My Nest Hello stops working. It is powered by a 16V 30VA transformer. How can I troubleshoot?

[JohnF]

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original poster: Bruce Cole 

I'm trying to troubleshoot my Nest Hello (installed 7/30/21) that stops working (no camera or chime) and later restarts. It's powered by a  new 16V 30VA transformer. The problem isn't caused by using the doorbell. It just stops working. No camera, nothing is working.

If the doorbell light is off, does that necessarily mean there is a power supply problem? Could the chime cause the doorbell to stop working? Is there a troubleshooting guide available?

[JohnF]

Hi there, Bruce Cole.

Sorry for my late response. Thank you for all of your patience while waiting for a reply. I just wanted to make sure that your issue is addressed. I am terribly sorry to hear that your Nest Hello is not functioning properly. I would love to look into this for you further!

• Have you tried to measure the voltage to make sure you are getting enough?
• Have you tried to restart the Nest Hello? Or even factory reset it, which is generally what we suggest if other troubleshooting steps do not work.
• What other troubleshooting steps have you done besides what's been stated?

Please let me know if you need further assistance. I look forward to your response.

-from Brad C. (Community Specialist)