I have a Nest doorbell (wired) and there is no audio except static when watching live or playing back in the history. Two other outdoor cameras on the same package are working as expected. I have adjusted the volume levels in the web app, and turned the microphone feature off and on several times. No change. What else can be checked before I request service support?
Solved! Go to Solution.
I apologize for my late response and thank you for all of your patience while waiting for a reply. I understand how frustrating your situation must be, and I would love to help however I can. Here is a great article that goes over some troubleshooting steps for missing audio on your nest cam or doorbell!
Thanks for the help, Brad.
I wanted to follow up and see if you are still in need of any help? Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.
Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
Tried all of the suggested fixes but still no audio. This was fine at first, was able to hear everything when it was installed. But now there is only video. The other cameras have both with no issues, so not the app.
Thanks for getting back to us. A few questions: has the camera suffered any drops or impacts? Has the camera been exposed to outdoor weather? Also, is the camera exposed to direct sunlight for extended periods of time?
Drops or impacts? No it is mounted on the door frame and has been since it was installed.
Exposed to outdoor weather? Of course, it is a doorbell. But it is protected with a covered porch. And doesn’t generally get any direct moisture or rain.
Exposed to prolonged periods of sun? See previous answer above. Nothing unusual for a doorbell. The house faces North, so not really much direct sun.
The camera functions as expected. Just no audio from the microphone. Even when the 2-way communication is active, visitors can hear me from the app, but I can’t hear them.
I have tried this suggestion for the restart, but I still have no audio live or recorded. I don't want to factory reset this, as I don't want to lose some video that is on the subscription. Unless you can confirm that the video would still be accessible 100%, even after this factory reset.
You won't lose any video if you just Restart the device. That may happen if you Factory Reset the device. Restarting and factory resetting your Google Nest camera or doorbell will have different results:
Restart: Keeps all your settings, and it should reconnect to the same Wi-Fi network. This is helpful if it ever becomes frozen, has trouble reconnecting to the internet, or isn't working normally.
Factory reset: Erases all your settings and options, and restores its factory default settings. It will not automatically reconnect to Wi-Fi and you'll need to set it up again.
You can find this information, plus additional information on this process here.
I spent an insanely long time on a call with support on Friday - over 90 minutes. They went over the exact same troubleshooting steps that were recommended here, twice (2 different agents). It went even further, so far as to asking which devices I was using to monitor the doorbell, what OS and app versions they were using, and of course the the good old "Did you try turning it off and on again" approach.
Then it was finally decided that yes there "may" be a problem with the doorbell microphone. They were very non-committal to this, as if there could still be some other unknown force at play. I was then sent an email that yet another person will review the issue and contact me some time.
So to date no resolution, but conveniently I was told it is now out of warranty. So I have no idea what recourse will be offered, but I am not looking forward to the very likely response that I will now have to replace it at my cost of C$300. For a static doorbell device that should be built to withstand the elements outdoors, I find it hard to believe there is something I could have done to protect this any better and make it last as long as it should have. I certainly didn't expect this to need replacing after a year or even two.
Thank you for the explanation! I am sorry that you got the run around. I would suggest that you continue to work with Support, as there is nothing more we can offer you in the Forums here as the device is out of warranty, we do not have the option to replace it here.