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Installing Nest Doorbell (Battery), Not Downloading Update

JBarks
Community Member

I'm installing a nest doorbell (battery) and have gotten to the download update phase but it remains at 0%. I've tried the following and nothing seems to help:

  • Restarting the installation
  • Factory reset
  • Using different Wifi
  • Moving closer to router
  • Updating home and nest apps

Are there any other suggestions for ensuring the app will download the update?

Thanks in advance.

3 Recommended AnswerS

JBarks
Community Member

It's working now. May have just been a server issue, but certainly a frustrating one.

View Recommended Answer in original post

JBarks
Community Member

Hi Brad,

My issue was resolved. It appears someone else in this thread is having an issue though.

View Recommended Answer in original post

vp1
Community Member

Apologies for the delayed update. I reached out to Google phone support the same day and was advised to set it up in a new home within the Google Home app. That went through fine for me.

 

I don't know if setting up a new home is a solution for all but it worked for me. I wonder if I was just lucky that the download servers started working when I was setting it up in the new home, or if it's is a genuine setup issue.

View Recommended Answer in original post

31 REPLIES 31

MplsCustomer
Bronze
Bronze

I'm just another Google Nest customer and do NOT have the Google Nest Battery Doorbell, but have seen a couple of other posts suggesting:

1) Server problem at Nest - download just worked fine hours later or the next day.

2) Low voltage problem - however, since you have a battery model, could it be it needs to be charged more before going through the download phase? Or just having it plugged in during the install/update process?

Thanks for the reply! The battery is fully charged so I don't think it's that. I tried again today and still not downloading so I'm not sure it's a server issue 

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.

JBarks
Community Member

Hi Brad,

My issue was resolved. It appears someone else in this thread is having an issue though.

Brad
Community Specialist
Community Specialist

Hi there,

 

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

 

Best Regards,

Brad.

StokeyO
Community Member

Hi Brad, I’m having this same issue and am unable to setup my new device, is there a number I can call to troubleshoot?

mbbauer10
Community Member

I am currently seeing this issue today. Have tried 4 factory resets on the doorbell over the span of about 4 hours and tried both 2.4GHz and 5GHz wifi frequencies. Still no luck.

i had issues with the factory reset too. it wasnt until i realieed i needed to wait until a yellow light appeared AND disappeared before releasing the pin i was pushing ibto the reset hole. After that the reset worked. Note: I saw that both 2.4 and 5 ghz bands are supported but for me i have two wifi networks and one of them has 2.4 disabled and that network wouldnt show up, only the network with both bands enabled would show up 

Thanks for the thought. I've tried that factory reset method 3 times. Have power cycled my phone, and tried both wifi frequencies again. Still no luck.

Same boat. Just factory reset it several times after removing the device from Google Home. On a separate issue, my Google Nest floodlight cam is also having issues. Starting to regret getting this new generation of Nest products. They don’t work.

6 hours later.  Installing/ Uninstalling.  Updating apps.  Resetting Router and staring at the device angrily.  Reset using your instructions which was twice the 5 sec reset instructions and voila.  THANK YOU!!!

Brad
Community Specialist
Community Specialist

Hi there,

 

I am glad to hear that the Factory Reset worked for a some of you! Just checking in to see if you still need assistance with this issue.

 

Please let me know if you need further assistance. 

Best Regards,

Brad.

robsmann
Community Member

I'm facing this issue today while doing first time setup of Nest Doorbell (battery).

I have used the following steps:

  • Put the new Nest Doorbell on charging using the cable provided and a USB power outlet.
  • Open Google Home app on my Google 6 Pro phone
  • Add new device and scan QR code at the back of the bell
  • Select and enter wifi code
  • Select location of bell

Then it's stuck on Downloading updates. I did the same steps earlier today and Downloading updates percentage went beyond 50% but then got stuck. I reset the Bell and tried these steps again and now it's not going beyond 0%>

Any luck with getting this resolved? I've followed the same steps as you several times and still have had no luck. My device is stuck at 0%. I even waited about a day to let it try and download; I was only able to remove the device from the app and restart the whole process.

usmanhasan
Community Member

Hi Brad,

I am trying to setup my Nest Doorbell (battery) and am running into the same exact problem as the others. I have done a factory reset once but its stuck again at the update (not going beyond 1%). This is extremely frustrating!

 

Hey, I was able to get this resolved. I called Google Support. It seems like doing a factory reset and/or removing a device causes something in their queue to backup.

