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?

[Lore4321nz]

Could it be the battery failing inside the doorbell?  Perhaps if we charge it and try again it would not go out when pressed?

[NestSuks]

This is so dumb. Your hardware and software sucks! 

[Adrriangy]

It is a miracle. I changed yesterday the doorbell theme in "thanksgiving gobble" and everything is normal right now....

[leiicn]

Hi, I see my life saver here 🙂

Can you share how you did it (I changed yesterday the doorbell theme in "thanksgiving gobble"...)?  I am keen to know.  Thanks!

[Cold_in_WI]

I have the same issue and only when its cold out.  So i'm guessing its the internal battery which is crap.  I'm out of warranty, so google won't do crap about it...so now I'm out another 150-200 bucks if I want to maintain constant video functionality after a doorbell press when it's cold out.  

This is after replacing the doorbell transformer.

Please bring back voltage monitoring on the Nest app. that would help immensely, unless google knows it's an issue and took that ability away on purpose...

[TomS]

My Nest Hello Doorbell was installed in 2018 here in Phoenix Arizona where it is never cold. I have seen post referencing an internal backup battery for this wired doorbell, but have not seen it from any official Google source. 

[Cold_in_WI]

ifixit has a tear down, but still trying to figure out what battery to replace it with. 

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

[TomS]

Caution: The link above may be talking about the battery operated doorbell and not the original WIRED doorbell which I have.  Searches suggest that the WIRED doorbell also has a small backup battery that only assists during a button press, or small disturbance of the ac supply. Google technical information says nothing of this battery. 

[sky]

incorrect, this is in fact the Nest Hello! Bit of effort but shouldn’t be hard if you go slowly and take care not to break anything.

[Lore4321nz]

Did this work or you though?

[Jason88]

Did anyone try this? Steps 6-9 are confusing, doesn't seem to serve any purpose. Looks like after 5 you can jump to 10 and swap battery

[axlahn]

Just do steps 1-3 and replace battery.  That iFixIt guide is a bit confusing because it includes directions for a complete teardown.  See my post below:

https://www.googlenestcommunity.com/t5/forums/forumtopicprintpage/board-id/Cameras/message-id/12722/...

[mighty_manny]

For those looking for a compatible replacement battery. After some digging I found this online:

Amazon: https://www.amazon.com/Battery-Replacement-C1241290-NC5100US-Doorbell/dp/B09J8DH253/ref=sr_1_39?keyw...

Battery Mart: https://www.batterymart.com/p-cs-nlh510sl-home-security-camera-batteries.html

Both seem to sell the same battery. I just purchased one and will update after it arrives and I install it. estimated deliver is the end of January.

[Lore4321nz]

Did replacing the battery work for you?

[Lore4321nz]

Did replacing the transformer help?

[Trailingedge]

I replaced the transformer. It did not help.

[DanJ88]

No. I've replaced the transformer and still have this issue.

[Jamboy]

Same goes for me. When it was cold out... restarts were happening, when pressed. But since Spring... no more restarts.

[TomS]

The $229 WIRED doorbell sells for $149 for Black Friday Deals. I ordered one. I will downgrade my Google nest subscription out of protest. The continuous video feed feature that I need and will loose, I have purchased from a non Google Nest technology solution. 

[RR9999]

I wrote in another thread  (see link below) about the restart issue. My current status is it has been working ok when powered via USB port with a phone charger and no chime in path. Will post in the other thread once I test with a 24v/10VA transformer adapter.

I see TomS has mentioned that powering with power from a transformer and without chime didn’t help. I will update later this week once I get a transformer adapter. 

- https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Hello-doorbell-goes-offline-when-button...

[Brad]

Hi there,

Just checking in to see if you still need assistance, so please let me know and I would love to look into this further for you! As there is no fix for this issue at this time, I would suggest exhausting all troubleshooting steps first. 

Best Regards,

Brad.

[RobertNathan]

This afternoon it quit working again and having the same issues. It got colder here so that could be the variable but it’s in the 30s nothing too drastic 

[Jamboy]

No need to trouble shoot we know what the issue is. How will Google fix this? Issue is internal battery cannot power Chime when temp outside is cold. Unit restarts when pressed.

