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?

[axlahn]

Which Nest Doorbell do you have?  Does it look like...

1) https://i5.walmartimages.com/asr/3b3413############a############a8-ba9b-0939b1fc4fd9.40939768df750ce...

or

2) https://images.idgesg.net/images/article/2021/08/nest3-############-large.jpg?auto=webp&quality=85,7...

[Iyftysm]

Malfunctioning software/firmware can definitely speed up the process of a depleting battery. I don’t get why you refuse to acknowledge that it could be a factor. Malfunctioning software can cause the battery to age rapidly. The end result will be a battery that needs to be replaced. Yes, the battery will die eventually and need replacing anyway, and that needs to be addressed by Google, but the influx of doorbells of varying ages being affected within a short period of time seems to point to something other than natural battery aging. Google should look into it to rule out a potential issue instead of just shrugging their shoulders. Fixing a bug in the software won’t FIX the batteries of those affected, the batteries need replacing, but will prevent further issues. And yes, they should ALSO redesign so the battery can be easily replaced by anyone without taking the unit apart. Both things can be a problem. 

[axlahn]

Sure, a firmware issue could accelerate battery usage / recharge cycles, but the firmware has been updated several times over the past 2-3 years.  This issue isn't suddenly popping up because of firmware, but because the battery has been in use for the past 2-3 years.  It would be great if it was a firmware issue as that's easily remedied.  It's not so much that I'm not acknowledging that a poorly coded firmware is creating the problem but just going where the evidence leads:

1) Most people with issues here are those who've owned the product for 1.5-3 years.   Based on usage patterns, install location, and geographic region, this range will vary.  Regardless, a small LiPo battery will only last somewhere in this time frame.

2) If you do a deep dive online, this has been an issue going back just over a year for earlier adopters.  Ring users have had this issue for quite awhile and Ring used to even provide their wireless chime to address the issue.  (Again, this points to it NOT being firmware related.)

3) Those who've said their new device had the same issue actually had a different reason for things not working correctly.

4) This is just a single use case, but for me, my battery was bulging when I opened up the doorbell.  Overtime, a weakening LiPo battery will release gas and puff up the battery wrap.  I've had the doorbell for about 2.5 years.  Doorbell always in the shade, but hot and humid in the Summers (i live on the Gulf coast / Houston area).

5) Again, this is just me, but I replaced the battery and all is 100%.

6) If it were a firmware issue (which means a problem for EVERYONE as it's a forced udpate), we'd probably be seeing thousands of posts from new and older users here.

I could be wrong and maybe it's just the firmware, so I'll stop saying it's 100% the battery.  Instead, I'll say it's 99.9% the battery.  It really is.  Don't hold out hope that Google can fix this problem with firmware.  They got lots of money and wield immense power, but not over physics.

[Jim2]

Funny how everyones battery crapped out around the same time

[Matthjx]

I whole heartedly agree with your statement and it is exactly what I have experienced.  Also a delivery person cut their finger when they rang my bell because the cheap material peeled around the button but since it is plastic it did cut them. 
I am slowly replacing with Arlo equipment so hopefully they last longer.  

[Jtaylor13]

I believe Google will not resolve or replace this device. They don't seem to be very interested in solving this or even responding to the issue. I wonder if a class action lawsuit on this device or at least a class action complaint would get them off the couch. They're good at taking money but not it actually resolving anything after they get your money.

[TomS]

I believe it is a backup battery end of life issue. But battery or firmware, the bottom line is the device does not work as advertised and did not meet reasonable expectations for how long the device should last. The many devices failing in the same manor suggests it is not a normal  warranty issue, but rather planed obsolescence or engineering incompetence. Google Nest needs to do something for us. I am a senior citizen (with a MS in Physics, taught digital electronics, and supported wireless handheld battery operated computers in industrial environments including cold storage freezers) so I do not see the benefit of a class action process in the remainder of my life time. I want action from Google Nest now. When my customers had issues with my company’s products, we were held accountable when warrantee expectations were not reasonable.  Google Nest needs to be accountable. 

[szobell]

Same issue here. Works great in the summer, now that it is cold - no video. Kinda need video year round Nest / Google. I wish the people who built this would maybe not just live in California. 

[Jazake]

Same issue.

[Jazake]

Just took the advice from DLGraber further down on this post.

I don't use an indoor chime. I have mine wired directly to an AC adapter that outputs 16 to 24 VAC inside the house. I just use my Google Homes to notify me. He suggested to just turn off the switch on your Settings to disable the indoor chime at the top. Works great now! I was having issues with the video showing up earlier on the Google Home devices, likely due to the same issue. I just unchecked the Indoor Chime option in Settings and it's all good now. I even get my video on the Google Home devices now.

