Nest Hello Doorbell cuts out when button is pressed

[DarkGhost18]

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?

[sockpuppetsami]

Was there a difference in the temperature the day you experienced the failure and today?

[TomS]

Phoenix AZ. It was below 90 degrees in October/November 2021

[RBEEZZ2]

having the exact same issue, installed 2019 and now this is happening....it sound like it wide spread issue.

[MattM]

Okay, update time for my individual situation (see timeline of events above):

After putting the new doorbell back on, I realized last night I was only getting 3 hours of events stored, and no video recordings saved, only stills. This made me realize that I had to update my Nest Aware account. Once I did that, the doorbell began functioning normally (minus the indoor chime, but read on).

I installed a new indoor chime this morning, and all works now. So it seems I was experiencing the perfect storm of the old doorbell internal battery failing, my indoor chime crapping out, and the Nest Aware account requiring an upgrade. I do believe some of these things led to the others, but I again have a functioning doorbell inside and outside. At the expense of buying a brand new device, however.

[axlahn]

Glad to hear you got it working!  I only have 1 device on my Nest Aware account and it's a legacy account.  If I swap to a new doorbell, I'd have to migrate the device to a Google account and lose the legacy Nest Aware subscription.  I don't use the 24/7 video much, but it's nice to have at the price that it is. if I'm gonna lose that and have to go to a new device, I might as well go to Ring since I have a bunch of Echo's around the house.

[TomS]

My nephew asked for a recommendation for a video doorbell. Due to my Google Nest Experience with 3 thermostats, 2 outdoor security cameras, 10 smoke detectors, 2 doorbells (this one and it’s replacement) and the subscription that supports the cameras, I recommend Amazon’s RING doorbell. 

[GSM1825]

As posted earlier, we're having the same problem with the doorbell button cutting out and no camera/video. We found that turning the indoor chime off in the app resolves the issue but that is not a solution. We need to hear the chime from the doorbell  AND have the button working correctly as it used to. It is a wired doorbell. Why again are so many of us having this problem around the same time? Was there some type of update glitch?

[cjoshi]

Seems like Brad is not working on weekends. Looking forward for his "thank you for all the responses and please let me know if I can help" comment on Monday lol 😂

[RossESimon]

I’m having the same issue.  Nest doorbell restarts when. Door bell is pressed 

[joshund13]

This might be a shock... But replacing the transformer does not fix this situation.  I even purchased a 30VA unit to replace the 10VA and nothing has improved.  Google needs to fix this issue.

[StraySheep]

Please add me to the list of users experiencing the exact same problem with nest hello doorbell going offline when the ring button is pressed.

The issue is well explained in this thread.  I am almost 100% certain that it's the internal battery failing to hold a charge that caused the issue.  I used to use Ring Pro back in 2016 when it first came out, 2 years later it experienced the exact same issue where the door bell power would cut off when someone presses the button to ring.  Then I moved onto Nest Hello, around 2018. Fast forward 3 years later, exact same issue. Nest doorbell would go offline (because the power is cut off) when some presses the ring button.  Both Ring Pro and Nest Hello started to have this power cut off issue around early December when the weather got colder. 

After doing some online searching an reading through this entire thread, I followed RR9999's method to factory reset the nest hello and kept the "Indoor Chime On/Off" set to off and the nest hello is working fine after multiple rings on the nest hello continuously one after another for 5 consecutive rings. Nest Hello held on and did NOT cut off.  But of course, I lost the ability to ring my indoor electronic chime, so I would not call it a fix, but a temporary solution.  I did not touch anything of the wiring inside the electronic chime.

For those that have this issue, you cannot factory rest the nest hello while hardwire to your transformer because the power will cut as soon as you ring it.  You need to disconnect it and use a micro USB cable and charger to power it up and then go through the factory reset process.

[Ruddugger]

I am having the same issue. Had for 2 years and just started happening now. Im in ontario canada and it is getting colder here but only around 0 degrees celsius

[michaelhorton]

I'm having the same issue as others.  Pretty sure this must be a combination of an issue with the internal battery, but also software since most of us just started experiencing this.  Things were working fine with the Halloween themed chimes, but when I went to use the Christmas theme, that's when I noticed the issue(although I'm thinking this may have been an issue before then since I haven't heard the chime in a few weeks).  Anyone have a reference on where to get a replacement battery and a howto on replacing it?  

[joshund13]

After 4 calls with Google and outside warranty, they are not going to do anything.  They bascially closed my case.  I tried the following per Google with no result.  Factory Reset, Disconnect it & Reconnect it with factory reset, plug it into USB power, replace the transformer, recheck my wiring, put it in the shade (like move my front door away from teh sun), check my Quiet time settings, and finally play with every combination of chime duration setting even though I don't have a mechanical chime.  In the end, I'm told that they can't fix it.  I was told my best bet was to purchase a google speaker to have a doorbell in my house.

