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Nest Hello Doorbell cuts out when button is pressed

DarkGhost18
Community Member

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?

1 Recommended Answer

Brad
Community Specialist
Community Specialist

Hey folks, 


Sorry for the confusion that the earlier actions caused - We noticed that this is still affecting some users and there are more recent discussions happening. You can join that thread here. In the meantime, all future updates will be on the more recent post. We’ll be closing this thread to keep the discussion fresh - however, there may still be some workarounds provided by users in the comments there. 

 

Best regards,
Brad

View Recommended Answer in original post

1,027 REPLIES 1,027

TimW1
Community Member

Hi Brad, I'm definitely still having this issue, and it seems a few others in here are having the exact same issue.

RR9999
Community Member

@TimW1 - I think Brad is a "bot" since I don't think the messages are being read and understood. Just periodically posting a template response to make it look like someone is paying attention to the comments. 

TomS
Community Member

I think Brad is a bot as well. However, Brad will close this thread if there is no dialogue. My replacement door bell sill has not been delivered. It has been sitting in a distribution center 15 miles from here and each day it says it will be delivered by end of day, until the next day when is says it will be delivered by end of day…..  I judge GoogleNest by the delivery partners they choose. Rather than be concerned with customer service and customer satisfaction, they went cheap. 

Db45
Community Member

Same issue. Please help.  

SarahE
Community Member

I'm also having this issue. Please fix whatever bug is causing this.

Lore4321nz
Community Member

Brad, it’s obvious we’re all having the same issue. Can you just please look into this and be honest with customers whom have dished out hundreds for not only the doorbell, but speakers all over the house and the subscription service?  C’mon, tell us if it’s the battery and how we can fix it. If not, tell us the device battery is done so we can buy another (which is the likely solution google will want as it helps profits but not customers).

Jdoh
Community Member

Hi, was there ever a workable solution  to the issues people were having on this thread? 

BayArea
Community Member

Basically only two. One is to order a new battery and replace it yourself. If your not comfortable taking things apart then it's probably not for you. Not terribly hard,  but requires a wedgie and you then need to sort out reapplying the double Sided tape once you put it back together. 

The other option is to purchase a new one. 

It depends on your model.  Mine had my he battery wrapped with a heat sensor and it was extremely difficult to remove.  Others are an easy replacement of the battery as the sensor is under the battery, not wrapped around it. 

Local “fix it” shops should have the tools to do it fairly quickly.  

The “MOV fix” suggested by someone doesn’t address the problem for 95% of us who have an issue with the internal battery, not power problems at the chime. 

Jdoh
Community Member

Ok, so essentially, the product as sold is not fit for purpose after a period of time (circa 2/3 years) - that is unless the buyer is aware and able to replace an internal battery which is a part that has a lifespan ?   It would seem to me that this would have been important information to have to hand when the device was sold in the first place.  Maybe I am missing something but an expensive item such as this should provide complete clarity on performance when advertised? Our issues are not quite the same as most in that, the device goes offline intermittently over a period of 4 hours and eventually stays offline until the breaker is reset.   It's not a wiring or WIFI range issue as both these have been checked over numerous times and are working fine.  We think the internal battery is now defunct as seems to be the case with many other people's cameras. If anyone has the link a battery replacement product Re. following item, that would be appreciated. Nest Doorbell (wired) Software 4110054Thanks for the replies - looks like google have a device here that will sell and require replacement similar to a mobile phone!

BretMThomas
Community Member

I installed this one on Amazon: Battery Replacement for Nest... https://www.amazon.com/dp/B09JRXP9RQ?ref=ppx_pop_mob_ap_share

It worked well but took a long time to get installed, as I mentioned above. 

sockpuppetsami
Community Member

I just started having this problem within the past week and a search has led me to this message board.  I have noticed some other strange things that I haven't seen posted yet that I'd like to add.  I changed the doorbell theme to 'Thanksgiving Gobble', but have since changed it back to 'Ding dog'.  However, when the doorbell is pressed my Nest Hub Max still rings with a gobble.  I don't know how the doorbell itself rings because it cuts out before a sound can be played.  Another strange thing is setting 'Indoor chime On/Off' does not seem to change anything.  It appears to be always on regardless of the setting.  I really wish this would get resolved quickly as it's making my video doorbell essentially useless.

