Nest Cameras all went offline June 5th at the same time

[JFSharpe42]

Hello,

I have 5 nest cam battery and a nest doorbell. All hardwired. On June 5th around 9pm EST all of my cameras went offline. The doorbell still works. Yet since then I have not been able to get these devices back online. Anyone else have this bug with the latest update? Really upsetting me because I’ve been having a lot of issues with the WiFi pro and now the cameras add to the drama. Everything else functions on my network as intended. Speeds are great. Any one else experiencing this?

[Frankyou]

Doorbell live view 'offline' in Home app but still uploading events ('This video isn’t available) 

any one can help 

[EdmondB]

Hey everyone, 

We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed. 
 

Please note that once moved, this original thread will be locked.
 

Best,

Edmond

[endlessben]

Hi all. My Nest Wired (Gen 2) Doorbell has been working happily since launch in Oct of last year until last week. Starting last week, it keeps showing as Offline in the app and not displaying live video. It clearly still has stable, consistent power - the status light remains green and it's still recording video; I can scrub back to see video from moments ago but nothing live and no events are recorded or reported. The wifi is strong and has not changed, the weather is well within operating limits (quite pleasant even!) and no other variables have changed. I've performed multiple factory resets - these, in fact, work for a short time. Live video, events, etc, return but only for a matter of 12-18 hours and then it returns to the offline state.

Anyone else experienced this? Getting really tired of pulling the door bell off the wall, factory resetting, and redoing device set up every day. Thanks!

[braddon]

Same problem here. It keeps powering off every 4th or 5th button press, requiring me to turn the breaker switch on and off.  

[endlessben]

That sounds super frustrating! For me, at least, the device still has power by all indications and flipping the power off and back on has no effect.

[farochegt]

Same experience for me, the device was working until last week.  Similar symptoms, the device records video/audio, sends alerts but I can't see the live feed.  I did three factory resets and I'm getting same results.  I opened a Support Case.

[Dbleedge001]

Please let us know what they think about it. Just have adt installed and yet after 1-2 days now my outdoor camera is being buggy. Failed to load clip when notify, having trouble stay at live feed and such. I'm thinking it's due to frequency interference, and 3 plugs into 1 outlet possibly? 

[zoeuvre]

Hello everyone, 

Thanks for bringing this to our attention, and I'm sorry to hear about the situation. I'd like to take a look at this for you. 

Have you seen any error messages on the Nest or web app or Google Home app? If there is, can you let me know the specific error on the display and verify that it matches the error codes in this article. 

I'll look forward to your responses. 

Best,

Zoe

[Dbleedge001]

None, just cameras aren't picking up live feed right away or fails to connect even though it's wall powered. Then when it notify me of something and I tap on it. It would fail to show up or taking forever to load it up from cloud but... Never comes up. 

[endlessben]

Hi Zoe,

Thanks for your reply. OP here. Speaking only for myself, there are no errors in the Google Home app (as this is a Wired Gen 2, it is not available for use in the Nest app), only the offline notification. I am not receiving event notifications myself, though video is still being recorded and can be scrubbed through, but not viewed live.

[endlessben]

Hey Zoe, do you know if there was a firmware release today or something? My doorbell randomly started working again today.

[endlessben]

Just kidding, that lasted a matter of hours. Can't figure it out though, nothing changed with network, power, etc. 

[farochegt]

I received the Google Home App update today, after install it, the live feed from the doorbell started to work.

[GJ_Who]

I have been having the same issue as of Wednesday, May 24, 2023. The live view was not working. But, if I step in front of the doorbell to be seen or ring the bell, the video clip would be in the video history as if everything was working fine, but there was not a live view occuring.

Since my doorbell is still under warranty, I contacted Google for a replacement. It should arrive by the end of May.  While waiting for the replacement, I have discovered something.

When my doorbell is connected on the 2.4 Ghz frequency on my Google WiFi mesh router setup, the live view stops, and I get that message about my doorbell being offline. Resetting my Spectrum modem and resetting my three Google WiFi routers did not resolve my issue. To get my live view working, I had to turn off my circuit breaker, disconnect the doorbell wires from my transformer, reconnect the wires and turn on the circuit breaker.  Once the doorbell reestablished a WiFi connection, the live view was working on the 5.0 Ghz frequency.

Simply put, the doorbell live view still works on 5.0 Ghz, but has stopped working on the 2.4 Ghz frequency.

I wish there was a way that Google could allow device owners to turn on and off each frequency on all Google devices we own; routers, doorbells, hubs, Nest Cam IQ cameras, etc. This would allow us to troubleshoot our Google devices.

[GJ_Who]

I stand corrected. It doesn’t matter if my Google Nest doorbell is connected on the 2.4 Ghz or 5.0 Ghz frequency. As of this posting, my doorbell live view has stopped while connected to 5.0 Ghz. 

[EdmondB]

Hey everyone, 

We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed. 
 

Please note that once moved, this original thread will be locked.
 

Best,

Edmond

[endlessben]

Well, at least we're not alone https://9to5google.com/2023/06/07/google-nest-camera-offline-bug/

[ValerieB]

My nest camera keeps going off-line. I have reset it and then factory reset it reconnects but then an hour or two later it goes off-line. I do not know what to do and I need my cameras.

[EdmondB]

Hey ValerieB, 

We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed. 
 

Please note that once moved, this original thread will be locked.
 