I explained to them they needed to read this thread as its bigger than just me.  I will probably change vendors when I get ready to replace this device.

[BearDownBaby34]

I was having the same issue. I toggled the Indoor chime On/Off switch on the Next app and it didn't lose power. You will still get a ring on all nest speakers and notifications, it won't trigger the internal home doorbell. 

GL!

[JillG]

Hi all,

I just wanted to "chime" in and add a little bit to this discussion. I am a community volunteer here and have a 2 year old wired Nest Hello. My device is behaving the same...press bell...shuts down...restarts. I FDR'd it and same.  Started happening the same time as some of you have reported in the thread which "rings" bells in my head for a more common and widespread issue...

Workaround by turning off chime in app.

I escalated this thread and one other to the Nest Community Support Team. I sent my concerns to our Community Manager who requested some technical details from my unit to forward to Nest support for a look. The response I got was to investigate the transformer and wiring.  

I will continue to press this issue with community team. The issue with the shutdown started all around the same time for many of us.  There has been some great troubleshooting posted by some of you in this thread to isolate.

To be clear...I am a volunteer and consumer user of the Hello.  I can't help much but I can continue to escalate this thread and press for some more eyes from Nest to look into this for us all.

Please do send the feedback reports as requested. 

Jill

[axlahn]

Transformer and / or wiring are easily eliminated as the issue.  Remove the doorbell from outside, plug it into a USB port, leave the chime on.  If you have the same problem,  you know it's not a transformer or wiring issue.  It's the battery.  Wired Nest Hello and Wired Ring Doorbells have been having this issue for years.  The Nest Hello's are just reaching critical mass of problems as product ownership really started taking off about 2-3 years ago.  Tell Google Nest to advertise the fact that there's a non-user replaceable battery in these units so buyer's can make an informed decision.  I understand the need to have a battery in there (otherwise you'd have to run a second power line to the doorbell location), but at least make the battery easily replaceable.

[RLGunn1]

I’m also having this issue from yesterday.  I’ve had the nest doorbell for several years now.  When the chime is enabled and the button is pressed the doorbell looses power and takes some time to restart.  It’s in the 30’s here at the moment.  If I disable the chime the doorbell doesn’t loose power when it’s pressed. The indoor chime hasn’t been reliably ringing for some months now with the doorbell button pushed but yesterday is the first time we’ve noticed the doorbell actually loosing power when pushed….   Appreciate a fix on this for such an expensive doorbell…

[axlahn]

So far, the only fix I've gotten from official Google support is to leave feedback here.  Lol.  They swear that that they look at them.  Basically, they're telling us, if you're outside of the warranty window, you're screwed.  

Unofficially, though they won't advise this, you can change the battery yourself.  I have one on order and will report back once I get it installed.  It's not too difficult to do, but you do have to pull off the front face (it's glued on) and then remove a few screws.  You'll have to use some kind of adhesive or double sided tape to put the face plate back on.  But considering the doorbell is perfectly fine outside of the battery, it may be worth doing.  And...any replacement wired doorbell with the advanced features of the Nest Hello or Ring Pro 1/2 will face this issue again eventually.  They all have batteries in them that they don't tell you about.

[UnknownVar1able]

By chance do you have a link to the battery you purchased?

[BigThunder]

Please see my post in the comments at the bottom of this page: https://www.ifixit.com/Guide/Nest+Hello+Battery+Replacement/131729#

[jaycray]

Battery Replacement for Nest... https://www.amazon.com/dp/B09JRXP9RQ?ref=ppx_pop_mob_ap_share

[Mary3]

Hi mine is hooked up by wires, did not install any batteries 

[jaamzw]

Surprise!

[SuperAdam]

The battery is built into the doorbell camera. 

[jkjohn]

I am having the same issue.  Started last week (as far as I know).  Had guests standing outside in the cold.  They’d ring the Nest, and it’d go dead.  Hey Google, pay attention.  If this is a systemic issue that is bubbling up for a lot of people all during the same holiday season, I’m sure the porch thieves will quickly know how to disable your entire community’s Nest Home video for about 60 seconds while they do their grinch work.

[daisyart]

Interesting to see so many having this problem. I too am at a loss how to fix this.  I will say that at one time I had Google on the phone regarding a different problem and was told that Google no longer supports Nest. !!!  So I have spent lots on the doorbell, cameras, and security monitoring and they no longer support this crap. So disappointed. I don't know if I should just start over with a different system but I have invested so much already. All they say is that there is no solution as you can see above, so basically we are all just out of luck and too bad. They don't care, and yet they still sell the equipment.  I wonder why this issue popped up now when we never had this issue before, perhaps the lack of support is effecting the long term performance of these products. 

[Lore4321nz]

I think it may be strategic and Google’s part. If they get us to buy the whole ecosystem then they make it exponentially harder for us to switch to a different vendor. The solution may be to either try to fix it on our own by replacing the battery and figuring out the wiring issues if there are any and possibly upgrading our transformers., or just buying a brand new one and dishing out the additional two to $300. Great work Google!  Good for your profit but bad for your customers.

