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?

[Jeff888]

Me too. Google has to fix this issue. 

[Brad]

Hey folks.

There is a larger thread that I will be moving this too, it is for the same issue. You can find the link here. 

Best Regards,

Brad. 

[dylanzwick]

This seems to just link to this thread.

[tc123456789]

any resolution yet? I have the same issue with 2 of my cameras not charging or saying the battery is dead and still working?

[MplsCustomer]

@tc123456789 

This thread is about the failure of the internal battery in the Google Nest Hello Doorbell, causing it to go offline for a minute when the doorbell button is pressed. The workaround is to turn off the "Indoor chime" option for the doorbell and turn on the "Visitor announcements" option for the doorbell. If you are having problems with your battery cameras, that's an entirely different issue, and you would be better off posting your issue as a new conversation, with specifics on what's happening.

[Lammi77]

The solution that works for everyone so far is to turn off the chime. The original chime will no longer alert so you must have something that'll alert like a phone or tablet with the Nest app, Google hub or some of the Nest cameras, like the Nest IQ, will alert you if you enable alerts in the app. 

[Db45]

I have this same issue.  So annoying.  Help google. 

[cpc5000]

Disabling the chime worked for me (wired Nest doorbell). 

It is disappointing that customers have to crowdsource workarounds. Google should have been able to quickly figure out the cause. Now that Google knows the root of the problem, will they bother to come up with a fix for it?

[janthadeus]

Hi cpc5000,

Thanks for reaching out. I’m sorry for the delayed response. We deeply appreciate you sharing your thoughts and experiences, and we'll take it as feedback. I just wanted to check if you still need help with your Nest Hello doorbell (wired)? 

We're here if you have any other questions.
 

Thanks,

JT

[aatienza]

Hey there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

I appreciate the help, JT.

Thanks,

Archie

[jaamzw]

There is no help. The answer is Google doesn't care. They lied about there even being a battery inside then said too bad, everyone is out warranty. 

[SOURCE1064]

💯

[smaroda1]

No I'M all good. Just some dirty terminals.

[Jamboy]

Reply to every recent posts directly!

[Jamboy]

Where did you post the SOLUTION?

[5tiffler]

Hello all.

I am looking for advice regarding a brand new Nest doorbell i received from google yesterday.

I have set up the doorbell and fitted it with no issues. I was watching live and fine tunuing my settings, zones etc last night with no problem.

Today i go to work and decide to check out the live footage from my pixel 6 for lols.

It didnt work. it says connecting for approx 20 seconds and then fails.

When i have arrived home ive done a removal of the camera and a restart using the pin hole at the back as per the google guide. no change.

When i press the doorbell it rings my devices in the house fine but does not show the feed. I'm extremely disappointed with this.

The camera is however recording events just fine. Seen my postie today and a package delivered which it picked up all fine.

I doesnt recognise my black cat though sadly. day or night.

It would be nice to have it work as its supposed to but i dont know whats wrong when it seemed just fine yesterday.

[Hardy27]

Might as well contact support for a replacement this issue has been posted over and over again with no viable solutions posted here I'm in the same boat 

[Hardy27]

What wifi router are you using?

[5tiffler]

I'm not sure why you ask this when I clearly state it was working fine and stopped overnight but I'm using a mikrotik rb2011uias-rm an openreach modem and a mikrotik cap-ac access point

[Hardy27]

I'm asking which router you're using because most everyone with this issue including myself had a functioning as intended doorbell that randomly stopped working shortly after set up. For the past 2 months the one I was having issues with would work briefly after each factory reset I would try. So I had access to a Google nest WiFi router yesterday and the door bell has been working as intended after connecting it to the nest wifi.

So I was trying to see if there was a common theme with a particular router but there's not people are experiencing this with multiple different routers it's just odd it's working flawlessly with a nest WiFi router so it's definitely not a hardware issue as far as the doorbell goes so I'm leaning towards it's more so a software/ router compatibility problem.

[Brad]

Hey there,

Thank you for your insight and feedback. While there are no updates to share, we’re always looking for ways to improve and appreciate your feedback. You can also send us feedback at any time using your devices by saying, "Hey Google, send feedback," or by following the steps found here. 

Best regards,
Brad

[Brad]

Hey there,

I am terribly sorry to hear that you're having this issue with your Nest camera! I'm sure it's frustrating, but I'm happy to look into this and see how we can help out. The first troubleshooting step that I'd recommend would be to restart your device. By doing this, it should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.

