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Hello doorbell goes offline when button is pressed

JeremyDavis
Community Member

It's been constantly offline. Reset the wifi connection. Seems ok....until doorbell is pressed. Then it goes offline again. Won't reconnect. 

13 REPLIES 13

dieselshroom
Community Member

Mine as well. Comes back online on its own after a minute but missing the footage after the button press. Also notifications are very slow. Must be an issue with the nest service. 

Seems to work after resetting.  But won't stay connected to wifi. Super frustrating.  

Brad
Community Specialist
Community Specialist

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.

Brad
Community Specialist
Community Specialist

Hi there,

 

Just checking in to see if you still need assistance with this issue. If so, please let me know and I would love to look into this further for you!

 

Best Regards,

Brad.

Brad
Community Specialist
Community Specialist

Hey Folks.

 

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

 

Best Regards,

Brad.

Coavs64269
Community Member

Having the same issues.

Adrriangy
Community Member

From yesterday I have the same issues.

CJ1987
Community Member

My Google Nest Hub (1st gen) and Google Nest Max both say offline when doorbell is pressed. They just go to grey screen stating camera offline making them useless. Quality/Issues with the Nest Hello Doorbell (wired) have gotten worse over time.  

TomS
Community Member

My Nest Hello goes off line when button is pressed. Comes back after a minute. Reset did not fix it. Other searches suggest there is an internal backup battery that has failed. I am frustrated. 

RR9999
Community Member

My Nest Hello - wired (purchased March 2018) - does restart when button is pressed. This has been happening for about few months like since (edited timeframe) Dec 2020. So, it has been only good for video. I would get a notification in my phone for person/package movement or recognition until the time before the button is pressed. 

So, I finally gave up and got another one since there is a sale now (Nov 18-Dec 1, 2021).

To test the older unit, I have

1) connected via the usb port to a phone charger adapter.
2) also, reset the unit by inserting a pin in the pin hole and pressing button at the same time, adding to nest app and setting it up, etc..

Wih power via usb port, the older unit’s button press seems to be ok without restart. The ding-dong sound is heard, get notifications including voice via assistant to google home, etc. However, when I tried using the microphone in nest app, the instant after I say something, the unit restarts. (edit - needed to avoid audio echo and so ok with using mic). I plan to test the unit with a transformer adapter later this week.

RR9999
Community Member

Using a 24V/10VA power adapter - no chime/chime connector in path as in the USB powered set up-, my unit has been working ok without restarting (so far) when button pressed. Most of the features like notifications, assistant voice announcements, speaking via microphone in nest app video, etc seem to be working fine without a restart being triggered.

Btw, previously, I had left the doorbell powered via USB port from phone adapter for a couple of days and had seen no issues with some random testing of pressing the button. Hopefully, this unit continues to work ok and i can get some additional use out of it as a doorbell at another location in my home.

So, the reset (and, maybe no chime/chime connector in wiring path?) helped.

Usty
Community Member

It was the indoor chime for me. Turned it off in the nest app and it stays recording on button press. It still rings on my Google home devices so that's good enough for me. Annoying but it is what it is if I don't want to replace the doorbell. 

RR9999
Community Member

The voice notifications via Google/nest devices (I have speaker, hub, nest wifi points, etc) is actually good for me as well. I also use "familiar faces" and label the faces (ie., train the inference engine) as needed. So, the announcement is with the name of the person. Also, streaming the feed to a nest hub or tv with Chromecast. So, better than a chime sound.

In both my older (march 2018) and my new (Nov 2021) doorbell, I have now turned off the chime. So, the battery doesn't need to be stressed/cycled.