Google Wired Doorbell 2nd Gen No Notifications on Phones, No Visitor Announcements on Hubs/History

[pskingra]

So I installed the Google Nest Doorbell 2nd Generation and for about 3 months it was working fine. All of a sudden I'm having the following Problems:

When the doorbell is pressed:

1. No Notification on Phones (iPhone and Android). All permissions are the same. Notifications are on. Do not Disturb mode is off.  But I can stream the Doorbell on the phones through the app (not automatically on doorbell press)

2. No Notification or automatic video stream on the Google Nest Hubs 2nd Gen (I can still stream it on command).

3. In the History Section of the Doorbell it says no events recorded but I have another Nest Wired Camera which has all the history. I do have Nest Aware.

I've already factory reset the doorbell once but nothing has changed. This is driving me insane. The point of a Smart doorbell is to get alerts on my phones and Hubs.

[MplsCustomer]

@pskingra 

If you've done a factory reset with no change, perhaps you should try contacting Support about getting your doorbell replaced under the 1-year warranty:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[EmptyNester]

When you set up the newer doorbell in the Google Home app did you by any chance set up a different "home" than the other camera?    The way nest aware works is for each "home" in your account you have to pay for a separate Nest Aware account.

That being said confirm that you actually have the Nest Aware  or Nest Aware "PLUS" subscription.  Do this by going into the Google Home app and at the top level (where you see your devices) click the SETTING gear in the lower right corner.   The scroll down and select Subscriptions.  Then select NEST AWARE.  At the top it should say "NEST AWARE" or "NEST AWARE PLUS".    Does it say that?

[pskingra]

I believe all the information is in my original post. I have nest aware and not plus. Also same home. 

[m_k23]

Can confirm the problem. 

No changed configuration, but announcements on the google devices are no longer working. I dont get a popup or sound on any of them (Google Home mini, Nest Hub). Configuration longer than a year working without problems, no changes anywhere. 
Cant confirm when it started, just returned some hours ago back to home from a short vacation. Was working 5 days ago when the family left .

The only difference is to pskingra : I can see the "Ring" Events in the app if i filter for it.

Cant contact Customer support right now from Germany. I think maybe some update killed something.

[EmptyNester]

Hello m_k23.  I wonder if it has anything to do with being in another country.  Google has some funny licensing and legal issues when their apps are used in other countries.   Is there someone back home that has access to the cameras and are they getting the announcements on their phone?   ... just a thought.

[m_k23]

I dont think it has to do with that. We stayed in the EU and we also dont use notifications on our phones. Only on the connected Nest Devices in the house. 

Thats why i can only confirm it now. We arrived home and the pizza delivery had to knock to get our attention because there was no announcement on any of the devices in the house.

[m_k23]

hmm. just found this thread: https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/No-alert-when-someone-rings-the-nest-do...

Looks like there is a internal battery which could explain the problem. I am not using an "Indoor Chime", but the rest sounds like my problem ... I will have a deeper look tomorrow and maybe contact customer support.

[EmptyNester]

Yes, that could be it.   Are you on the Gen 1 (Nest Hello) doorbell? or the newer Gen 2 Nest Doorbell?  Both have internal batteries that are not user replaceable.   But you usually get about 3 years before they start to act up.

I believe one test you can do to see if it is the batter is go onto your phone and watch the LIVE image.  Then while you are watching push the door bell button and if the video goes away then it could be the battery issue.  Although I'm not sure this is a 100% test for sure

Also, you probably have already done this but have you powered down and back up your WIFI network?  This will force all  your devices to re-connect.   

[pskingra]

It seems like you’re replying on every comment with the most basic of information to get the badges. 

[EmptyNester]

Hello Pskingra,   I'm out of ideas.  You may want to contact Google Nest and speak with an actual Google Nest tech person.   Here is the link to open a ticket.  After you answer the questions you are given the change to have a phone call.  

https://support.google.com/googlenest/gethelp

[MplsCustomer]

@m_k23 

I haven't seen ANY posts yet in this forum about the internal battery failing on the 2nd gen Google Nest Doorbell that is installed in the Google Home app.  The internal battery has now failed in all three of our 1st gen Google Nest Hello Doorbells (installed in the Google Nest app), and we have turned off the "Indoor chime" option (which prevents them from going offline for a minute when the doorbell button is pressed); we use the "Visitor announcements" option instead, and all three doorbells continue to work.

