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?

[mia2]

We have the same issue, and ours is a brand new device purchased 2 weeks ago. We had it professionally installed today. It started having the problem (power cut off when the doorbell rings) a few hours after installation. Turned the indoor chime off and everything works fine. We have three nest wifi routers that work as speakers, so we can use the doorbell without the indoor chime. However, this is not really a solution to the problem. I expect Google to do better!

[Avbcon12]

I just filled it out, I'll be surprised if it leads to any resolution at this point. 

[Brad]

Hey folks,

Thanks for providing this feedback and I understand it's been a frustrating experience. I know a few of you have mentioned reaching out to support and haven't been able to get a resolution for your issue. For those who have already reached out to support, could you share your case number so we can escalate your case? For those who haven't reached out to support as yet, we ask that you do so using this form and be sure to include your device's serial number so the team can do some additional checks and take the appropriate action. I understand this has been taking some time but gathering these details is important so we can help each of you. 

Best Regards, 

Brad

[joshund13]

4-348000032101

9-1149000032058

8-7293000031424

8-6132000032252

8-6132000032252

[Avbcon12]

To keep this thread alive, I have filled out your form and haven't heard back. 

[SOURCE1064]

I am also experiencing this issue and have a launch timeframe device. 

[Tom480]

Same issue here, started about 2 weeks ago, my doorbell is almost 2 years old. Not from cold, living in phoenix,az.

[Tuna]

I’m having the same issue.

[michaelhorton]

The more I think about it, the more I think it's gotta be software related with so many people having the issue around the same time.  Hoping there's a solution found soon!

[keha]

Try turning off "Do you have an electric chime?" in the Nest app under chime duration (settings cog ---> Chime duration in the device options section). Turning off this setting so far worked for me for two doorbell rings in as many days.

I had turned on the electronic chime setting years ago. Even though I do not have an electric chime, this setting allowed the doorbell to "ding-pause-pause-pause-dong" which was easier to hear because the normal chime "dingdong" was too quick and easy to miss. 

I looked at my video history in the Nest app using the 'doorbell ring' filter (only possible with my phone/tablet positioned vertically). Since October 29 most of the doorbell rings stopped recording when the doorbell was rung.  Out of the 13 ring events, only two have video after the ring, 5 have video that stops when the bell is pressed, and 6 have no video at all and just show a blank thumbnail.  But since I turned off the electronic chime option I'm 2 for 2 for video staying after the button is pressed!  Hopefully this lasts.  (update 12/14 - now 3 for 3 with rings and no cutoff in the past three days since turning off electric chime)

Does turning off the electronic chime setting work for anyone else? Please let us know.

[Avbcon12]

This setting has never been activated as I do not have an electronic chime. So no, this has not and will not help for either of my doorbells. I'm happy it seems to work for you though.

[wraptur]

This workaround solved it for me for now thanks!!  Hope it stays that way and/or gets fixed - I’m guessing battery will be next to go, but hope possible software issue is investigated 

[wraptur]

As a follow up this workaround just reduced the number of cutouts still having them periodically 😞

[Awahnee]

That setting was off for me all along (I have what I would call mechanical chimes, ie old school physical magnets and rods that clang metal bars) and this problem has persisted.  I think it is the battery that they never told us about, because this problem gets worse if there are many rings in a short time, or any rings when it is really cold out, and it seems to alleviate when it is warmer and fewer people have rung the door.

[Hopperjuice]

Live in vegas.  Same issue as you all.  As soon as the button is hit everything turns off for about 35 secs..  mine just went out of warranty 

[captainpablo]

I'm having the same issue, not really sure when it started, my nest doorbell is several years old. Tried upgrading my transformer to 16V 30VA, that didn't help, but turning off the indoor chime in the app prevents the doorbell from rebooting on button presses.  I am in Houston, so this is happening in 70-80 degree temps for me, so not just a cold issue.

I have an electronic indoor chime, played around with chime duration and electronic on/off but that didn't help either.

I have several nest minis around the house, so I'll resort to those being my indoor chime for now but that isn't a solution. 

I'd love to see an update from one of the folks who plan to replace the internal battery to see if that enables one to use an indoor chime again.

Does anyone happen to know which old app version still had the voltages displayed? I wonder if it was removed in device firmware as well and unfortunately there doesn't seem to be a way to downrev firmware.

[BigThunder]

Yes, everything is working for me in sub-freezing temperatures (10 F) after replacing the battery a couple of months ago.

[rydordi]

The replies keep coming in and more and more people are searching about why their nest Hello is messing up. Google/Nest has made our units obsolete with their firmware update. They know this. If they do not fix this in their next firmware update, then that is their plan. They release a new version of the doorbell and want everyone to switch to it. They don't want you to have a forever doorbell, you will have to replace it every 2-3 years like a cellphone. 

[JudyNaese]

Mine started acting up in December. Today it has warmed up and it's working perfectly again. I really didn't think that was the problem, but I guess it might have been.