RR9999
Community Member

Both my Nest Hello doorbells have (under technical info), Software: 4110054. Is everyone having issues with this same version?

TomS
Community Member

Mine is also Software 4110054

I have two different hello doorbells at two different houses with the same problem AND LOTS of intermittent OFFLINE....yes same software # 4110054 on both.  I have spent over 3.5 hours on the phone on 2 different days with 3 different techs.  The first 2 on the same day hung up on me after we did all the trouble shooting an they couldnt figure it out.  The second one said I must have a wifi problem and need to buy a faster service with more bandwidth...even though it has all been the same for several years!!!  My warranty ran out in the fall of 2019 so they dont really care.

Well I’m on google fiber and have the google Wi-Fi hubs. So that excuse won’t work. 

Iyftysm
Community Member

Yes, same software version 

TimW1
Community Member

4110054 here as well.

Same version for me as well.

Moedeets
Community Member

Yes same SW, same issue. 

Jagman
Community Member

If this has already been addressed, I apologize. I could not find in search. Starting just a few weeks back, my Nest wired doorbell started briefly disconnecting when someone rings the bell. So whereas before, when someone rang bell, I could connect with my phone to view and interact with them. Now, when someone rings bell, loading circle just spins for a good 20-30 seconds, and then finally connects when they are gone (or in the house). When I try to go back and review footage, it shows person up to the point they ring the bell, then goes blank. Again, always worked fine in the past, but this just started a few weeks back. Anyone else experiencing this??

Avbcon12
Community Member

Yes, sounds like pretty much all of us.

This is the same for most people on this thread. 

Gryz1229
Community Member

Yep, still having this issue. Husband checked it today and it’s still doing the same thing

Google doesn’t care that this issue is ongoing. Their support is non-existent. I gave up and unfortunately, that is exactly what they want us all to do. I just won’t buy anymore of their products.

Rlind8
Community Member

Yes, same version. 

Redlow
Community Member

I am also having this issue and also software version 4110054. I was wondering what causes this. I was pondering if the act of ringing the doorbell somehow causes a light disconnect in power knocking the camera off.  I see camera off 1 of 3 times someone rings which has made us question the usefulness of the doorbell.

Redlow
Community Member

I can confirm that disabling the chime has solved my video cut issue. Now I would like a solution that allows me to use my chime again. Maybe Google should send us all new versions of the doorbell... Or at least a replacement battery if that is the fix. 

Agreed, we’ve all spent on more than just the doorbell. We’ve all probably purchased at least one google speaker and the monthly subscription service. I myself have many o those little luck speakers.  

i wasnt even using the chime on one of the two that has the issues.  My issues have been going on since summer/fall 2021.

Same software version months later, odd right?  No update for months with a problem like this?

jives360
Community Member

Same version here and having this issue

BCDel89
Community Member

Been having this issue for 2 weeks now I'm getting desperate over here.  C'mon google!

Iyftysm
Community Member

Same issue, same timeline. Bought the Hello at launch. Never had any issues until about a month ago when it would start cutting out anytime the doorbell is rung. 

Brad
Community Specialist
Community Specialist

Hey folks,

 

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. 

 

Best Regards,

Brad. 

RR9999
Community Member

Great to know you are not a “bot”. Hopefully, you will be able to convey to the product team the observed issues. Thanks.

rydordi
Community Member

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.

Brad,

 

It would appear that a lot of us immediately got the same issue. Potentially another software update? It is frustrating to pay what we pay and the Nest / Google Home infrastructure is still such a mess. 

Thanks,

Zack

zcat
Community Member

I have this issue where the cam stops working when someone presses the door bell with wired Nest Cam. Purchased in 2018. Crazy that we have so many people having same exact issue and still no resolution. I would like credit for 250 I spent.

GusOz1
Community Member

File a complaint with your states Atty General. A lot of us already have.