[Phase]

I have the same issue.  I contacted their support and did many of the things listed here.  My doorbell would cut out when the indoor chime is enabled.  The doorbell is only 15 months old, the warranty apparently expires after 1 year so just a few months after and boom dead.

1. Plugged into USB (worked)
2. Plugged back into wires, same issue
3. Factory reset, same issue

Support couldn't do anything for me so I will be submitting an extended warranty claim to my credit card company and return the two nest hubs I just got.  What a low quality product...

[Stephy]

Same~ 

[todd1]

Same issue. Noticed it today, but not sure how long it's been going on (been out of town for about a week). Turning off the inside chime works fine for me.

[NoMoLoS]

My issue was resolved by changing the Doorbell Theme.  It was on Winter when it started acting up and changing it to the default ended the reboot behavior.  I was able to change it back to Winter even, no problem.

[GandhiFlipFlop]

Same issue here... worked when the indoor chime is off. This looks really odd. It started for everyone at about the same time the new version comes out...

[Marklevymusic]

Google should provide a fix or get ready for a class action lawsuit for gimping their products. 

[X95736]

Here is what worked for me. 

1) Disconnect and bypass the chime so there is no power drop. 

2) Very important step- in the nest app under settings turn off chime.  

3) retest by repeatedly ringing the doorbell

Originally, I only bypassed the chime but the nest hello was still powering off when the ringer was pressed.  I believe the root cause of the problem is the battery in the old 1st gen nest hello.  These batteries are failing and end of life and by turning off the chime in the app you effectively tell it to bypass the dead battery.    

[Billkellum]

WILL THIS PROBLEM EVER GET FIXED?!?!?!!!!!!!!!!!!! Come on Google!! It’s been since October 31, 2021 for me and a lot longer for others. Fix the blank video when doorbell button pressed issue. I could care less if it is a battery, chime, cold weather, or just because the visitor is ugly so the video cuts out….. FIND A FIX ALREADY!!!

[Billkellum]

I have found something that may assist in finding a fix. When I get a notification that someone is at my door, if I click through the notification, the camera is black. However, If I ignore the notification but go directly to the Nest app, the camera is live and works as it should. Hmmm….

[BretMThomas]

When this is a network issue I’ve been able to do this procedure. But now it won’t matter as when the button is pushed outside, the inside doorbell rings and then the camera lights shut off (the green light and the doorbell blue ring) and it loses all connection to the wifi as it’s completely restarting the camera.  

[carlk]

I have the same issue.  Works fine, gets good video and strong WiFI signal, wired and been running for about two years, then suddenly, goes offline when pressed for about 30 seconds.  LED light goes of and then comes back on when the camera is back online.

[carlk]

I just did some more testing.  Google asked me to do a factory reset but which requires you to press the reset button on the back and the front button but as soon as you press the front button, it goes offline so it isn't resetting.  I had seen that turning off the chimes, in the app, fixed the issue with some so I tried that and it worked.  I then was able to do a factory reset also but it didn't fix anything and actually made it worse.  I lost my video history and familiar faces plus it now no longer rings through my google speakers. I can go without the indoor chimes, since it rings through the google speakers but now that doesn't work either.  ugh...

It is definitely something with the indoor chimes though...

[carlk]

From my google support:

I'm extremely sorry for that, I have checked this with our senior support as well and looks like the internal battery on the doorbell camera is not functioning as expected. Your Nest Doorbell needs a replacement. Let me check the warranty now. Upon checking the details, I see that Warranty Expiration Date as Aug 3, 2019, and we wouldn't be able to process replacement for your Nest Doorbell.

[jaredbodine]

So, is there a replacement battery available or am I just stuck?

[AndresHerrera]

Just turn off the chime.....if you have it setup with Google speakers you can still receive the notifications. 

[Marklevymusic]

This is such BS. How could they fail to provide a proper fix for an issue that just started recently and affects hundreds (here) and likely many more customers? This is a big time customer service failure on Google’s part. 

[GandhiFlipFlop]

I just tried to buy a new Nest Doorbell wired to test if it's working. Now the camera does not turn off by itself but the indoor chime doesn't ring even if the option is set to on in the application. I am currently using my Google home mini (Mic off) to act like a chime... There is really something fishy here...

