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?

[alexkam87]

You are right, it's not a solution. I was just too excited for it to work at least somehow, so definitely a work around.

[Blackcloud]

I have a wired nest hello for about 3 years. Recent months, it started going offline whenever someone presses the button for doorbell. I have restarted and check the power supply but this still happens. 

Anyone encountered a similar situation and has a solution?

[yousifzaher]

having the same issue. following 

[MplsCustomer]

@Blackcloud 

It sounds like your internal battery (yes, the Nest Hello has one!) is failing. When it fails, the doorbell goes offline for a minute whenever the doorbell is pressed and the doorbell chime does not ring. Google Nest says it "cannot" replace doorbells with this failure if they are beyond the 1-year warranty.

There is a VERY long thread on this subject, with 980 replies (https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Hello-Doorbell-cuts-out-when-butto...). A workaround is to turn off the "Indoor chime" option and turn on the "Visitor announcements" option and rely on visitor notifications being sent to your Nest Hub, Nest Mini, and Nest speaker (https://support.google.com/googlenest/answer/7672451?hl=en).  That's what we've done with all 3 of our Nest Hellos.

The battery is not designed to be user-replaceable, but some customers have pried open their doorbell and replaced it with a 3rd-party battery (https://www.ifixit.com/Guide/Nest+Hello+Battery+Replacement/131729).

[Blackcloud]

This is very useful! Thanks for this.

[rondinia]

I'm having the same issue and I've had the doorbell for a couple of years. However, my father-in-law just bought his and the same thing is happening. Could it also be a software issue?

[MplsCustomer]

@rondinia 

The internal battery on one of our Nest Hellos started failing at just under a year. The other two failed after about 2 years. I can't speak to what's happening to your father-in-law's new doorbell, but if he just got it, does he have the 2nd Gen Google Nest Doorbell? If so, it might be something else. (The Google Nest Hello Doorbells are no longer being sold.)

[AKaxe]

Yes I noticed this today too and annoyingly at a crucial point where two suspicious characters were on my driveway and one rings the doorbell and the recording just freezes so you don't get to see anything! Ridiculous! It's been working fine for years up until today! 

[Zackm]

Same issue here. About 4 years old

[Stewbaru]

Same here

[AQC]

Turning off “chime” and turning on “visitor announcements” inside the doorbell settings in the Nest app did the trick for me. We don’t use the house chime anyway and have always used the Home mini speaker as our “doorbell chime”. Power stays on now when the button is pressed and we get alerted through the speaker

[MP1107]

Congrats Google, geat way to get people to buy new doorbells an create more e-waste. Admit you screwed up and stop wasting people's time with worthless "troubleshooting". I just turned the chime off on the app and now depend on the speaker. The problem is that is not as loud as the chime was. Just use this workaround and when you guys get tired of it buy something else, dont fall for it by giving them another sale. For what is worth I came accros some posts about Ring having the same crap battery but at least they send out free electronic chimes to people with the issue. 

[AKaxe]

I've contacted Google support since having this issue and they have kindly sent me a replacement chime connector but now I just need to get it swapped out...  😕 

[TL561]

I am having the same issue now with my 2nd gen wired doorbell. They sent me a new “white puck” to connect to my inside doorbell chime… same issue is occurring. Do you have anything for me to try out so this issue stops?

[MplsCustomer]

@TL561 

It is not very likely you're having "the same issue", which is the older Google Nest Hello Doorbell going offline for a minute whenever the doorbell button is pressed, due to the internal battery failing after a year or two, and where the workaround is to turn off the "Indoor Chime" option, in which case the doorbell does NOT go offline.  (In these cases, including us, customers then rely on "Visitor announcements" - https://support.google.com/googlenest/answer/7672451?hl=en).

However, some customers have reported issues with the "chime puck" for the 2nd Gen Google Nest Doorbell (as in the threads below). In these reports, the indoor chime does not ring when the doorbell button is pressed. In some cases, a replacement "chime puck" corrected the problem. In other cases, upgrading the doorbell transformer to meet or exceed Google Nest's requirements (https://support.google.com/googlenest/answer/9247132?hl=en) corrected the problem. The problem could also be due to an incorrectly wired "chime puck"; this post has wiring diagrams for the 2nd gen "chime puck": https://support.google.com/googlenest/answer/12153643?hl=en.

These are two of several threads on issues with the "chime puck" for the 2nd Gen Google Nest Doorbell:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/What-does-the-nest-doorbell-2md-gen-puc...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Doorbell-Wired-Gen2-Chime-not-Work...

[TL561]

First, I replaced the battery , but my faceplate looked like garbage when I was finished. It fixed the issue, but I was t happy with how my doorbell looked anymore , so I bought a new 2nd gen unit. I like it way better than the 1st gen unit . I did not like the nest app, so using google home app is process is much faster, pictures are better, and searches are so much easier. Yes it was another $180, but I’m happy with it so far. 

[Amargala]

Was this resolved? Can a discount be granted for those who have to upgrade due to this issue?

[Sabzweig]

Having the same issue 

[Bezzelbop]

I know this thread is more than a year old, but I'm having exactly the same issue.  Doorbell doesn't ring and shuts down for roughly 30 seconds when you push the button.  Has this issue been fixed in the 2nd generation doorbell?  How difficult is the battery replacement?  

[r6daddy]

I'm not sure if Google has acknowledged that this problem exists. Most in this group have the same issues. Some have confirmed that the battery is the cause. Some in the group have had success by replacing the battery (difficult to replace). No solution from Google other than replacing. Good luck! 

[Opportunivore]

Noticed it started in Jan 2023.

Austin tx

[MplsCustomer]

@Opportunivore 

It's not time-related. It's whenever the internal battery in the Nest Hello fails. All three of ours happened to fail individually during the last half or so of 2022, months apart. The oldest doorbell is now 2-1/2 years old; the newest is now 14 months old.  Turning off the "Indoor chime" option on each resolved the problem, and we rely entirely on "Visitor announcements" now.

[daxu]

Noticed it started in Jan 2023.

Germantown, Maryland

[TexMom]

Are you my Doppelganger? Same. Nest Hello installed about then. The same symptoms which started the moment that the FedEx driver push the button.

[Agoren]

If this is a Google product defect, the responsible customer-oriented thing to do would be to replace the product free of charge. Sadly, this is not how Google operates, and I'm having the same issue with the doorbell. 

[NestDoorbellSux]

Those clowns will do nothing but provide canned responses that don't address or even acknowledge the issue 

[TexMom]

The issue is that the doorbell has an integral battery which dies in 3 years or so, meaning that if you push the doorbell button, this makes it lose internet connection. Bad thing. I bought a new same gen Google Nest doorbell for a replacement, and moved the "dead" one to the back porch with a wired in power pack. It cuts out and loses the internet if you "ring" the doorbell. But as we are using it just for wildlife viewing, we're good unless a Sparrow decides to peck at the pretty blue ring. It would be GREEN if the design of the product permitted easy replacement of the important tiny battery. This is like throwing out everything when it needs a new power source instead of REPAIRING. Which I hope Congress requires down the line. 

[Brad · Accepted solution]

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