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Nest Doorbell Not setting up

Aorus1
Community Member

Hello.  I was having issues with my doorbell staying connected to my network. I went ahead and removed the device, performed a factory reset by holding the doorbell button and pressing the reset button on the backside with a paperclip until the countdown chime completed. After that, I powered down for 10 min and tried to re-add the doorbell to my account but continue to have issues with it completing. The most current error code I received was NC018 3.3 . 

Android Nest app version 5.67.0.6

 

Any further steps I can try? Would this be easier to attempt to connect to a computer and install that way via a web browser like you can with indoor cameras?

 

Thanks, 

Chris

1 Recommended Answer

Aorus1
Community Member

Final update - I went ahead and removed my thermostat. During install, the app tries to use the thermostat to communicate to the doorbell, camera, etc and that would fail and the app would try to connect directly to doorbell and fail as well. Once the thermostat was removed, I was able to install doorbell and then reinstall the thermostat with my key code. Everything is working as intended now.  Thanks !

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6 REPLIES 6

MplsCustomer
Bronze
Bronze

@Aorus1 

According to this Google Nest Help page (https://support.google.com/googlenest/answer/9240048?hl=en#camera_cant_connect&zippy=%2Cnc-errors), an NC018 error code indicates the doorbell could not connect to another Nest product to get the information it needs. If you search this forum for "assisting device" or "assisting nest product" (in quotes), you'll find many customer-suggested solutions, with varying results. Google Nest Support has still not provided its solution to the issue. There's even another thread on the NC018 3.3 error, but no one answered that one.

There is this Nest Cam Troubleshooter that Google provides. I haven't used it, but we have not encountered the same problem you have:

https://widgets.nest.com/nestcam-troubleshooter/

Among the possible solutions posted in this forum, the least intrusive seems to be to put your phone in airplane mode but turn on both WiFi and Bluetooth and then try the install. I have no idea why this works for some people,

The next least intrusive seems to be to create a second "home" temporarily, add the doorbell in that home, then remove the doorbell and remove that temporary "home". Then reset the doorbell and try installing again into your regular "home".

Or, since Google Nest Support hasn't provided a solution yet, you could browse through the other posts.  They contain all sorts of customer speculation on what's causing this issue.

Aorus1
Community Member

So I went ahead and created a 2nd "home" and was able to add the doorbell without any hiccups. If I delete the product from the 2nd home and try to re-add it to the main home, it errors out still. This is even with phone in airplane mode and having only wifi and Bluetooth enabled. 

 

Any other ideas? Would I be able to just transfer the doorbell over to main account instead doorbell adding it again?

I haven't worked with more than one "home" in the Google Home app or the Google Nest app, but I don't think there is a way to "transfer" it from your 2nd temporary "home" to your main "home".  

I don't know what else to suggest, except for that Google Nest troubleshooting link, which we haven't used .  We've been fortunate in not encountering any connection or "assisting device" errors when adding devices.  I've been watching the various posts on these issues, and other customers have a range of suggestions, which seem to work sometimes but not always.  Other people have contacted Google Nest Support, again with varying results.  You can browse those posts.  Google has not provided any solutions on any of these posts.

Aorus1
Community Member

Final update - I went ahead and removed my thermostat. During install, the app tries to use the thermostat to communicate to the doorbell, camera, etc and that would fail and the app would try to connect directly to doorbell and fail as well. Once the thermostat was removed, I was able to install doorbell and then reinstall the thermostat with my key code. Everything is working as intended now.  Thanks !

notforyou
Community Member

So frustrating. This solved all of my issues as well. Incredibly stupid error where it won't just let you skip the assist device.

What was extra annoying for me is I had to factory reset my thermostat too. I just bought that a few days ago and set everything up. Now I install a Nest doorbell and have to go back to square one. Not looking forward to installing any other Nest gear and am thinking I may have made the wrong choice to go with Nest.

Brad
Community Specialist
Community Specialist

Hey Folks.

 

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

 

Best Regards,

Brad.