t set up your doorbell, you could try a different phone or tablet if you have one.
7. If the Nest app displays a Bluetooth error again, reboot your phone or tablet if you haven’t already. Then try to set up your doorbell again.

[ReGo]

okay, progress, but I've got a new issue. After trying all your suggestions, I "manually" inputted the 6-character device code instead of scanning the QR code. That seemed to get me somewhere, at least to the "Choose the last 4 digits of your camera's serial number" prompt, but that's where I get stuck because it does not show the last 4 digits of my device's S.N. (attaching screenshots below.)

Any suggestions?

only one option for a S.N. that is not for my deviceno error code, just this prompt when the connection does not work.

[David_K]

Is your phone connected to any other Bluetooth devices during the setup? Try "forgetting" those devices in your phone's Bluetooth settings temporarily so nothing is connected to your phone's Bluetooth. You can add them back again after setup.

I'm assuming you're using the latest version of the Nest app? It might be worth removing the app and reinstalling it?

[MplsCustomer]

@ReGo 

Some thoughts if @David_K 's latest suggestion does not work.

It's just strange that the Google Nest app would display the wrong last 4 characters of the serial number. Is the 2nd Gen Google Nest Doorbell that you gave up on still in your house somewhere within Wi-Fi range, such that the Google Nest app is incorrectly getting that serial number from that doorbell instead?

Did you purchase your Google Nest Hello Doorbell from a reputable seller? I'm asking whether there is something suspect about your doorbell, since Google Nest is no longer selling the Nest Hello. Is it possible, for example, that you have a really old, though still boxed, Nest Hello with firmware that is out of sync with the current Google Nest app? (This is just speculation on my part, trying to guess at what's going on.)

[ReGo]

Thanks for the response. I've already returned the 2nd Gen doorbell, so I ruled that bit out. But the seller could've been the problem. I've already boxed and returned and purchased a replacement from a different seller. Will keep you posted. 

[EdmondB]

Hello ReGo,

I’m sorry for the trouble this has caused you. Let me help you out. Since you manually enter the entry key on the Nest doorbell, it should automatically match the last four digits of the serial number on the device, which you can confirm if you check on the back of the Nest Hello on top of the QR code. Let me know if you use the replacement Nest Hello and still have the same error message in the Nest app.
 

Thanks for the help, @David_K and MplsCustomer.

I look forward to your response.

Best,
Edmond

[EdmondB]

Hi there,

I just wanted to follow up and see if you still need any help. Let me know if you have any additional questions from here

Best.
Edmond