Nest Hello Battery - Live video not available

[mickerehn]

Hi!

The Nest Doorbell, battery version is playing tricks with me since it has decided to not show any live feed anymore. Doorbell is installed to my network and work since it lights up when someone passes by and it apparently also records videos so it's kind of working...

The issue I have is that that the live view is not working at all. Message displayed (in Swedish) says:
Live view is not available 
It might not be possible to reach the camera or the battery savings mode is enabled on it.
Try again

No battery saver mode is enabled. Have reinstalled the camera several times, restarted the network several times and made several factory resets to the the device but still no success at all. 

Have had it for several years where it was working just fine. Did terminate my subscription for Nest Aware although it's still valid for about another month but that should not be the case as I see it. 

Anyone with an idea on what to do? Have tried to search and find an answer to the issue but without success. 
Thanks a lot!

[DeboraJ]

Hi @mickerehn

Thanks for reaching out to the community! I understand that you've been experiencing some issues with your Nest Doorbell Battery regarding the live feed and some error messages about the device being in battery saving mode or asking you to try again later. Thanks for letting me know that you already tried some troubleshooting steps for this issue! I really appreciate it. Let me help you with this one.

Before we move forward with the troubleshooting steps, I need to know a little more information:

• How is the internet connection in general? Are you having any issues with any devices going offline, slow downloads, too many people online at once, etc.?
• Is your Google Home app up to date?
• Does this issue persist if you try to view the feed on the website?
• If you have more battery devices, are they having this issue, or just this one?
• Do you have a wired or wireless connection?
• What is the status of the LED light?

Once you have this information, I will be more than happy to help! Keep me posted.

Best regards,

Debora

[mickerehn]

Hi Deborah!

Thanks for getting back to me and here are my comments:

• Internet connection is very stable in as well as around the house and I have never had any issues before with the live feed. No other of my smart home products are experiencing any issues. 
• Yes, everything's updated.
• I was actually able to see the live video on the website as well as in the app yesterday and this morning but then it stopped and showed the same error message again.
• No, no other issues with battery powered devices.
• I'm using the battery option for my installation.
• LED is mostly green and button lights up in white when motion is detected. 

Feel free to let me know if you have any other questions. Device have been working as expected since installation so it's all very strange indeed. 

Thanks in advance and have a nice day!

Kind regards

Mikael

[DeboraJ]

Hi @mickerehn,

Thanks for answering my questions! I really appreciate it. Based on the information that you provided, the team would like to learn more about this. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email after that.

Keep me posted!

Best regards,

Debora

[mickerehn]

Hi Debora!

Thanks for your reply and I have filled out the form as requested. 

Kind regards

Mikael