Lost incomming audio on Google Nest wired doorbell. Please help!

[KyleJames]

Hi everyone.   We bought a nest doorbell about 2 years ago and it has worked fine until about a month ago.   Now it no longer plays the incoming audio.   We can still talk perfectly during "Talk & Listen" sessions however the "listen" side has gone out the window.   With the exception of random static sounds we cannot hear a thing.   I've already rebooted/restarted/removed the device from the Home app and none of them have made a difference.    I've also already had a chat with Google support and the best they had to offer a suggestion to contact Ontech Smart services for a paid house call.    Has anyone else had this problem?   Does anyone else have any suggestions?  

Thanks!    

[KyleJames]

Has anyone else had this problem? 

[zoeuvre]

Hi KyleJames, 

Yikes! I'm sorry for the late response, and I'm sorry to hear that you're experiencing issues with the incoming audio on your Google Nest wired doorbell. Do you have the case ID from your conversation with support? If you can provide that here, I'll look it up and see how I can continue to help. Also, a few questions: 

1. Did this issue occur out of the box? If not, when did you notice the problem?
2. Does the issue occur on multiple mobile devices or cameras?
3. Is the audio issue persistent or intermittent? If intermittent, how often does it happen?
4. Is there an echo while answering the Nest Hello through your mobile phone?
   • For some mobile models, the speaker and the mic are right next to each other which causes an echo when you speak in hands free mode. Test with headphones and see if the issue persists.
5. Is the doorbell in a case or housing?
6. Has the doorbell suffered any drops or impacts?
7. Has the doorbell been exposed to outdoor weather?
8. Is the camera exposed to direct sunlight for extended periods of time?
9. Hold the mobile device near the doorbell and make sure both devices are connected to the same network. Then run a network speed test. What are the results of the test?
10. What’s the cellular signal strength on the mobile device?
11. What’s the Wi-Fi signal strength on the mobile device?

I'll look forward to your response. 

Best,

Zoe

[KyleJames]

Hi.  Thanks for the reply.  Ill answer your questions below. 

 Do you have the case ID from your conversation with support?  I had a few different conversations but this was the latest.  7-1317000035762

1. 1. Did this issue occur out of the box? If not, when did you notice the problem?  No, the doorbell worked flawlessl for 2 years. This issue started just a couple of months ago. 
   2. Does the issue occur on multiple mobile devices or cameras? 
      1. Its on the doorbell camera.  Everyone who has the home app on their phones has the same issue so that leads me to believe its the doorbell itself.
   3. Is the audio issue persistent or intermittent? If intermittent, how often does it happen?  Persistent at this point. In the beginning it was sporadic for a short while.  Now its all of the time.
   4. Is there an echo while answering the Nest Hello through your mobile phone? No echo.  More of a hum. 
      • For some mobile models, the speaker and the mic are right next to each other which causes an echo when you speak in hands free mode. Test with headphones and see if the issue persists.
   5. Is the doorbell in a case or housing? No, it's mounted directly on the house. 
   6. Has the doorbell suffered any drops or impacts? None. 
   7. Has the doorbell been exposed to outdoor weather? Yes, its outside. So its exposed to rain and the elements at times.  
   8. Is the camera exposed to direct sunlight for extended periods of time? No
   9. Hold the mobile device near the doorbell and make sure both devices are connected to the same network. Then run a network speed test. What are the results of the test? They are on the same network and the speed is excellent.  This is not the problem. 
   10. What’s the cellular signal strength on the mobile device? Strong 
   11. What’s the Wi-Fi signal strength on the mobile device? Strong 

   Thanks for any assistance you can provide.  

[ovidioj]

Hi @KyleJames, 

Thanks for reaching out about your Google Nest wired doorbell! It's definitely frustrating to lose incoming audio. Let's see if I can fix it!

Here are some microphone settings you can check in the Google Home app:

Microphone Mute: Make sure the microphone on your doorbell isn't muted. In the Google Home app, go to your doorbell settings and look for a microphone mute option.
Audio Input Volume: Verify the audio input volume for the doorbell is turned up. In the app settings, you should find options to adjust the microphone's sensitivity.
Additional Tips:

Check for app and doorbell firmware updates. These updates often include bug fixes.
If none of these steps work, let me know, or you can also fill out the Google Nest support link to get a call back for further assistance.

Best regards,

Jorge.