Mechanical chime does not work with hockey puck installed

[picuomaha]

The camera works and the wifi signal is good, but I couldn't get the mechanical chimes to work at all. No buzzing, no muffled sound, no movement of the mechanism--nothing. I tried everything in the support page for chime problems and even tried setting the app to indicate an electronic rather than mechanical chime (suggested in another thread), but no luck. Finally, I tried removing the hockey puck and it works perfectly.

What does the hockey puck do, and why do I need it?

Thanks.

[MplsCustomer]

@picuomaha 

The "chime puck" is supposed to provide continuous power for your doorbell's camera without tripping the chime.

Some customers in this forum report having to upgrade their doorbell transformer from 16V 10VA to 16V 30VA to get the chime to work for the 2nd Gen Google Nest Doorbell.

Other customers have reported defective "chime pucks" and some have gotten them (or the whole doorbell package) replaced.

Is your "chime puck" wired correctly, as in the diagrams here?

https://support.google.com/googlenest/answer/12153643

[picuomaha]

Yes, it was wired correctly. Without the puck, the camera and the chime both work the way they're supposed to.

[MplsCustomer]

@picuomaha 

That's what some customers with defective "chime pucks" have reported in this forum.  I don't know how your doorbell's camera works if the "chime puck" is supposed to provide power for the camera.

[picuomaha]

Beats me, but it does. Camera, microphone and speaker all work perfectly.

[MplsCustomer]

@picuomaha 

I suppose you could try contacting Support to see if it's okay to run without the "chime puck" without damaging the doorbell:

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

But wait, your chime isn't working.  My guess--as just another Google Nest customer--is that you either need to upgrade your transformer or you have a defective "chime puck".

[MplsCustomer]

@picuomaha 

I don't know whether upgrading your transformer would get your chime working; I just know several other customers reported they got their chimes to work with the 2nd Gen Google Nest Doorbell by upgrading from 16V 10VA to 16V 30VA.

When we got our second Google Nest Hello Doorbell several years ago, our second Nest Hello wouldn't ring our mechanical chime. The plunger would sometimes move, and occasionally touch the sound bar. For months I didn't do anything because our archaic doorbell transformer was accessible only through a 2-inch gap between a built-in shelving unit and a furnace air duct, both of which we had added over the years. But when I finally replaced it with a 16V 30VA transformer, both of our doorbells could ring the chime.

[picuomaha]

I'm going to have to do that for a different installation. But, as I understand it, the 30VA is needed to overcome high resistance caused by long wire runs and/or tiny wires. Neither of those applies at this location. I wasted an hour on the customer support chat. The agent sent me the wrong diagrams, gave me conflicting advice, didn't seem to know how the system was supposed to work and ultimately conceded the puck might be defective and I should send it all back to Amazon.

I'm going to take my chances and use it without the puck. As far as I can tell, the puck protects the camera from voltage irregularities. We'll see.

Thanks for your advice.

[MplsCustomer]

@picuomaha 

For what it's worth, this is Google Nest's statement on chime connectors:

"Important: The Nest Doorbell (wired, 2nd gen) and Nest Doorbell (wired) must be installed with the chime connector included in the box. The Nest Doorbell (battery) doesn't need the chime connector for wired or battery-powered installation.

The chime connector allows the chime's wires to deliver constant power to the Nest Doorbell (wired, 2nd gen) and Nest Doorbell (wired) and protects your chime from damage. In addition, without the chime connector, you might experience chime buzzing or unexpected chimes."

https://support.google.com/googlenest/answer/9247132

[janthadeus]

Hi folks,

Checking in — I just wanted to make sure if you’ve seen MplsCustomer’s reply. Let me know if you need anything else.

I appreciate your help, MplsCustomer.

Thanks,

JT

[picuomaha]

Thanks for checking, JT. Google Nest support said they couldn't send me a new connector, and I should send the doorbell back to Amazon and start over. That's too much hassle, so I'm taking my chances. It does seem like google should be able to send a replacement part, but apparently not.

George

[janthadeus]

Hey picuomaha,
 

I’m sorry to hear about your experience. Let’s further check this — could you fill out this form and let me know once you’re done?

Looking forward to your response.
 

Thanks,

JT

[picuomaha]

Thanks, JT. I completed the form. BTW, yesterday, I had an electrician try to install a Nest wired doorbell at a different location. He replaced both the transformer and the chime, but was unable to get the chime to ring with the connector in place. The camera works as it should. I bought both of these doorbells from Amazon at the same time. It may be that there is a bad batch of them out there.

George

[Juni]

Hi there,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there, as this thread will be locked after 24 hours.

Regards,

Juni

[picuomaha]

thank you.

[LovelyM]

Hello picuomaha, 

No biggie! One of our specialists should be getting back to you regarding your concern via email, so kindly bear with us. I will lock the thread shortly unless I can help out with anything else.

Many thanks, 
Lovely