10-13-2022 05:10 PM
While beggining to connect Home app to Doorbell (Battery), the app does not detect the device. I have tried many times and it keeps giving me an error that it could not connect to my nest thermostat. Not sure why it would go for the thermostat than doorbell. Anyone faced a similar issue? Any work around before I return it?
10-13-2022 05:23 PM
MANY customers in this forum have encountered this "cannot connect to assisting device" error. We've been lucky but have no idea why. Some customers in this forum report success by temporarily turning off all their other Google Nest devices during the install of their new device(s). The idea is to cause the install process to let you select your Wi-Fi network name (SSID) and enter the password during the install process, instead of the install process trying--and failing--to automatically obtain the Wi-Fi credentials from an existing Google Nest device (in your case, your Nest thermostat). For customers with many Google Nest devices, they have no idea which device is regarded as the "assisting device". After the install of the new device(s), the customers then turn their other Google Nest devices back on.
This failure has been going on for over a year now, and I haven't seen any explanation for why the failure occurs.
10-13-2022 08:16 PM
Hey. Thank you for that. I turned off all other devices and tried again. I see an error messge "Try moving closer to your nest doorbell" although I literally put one over the other. I'm happy that its a different error message but still do not have a fix.
10-14-2022 06:29 AM
I don't know, then. There are various other posts in this forum suggesting doing a factory reset (https://support.google.com/googlenest/answer/9252162?hl=en#zippy=%2Cnest-doorbell-battery) and trying again. Others suggest doing a factory reset, then creating a temporary second Google Nest "home/structure", adding the doorbell to that home, removing it from that home, adding it to your first home, and then deleting the temporary home.
I don't know if they will work. You can try contacting Google Nest Support starting with this link; depending on the time of day and your location, you may get chat or phone contact options: https://support.google.com/googlenest/gethelp
10-17-2022 10:59 PM
Hi folks
Checking in — were you able to try the steps shared by MplsCustomer? If so, how did it go? Let me know if you need more help.
I appreciate the help here, MplsCustomer.
Thanks,
JT
10-18-2022 05:50 AM
Hi JT. I tried the steps MplsCustomer sent but still the app could not locate the doorbell. I treid force reset from the back and tried again, still no luck. I'm at a point where I just want to return the product. 😞
10-18-2022 07:37 AM
You could try contacting Support; depending on your location and the time of day, you may have the choice of a chat or phone contact:
10-19-2022 11:07 PM
Hi mamidala,
Checking in — have you had the chance to speak to our support team as suggested by MplsCustomer? If so, how did it go? Let me know if you need more help.
Thanks for your continued assistance, MplsCustomer.
Best,
JT
10-22-2022 11:13 PM
Hi there,
Checking in to see if you still need help with this. In case there are any follow-up questions or comments, feel free to update this thread and we're happy to assist you further.
Regards,
JT
10-24-2022 11:22 AM
Hi there,
Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.
Best regards,
Brad