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Nest Hello Doorbell cuts out when button is pressed

DarkGhost18
Community Member

I've had my Nest Hello Doorbell since 2018, it worked perfectly and without issue until recently. Now everytime someone presses the button, it cuts out mid ring in the device, and loses power. The camera stops working until maybe 30 seconds later. Does anyone have any suggestions on how to resolve this issue?

815 REPLIES 815

Niks
Community Member

Today my doorbell rang and video worked again which it hasn't done for awhile now. so maybe there was some kind of software update push... (I have not updated the battery or done anything on my end). It is as warm as 50F today but it wasn't below freezing temp when it stopped working so I don't believe it is temperature related. 

leiicn
Community Member

Good to see the good news, but r u sure that auto cut off by ring press doesn't happen again?

RMForlenza
Community Member

My unit worked well for years. Notice the issue within the last month. Video is not lost whenever the button is pressed. Video history says the camera was offline.

Theooo
Community Member

I replaced the battery but my hello stays in an infinite rebooting loop. It’s starts up, ring lights up, but shuts down right when green camera light comes on. Not sure I can do anything else with. Any suggestions?

MePhiMe
Community Member

Reseat the battery. If that doesn't work make sure the area where the battery is placed is free from corrosion or any other exposed wire or metal. Check the wires/leads for anything foreign on them or leaning up against them. Hope one of these fixes the issue. 

Jeff888
Community Member

Temperature has warmed where I live and now the Nest Doorbell is working perfectly again.  No other changes were made.  As the U.S. starts to warm, I wonder if others will have the same experience? If so as a Google user community we need to come together and hold the company accountable to fix this latent defect.  I am very surprised the company is not trying to guide us to a solution on this form.  That creates a horrible customer experience.  

wraptur
Community Member

So I finally replaced the battery.

used like four guitar picks to open the thing, one odd thing that I wasn’t expecting was a thin, copper sensor (guessing for temperature?) was wrapped around the original battery and wired to the board :(, that took the longest to unwrap and reuse (I didn’t dare not use it or rip it).  Anyone else see this, what did you end up doing with it?  Anyone know what it is for? Things seem to work better for now FYI, still lame we have to do this and that it isn’t easier to do

mighty_manny
Community Member

For those curious about replacing the battery in your Nest doorbell, I replaced mine just under a month ago, and the issue has completely vanished. 

I followed the teardown on iFixit and ordered this replacement battery. Please note that the replacement battery is not the exact same as the original battery, but it has the same connecter, fits in the the case, and works!

I replaced my battery on the 17th of January and things are going great. After replacing the battery, I left the doorbell on a usb charger for an hour before reinstalling it. 

After taking a closer look at the original battery, it was clear that it had inflated slightly. Im no expert, but it is clear that the battery failed in some way. 

 

Anyways, I hope this helps. I just wanted to share because the battery I linked 100% worked as a replacement, even though its specifications where not an exact match when compared to the factory battery. Good luck

 

 

ZackTheBaker
Community Member

Also having the same issue. 

Cleells
Community Member

I have this problem too.  

leiicn
Community Member

Hi all,

happy seeing this issue is still being discussed actively.  but I ended up with having another new same model from the market, replacing the faulty one.  I have no patience and time to wait for Google comes up with a solution... (don't think it will come any soon!).

Lagarmiga
Community Member

On my end, turning off "Indoor chime" in the settings did the trick, now the doorbell is not re-starting when pressed. What I ended up doing is connecting the doorbell to my nest hub and hearing the chime and notifications from there and from the google speakers, instead of the mechanical charm.

I tried hooking mine up to my Home Hub. It's a no for me. And my indoor chime is off. I really think mine is weather related and I am not happy...

MplsCustomer
Bronze
Bronze

@Brad 

Why did you lock the "low battery even when plugged in nest camera (battery)" thread (https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Low-battery-even-when-plugged-in-nest-c...) and refer people to this thread, which is totally unrelated and is about the Nest Hello Doorbell? Please see @Paullukehurst 's post above.

There are other customers reporting low battery problems with the Google Nest Camera (Battery) when it is plugged in that have not been addressed.

Black02wing
Community Member

My problem solved with a new battery arrived from china in 17 days I installed it and should be good for the next two years.  Should never have come to this for a 200.00 door bell camera , very bad engineering on nest part 

EricO88
Community Member

Why can't we see our battery voltage in the app under technical info anymore like shown here https://images.app.goo.gl/43M1hMUsMavbCWJr6 

When did the feature get removed? Seems fishy. Sounds like Google knows exactly what's going on here. 

