Nest Doorbell wired 2nd gen

[ariakana1]

Hi,

I just got my google nest doorbell wired 2nd gen. Everything is fine until night time, whenever we turn on the porch light(LED), there are red lines on the video when streaming live footage. If we turn the LED off, everything worked just fine, and worked well during the day time as well. The only time this happen is when the LED is on during night time. I returned the first doorbell back to Bestbuy and exchanged another one, but the issue persists. So I am not sure if this is just gonna be how it is or if it's another faulty hardware.

Please help?

[Brad]

Hey there,

Thank you for bringing up the concern you're experiencing, I would love to look into this further for you. The first troubleshooting step that I'd recommend would be to restart your device. This process should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally. If that doesn't have any changes, go ahead and try to factory reset the device. As it is fairly new, you shouldn't miss out on a lot of video history.

Best regards,
Brad

[ariakana1]

Hi Brad,

I've done the troubleshooting steps of restarting, resetting the device/re-pair the doorbell. As stated, I've even replaced it with a different color, nest doorbell 2nd gen, and it's still showing this issue. 

[Brad]

@ariakana1

I would suggest you reach out to support, so a higher tier of help can reach out to you with next steps.

Best regards,

Brad

[janthadeus]

Hi folks, 

Checking in — were you able to speak to our support team as suggested by Brad? If so, how did it go? Let me know if you need more help. 
 

I appreciate the help here, Brad.

Thanks,

JT

[ariakana1]

Yes, I was able to speak to someone from tier 1, not very helpful at all. The person was not hearing me what I told them and just wanted to replace my device again even though I’ve already replaced it. So now this is being escalated to tier 2 and I was told they will get back to me via email in 24 hours, but I have not hear back from them. 

[janthadeus]

Hey  ariakana1,

Oh no! Let's get this sorted out. Do you have a case number of your interaction with our support team so we can check it?
 

Thanks,

JT

[Princesss]

Hey there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[Princesss]

Hello there,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Nest devices and we'd be glad to assist you further.
 

Best,

Princess