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?

[dlgraber]

I am having the same issue. Press button and the doorbell shuts off. I tried changing to the Thanksgiving chime and it has the same problem. I turned off the indoor chime and no more problem. Turned the indoor chime back on, and the problem is back. It must be the battery not able to compensate anymore for the power drop when the doorbell is pressed. It's cold here (30's) and I've had it since 2019. No other issues with it recording footage, etc between doorbell presses. Just started within the last week or so.

[Jazake]

Thanks! I don't use an indoor chime. I just use my Google Homes to notify me, so I didn't need that checked anyway. Works great now! I was having issues with the video showing up earlier on the Google Home devices, likely due to the same issue. I just unchecked the Indoor Chime option in Settings and it's all good now.

[Googleuser_to]

This is not a great solution but it worked and it's cheaper than a new doorbell or changing technologies. I placed a Nest Mini (On sale right now for $25 on Googles site) in the living room. (I had one I wasn't using) I turned off the mic and turned up the volume. Now it's a chime with no voltage/V-amps required. Done and I'm moving on! I hope this helps someone out there.

[Jason88]

Be aware though this may not work for everyone. This is exactly my setup, and I have the shut off problem.  I never had a chime

[alexbeau22]

Hello,

how have you desactivate the mecanic chime and keep power on Nest?

Thanks!

Alexandre!

[MplsCustomer]

@alexbeau22 

Turn off the "Indoor chime" option in the Google Nest app for your Nest Hello Doorbell.

[Petter]

Have anyone tried to charge the battery through the usb-port on the back?

[TomS]

Yes I plugged a charger into the USB port while still connected to the chimes. I pressed the doorbell and exactly the same failure occurred. So I left the charger on longer with the idea of charging the internal backup battery.  After an our or so, I find the doorbell completely inoperable, no camera, no ring of light on the button. I removed the door bell from usb and chimes and connected it to an independent 24v transformer that I have used befor. Nothing. My Nest Hello Doorbell is now a small useless brick. 

[RR9999]

@TomS - did you try reset whilst powered via usb…and/or via transformer? Maybe you could get lucky and unbrick it after pressing the reset pin + button pressed for >5sec.

[rydordi]

Same issue for me. Disconnect the chime and issue still persists. 

[RR9999]

@rydordi 

Did you try reset, ie., Pinhole near USB port in the back, after removing chime?

[RR9999]

https://support.google.com/googlenest/answer/9252162?hl=en#zippy=%2Cnest-doorbell-wired

Link to steps for reset (vs restart).

[rydordi]

So physically disconnecting the chime did nothing for the issue. When selecting the toggle to Off in the app for Indoor Chime  On/Off, the doorbell does not reset when pressed.

[Freelook]

I toggled the indoor chime off in the app and the problem has gone away.  This same thing happened to me when I had a Ring doorbell.  Amazon sent me a chime as compensation.  Too bad their service was so bad that by the time the video came up, the person had walked away.

[TimW1]

I'm having the same issue.  About 3 weeks ago, wired Nest Hello started rebooting on doorbell ring.  I purchased a new unit and have the exact same issue.  Transformer in garage is putting out 20v, voltage at doorbell is 18-19v.  When you press the button with the indoor chime turned on, voltage drops to 3-4v, Nest reboots.  When you disable the indoor chime, there are no issues.  I've ordered a new transformer, but after reading how many others are having the same issue, don't believe that the transformer is the problem.

[TomS]

When you installed the new door bell unit, did you also replace the old chime connector with the new chime connector?  Perhaps the chime connector is the core to all of our problems. I see from non nest related websites that there is active electronics in the chime connector.  Could it be that the chime connector has stopped doing it’s job?

[TimW1]

Hi Tom, I did replace the chime connector within the interior chime.  So far, the only thing I've come up with is that the battery isn't taking over to maintain voltage during the completion of the chime circuit.  The voltage at the nest drops rather low, and that's when the reboot happens.

[TomS]

Thanks. Yes, the focus is on the doorbell’s internal backup battery. Could it be that this battery is rechargeable, and your new one has not had enough to time to charge yet?  And the failure of the old unit was due to this rechargeable battery has reached it’s end of life?  Google Nest folks should know exactly what is going on here; it is very disappointing we are not hearing from them. I am due to receive my replacement doorbell soon, and will report my findings. 

[TimW1]

That is a good point.  I've had it hooked to the transformer for the past 12 hours and it's still rebooting when the internal chime is on.  I just bypassed the chime, and the Nest still resets.  So, even with no load on the internal chime portion of the circuit, the device still reboots.  I believe there is a fault with the device, and it's likely related to a SW image.  Most of us posting on here all started noticing the issue at around the same time.  I have the same symptoms with two different devices, one is 3 years old, the other is 1 day old.  I would like Google / Nest to look into why this is happening, and to provide a fix.  I'm currently looking to switch to another vendor, as not having the interior chime ring is a pretty big issue.

[axlahn]

It's 100% the internal battery.  Teardown and battery replacement isn't too difficult and new battery will be around $20.  Went through an hour of troubleshooting with a google tech and he came to the same conclusion.  I'm about 6 months out of warranty and they would not do anything for me.  Really bad product design to have a non-user serviceable (atleast easily) in a fixed use product that you'd anticipate lasting you for way more than the 2 year warranty period.

