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?

[SuperAdam]

Please let us know as soon as you get it done,if it really works then this will be great news.

[jaamzw]

i have installed it and it is working with the chime as it should and did for 2 years.  i don't have 100% confidence it will be a permanent fix, especially if a have a bad swollen battery in my doorbell, so i will still try the Attorney General Consumer Fraud route.  It is looking good for a 'band-aid' fix though.  

i ordered through Amazon, it came from the same place as the other guy that originally posted.  

No polarity so just install 1 leg on each... 

[jaamzw]

forgot to add the link to purchase... https://www.amazon.com/dp/B00M2CSXDK?psc=1&ref=ppx_yo2ov_dt_b_product_details

[SuperAdam]

Great news, I will definitely get one now, I already filed the complaint with my AG, Google shouldn't be let off the hook for this but at least this is something for now, I can't believe regular people can figure this out but Google "tech support" can't do jack ****, do these MOV come in the same voltage? Does it matter the voltage? I asked the other dude but I'm not sure if he replied to me. 

[jaamzw]

30V 100A is what he posted and the one I bought. 

[r6daddy]

Glad this worked for you.  I have a wired doorbell with no battery.  It's over two years old.  I'm not sure why the problem started but the MOV will eliminate the surge that causes the doorbell camera to restart.  That's why everyone sees the no video gap after the doorbell is rung.  After the reboot (from the surge), the video returns.  Problem is, you don't have any video of who rung the bell. Not good.  It seems at this point that Google should supply these MOVs with the doorbell camera.   This may only be an issue with mechanical chimes since electronic chimes should not cause a surge.  I've attached my original post below for those who missed it. @jaamzw did a nice job following the instructions and links.  Not hard to do at all.  I'm happy that it worked for him.  Since I'm not familiar with the units with batteries, I can't comment on that product although the MOV has worked for @jaamzw.  Google will need to address the battery issue.  I read that that some have mentioned that the MOV is installed at the transformer. NOT CORRECT!  It gets installed at the chime.  If the chime is used for two doorbell cams, then 2 MOV's are required...one for each set of terminals (Front to Trans, Rear to Trans).  That's all there is to it.  BTW, I've given this feedback to Google and have not received an acknowledgement.  My original post was on 4/4/2022.  There were a few questions answered by me at that time.  Please review them.  Chances are any questions you may have were already answered.  Here is the post again:

 Just posted this on Reddit:
I had this issue also and solved the problem by installing an inexpensive MOV (metal oxide varistor) at the door bell. After calculating the MOV type and looking for a source online, I found one (two in a package) on Amazon for $2.09. It seems that the surge created when the mechanical doorbell is rung, causes the doorbell camera to reset. The MOV took care of that. This is not the forum to explain how an MOV works. You can check that out on Google. Attached is a link with a few pics and an Amazon link that may help you. Good luck.
https://imgur.com/a/6Qc1Pi2
https://www.amazon.com/dp/B00M2CSXDK/ref=cm_sw_r_apan_i_TR2KKR33HZSMSVYYFPBC?_encoding=UTF8&psc=1

[doggo]

Yours has a battery, they all do. That is the point of this thread. The nest "wired" doorbell cam has a battery that is failing after warranty. Open it up and look.

[r6daddy]

Mine does not have a battery.  https://myautomatedpalace.com/does-nest-hello-have-a-battery-backup/

The name of this thread is: "Nest Hello Doorbell cuts out when button is pressed"

[BigThunder]

https://www.ifixit.com/Guide/Nest+Hello+Battery+Replacement/131729#

[doggo]

It does. Many here have opened thiers up to find a swollen battery that Google as well as the link you shared have disclosed. That is the point. This was advertised as battery free yet has a failing internal battery. Open yours up, find out.  Replacing this battery solves the problem, maybe your fix is a solution also.   We are angry that we were sold a wired product that does I fact have a battery, that now fails after warranty.