[cpc5000]

I don't think the cold is the issue. I live in Houston and have the problem. Maybe it's extreme temperatures in either direction.  

[Jdoh]

The issue is not necessarily the cold or heat- the fact is that the battery will not function properly after a period of time (circa 2.5 / 3 years). Google has not sold the product on the basis that the internal battery (wired unit) needs to be replaced  from time to time. The actual task of replacement is not easy and ultimately, the unit will never go back together as it did when it left the factory and was purchased.  I have changed out the battery and the unit works again (for now) however night vision does not function anymore. Had I known this when purchasing this rather expensive door bell, I am sure, I would have purchased an alternative. 

Link to battery replacement 

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

[MplsCustomer]

The internal batteries on our Nest Hellos failed at just under 2 years of age. We now have the internal chime setting turned off and are relying instead on "Visitor announcements" to our Nest Hubs and Mini.

[Aatball]

Did you ever get a fix for this? Mine just started happening and it has been  3 years. (Surprise surprise) I saw you posted links to the battery replacement, did it work?

[BretMThomas]

Replacing my battery was very difficult (also order a new face plate if you order a battery) and worked for about 8 months, BUT my battery must be defective (or just cheap AF) because the camera has started cutting out, again, as we found out tonight for Halloween.   When kids rang the doorbell the camera rebooted, again. 

[Jdoh]

Hi everyone, just an update post internal battery replacement. It has been a little over 5 months since we replaced the battery, and the issues have started again. My guess is that if you do replace with great difficulty that the replacement battery will not perform as long as the original. It makes sense that a factory sealed unit should never have to be opened to repair, and if it really has to be, it will never function to factory standard again......long and short is that, this was a bad buy. We are moving on to an alternative now. Any suggestions on what to purchase ? Thanks.....

[SuperAdam]

Was it a brand new battery? If it was then it should have lasted at least a year before this starting again, I didn't bother with replacing it, I have a ton of Google speakers of all shapes scattered around the house, and to be honest, 90% of the times I had the chime off as I worked at night and slept during the day so having the chime gone didn't affect me much, everything else works perfectly though, for now at least. 

[Jdoh]

Yes, it was a brand new battery. Temps have been low where I am over this past week and, it looks as if replacement battery can not take this. Could be a result of having to open the unit to replace battery. When the electrical board is reset to the location the units at, it comes back to life for a while but eventually dies again....has to be the  battery as power is 100% going to it at all times.

[RR9999]

(I updated the other post.)

Powered the unit with a 24V/10VA power adapter (vs via USB in earlier test), and no chime/chime connector in path of wire. I don't have restart issue.

So, the reset helped for me. Also, maybe the absence of chime/chime connector also helped..but, I don't know. I plan to use this unit without a chime/chime connector anyway.

[Cold_in_WI]

It’s the chime that causes the issue.  When the chime rings, the hello depends upon the internal battery to stay on. 

if the battery is faulty, it can’t provide enough juice, and the hello shuts down. The chime then stops, power is re-established via the transformer, and the hello restarts back up 

The cold amplifies the problem. But the issue remains…the battery. 

[captainpablo]

I agree, I'm in Houston so the cold isn't the primary factor, when I turn off my indoor chime the problem goes away, as soon as I turn the chime back on the doorbell goes offline and restarts every time the doorbell button is pressed.

[SuperAdam]

Do you still have problems with it in summer times? I live in Alabama and mine works perfectly as long as the temp is hovering around the mid 60s but if it gets to low 50s then that's when it starts to act up, I'll see how it holds up this summer or if the battery completely dead now. 

[Tipada]

yep tested that and it worked like a charm without the chime

now the only problem is that my visitor announcements were turns off by it self once in a while and need to be reactivated... 

[Jamboy]

So what should we do?

[dylanzwick]

Thank you. This was extremely helpful.

[Billkellum]

I have had the Nest Doorbell for quite a while now with no issues. And then on October 31, 2021, it began to have camera issues. The camera is great but then as soon as the button is pushed, it goes offline for a few minutes (right at the time you need to know who is at the door). I see many, many, many other users with the exact same issue also beginning around the same timeframe. It seems to be a global problem and possibly a server issue with Google.

[TomS]

I have the same problem. Frustrated.