[Avbcon12]

Add me to the list of problematic nest hello issues. Same issues as most others and similar timeline.

I have 2 doorbells (front and side door), one purchased at launch and another 2yrs ago) and spent 3hrs on chat with google support jumping through all the hoops. Nothing has changed with the wiring, I have a 24v 40va transformer (puts out 25.4v). The front doorbell has 19.11v and the side doorbell has 22.2v. So I dont have a voltage supply issue. 

I have replaced the indoor chime connectors to no avail ($100 for 2, my cost as out of warranty). This was tech supports suggestion, yet they couldn't sell me them since they dont offer them separately so I sourced them elsewhere. 

I'm in Michigan where temps are in the 20s/30s, same software version etc. 

[Brad]

Hey everyone, 

Thank you for your patience as I looked into this issue further. I know it's been a frustrating experience so far, and appreciate each of you taking the time to provide feedback. Could you let me know if your transformer meets the requirements needed by your Nest doorbell? I'd like to point out that even though 10VA is the minimum, we do allow up to 40 VA, and having this extra capacity could be helpful with voltage drops that some of you are experiencing. Looking forward to your responses so we can work on next steps for you with the team. 

Best Regards,

Brad.

[joshund13]

I replaced my 16V-10VA with a 16V-30VA and no change in function.  It continues to reboot.  If anything, Hello  ran much hotter with the higher rating transformer.  I switched it back to the 10VA model.

[Avbcon12]

Brad, 

Clearly you did not read my post right above yours. I have a 24v 40va transformer and still have issues with both of my doorbells. 

[MoopMeep]

Mine is 16 volts 10va. Weird thing is sometimes it works right and sometimes it doesnt. Monday 11/29 is would only partially ring in the morning and then when i tried in the afternoon it worked fine. Last monday it worked fine during the morning when i tried calling t and it was like 35 degrees outside

[CTDC]

@Brad 

You can't be serious. Brad, I know that I have responded to your other posts in a very critical manner. That being said, I believe that it is deserving. Have you read the other posts that already address the transformer? Is this just another post in order to remain "active" in the forum?

Quick question, why are all the suggested "fixes" from Google Support targeted at everything *other than* the Nest Hello doorbell? Transformer / wiring / temperature / move it to the shade (??) - Are there any suggested fixes that address the doorbell itself?

[ghaueter]

This is what I'm using with mine. I'm not connected to a chime. It's connected directly to this power supply and rings to my nest speakers.

https://www.amazon.com/dp/B07BNDHR5Q/ref=cm_sw_r_apan_glt_fabc_R9K41FWK43VGPTPX17JD?_encoding=UTF8&p...

[DPNY15]

Brad are you even reading any of the posts?  These are all people that had a perfectly working NEST Hello doorbell and now after 2-3 years it's powering out and not making the chime, chime.  How would it be that these people have wrong voltage in their transformers when the Hello was working fine for 2 years? 

[TomS]

Brad,

Since the summer of 2018 my nest hello doorbell was running with a 16Volt transformer rated at 10VA power. Over the years, with the outdoor doorbell, and our 3 or 4 iPhones and iPads going DingDong, I cannot honestly say I was consistently hearing the DingDong of the Indoor CHIME. 

When the 2018 Nest Doorbell started failing with rebooting and video stopping, all my attention went to that, and the status of the indoor chime was secondary. 
I have recently spent $160 for a new 2021 Nest DoorBell. It did not fail, BUT IT DID NOT RING THE INDOOR CHIME. Further investigation showed that the solenoid plunger would move a little bit, but not strike the chime. I electrically isolated the new ‘21 nest doorbell from the chime and transformer and was able to make the chime operate just fine with the isolated 16V, 10VA transformer. 
So, I bought and installed a 24V, 40VA transformer. It works SOMETIMES. When it works, it is not robust, but rather lethargic. Please recall the chimes work well in the absence of the nest products. 
I am disappointed I had to spent $160 on Nest and another $20 on a transformer to replace the ‘18 Nest doorbell, and only make the new ‘21 model work sometimes. 
Tom

[Joshwabrett]

I’m having the same issue with one purchased in 2018. Connection lost after doorbell ring, and comes back up after about 30 seconds. Same version as mentioned above. 

[Joe13]

I don't buy into the battery being at fault. I went out and bought a brand new doorbell after the fact my old one was having this issue. I am having the exact same issue with a brand new one. Voltage is fine when I test it. Has to be software. My next door neighbors have the same doorbell. Same problem. And it's been in the 50s and even when it's been 0 degrees out I never had this issue. 

[axlahn]

Someone else in this thread had a brand new replacement that wouldn't work right like you.  He ended getting a new indoor chime and it started working.