[r6daddy]

Thanks @doggo.  I'm not about to open mine up.  Too much trouble and it is working  now.  If the battery is creating the issue, I don't blame everyone for their anger especially since Google is not addressing the multiple problems that have been going on for months.  If and when mine craps out, I will not be replacing it with a Google product.  FYI, I too have spent hours with Google Support and am done.  Good luck to everyone!  

[doggo]

Thanks for sharing your method! Way easier than opening these up 👍🙂

[doggo]

So yes, yours started to fail because of the internal battery failing after a few years. Again, it's there but was not originally disclosed by Google when this product first shipped, this is why guides like the one you link are parroting this same misinformation. It's great that even with the failed battery the MOV addition may be a fix that is easier than opening these units up (it's a pain)

[r6daddy]

@doggo Just out of curiosity, is this happening to others that have an electronic chime or mechanical chimes only.  If the MOV didn't work, I was going to replace my mechanical chime with an electronic one. Thanks!

[GusOz1]

Can you post pictures to show exactly where to connect this MOV on the chime? Thabks

[r6daddy]

https://imgur.com/a/6Qc1Pi2
https://www.amazon.com/dp/B00M2CSXDK/ref=cm_sw_r_apan_i_TR2KKR33HZSMSVYYFPBC?_encoding=UTF8&psc=1

[GusOz1]

Do you have a pic? 

[jaamzw]

 

[DisasterDoc]

I am still having this issue.  I have provided feedback through Google Home, including the captures of logs, etc.  Now I need to know how to fix this problem.

[SuperAdam]

There is a solution that's super easy and super cheap, you need to buy a MOV (metal oxide varistor) it's like a small fuse and hook it up to your transformer,this MOV is like $2 on Amazon,if you look through the last few replies on this thread you'll find the link and a picture of how it looks on the transformer, it's really super easy  

[DisasterDoc]

Thanks SuperAdam.  Had I read a bit further I would have seen that.  I thought that it was attached to the doorbell chime (from the pictures), but will revisit that as well and install as directed.I have since ordered a 30 volt 100 amp MOV and plan to install.  Will keep my fingers crossed and people updated.  

[SuperAdam]

It's either the transformer or the chime, I honestly haven't look at it in depth as I was busy and still waiting on mine to arrive and I figured I'd look at it in depth once I received it. 

[sockpuppetsami]

Do we actually know if this is a solution that will work when it's cold as well?  It might just been working because the weather is getting warmer so the battery holds more of a charge.

[SuperAdam]

Are you talking about the MOV? I think this thing mitigates the battery issue so whether it's cold outside or not it should still work, I haven't installed mine yet as I'm waiting on it. 

[MplsCustomer]

@Brad:  As a Google Nest Community Specialist who has commented in this thread that Google Nest is still investigating this issue, I think it would be appropriate for you to ask Google Nest Support to address--in this forum--whether the use of a metal oxide varistor (MOV) is an appropriate remedy for the internal battery failure that causes Google Nest Hello Doorbells to start going offline after a year or two whenever the doorbell is pressed. Is there any electrical risk with using a MOV? Can it do any further damage to the doorbell? Is it a suitable long-term remedy?

@JillG:  As a customer who graciously volunteers as a Platinum Product Expert, do you have any way of requesting Google Nest Support to comment on the use of a MOV as a remedy for this problem? I'm just a nobody customer with no contact whatsoever with Google Nest Support.

[Jkelly]

Oh my gosh! I have had this problem for months! I think I fixed it today!

I have an old 1980s wall mounted doorbell chime, not a fancy newer electronic style chime. I turned OFF the Indoor chime On/Off toggle switch under settings in the Nest App. Now my power doesn't cut out,  the Talk button works,  all of my Google Home devices ring when the doorbell button is depressed,  and the camera picture once again shows up on my Google Nest Hubs!!

I hope this fix lasts!!! Good luck to all of you!!

[GusOz1]

Whats the point if you can hear the chime? 

