Nest Doorbell Constantly going offline

[Remsta]

Hi there,

Since 2 days my Neat Hello wires has been going online and offline non-stop. There is no issue with the Wifi, I’ve done a reset, the power works. 

it comes online for about 15 to 20 mins then drops off again. This happens every hour all day long. It’s firmware 411055. 

when it is offline, the LEDs on the camera are on and I can press the button and the ring goes blue but obviously never rings. 

I think it’s a firmware issue 

[MplsCustomer]

@Remsta 

Our three Nest Hello doorbells also have firmware at 4110055 and are not going offline.

[Remsta]

Strange! A lot of people on here reporting that same. I wonder if it’s a model number 

 

[MplsCustomer]

@Remsta 

When you said you did a reset, was that on your Wi-Fi router/modem or on your doorbell?  On a very few occasions over the last 6 years, one of Nest Hellos has gone offline and not come back online.  A couple of times, restarting our closest Wi-Fi access point resolved the problem.  And a couple of other times, briefly turning off the electrical circuit for the doorbell resolved the problem.

We haven't had repeated offline issues like you're encountering, so I don't know what else to suggest.  How old is your Nest Hello?

You could try removing the doorbell from the Google Nest app (which is also supposed to perform a factory reset) and then reinstall it, but you'd lose your video history in doing so, and since 1st gen Nest Aware subscriptions can no longer be obtained, if you have a 1st gen Nest Aware subscription on your doorbell I think you would lose it.

Sorry I don't have any other suggestions.  I haven't seen the other posts you're referring to.

[Remsta]

I have had it for about 3 years. I have done multiple wifi resets, changed wifi bands, tried 2.4GHz only, 5GHz only, reset nest power, factory reset nest - the problem remains

[sicsacol]

Hi @Remsta,

Thanks for posting on the community forum. I'm sorry to hear your Nest Hello has been going offline without any reason, especially since your network is stable. and it also comes online for about 15 to 20 minutes before dropping off again. I understand that this must be concerning, as you've already tried some troubleshooting steps without success. I appreciate the detailed information you've shared and the troubleshooting steps you've taken so far. No worries, I'd be more than glad to assist you. To better support you, I have some questions for you:

• How far is your Nest Doorbell from your router?

• When your Nest Doorbell goes offline, what is the status light on it? Please use the following article to understand the meaning of the light: Nest camera and doorbell lights and sounds.
• Are you getting an error message or error code in the Nest app when your Nest Doorbell goes offline?
• Did you run a speed test on your router to check your internet speed?

@MplsCustomer, thank you for your contribution.

Any additional details you can provide will be helpful.

Cheers,
Jonathan 

[Remsta]

• How far is your Nest Doorbell from your router?

  • 2 meters
• When your Nest Doorbell goes offline, what is the status light on it? Please use the following article to understand the meaning of the light:.
  • It is on and you can ring the doorbell but nothing happens
• Are you getting an error message or error code in the Nest app when your Nest Doorbell goes offline?
  • no, just its offline
• Did you run a speed test on your router to check your internet speed?
  • yes, over 500mbits

It is not an internet connection issue

[sicsacol]

Hi @Remsta,

Thanks for your response and for the answer to the previous questions. Let's try the following steps:

• Check for incompatible network types; some network configurations are not fully compatible with Nest devices and can cause intermittent disconnections. Could you confirm if you are using an Enterprise (802.1x) network, a Captive portal, or WPS? Please check out the next article for more information about: Wi-Fi networks that are incompatible or aren’t recommended.
• Since you've already tried many of the standard troubleshooting steps, I suggest you contact your ISP. They have tools to perform a more in-depth diagnosis of your network's health. They can check for any issues with the connection coming into your home, review your modem and router's performance, and assist with any advanced settings that might be causing this connection issue.

Please keep me updated.

Regards,
Jonathan

[Remsta]

Hi Jonathan

This has nothing to do with my network, it has something to do with the doorbell directly. The doorbell has been working flawlessly for 3 years and now suddently it doesn't. Nothing has changed at home and all other google devices work as they should. 

It seems that the doorbell comes online for almost exactly 25 to 30 minutes every time before going back offline. As mentioned, when offline the doorbell is still running with the lights on, its just not online. 

There is no other explanation apart from faulty firmware or something else. Is there a way to extract a debug log to see what is actually going on? 

Thank you

[Remsta]

Given the large number of posts online, it seems that this is a bigger problem than me - please escalate!!

[sicsacol]

Hi @Remsta,

Thanks for your update and cooperation. I understand this connection issue started after the firmware was updated. Since you've already tried several troubleshooting steps without success, the team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. Please ensure to include your community username and link to this thread. We’ll have someone reach out to you via email from there.

Sincerely,
Jonathan

[nomad6727]

And please come up with a remote solution that doesn't require my presence on the property. I specifically bought the device so I can monitor while I'm away from the property for long periods of time, which is currently the situation.