Nest Doorbell (battery) stuck at downloading update.

[shera]

Moderator edit: Subject updated for clarity and findability.

Hello. I have read multiple threads about the same issue. I have tried all the recommended ways to fix this issue. Nothing has worked.

I tried to contact support but chat functions keeps telling me to stay in queue even though I’m #1 in the queue. Tried to phone and says it is outside of support hours (it is not).

Please, can someone from Google get in touch so I can install my doorbell?

[EmptyNester]

Hello,  I'm an end user like you.  You might try doing the update with a different phone to see if it works.

I can also help you by escalating this to Google.  You should hear from someone fairly quickly here in this thread.

Good luck and when you get it working please return here and let us know how it got fixed.

[Lance_L]

Hey everyone,

@shera, thanks for reaching out to the Community. I’m sorry to hear that you’re having issues installing the Nest Doorbell (batter). I’d be happy to help you with this.

A few questions: what troubleshooting steps have you taken? Have you tried to set up the doorbell using a different WiFi network or mobile device?

If you haven’t done so already, please try the steps below:

1. Check for iOS updates and install them if there’s any.
2. Save any video history on the device, if any. Follow this guide.
3. Uninstall the Google Home app then restart the mobile device.
4. Reinstall the Google Home app and sign in.
5. Unmount the Nest doorbell and connect it to the USB cable and power adapter. Plug it into a power outlet, and then locate the reset pinhole on the device.
6. Insert and hold the pin (you can use an unfolded paper clip or a thumbtack).
   1. At 10 seconds, the status light will blink yellow four times, and you’ll hear a countdown tone.
   2. At 12 seconds, the status light will be steady, solid yellow while the device starts the factory reset, and you’ll hear a confirmation tone.
7. Release the button. Your device will be restored to its factory settings.
8. After the factory reset, your device will appear as "offline" in the app until you remove it. Also, the status light should be pulsing blue. If not, repeat step 3.
9. To remove it from the app, open the app, then tap Settings > Remove Device > Confirm.
10. Make sure the phone is connected to the same Wi-Fi network as the selected network for the Nest device.
11. Bluetooth should be enabled, but it should not be connected to any Bluetooth devices. Disconnect any Bluetooth devices paired to your phone, such as earbuds, smartwatches, etc.
12. Cellular data should be turned off.
13. For iOS devices, tap Settings > Privacy > Local Network and turn on Local Network Access for the Google Home or Nest app.
14. Start adding the device back to the app. 

Let me know if the issue persists.

I appreciate your help, EmptyNester.

All the best,

Lance

[shera]

I have done all the different troubleshooting steps I’ve read on the community threads. 

I have done the following:

• reset doorbell
• factory reset doorbell
• uninstall Google phone app, reinstall
• created a new Home within the app
• changed my WiFi from 5GHz to 2.4
• used a different phone to try and install
• doorbell charged till full battery

I honestly have no idea what else to do/try. Unless I try to install it at a friend’s home but if that is successful, then what am I to do? Change my Internet provider? Surely that can’t be it?

[shera]

Just tried using a different phone and still nothing. Very tempted to just pretend this doorbell doesn’t exist and get a non-Google one.

[EdmondB]

Hi shera, 

Thanks for trying — we'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

Cheers.
Edmond

[shera]

Hi @EdmondB 

I have just filled up the form. 

[EdmondB]

Hey there, 

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. 

Best,
Edmond