[DisasterDoc]

Brad.  Yes, I still need assistance. 
All the solutions I see are bandaids the the one showing the most promise coming from outside of google.
1. I cannot reset my device because it cuts out when I attempt to do it.  Everything I read says that this will not work.2. Does this device have a battery?  Does it need to be replaced?3. Will google offer any assistance to the people experiencing this problem?  Will they provide a solution besides "buy a new unit" or "this is out of warranty".  4. Turning off the chime keeps it from shorting out, but what good is a doorbell without a chime?5. What is the solution to this problem?

[DerekNest]

Same issue on mine.  Did you get it resolved?

[Jkelly]

I have more to share today.  My doorbell camera is still up and running when the button is pressed.  Once my Google account had a chance to reset after I turned off the Chime On/Off toggle in the app,  I no longer get notified on any Google Home or Hub device when someone rings the doorbell,  BUT I do get notified on my phone. This is only a partial solution.  It is MUCH better than before with no doorbell sounds and the camera losing power and shutting down each time the button was pressed. 

This is what I believe to be causing the shutdowns:

The doorbell camera has a backup battery that it uses to power the camera whenever the doorbell chime causes the voltage to drop.  When the camera was not in use,  the wired power recharged the backup battery.  After subscribing to 24/7 camera recording with Nest, the camera began failing each time the doorbell button was pressed.  I believe the 24/7  camera recording constantly uses the wired  power, and the backup battery no longer gets recharged. If this is the case,  manually recharging or even replacing the backup battery is a temporary fix. I'm guessing the newer models have a better system than the backup battery in our older models. 

[SuperAdam]

Yes we all know there is a backup battery in the doorbell,that's the culprit,the reason you're not getting notified on your speakers is because when you reset your account it turned off visitor announcement, so go turn it back on,also, changing the battery is not easy at all, also manually charging it won't work either because the battery is dying,it can't hold a charge, there is an easy fix that will get the doorbell working like new again,you need to buy an MOV (metal oxide varistor) it's like $2 on Amazon and then hook it up to your chime,if you read the recent comments then you'll get the link to buy it and hook it up, it takes like 5 minutes to do it.

[Jkelly]

I'm not am electrician.  I don't work for Google.  I found a work around that gives me back my sense of safety and security because my doorbell is once again recording and notifying me when someone is at the door rather than cutting out.  I shared this so that others can at least have their doorbell recording rather then dying whenever someone presses the button. I feel that Google needs to fix the problem with these doorbells.  That is not my job.  But if you want your camera to record,  my fix works for that.  You're welcome!!  

[DisasterDoc]

@Jkelly Thankful for your solution.  I will put it into play.  Still not happy about nest.

[SuperAdam]

"you're welcome"? For what?? I and almost everybody else knew about turning off the chime for at least a year,you haven't discovered a new solution,if you bothered to read people's comments then you would have known about it. 

[GusOz1]

LOL. FACT. 

[Jkelly]

Please direct your anger toward Google Nest. I didn't create this situation. 

[SuperAdam]

Lol, anger? My man I have bought the MOV and now my doorbell is working again like brand new,not angry, was just pointing out the fact that you thought you brought us a new solution and then told me "you're welcome" 

[DisasterDoc]

SuperAdam.  I have purchased the MOV and will install as soon as it arrives.  It burns me up when someone from nest "Brad" asks if there is anything else we need.  Yes, we need a doorbell that works or a solution (from nest) on how to fix it.  I am thankful for for a solution, but google has lost my business right when I am going to install several outdoor cameras, several indoor cameras, and smoke detectors.  I thought - because I have next thermostats and the doorbell - that google would be the way to go.  Unfortunately, they have shown what customer service is like so I am no longer interested in their products.

[jaamzw]

Brad is not real. If no one replied to the bots auto reply then this thread will automatically be shut down. If it gets replied it remains open.

[Sabzweig]

I am having the same issue - has anyone found a fix?   Our doorbell is wired and the camera and all features work up until the doorbell is rung, then the camera goes off for a little while and we can't see the person or talk to them or anything.  Very frustrating!