Motion alerts, nest doorbell wired 1st gen

[Jojo86]

Hi,

I have a nest hello wired doorbell with nest aware. It has been working great for a few years, now all of a sudden I don't receive any motion notifications. I have checked all notification settings (although hadn't changed any settings). I receive sound notifications too so it's not that. If I stand in front of the camera the blue light lights up as if it's detecting motion but no alert comes through and doesnt show in the app (again only sound clips are recorded). It works fine when the doorbell is pressed so it's literally just the motion.

I have tried to factory reset but I can't reset it even though followed the instructions. I have deleted and reinstalled. Deleted and reinstalled both the nest and home apps.

Out of ideas now?? Any help would be great as a bit pointless currently.

Thanks

[EmptyNester]

Hello,  wow, what a bummer.    It sounds like you have done a lot of things.

How about this:  Can you get another android (or even an iPhone) and install the app and login with the same login and password and see if it works on the other phone?   This way it might isolate whether the issue is with your current phone or not.  If the problem continues on the new phone then that might mean it is a problem with the google servers.

Either way I think it is worth opening an official support ticket with Google so you can speak with an actual google tech person.  If you do this I would reserve about an hour as they will probably want to put you thru the basic trouble shooting steps.   Don't be shy about asking for level 2 support after 15 minutes of doing everything that you have probably already done.

Here is the link to open the support ticket.  If they get you going please return here and let us  know what the solution was.

good luck

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

[Jojo86]

Thankyou, exhausted all options with the support team it has now gone to the engineers? Fingers crossed they can do something!

[EmptyNester]

Wow,,, how aggravating.  You may want to let them know you would prefer they supply you with a replacement camera ASAP.  It shouldn't be put on you to have to wait for their engineers to figure this out.    I mean this could takes WEEKS for this to play out.     just my 2-cents.