Nest Doorbell not recording at night last two weeks

[ALH22]

Since about 3 weeks ago my wired nest doorbell has stopped recoding at night from about 7PM till 7 AM. I live in a townhome community so I know there is movement and sound. It would record each night until a few weeks ago. Nest Help people have been no help. Does anyone have the same problem? Any suggestions?

[EmptyNester]

Are you on the 1st Gen Nest HELLO door bell or the newer Doorbell (Battery)?  Also, are you using the NEST app or the Google HOME app?

Assuming you are using the NEST app you should check (2) things.  Go into view a camera and click the GEAR icon.  Make sure you the  settings for  Home/Away and SCHEDULE are both set to OFF.

Let me know if this fixes it.

[ALH22]

1st gen wired doorbell. They are both off. Now it’s not recording sound. Something is wrong. 

[EmptyNester]

Hi ALH22,  I'm an end user like you and have been using these cams for many years. Let me ask some questions to see if we can narrow this down.

Is this your only nest camera? Or do you have others?  Are they recording at night?

Which nest aware subscription do you have?  Make sure it is still active by going into the NEST app and hitting GEAR in the upper right corner and then selecting AWARE and see what it says.

You are sure it is recording during the day but not night?  That is a problem I have never heard of and it is hard to speculate how that could happen.

When you look at the live image at night on your phone or computer does it look like the IR Night vision is working and you can see a person (assuming you are watching live)?

I think what Google support would tell you to do is this:  REMOVE the device from the app.  Then follow the procedure to do a FACTORY RESET of the Doorbell. And then re-add it to the app.  HOWEVER If you read thru this thread you will see this can be a terrible rabbit hole as a lot of people report that when the do this they can't get the device to come back at all.  PROCEED KNOWING THERE IS RISK.

[ALH22]

Hi! Thanks so much for your replies! I have had the doorbell for a year and a half and it was working fine till a few weeks ago. Its the only doorbell I have. I don’t have any of their cameras….It’s very strange. I pay for the full service..nest aware I believe is the name? It is active.

I think I have screwed The Whole thing up trying to fix it…thought maybe there was something in settings I had mistakenly changed…. Now it only records motion and a person, no more sound. UGH! I may need to just purchase another. Unless I did something else in setting…..
It only doesn’t record at night. I’m sure of it! 
Well I do appreciate you help! Have a great day!

[EmptyNester]

Hi ALH22,  I feel your frustration.  You can try opening a support ticket at https://support.google.com/googlenest/gethelp.  But to be honest knowing what people go thru with Google tech support means you could waste a lot of time.  What ever you do DO NOT buy the new Google Doorbell (Battery).  It is terrible   (long list to lengthy to type here).  I bought it and returned it.

You may just want to buy a used 1st gen HELLO doorbell on Ebay.  I have purchased a few and they have always worked great for me.

It sounds like something is failing inside your current camera.   You could try the FACTORY RESET I spoke about earlier in this thread but if it fails and you can't get it up and running then you might be left without a doorbell until you can replace it.

And if you are going to replace it you might want to check out the EUFY line of product.  They have this new doorbell that has (2) cams in it.  One that looks at the person and a 2nd camera that looks down towards the ground to see packages.

https://us.eufylife.com

[ALH22]

Good morning EmptyNester,

I just wanted to thank you for all of your help and information. I was going to buy a new doorbell…thank you for advising against it!

I have spoken to tech support…NO HELP,

IM GIVING UP. I’ll use it for what I can and start to research other doorbells.

Thanks again for all your help!!

[SteveT1]

Hi folks,

I appreciate the help @EmptyNester. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know.

Thanks,
Steve

[ALH22]

If you work for Nest SteveT1 then how about some help with my problem?

[SteveT1]

Hi there,

Thanks for the response @ALH22.  I know how frustrating it is not to have a working device when needed - I'd love to help. Please reply with the case  number of your recent support interaction so we can check this further.

Regards,

Steve

[ALH22]

Steve, I don’t feel comfortable giving you my case number on a public forum. Thank you though

[Brad]

@ALH22

Steve and I are Community Specialists, so we can assure that your case number is not something just anyone can access. Your information is secure and safe. Sharing your case number will help us help  you.

Best regards,

brad.

[SteveT1]

Hi folks,

It's me again. I understand. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know.

Thanks,
Steve

[SteveT1]

Hi there,

We haven't heard any updates from you. I'll go ahead and lock this thread in 24 hours. If you're still in need of assistance, feel free to start a new thread and we'll be happy to help.

Regards,
Steve