[slickrick26]

Having the same exact problem. Bought mine in May 2018. Have not had an issue with it ever until maybe a month or two ago. This has to be a software/firmware issue if so many of us have so many variables (chimes, transformers, climates, age of doorbells) yet are all having the same issue.

[axlahn]

It's most likely the battery and not a firmware issue.  The internal LiPo battery is small and only holds about 280 mAh.  If you do some research, you'll find that LiPo batteries, in general, last about 2-3 years.  Most of us here with this issue are falling within that timeframe.  Ring Doorbell users that have been having this issue are seeing this happen, in general, within this 2-3 year timeframe as well.  Now of course the rate of degradation will vary based on usage, climate, temperature, quality of LiPo cell, etc....but again, the thing that's most aggravating about this is that these companies know and don't care.  They are smart enough to know that during their design process, that this would become an issue.  Planned obsolescence is real.

[nekki]

Where did you get the battery for replacement?

[Natrix]

He posted the information a while ago. Here is his post.

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

[JillG]

Hi nekki,

Please be sure to fill out the form We need some more info... - Google Nest Help that the Nest specialist requested. 

thanks!

[ddgiants]

Same issue and done! What a load. Purchase the whole suite of cameras only for it crap the bed in 2 years because of a friggin battery. Currently looking at other venders and so is brother in law who is in the same boat. Heading over to Amazon and Google to update my review of their product.

[so2315]

I have had the Nest hello for 2 years and it has been flawless. Just this week, I am no longer getting the ding dong on my phone when someone pushes the doorbell. I also used to get the announcement on my mini hub. Both have stopped working, yet I still get notifications on movement in the zones sent to my phone. Just spent some time with support and they said the phone should never ring like a doorbell when someone pushes the button. They claim I should get the notification someone is there and I need to go into the app and push the talk button. Am I crazy? The thing has worked for 2 years like this, someone rings my doorbell, my phone makes a doorbell sound, and I know some is there. I can then open the app and talk.

[gordonkm7281]

It worked the same for me on my android phone.  Now when the doorbell rings I don't get notified and none of the hubs will display video because the camera goes offline for a min after the button is pressed 

[agobillot]

My google nest doorbell is hardwired, but I cannot get it to ring inside on the actual doorbell. It will chime on the devices but not the doorbell itself. 

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I definitely understand how frustrating your situation must be, and I wanted to make sure that your concern was acknowledged. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Best Regards, 

Brad.

[nekki]

Hi Brad,

Everyone here is waiting for answer and solutions, but just acknowledgment.

We definitely still need Google's help to provide workable solution. But seems you cannot provide any useful feedback but just bureaucratic response.

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue. Please let me know if you need further assistance. 

Best Regards,

Brad.

[sockpuppetsami]

Nothing has been resolved anywhere in this thread.  Google needs to address this issue.  You periodically coming in here and asking if help is still needed is not useful.  Further assistance is still needed and it's going to continue to be needed until Google actually provides a solution.  If you really want to assist, do more than just asking if help is still needed.

[BretMThomas]

Brad, there are a few people who are dealing with finding a work around. Others are disabling the indoor chime so at least the camera continues to work.  For most of us this defeats the entire purpose of having a *doorbell* camera, as I need it to ring my doorbell.  I’m not going to start buying other Google speakers just so I can hear my chime.  It was 89° here yesterday and my Hello did not reset when the delivery people rang it.  But when it got down to 65° last night it stopped working, again.  

The short answer is that everyone on this thread still needs the situation resolved, even if some may be finding temporary work around a that may work for them.  

[sockpuppetsami]

The hundreds of replies from people with this same issue in this thread without a solution aren't enough to keep this open?

[doggo]

Do not lock this. There are hundreds of users here reporting this issue.

[CTDC]

Hey Garrett,

As others have pointed out, there are a ton of us who are still having this problem. Are you saying that each one of us should create our own thread (only to eventually be merged into one mega thread)? If we do that will this issue gain more traction with Google / Nest? Are there any other ways for us to go about this - other than continually replying to this thread, only to have it locked because the original poster hasn't responded in a while? I guess what I'm asking is, if you're going to lock this thread, what would you suggest would be the best way for *ALL* of us to have our voices heard regarding this issue, since we haven't heard a thing from Google about it, and since all of us responding here certainly hasn't moved this forward either?

[ddgiants]

Found a brand new 2nd gen nest mini on FB Marketplace for $15 and disabled indoor chime. Easier and cheaper route than disassembling the thing to replace a battery. I don't have time for that drama.

[ddgiants]

FYI - picked up the nest mini last night. Within 5 minutes had it working and works like a **bleep** charm. $15. I now have a better doorbell chime in the house than standard builders chime, no more Nest Hello power issues AND didn't have to mess with changing a battery. Highly recommend. 10/10 lol. Merry Xmas y'all. Except you Google. You suck.

[Adrriangy]

I did the same think....

Merry Christmas!!!!  Except you Google. 🙂