 

Once I called in, the representative seemed clear something out. They then patiently waited on the phone with me while I added five devices. I think you will need to call them and walk through the issue. Be sure to let them know that you’ve front a factory reset and attempted to add the device multiple times, and ask if something needs to be cleared in the backend. Then ask them to stay on the line with you while you add the devices.

Thanks for sharing your experience technicascholar. I was able to get it up and running by setting up a new home - you're right that it had something with queuing in Google's servers because the download completed really quickly on the other home. Luckily i didn't have many other devices so it was quite easy to get everything set up on the new Home Network.

Just83
Community Member

Hi Brad. I'm having an issue with the doorbell. It's stuck in downloading update mode in set up

dgarbvt
Community Member

Hi Brad - I tried to install my Nest Doorbell (w/ battery) this evening and am running into the same issue. Tried hard reset 3 times and kept getting stuck at 0% downloaded. Setting up a new Home is a non-starter (I have ~15 devices that I don't want to move them over). Could you look into the backend fix that @technicascholar mentioned below? Thanks in advance!

I'm in the same boat. There's no way I was going to setup a new Home just to fix this issue (too many saved clips).

If it helps, the Google tech support person seemed to already be familiar with this being an issue. It seems like the issue is:

  • We (end-users) try to add a device to our Home and it fails at some point when downloading/syncing with Google's server
  • We factory reset the device as instructed in Google's support articles, but it fails
  • The Google tech support person seemed to be aware the factory reset + adding the same device again after caused some sort of queuing issue in Google's server
  • The Google tech support person appeared to "flush" the queue or something on their end, allowing me to factory reset and re-add the devices successfully

Hopefully, this helps. Good luck.

Brad
Community Specialist
Community Specialist

Hey folks,

 

Thank you for your patience while waiting for a reply! From what I can see, this issue should have been resolved. If you are still having this experience, please Factory Reset your device, and then try to install the device again. This should fix the issue and allow you to finish the installation process. Please feel free to try it again if it doesn't work the first time. Some have said that worked for them as well.

 

Best regards,

Brad.

vp1
Community Member

Facing the same issue while setting up my new nest doorbell battery. The device is fully charged and connected to a power outlet, but the setup is stuck at downloading update 0%. Have tried resetting the device multiple times without success. 

JBarks
Community Member

Okay so maybe it is a server issue? I'll update if mine ends up downloading

Marilin
Community Member

I have done the reset 3 times reset phone rebooted the wifi amd nothing it’s still not finishing the set up. I can see the nest doorbell in my cox app it’s there but I can’t finish the set up. What should I do 

vp1
Community Member

Apologies for the delayed update. I reached out to Google phone support the same day and was advised to set it up in a new home within the Google Home app. That went through fine for me.

 

I don't know if setting up a new home is a solution for all but it worked for me. I wonder if I was just lucky that the download servers started working when I was setting it up in the new home, or if it's is a genuine setup issue.

Thanks, but this is a really crappy solution. All of the stored clips will be deleted. Support's answer is like telling us to reinstall the operating system if we can't reach the Internet.

JBarks
Community Member

It's working now. May have just been a server issue, but certainly a frustrating one.

integralist
Community Member

I'm having a similar issue where the download is stuck at 18% then out of the blue I got a message to say the battery was at 0% and that the camera was offline. Then when I went to check bthe cable (as it WAS plugged in) and the screen went back to download stuck at 18%.

I had to do to a factory reset by pushing a pin in the back of the doorbell (just under the usb-c input) and hold a pin in for approximately 20 seconds. Long enough to see a yellow light. But push until the yellow light goes out. After that I was able to connect to the doorbell and for the blue light to display.

Ang3cha
Community Member

My personal experience with the same issue:

I faced the same problem. First purchased doorbell, everything fine until download process stuck at 39%. I checked the proposed solution of reseting the device, next time it stuck at 17%. 

I tried the next proposed solution of creating a new Home and then adding the doorbell into the new home. Worked just fine.

However, that was not an acceptable solution (can't set an entire home again from scratch), so I tried something else: I deleted the new Home but DID NOT RESET the device. Then I got back to my regular Home and started the process again. When progress came to the download part, I got an instant message that update is completed!

Now it works fine within my regular Home. I think it's the most acceptable and efficient method of bypassing this common problem.

Google, please fix it.

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.