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?
Sorry again for my late response! I am sure I would be far more efficient if I was a bot. I am sorry I am now just getting back to this thread. Still looking into this issue to determine a fix. Thank you for your patience. I know it must be frustrating waiting for an answer, and a solution. I am actively looking into some options to see if I have some additional troubleshooting steps to provide. Please standby.
The fact that so many people have purchased the same unit at different times (Mine was purchased July 19, 2020,) that everyone seems to be on the same firmware version 4110054, and that everyone started having the same issues around the same time, really points to this being a systemic issue. I would hope that the developers will find the cause and fix it in the next firmware release.
I called tech support and they wanted me to disconnect everything and bring out my voltmeter, which I think is a waste of time. Please fix this.
I am having the same problems… a few weeks back, the video would freeze any time the button was pushed, and the chime in the house no longer would go off. I initially replaced the chime transformer with a higher output one, but that made not difference. I attempted a factory reset, but could never get it to work. Holding the main button and reset button never caused anything to happen. It seemed as if the doorbell would go dead before resetting. This made me think the internal battery must be shot. Bought a brand new doorbell, installed it, and it triggered the chime ONCE when I first pushed it. Nothing after that. And the video freezes when I push the button, just like on the old unit. The sound on the doorbell itself only played on the first push as well.
So much for it being the old unit was defective. Put it back on, and will be returning the one I just bought. If a solution to this isn’t available soon, I’m ready to switch to Ring.
@MattM - can you please confirm the reset step (5 sec hold of main button + reset pinhole pressed together) was done with USB power? For example, USB from a laptop or phone power adapter.
For me, the reset step resulted in a reboot with the light around the main button coming on. Additionally, I had to remove and add in nest app, of course, and configure WiFi for the doorbell, etc. At least the reset step worked for me.
@RR9999 I had not previously used the USB power, but tried it again, this time plugged into a power source, and got the same result. As soon as I hold both buttons, the device turns off and continues to do nothing until I have released them.
I also rarely get notifications from the app anymore, despite the instances of motion, people, etc. being saved when I open and look.
Also, just checked, and am on the same software version as everyone else.
Got it, thanks. It is certainly strange that reset itself is an issue. Others also have this issue. Maybe you could try holding the button + reset pin pressed for longer…like 30s or even 1min.
For me, reset worked and it has (so far) solved the reboot issue when pressing front button on my old (March 2018) doorbell.
Google assistant is doing voice announcements on whichever device (speaker, nest hub, nest WiFi points, indoor iq, etc. ) I am near. This is both for old (March 2018) and shiny new (Nov 2021) doorbells
But, I still have the mechanical chime not ringing even with my shiny new (Nov 2021) doorbell.
For old unit which had reboot issue on pressing button - Indoor chime ON or OFF did not matter
for new unit - again, indoor chime ON or OFF did not matter. No reboot issue, no issue getting voice announcements. But, Mechanical chime not working.
I'm having identical issues ..Started happening Friday after Thanksgiving
After i added nest battery cameras to my Google home app , I noticed door cam/button made the announcement on my hub with no video(same on phone app) , Door button/cam times out for about 30 sec (mimics a power failure)
Otherwise without button press working normal
Has to be an app issue(maybe software update) as this door button is only 1 year old and was working perfect ...
I got excited too early. I tried again this morning and it's back to not working. The only difference between yesterday and today are the temperatures which supports the battery issue theory. Yesterday it was 38 degrees when it worked and then this morning it was 30 degrees when it didn't work.
The things that still don't make sense to me about this are:
if it is a cold temperature / battery issue, why was someone in Arizona affected?
why would a new Nest doorbell still have this problem with a new battery?
From what I can tell, I don't think it's the Chime Connector.
Here is what's happening from what I've gathered:
1) Chime connector routes power away from mechanical chime and provides constant voltage to the doorbell. That power keeps your Nest doorbell running and maintains a charge to the internal battery.