Best regards,
Brad

[dylanzwick]

Brad - This problem is discussed in multiple threads, and has now been reported continuously for years.

This is what seems to be the issue: when the doorbell rings on a wired Nest doorbell camera, the power to the camera temporarily switches from the wired connection to a battery. If the camera stops working when the doorbell rings, it's because there's a problem with the battery - for whatever reason it's not providing enough power. Cold weather seems to exacerbate these problems, but they're not just caused by the cold.

The solution is to either fix / replace the battery, or to replace the doorbell. That's it.

If we replace the doorbell, do new ones have a better battery, or can we just expect the same problem? Will Nest replace the doorbell if contacted about the problem? These would be useful questions for Google to answer.

[Brad]

Hi there,

Just checking in to see how the conversation is going and to see if you all needed assistance still. Please let me know!

Best regards,
Brad

[Hardy27]

None of these troubleshooting tips that anyone's posted is helping anyone. If anything, they help temporarily but within 12 to 24 hours we're back to no live view so Google really needs to get it together. Figure this out. Push a software update to address this if it's even possible

[dylanzwick]

I posted a longer response with more details, but just so you know if you're experiencing this problem it's almost certainly an issue with the doorbell's battery. Yes, the battery in the wired doorbell. It's not a solution that can be fixed with a factory reset or a software update. You need another battery, which means you either need to replace the battery in your current doorbell (https://www.ifixit.com/Guide/Nest+Hello+Battery+Replacement/131729) or replace the doorbell. Sorry, I'm pretty sure that's not the solution you wanted.

[5tiffler]

I've opened a ticket to return this device for replacement. I have another one of these doorbells with no issues at all but this one is just a joke. It drops the live feed option all the time and requires a full factory reset and readoption to get it back going. That's not right. It's clearly faulty. Had the issue from within 24h of initially receiving the item. It's about 2 and a half weeks old now and I'm done with it.

Today it crashed again and when I went to readopt after factory reset it started downloading an update, got stuck at 0% and is completely inoperable. App just says to finish set up but it won't do that. Tried it mounted, unmounted, on charge etc etc. Tried it at another property on different WiFi. Tried creating a new home and adopting it to that. It just does same thing over and over. Good job it's like this from new so I can get it replaced or refunded.

[jaamzw]

I would suspect this has not to do with you internet (data) connection where you were trying to view remotely.  Sounds like the camera is working fine. You didn't mention testing again to view live when you got home. Did it work once you were on home wifi?

[MplsCustomer]

@Brad 

This "Nest Battery Doorbell no live view or picture when doorbell pressed" thread that you merged here should NOT have been merged into this 850-reply thread about the failure of the internal battery on the Nest Hello Doorbell.  They are two separate issues about two different products.

[Jmillgc]

Yes we all still need your help. Just read the whole thread and you will understand you have a large technical issue with your products that we are all still dealing with.

[cpc5000]

The customer sourced workaround is fine for now but I'm sure we would all appreciate an update on Google Nest's efforts towards a permanent solution. 

[Jason88]

I can confirm nest hello also shuts off when pressed and it's powered via hardwired transformer and no chime (using nest home minis and phones)

Started happening a couple of months back, and it's intermittent, but happens very often

[tkjcommunity]

Another data point here. I just got a new Nest Doorbell (battery), but have it hardwired and whenever I push the doorbell it starts running on battery power until I manually look though the camera in the app. A minute or so after I look through the camera, it reconnects to wired power.

[Lore4321nz]

If you don’t look through the app, does it also go back to the wired power after a minute or so?  Trying to figure out if the looking through the app is relevant or not. 

[Jamboy]

Mine was doing that one Winter when it was really cold. Not sure if it was moisture, but I did not make any changes and it worked fine again after it warmed up.

[SomeGuy]

Agreed these are two distinct issues

[Joshpettway]

Many of us are still having this issue, even after completing all troubleshooting steps.

[Cold_in_WI]

It’s gonna be the internal battery dying. There’s a reason that Google took the ability to see the battery voltage in the nest app. 

problem is that there’s no way to easily fix it and Google won’t admit it or provide a method for DIY

[SuperAdam]

iFix it has a video about how to replace the battery and believe me,it is not easy AT ALL, they gave it a low score on the repairability scale.

[dylanzwick]

Bingo! The solution is to either replace the battery, which isn't easy at all, or to replace the Nest Hello. If the other doorbell is still a Nest doorbell, it could very easily have exactly the same problem.