Best,

Edmond

[Chris_mln]

Nest doorbell camera is offline. Led on doorbell is solid green and the white light is on around the chime button. I have restarted my wifi, restarted the doorbell, removed it from the home and factory reset the doorbell. Works fine for an hour or two then offline again.

P.s. It is not hot nor cold.

[Skiamachist]

I have the same issue, started yesterday, with green status light and pulsing white circle light. Wierd!

[Englishmorris]

Same here just a month and 10 days out of warranty, I’ve tried reset and factory reset to no avail.

[EmersonB]

Hi everyone,

@All, thanks for reaching out here in the Community. Just to be sure, how did you reset your Nest Doorbell to the factory default? Could you send us a photo of your Nest Doorbell? How far is your Nest Doorbell from the router? Looking forward to your response.

I appreciate the help, gilleslibre.
 
Regards,
Emerson

[EmersonB]

Hello everybody,

I'm dropping by to ensure that everything is covered here. How's it going with your Nest Doorbell? We would appreciate it if you could share the information I'm asking above. So that we could take a closer look and assist you further.

Best,
Emerson

[Englishmorris]

It still keeps dropping off line, I tried restarting it prior to factory resetting it a couple of days later due to it still losing connection and going off line. I tried splitting my WiFi  to 2.4 and 5g without success. I contacted Google and asked if they would extend the warranty as it was only a month out of date, but they declined to. My router is the  latest sky Q fibre one and is 11 meters from the front-door with no internal doors in the  way. I can’t upload an image as I don’t have permission.

[EdmondB]

Hey everyone, 

We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed. 
 

Please note that once moved, this original thread will be locked.
 

Best,

Edmond

[Darrsil]

I installed my Nest Wired Doorbell (2nd gen) earlier this week, and every day around 7pm-8pm I get a notification that the Doorbell has gone offline and I can't view the live feed.

However, the Doorbell is still recording and I can view the camera history as normal. I just can't get a live feed. The Doorbell's lights are on and it pulses when it sees me when I approach it.

The only way I can fix this is doing a network reset. Power cycling the doorbell isn't easily done since I'm using the wedge so I can't just simply remove it from the mount. I'm using a Nest WiFi Pro as a router.

Has anyone else encountered this and if so, have they fixed it?

[Anonymous]

It will never stop doing it. Mine have done it for over a year and googles software engineers have no idea how to fix it

[EmersonB]

Hi everyone,

@All, thanks for reaching out here in the Community. To confirm, have you tried resetting your Nest Camera to the factory default? How far is it from your Wifi router? Have you checked the bandwidth sent by your Wifi router to your Nest Camera? Looking forward to your response.
 
Regards,
Emerson

[Darrsil]

Yes, factory reset and still having the same issue. Doorbell is close to the main WiFi point and has enough bandwidth. 

[Anonymous]

Mine have been the same for over a year. Don't expect the issue to become and better.

[Tabbatha1031]

Of course we have. This isn't our first rodeo with this since Google took over nest. Sad to say big companies don't have the same customer service as the little guys. 

[masterxchief46]

Same here. The indoor cams and the 2nd gen wired doorbell are the worst offenders. I have smart plugs on all of them to reboot them.

Oddly the outdoor cams that I have wired rarely have the issue but those are a bigger hassle to deal with. 

[EdmondB]

Hey everyone, 

We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed. 
 

Please note that once moved, this original thread will be locked.
 

Best,

Edmond

[InvestorGadget]

I also tried a factory reset and it doesn't fix this issue. 

[Anonymous]

Google will blame everything except their inferior products and software. If you're a prospective buyer take heed of these comments. Buy another brand. Google cameras never have been or never will be fit for purpose.

[cloink]

Just too add to the list: have the same issue. The Doorbell is certainly connected, I can see this in both my wifi controller and firewall. I also get notifications without noticeable delay. So all seems to be working well, except the Home app (and web app and Nest Hubs and etc.) shows it to be offline... Currently in contact with support, but early stages.

[Darrsil]

I think I "fixed" this by purchasing another Nest WiFi Pro point and putting it closer to the doorbell. From what I can tell the doorbell will switch wireless bands it determines as "better" even if the signal isn't as strong. So if it switches and doesn't have a good signal, that's when you get this issue.

Ever since I installed this new point it's stayed connected to it and has remained online the whole time. It's disappointing because my main WiFi point isn't too far from the doorbell. It looks weird to have another point so close to the main point, but I guess whatever works.

I still think this is an issue on Google's end if they're allowing the Doorbell to connect to another point with low signal.

[cloink]

I'm afraid there's more to it than the doorbell connecting to a weaker signal. I also have multiple AP's, but they're managed with central controller software and I have the doorbell fixed to the closest AP. I see (in the controller software) that it is connected to that closest AP and that the signal is excellent. I also see traffic and even rings and notifications don't have any delay whatsoever. Just it keeps telling me it's offline, so live view does not work.

I'll be honest: it's puzzling to me as well, this really looks like a server-side issue at Google or something. From my network perspective, all seems a-ok.

[InvestorGadget]

Same here. I don't think I can take talking to nest support anymore either. They just keep blaming my wifi signal and want me to try everything I've already done, like reboot, factory reset, etc. I'm pretty sure it has not once been looked at by a single dev who could see that it's obviously getting a fine upload speed to get all the events and video, yet is still always offline.