2) When the button is pressed, the doorbell temporarily swaps over to the internal battery and the Chime connector swaps power over the mechanical chime for a brief period while it dings the dong.
3) Power is restored back to Nest Hello and battery is disengaged.
So, when someone turns of the Chime within the app (thus the doorbell), power is never routed to the mechanical chime and the battery is essentially not being used (at least for any functions that we are aware of). Doorbell works as intended with the exception of no mechanical chime. Even if we physically remove the doorbell from the chime (and/or the transformer and power externally via the USB port) unless the doorbell chime is turned off in the app, any button press will engage the battery.
If the battery is too weak to cover the voltage drop, the doorbell will reboot.
For those that are saying the doorbell isn't working even with the chime turned off in the app, I'm guessing the battery is completely dead but I'm just guessing here in that scenario since we're not sure what else the battery may be used for.
Regardless, most things are pointing to the battery as being the culprit.
When a battery is new, it can operate in a wide range of temperatures. As it ages, it's ability to hold a proper voltage range is reduced. So someone in a colder climate will see the battery work less efficiently sooner than someone living in a warmer environment. But even someone living in say Arizona will have the battery eventually lose its ability to hold a constant voltage long enough to power the doorbell.
As to the new doorbell experiencing this issue, as mentioned in my other replies, I have no idea. That seems like an isolated case from what most of us are experiencing or it's not really new. For example, if the person claimed warranty and Google sent them a 'new' unit, it would be a refurb. Or if they bought it at retail, maybe someone swapped out their dead doorbell for the new one. Or, it's just a dud.
Perhaps it’s time for a class action lawsuit if google will not address the issue or at least be honest with their customers? I mean, other companies admit and address the battery issues on their devices and offer battery replacement options at a cost that is beneficial for them and their customers.
If you turn off the indoor chimes then it won't reboot. This is a temp fix for me since I have Nest Hubs that take over the door bell function. I heard my doorbell chimes buzzing, maybe the round device that's installed in there is going bad or its the internal battery. I made a call to support today to hopefully get mine fixed. Currently, they say the battery is fine but that my unit is overheating due to sunlight. I've tried to explain these issues occur at night when its 30-40F when its not overheating...
So after reading thru this post since I have been having the same issue i have come to a similar fix to @RR9999 where I was initially having the reboot problem on button press and I ended up replacing my transformer since it was only a 10VA instead of a 20 or 30 I know have a 30VA. After initially replacing it i was able to press the button and it worked without rebooting but come today i tested and it rebooted. So i took it from outside and put it on the usb power and tried it and still was rebooting. So i did a factory reset which i hate having to do cause you loose all your old footage which google needs to fix especially since this had been their issue. So after doing all this and turning off the indoor chime it looks like all is working fine. And i am now able to hear the different doorbell sounds which i couldn't before. But this is still an issue since I can't use my internal chime luckily i have google home speakers in every room so i will definitely hear it when it is rung.
@AkumaX5 - good to hear that reset step helped with reboot issue….and, 30VA transformer may have helped as well. Maybe you can confirm by re-using the older 10VA transformer now that you have done the reset step.
Google’s info for power requirement in North America does allow up to 40VA. So, you would be ok - https://support.google.com/googlenest/answer/9247132?hl=en
Also, you could check if indoor chime value in app - I.e., ON or OFF - is still relevant for doorbell operation…albeit, the mechanical chime does not work.
I agree with your point about losing old footage upon reset.
Btw, maybe the 21st century approach is to use visitor notifications on assistant enabled devices…..versus the mechanical/electronic chimes.
I turned the doorbell chime off, so only my Google Homes alert me to the doorbell being rung, not my actual chime, and the camera stays running when rung now. It’s a fix, but only because I have Google Homes in most of the rooms of my house.
Doesn’t address the actual issue of not being able to use my home’s doorbell chime AND have a functioning doorbell camera, tho.