TomS
Community Member

This is the Smoking Gun!  Google knows there is a problem and the refuse to be accountable for it. 

yukoncornelius
Community Member

Yes, why are you taking the battery voltage away from  us?  Brad do you actually want to weigh in here?

Yeah I would like that feature back. Page 12 on the instruction manual mentions the option to view serial number, MAC & IP addresses, AC voltage, and more.  

They are clearly preventing us from checking the battery's voltage reading. 

nestacular
Community Member

Today was low temperature day (about 20) so the old trusty wired Google doorbell faithfully shut itself off.

Looking forward to a fix that makes it four season doorbell instead of a three.

Even though this is for their battery version, see article:

https://flip.it/.CHL-6

I just emailed the author of the article. His email address is at the bottom of the article. 

Ben,
 
I just read your article on the battery powered doorbell failing. 
 
I would like to bring to your attention that the original Nest Hello WIRED doorbell fails shortly after the warrantee expires. This is NOT a Cold weather issue, I for example live in Phoenix, AZ. At the link below you will see hundreds of complaints from owners with this issue. Google has not offered a solution other than buy a new one. What we owners have discovered is that even though the doorbell is powered by our doorbell transformer, there is an internal undocumented battery that powers the device for the brief seconds when the doorbell button is pressed. This internal battery has reached its end of life. Google refuses to do anything about it. 
 

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Hello-Doorbell-cuts-out-when-butto...

 

jaycray
Community Member

Battery replaced, and all is happy again. Prior to replacement, camera would be online about 1/10 of the day. After new battery, it hasn't dropped a single minute.

 

Getting through all the adhesive is a real pain. Terrible product design.

Jamboy
Community Member

Just started happening with me too. Not sure if is because the temperature outside is 49 degrees F. Would it be condensation inside or a battery problem as others have reported? Mine is connected to the doorbell wiring back to a chime. Has anyone given you a resolution as yet?

HLGBellyHop94
Community Member

@User123456, can you guys please just help us out.... The support of this product is so sad. I just ended up buying another so I could deal with it in a mother couple years when that one stops working too. Give us a 50% discount or refund to those who already bought another. 

RetXpres
Community Member

Happy to see that this board is getting flooded with Negative Responses….

I am really Pissed Off that Google has not Acknowledged our concerns. We invested a decent amount of money for this doorbell that has a Design Flaw!
Google should replace all of doorbells…

Can we be honest. People have short attention spans. Your doorbells and mine too are out of warranty and google is hoping you get tired after a week or two and move on.

 

the solution is to either try replacing the battery or buy a new unit.

i suggest we start a discussion on other doorbells, ring seems to have the same problem, unifi g4 i think lets you do 24 hour recording but requires extra harfware. I’d like to hear what models are a good replacement

 

fyi: i think the module you add to thr chime unit should have the battery, that way it wouldnt freeze in winter and cook in summer

jaamzw
Community Member

@MoopMeep wrote:

Can we be honest. People have short attention spans. Your doorbells and mine too are out of warranty and google is hoping you get tired after a week or two and move on.

 

the solution is to either try replacing the battery or buy a new unit.

i suggest we start a discussion on other doorbells, ring seems to have the same problem, unifi g4 i think lets you do 24 hour recording but requires extra harfware. I’d like to hear what models are a good replacement

 

fyi: i think the module you add to thr chime unit should have the battery, that way it wouldnt freeze in winter and cook in summer



@MoopMeep wrote:

Can we be honest. People have short attention spans. Your doorbells and mine too are out of warranty and google is hoping you get tired after a week or two and move on.

 

the solution is to either try replacing the battery or buy a new unit.

i suggest we start a discussion on other doorbells, ring seems to have the same problem, unifi g4 i think lets you do 24 hour recording but requires extra harfware. I’d like to hear what models are a good replacement

 

fyi: i think the module you add to thr chime unit should have the battery, that way it wouldnt freeze in winter and cook in summer




How about the fact that most of us bought a hard wired unit because we didn't want a doorbell with a battery?  It's a fair assumption that we would not have a battery to deal with.  From what I've read it certainly is not considered a serviceable unit.  

I bought this specific doorbell because it was powered by my existing wiring and power of my house.  My wiring and power has not failed.  Everyone that has a hard wired doorbell fail due to a battery that we should not be relying on has a case and I expect a class action suit if we're not taken care of. 

If anyone does simply move on I really hope they follow what you've implied and so giving money to a company that is screwing us.

This is for the Nest, why would we start a discussion on other doorbells?  We’re trying to figure this out together. For a new discussion, go to Facebook, twitter or Reddit. 

Niks
Community Member

I agree. I want to hear what everyone’s other favorite doorbells are (not google products). I have always been less than satisfied and this is for me the thing that decides Im done with google products. No customer service and they are garbage.

i have family with ring that are happy and years later still works. What else is out there?

