Nest Doorbell Gen 2

[MotorJeff]

So I had to replace my old Nest Doorbell because once the temp dropped it would freeze, but other than that it worked perfectly. Now I've installed the Gen 2, and when I watch the live stream, even with a very strong wifi signal, when the audio plays it drops every other second, in only what I can describe as a constant chopping of the sound. The video stream is perfect, but the audio is chopped. It's absolutely brutal. I've reset, hard reset, removed and added again...

[MplsCustomer]

@MotorJeff 

That sounds peculiar. Perhaps you have a defective doorbell. You could try contacting Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[MotorJeff]

So I've been watching playbacks today and oddly, when you view the stream you get choppy audio, but when you watch a playback of an event, the audio is perfect. So I guess my biggest problem now is trying to overcome my OCD for wanting everything to work exactly how I want it to work, when I want it to work. lol 

Thank you for your response!

[Lance_L]

Hi everyone,

@MotorJeff, thanks for reaching out to the Community and sharing all the steps you’ve taken. I wanted to check in and see if you still needed any help. Have you managed to contact our support team as suggested by MplsCustomer? If yes, how was it?

If you weren't able to reach out to the support team yet, I'd be happy to take a look into this for you. Please answer the following:

1. Did this issue occur out of the box? If not, when did you notice the problem?
2. Does the issue occur on multiple mobile devices or cameras?
3. Is the camera in a case or housing?
4. Has the camera suffered any drops or impacts?

Please try these steps:

1. Check for any updates for the Home app in the Google Play Store.
2. Check for any Android system updates and install them if there are any.
3. Uninstall the Home app, restart your mobile device, and then reinstall the Home app.
4. Verify that the audio settings on the app are correct. On the Home app, tap the doorbell or camera > Settings > Audio, and toggle the microphone on.
5. When applicable, adjust the volume slider until you're satisfied with the audio.
6. Confirm if the audio issue happens on other mobile devices or computers.

Let me know how it goes.

I appreciate the help, MplsCustomer.

All the best,

Lance

[MotorJeff]

Hi Lance, 

I suppose I solved it? I worked through it on my own, as the usual recommendations are hard resets, remove from home and disconnect and reconnect.

At the end of the day it turns out the sound is choppy during live streaming, but the playback sound on recorded events is smooth. So, I suppose it just is what it is!

Thanks again! 

[Lance_L]

Hey MotorJeff,

It was my pleasure! If you have any further questions or need assistance, don't hesitate to reach out to us at the Nest Help Center.

Cheers,

Lance