Nest Doorbell (battery) offline - green light and solid white circle

[Jason7]

Hi,

My Nest Doorbell suddenly went offline this afternoon. It’s just over 1 year old (by 4 days…) and had been working fine earlier today before suddenly going offline. The lights seem to vary:

When plugged in, it shows a green light and the white circle is solid. It stays offline and doesn’t make the usual sounds when I plug it in and doesn’t show in the app that it’s charging.

I’ve tried restarting it via the small hole in the back (used a paper clip for 5 seconds) and with this I get a white light, but it doesn’t get any further than this and never comes online in the app, then the light turns off after a few minutes.

I’ve tried a factory reset (paper clip for 10+ seconds, up to 30 seconds) and nothing happens (no light colour changes, no audible sounds, etc).
It is a battery model but is connected to the doorbell wires and the button still rings the mechanical doorbell, but the device is offline.

No wifi changes for months, all other devices work fine, the doorbell itself has never had any connectivity problems and in addition to being only a few metres from the router when installed, I have also brought it inside to charge and troubleshoot and it still is offline.

Anybody know what might be happening?Any troubleshooting advice?

[AndyMH]

This has also just happened to me. All the same issues and responses to troubleshooting. Not found a solution yet.

[MplsCustomer]

@Jason7and @AndyMH 

Perhaps you should contact Support (https://support.google.com/googlenest/gethelp), since a solid white circle is NOT one of Google Nest's documented light conditions, while a solid green status light is supposed to mean "Everything is working normally":

https://support.google.com/googlenest/answer/9268073?hl=en#zippy=%2Cgoogle-nest-doorbell-battery

[janthadeus]

Hey AndyMH,

Thanks for the update. We got the form you've submitted — thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Kindly wait for our support team's further instructions. Let’s continue through that channel.
 

MplsCustomer, we hear you — rest assured that we'll take note of it. We'll ensure that we'll learn from your experience as we continually improve our products and services.

Thanks for the help here, Brad, Emerson and MplsCustomer.

Best,

JT

[Lorna06]

Same just started happening to mine?????? Did this get resolved as I need help

[Brad]

Hey there,

Sorry to hear you're experiencing this, I can imagine this has been stressful for you. Please fill out this form, and a higher tier of support will reach out to you with next steps. As a side note; we unfortunately do not offer replacements for parts. If your device is no longer under warranty, we aren't able to offer a replacement, We're sorry for the inconvenience. 

Best regards,
Brad

[AndyMH]

I've only had it for 2 weeks so hopefully that counts as still in warranty...

Thanks for the link to the form.

[Brad]

@AndyMH

The warranty would cover a year, so you should definitely still be within the warranty if you just purchased it two weeks ago. Fill out the form, and you should hear from support soon. Thank you for your patience!

Best regards,

Brad

[Brad]

Hi there, 

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[Lorna06]

Thanks I called the telephone number went through everything and I'm getting a replacement hopefully. I've sent it back to you so just waiting to hear.  Very easy once I got to speak with someone 👍

[Jason7]

Same here. Spent more than an hour troubleshooting with your tech support people on the phone and was unable to resolve this problem. Seems like the device is bricked, and seems like others on this thread are having similar problems that can’t be resolved by Google tech support. Seems pretty clear there’s a problem with the devices themselves. Mine is being replaced as well. Hope that you can figure out what’s wrong with these devices and can prevent it from happening again in the future. 

[EmersonB]

Hi everyone,

@Jason7 and @Lorna06 we truly appreciate you getting back to us and for giving us the update for what happened. We're glad to hear that your replacement is on the way. Our team is working hard to deliver the best experience for our users — we'll take this as feedback.

@AndyMH were you able to fill out the form? If so, could you share the case ID from your interaction with our support team so I can take a closer look?

Thanks for lending a hand Brad.

Best,
Emerson

[MplsCustomer]

@EmersonB 

So, does a green status light and a solid white circle mean the doorbell is busted? Can Google Nest add that to it's documentation of what various lights mean?

[AndyMH]

Hi Ebedia, yes i filled out the form. Case number is 4-9004000033941 and they have offered to replace the doorbell. I have been away all week, but planning to call today to arrange for the replacement.