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Nest Doorbell Battery offline

roused
Community Member

Hi All, 

I recently got a Nest doorbell (battery) and the camera has gone offline and I cannot get it back on. The battery is on 87% and I have reset. The internet is fine. The only thing I can think of is it is very cold outside (-2 degrees). Is this a common issue?

I have brought it in to get warm but I'm hoping that this does not become another dependant! 😂

Thanks for your time in advance.

1 Recommended Answer

EmptyNester
Gold Product Expert
Gold Product Expert

Hmmm, the cold temp might in fact be the problem.  I think your next step might be to open a support ticket and actually speak with a Google Tech on the phone.  Here is the link to open the tick and you will be able to escalate to a phone call.  I believe they are there 24/7

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

View Recommended Answer in original post

19 REPLIES 19

EmptyNester
Gold Product Expert
Gold Product Expert

Hmmm, the cold temp might in fact be the problem.  I think your next step might be to open a support ticket and actually speak with a Google Tech on the phone.  Here is the link to open the tick and you will be able to escalate to a phone call.  I believe they are there 24/7

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

Thank you for your responses. I left it overnight (inside) and still would not come online. I then did a soft reset which didn’t work so I then did a full factory reset and finally it worked and is now back outside. Although tonight is due to be colder than the -2 degrees last night which is supposed to be within the limits recommended so we will see! 🤦‍♂️

ChochoD
Community Member

Exactly, the biggest problem with it is that once its looses connection , no matter for what reasons, you need to factory reset it to make it connect again to a network. 

MplsCustomer
Bronze
Bronze

@roused 

This is what Google Nest says about the battery doorbell and cold weather; they posted this last winter after numerous complaints about the battery doorbell and battery camera in cold weather:

https://support.google.com/googlenest/answer/11830989?hl=en

 

ChochoD
Community Member

It's not because of the battery. I have the same issue and temperature didn't drop below +5C. Once router is restarted Google Nest Doorbel (battery) (connected to wires 12V) is unable to reconnect to the same network (no SSID or Pass for the network were changed). It's a very stupid thing! Restarting the device is not helping either! The only way to make it connect back to the same network is to factory reset it every time I restart my router or Doorbell goes offline for any other reason!

Another issue is that google home app on my iOS devices shows battery is charging (infinity symbol (horizontal 8 instead of battery %  but in the same time on my google home device it's showing 87% so which one should I believe?). I am very disappointed. 

It's not that hard to write a code to reconnect it if it's offline let's say to retry connection every X minutes...

@ChochoD 

Our Google Home app also shows the battery is charging with an infinity symbol for our battery camera, but what do you mean by "on my google home device it's showing 87%"? When I view our battery camera on our Nest Hubs, I see only the video feed and do not see any way to view the battery level.


@MplsCustomer wrote:

@ChochoD 

... what do you mean by "on my google home device it's showing 87%"? ...


I mean my Google Nest Hub 7". It shows percentage of battery but on my google app I see infinity symbol (horizontal 8 ) but I can live with that, the problem is not being able to connect once it looses wifi connection for any reason (even restart doesn't help, just factory reset) 

@ChochoD 

Curious. I can't find any way on our Nest Hubs to view the battery percentage for our battery camera; all we can see is the live video feed.

I use the google home app and then go into the doorbell and it shows at the top.

@roused 

I know that.

I was referring to @ChochoD 's statement that they could see their doorbell's battery percentage on their Nest Hub; we've never seen such an option on the Nest Hub and are wondering how it might be accessed.

apologies i misread that. 👍

ChochoD
Community Member

I go to Home Control > Cameras:Screenshot at Jan 20 07-33-11.jpgThen I click the tile (Doorbell), not on "Live video" but anywhere on tile and I see this (note that nowhere is shown it's wired like the home app on my tablets and phones show, no sign that battery is charging etc.):Screenshot at Jan 20 07-33-47.jpgAnd this is what I see in Google Home app: 

IMG_1815.jpg

@ChochoD 

That's interesting. With our battery camera plugged in with the optional power cable, we get just the standard tile, not the one with a "Live video" button in the middle, and when we select it, it goes directly to the live feed. Maybe it's because the battery doorbell always runs off of the battery, even when it is wired.

roused
Community Member

I believe if yours is wired you will see the infinity symbol but if just battery you see the percentage of charge.

 

roused
Community Member

Mine is just battery not wired and was showing 87% charged. I also hadn’t reset my router but even when I tried to reset my router after the soft reset of the doorbell that still didn’t work until a full reset of doorbell! It’s currently 0 c temp and camera is idle but can turn on but due to get colder throughout the night so I’ll update you if anything obvious 👍

ChochoD
Community Member

Exactly, once it goes offline for any reason reset doesn't help, only factory reset. 

And temperature is not the reason in may case, it was minimum 9°C/48.2°F yesterday and I had to factory reset it again after router was restarted. Once camera goes offline for any reason there's no way to turn it back on unless I factory reset it and set it up again.

roused
Community Member

Just an update the camera has been fine since full factory reset and it has been colder since and wifi has been reset so still not sure what caused it to go offline but as @ChochoD said it seems that factory reset was the only way to rectify. Hopefully that is a rare occurrence.

Ape
Community Member

Same problem. We have a Nest battery doorbell and it's our first winter with it. Offline CONSTANTLY and battery draining rapidly. Tempted to go back to Ring!

ChochoD
Community Member

Hi, mine stopped dropping when battery reached 78%. It stays at this state for several days now. To waht level dropped yours?