MePhiMe
Community Member

Does anyone remember when Apple got caught putting out software updates to their devices that caused all prior versions to suddenly have battery issues? They also went silent when everyone complaoned. It turned out they did it so that their customers would be forced to updated their phones to the new models. They had to pay a monster fine and offer every customer money back as part of a class action lawsuit. Notice also how all this seem to coincide with the latest software update (that you have no choice on installation or rollback).

jaamzw
Community Member

yes. mine started cutting out around Halloween when the update with the 'seasonal tones'.  I was convinced something in that update was broken.  Either not requesting the additional power with button pressed or requesting too much... causing a reboot.  It's possible that was added intentionally.

RetXpres
Community Member

Agree the Seasonal update is when it all started. Maybe there is a bug in that update. Google really needs to address this and make good on it. There are too many people here with the same exact problem. 

It’s funny though that companies follow almost like a rulebook.  Squeeze out more money from their loyal customers instead of earning their business fairly.  I guess the fines Apple paid doesn’t scare Google?  Perhaps it was to lenient?

RetXpres
Community Member

Google Confirms Issues with the Nest Doorbell…  Will they replace our units?

https://www.theverge.com/platform/amp/2022/2/18/22941018/google-nest-video-doorbell-nest-cam-cold-we...

TomS
Community Member

This article does NOT address the Nest Hello Wired Doorbells that is the core of the string of complaints on this GoogleNestCommunity forum. I live in warm Phoenix, and my doorbell failed, and it is not the Battery Operated model. Our has an internal backup battery that has reached end of life independent of temperature. 

MePhiMe
Community Member

I fell like Google is BSing quite a bit on this. My Nest Doorbell unit still records 24x7, still listens for sound, etc. And apparently that makes no difference if it is wired (my is) or not. It only stops when the Door Bell is run IF it it is set to kick off my internal door chime. When that is off there is no issue and it will also send to all Google home devices. If it is because it is being trickle charged shouldn't matter as this happens once a week or less in my home and fails 100% of the time. A single ring (with the chime on) should not drain the entire battery, regardless of whether they state it is only keeping half it's regular charge bc of the cold. In addition, based on this link, for those that are replacing their batteries, Google is basically telling you that come next winter you should be right back to the same issue again. And yet for everyone who has had these for 6 months, 1 year, 2 years, 3 years or more and ONLY had this issue now (or since the current update - like me and so many others), it seems like Google is making it up/covering something up. There is no way everyone had this happen in the same timeframe when they were both bought and installed at such different times over years.

I’m glad it’s getting more and more attention, but this article is horrible. It’s obvious that the writer (Jennifer Pattinson Touhy) did not read any of these articles. She doesn’t grasp the issue or understand completely what the problem is.  The battery may be affected by temperature but that’s not the only issue. It’s probably that the batteries go bad after X amount of charging cycles and the transformer doesn’t provide enough power for the bell to ring and the camera to function.  There’s a significant voltage drop when the bell is rung.  They need to redesign this so it doesn’t need power from the transformer or so that the voltage drop doesn’t affec it. They could use an electric magnetic relay switch to fix this issue as they use little power.  The author of this article also says there a feature you can see on the Google Home App that shows if your device is affected. That doesn’t exist, I looked.  I’m going to try getting a higher voltage transformer to see if that fixes the voltage drop issue.  That’s the easiest solution before opening it up and bricking the whole thing.  But if the battery is done, that will only prolong the death of our devices. 

@Lore4321nz 

Just a reminder that this thread is about the Google Nest Hello Doorbell, where the small internal battery fails after one or two years. The symptom is that the doorbell cuts out when the doorbell battery is pressed. Some customers have been able to solve it by replacing the battery. Some customers report the problem to be worse when it is cold.

The article from "The Verge" referenced above is about the new Google Nest Doorbell (Battery), where there is an entirely different problem where the battery cannot charge in cooler temperatures and where the doorbell is always powered by the battery even when wired.  (The “charging paused” or “charging slowly” messages referenced in "The Verge" article are supposedly available for the Google Nest Doorbell (Battery),  and NOT for the Google Nest Hello Doorbell.)  Google Nest Help has a newly-published support page on this issue, "Cold weather battery issues in Nest cameras and doorbells", where they now concede that there are temperatures where the battery cannot be charged: https://support.google.com/googlenest/answer/11830989.

Got it, it’s hard keeping track of the different versions of the products. The “Nest Google Google bell door cam door bell battery with out the battery but with the charger” blah blah blah etc etc etc. Why can’t they just keep it simple?  Just call it the same, one wired and the other battery powered version.  Give it numbers like version one two three etc.