[m_k23]

After looking into it. I have a Gen1 Wired 🙂 but you are right, the battery should not be the problem. I already resetted the doorbell and had a one and a half hour session with Google Support. I think they have no more ideas at the moment ^^

I tested more and the strange thing is. The notification is trying to show up. I see a short white screen on the Nest Hub but it dissapears before anything is happening. Very strange. Waiting for Customer Support if they have another idea what the problem is.

But in my case it looks like we can rule out the battery issue.

[EmptyNester]

@m_k23  If you haven't already, you might try pulling the power on the Nest Hub for about 20 seconds and plugging it back in.  I have to do that with mine every few days or it keeps telling me "camera off-line" which it isn't.  Once I power-cycle it all is good with me watching the life image of the camera.

I'm looking forward to hearing how this plays out with their response.

[thegios]

I have notification problems with a brand new nest camera (battery) so this may be related as probably there could be a notification issue on Google's server?

I have just bought a 2nd gen battery Nest camera.

It installed correctly in Google Home, all push notifications are set correctly, events are correctly logged... BUT... I do not get any notification. After installing the camera I managed to get a couple of notifications but then no other notifications are being received. The "only when away" option is disabled, so I am supposed to get notifications always, regardless if someone is at home or not.

[EmptyNester]

@thegios  I'm out of ideas at this point.  I think your next step is to reach out to Google and speak with an actual Google Tech person.  The way to do it is to create a support ticket and answer the question and you should be given the opportunity to speak with a support person on the phone.  They will not doubt want to put you thru all the normal trouble shooting steps.  So maybe be prepared for a 1-hour phone call.

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

Please return here and let us know  how it went.

[thegios]

Being late at night I chose chat, still waiting for an answer after 1h 1/2 🤷🏻‍♂️

[MplsCustomer]

@thegios 

Do you by any chance have an iPhone? If so, under Settings | Notifications | Google Home, are "Allow Notifications", "Time Sensitive Notifications", "Sounds", and "Badges" enabled?

[thegios]

My wife has an iPhone, I set up Google.Home for her and she has my same problem: she doesn't receive notifications.

Yet, I've just noticed something strange: if I keep camera off for say 1/2h, when I turn it on and walk in front I do get the first notification but not the other ones, even if the motion detections are correctly logged.

I will try to keep.the camera on for 1/2 and then walk in front, to see if I get the same behaviour.

Could it be that no notification is sent if the new one happens within X minutes from the previous one?

[MplsCustomer]

@thegios 

Google Nest cameras all have some sort of recovery time built into them, such that if a notification is sent by the camera, another notification will not be sent for some time interval after the first notification (5 minutes? 10 minutes?). Google Nest does not document this, but you won't get, say 5 notifications in 3 minutes.

[thegios]

Well ok also.my mi camera has the same "cool down" feature, but at least I can choose for a range between 3 and 15 minutes.

[MplsCustomer]

@thegios 

The cool down period apparently varies from camera to camera, and is NOT configurable. At least a year ago, a Google Nest Community Specialist posted a chart in this forum in reply to a question; the chart showed different cool down periods for each camera model under different circumstances. But the chart was deleted from this forum in a day or so.

[thegios]

Typical. I also have a Thermostat and I have no idea how to put it back in learning mode for true radiant when I change radiators' water temperature or when I changed boiler.

[MplsCustomer]

@thegios 

We've had a battery camera for over 2 years, plugged in with the optional power cable. We regularly receive notifications. However, if we unplug our camera and test it running on battery power, it does a poor job of detecting someone walking directly in front of the camera.

Under Settings | Events | Seen Events for your camera in the Google Home app, when you select a zone, do you have both of these settings enabled for the events for which you are not receiving notifications?

[thegios]

Yes I do, but as I found out, it seems the camera has a cool down period of a few minutes: if you get a notification, you won't get another one withing the cool down period, even if events are detected.

[thegios]

@MplsCustomer probably you the answer to another question 😁 how do I disable the "battery fully charged" notification?

[MplsCustomer]

@thegios 

We've never seen a "battery fully charged" notification, but our battery camera is always plugged in.