[AndresHerrera]

So also can confirm, have walked through the SAME issues as everyone else. Camera works to detect movement but the moment the door bell button is pressed the feed cuts off. I walked through the troubleshooting with Google Help and they said charge the battery: Done. Still have issues. Have rewired to ensure it doesnt have a short. Still have issues. 

I finally turned off the chime in the nest app and its finally working again. Im thinking is it that little thing that comes with the door bell that we affix to the physical door bell chime?

[Avbcon12]

Its not the chime connector. I replaced mine with 2 separate NEW units and it did not fix the issue. 

[michaelhorton]

Thank you for sharing this. Was thinking of replacing my battery but was too lazy. This has to be a software issue since it started at around the same time for so many users.  I assume they ran qa of the update against newer devices better than the older ones. Pretty typical, but I’d expect more from google. 

[foxx0168]

I have having the same issue. This is a terrible failure mode from a safety standpoint, for the device to fail to perform it's primary function and provide live video and communication when someone is actually at the door.

[RetXpres]

Same issue here. Just got off the phone. Google does not care. They recommend to buy a new door bell.
Christmas morning I spent a hour and a half on the phone. Did a factory reset and the video came back on. After pressing the button the unit shorts out. This morning I called again. The gentlemen recommended buying another doorbell. I asked to speak to a manager and after another wait he came back and asked if recording the conversation. I told him it was possible. With this he hung up on me…
We need a  Class Action  Suit to resolve this!

[Marklevymusic]

Seems like they inadvertently/intentionally gimped this generation of the product and are refusing to acknowledge that a software update is required to fix this issue. As for a class action suit to force their hand, I’d sign on for sure. 

[Marklevymusic]

Same issue here. 

[Ugo1st]

Same issue. Works when connected to USB. Not when connected to hard power. Makes chime buzz because of an open circuit within the device. They told me to buy a new one because I was out of warranty. I took it back to Costco and am switching to Ring. Buh bye.

[MoopMeep]

people should post reviews of their experience with nest hello. If its really a widespread problems then people and google would notice. 

[RetXpres]

This is totally inexcusable!

since I posted yesterday 3 others have posted with the same issue. My doorbell is also out of warranty. Google should make good and send us all a new generation doorbell. Seems like it is a design flaw. We should also consider a Class Action Lawsuit. 

[carlk]

I am amazed that someone from Google has added anything to this discussion.  I am waiting on the google support chat right now to let them know about this discussion and the discussion of a class action lawsuit.  Maybe that will get their attention.  I would encourage others to do the same.

[foxx0168]

I have 2 wired Nest Hello Cameras on two different chimes and circuits/transformers first installed in 2019. Several weeks ago both began suffering a catastrophic failure mode by which the act of pressing the doorbell instantly renders the camera offline for a period of ~30 seconds. No video or audio when someone is at the door, the primary function of this device is completely useless. From different posts on this thread that all share the common problem, it's clear to me that there is exists an epic design flaw in the Nest Hello hardware in that the unit relies on power from an internal re-chargeable battery during a doorbell chime and that battery apparently only has a useful life of about ~2 years. When this internal battery fails, the hardware is a brick. When Google is selling this hardware as part of home security system in conjunction with long term Aware subscriptions, a 1-year manufacturers warranty simply misses the mark. People can't be made to replace their faulty security cameras every 2 years, that is poor design.

Nest customer support is apparently not able to put these pieces together or are otherwise unwilling to make affected customers whole without making them go to extraordinary lengths to trouble shoot the problem. I spent far too much of my weekend, 4+ hours troubleshooting with Nest customer service until they were satisfied that these 2 units have indeed failed. The lengths I went to are above and beyond what their typical customer base would be willing or able to do. How many of you have a multimeter to check terminal voltage, or know how to follow your internal chime wiring to the transformer and down to the chime to check for insulation damage? How many are willing to completely reset the installation to prove that it it's the house's fault? In the end, Google sending me refurbished replacements for both cameras and I trust that will solve my problem for another ~2 years before the internal batteries fail again. Far too much effort to get to that resolution. There has got to be a better way and Google should be transparent about what is really going on here with there Nest Hello doorbells. I would bet that the designers of this faulty hardware know precisely why these units are failing. It only takes one autopsy of a defective unit to confirm. Why isn't that knowledge being translated into a remedy for the affected customers?

I also noticed that both clear covers/bezels surrounding the button were chipped and cracked during this troubleshoot. Material cannot manage sunlight for very long prior to failing.

[RetXpres]

We’re you still under the 2 year warranty. I was not. They told me I need to go buy a new one after 2 years 10 months. This is obviously a design flaw. It really pisses me off that they would not honor a exchange for a new one…