[CTDC]

Would you happen to have a link or point me in the right direction for a replacement battery?

[axlahn]

https://www.amazon.com/Replacement-Battery-NC5100US-C1241290-Doorbell/dp/B09HWZCZ2M/ref=sr_1_2?crid=...

[axlahn]

Here are a couple links  (You can do a google search for:  CS-NLH510SL):

https://www.amazon.com/Replacement-Battery-NC5100US-C1241290-Doorbell/dp/B09HWZCZ2M/ref=sr_1_2?crid=...

https://www.ebay.com/itm/393654343252?ssPageName=STRK%3AMEBIDX%3AIT&_trksid=p2060353.m2749.l2649

Slow shipping on all the ones I could find online.  Amazon is definitely a seller in China.  Ebay seller is supposedly a US seller, but based on shipping speed, I think it's coming from China first and then being shipped again.

[BayArea]

It cant be just the battery. Somebody here replaced the entire unit with a brand new one and still had the issue. Also with everybody reporting the issue starting around the same time??

[axlahn]

He actually changed out his indoor chime with the new unit and it started working.  His old unit is still suspected to be a battery problem.  I have a new battery that should be here in a couple days.  Once I get it put it, i'll report back.  

[BayArea]

I've disconnected my unit from power and it will stay on several minutes with battery power. It will even work when pressed and play the chime without issue. How can the battery last this long when disconnected, but cannot handle a few seconds when the button is pushed?? My guess is firmware/software related and the puck is the issue. Some patch they put out broke something. 

[axlahn]

It'd be impossible for it to use a mechanical chime without being connected to the transformer.  There's nothing wireless about the indoor chime.  I know it's tempting to blame the firmware, and maybe in your case it is the software, but in general, what is being described in this thread is a battery issue.  

[BayArea]

I think your misunderstanding what I'm saying. I know the indoor chime will not work without power. Your saying it is a battery issue. Basically, you push the button and it goes to battery power for a split second. Since the battery is dead, it is shutting the unit off. Hence, replace the battery and the problemis fixed is what your saying. What I'm saying is that when I disconnect the two power leads to the doorbell unit, it will remain ON for several minutes. It will function properly after being pressed and the unit chimes work perfectly. I am aware the indoor mechanical chimes are non functional during this as the unit is disconnected. If the battery was indeed dead or the problem, how would it last so long without power? And if it lasts so long without power, why can it not last a few seconds when connected and the button being pushed?

[axlahn]

I think the power requirements to close the chime circuit and route power to the doorbell must be more than what's just needed to run the doorbell in general.  So if your battery is ok-ish, it'll keep the doorbell on for a few minutes.  But if it needs to divert power to the chime, it doesn't have enough energy to activate the switching circuit.  

You should be able to test this.  Remove the doorbell from the chime, leave the mechanical chime on inside the app.  Does it work?

For me, unplugging the doorbell from the transformer results in a pretty quick death.  In your case, it's possible your battery is still ok but headed toward not-ok.  I'm still pretty certain that anyone with a doorbell that's 2+ years old is experiencing a battery issue.  I'll have an answer to this shortly.

[SuperAdam]

Well,I don't know where you live,I live in the south and right now the weather is super nice during the day and cold at night,during the day my nest works flawlessly, I even kept pressing it so fast for a whole minute and didn't shut off but once night time comes and temps dip to the 40s then all it takes is one press for it to shut off, tried it several times over a whole week and got same results, it's the internal battery, software won't make the battery work during the day and not at night, if it ever warms up where you live this week then try ringing your doorbell and see what happens, I'm sure my battery will eventually stop working all together but for now it works fine when it's warm outside. 

[Tim780]

2 questions:

1- how did you get ahold of a Google tech? 

2- where did you find the teardown instructions/what type of battery does.it take? 

[axlahn]

1 - I spoke to a Google Nest tech when this all started for me.  I just went to the Nest website and went through the support links and there should be options to chat or phone if I remember correctly.  But they're not going to very helpful from my experience.  They'll take you through their troubleshooting script and if nothing is solved they'll just tell you to post something here.  The person you speak or chat will not be an 'expert' but just a generalized phone support tech located in an overseas call center.

2 -
BATTERY: 
https://www.googlenestcommunity.com/t5/forums/forumtopicprintpage/board-id/Cameras/message-id/12084/...

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

[Lore4321nz]

Axlahn, did you resolve this issue?  Did the battery replacement fix your issue or did it just brick your device?

[RR9999]

Strange that your new unit is also an issue. 

[yukoncornelius]

I do believe 3-4 v is not enough and the transformer will fix your problem.  Good luck

[TimW1]

Connected with Google Support.  After going through the standard script and arguing over how many VAs are required, their only suggestion was returning / reordering. 

[gabs]

Just disconnected the entire Nest doorbell from the wires and reconnected and got the same issue. Tried resetting, same issue. Tried factory resetting but I wasn’t able to factory reset the doorbell after multiple attempts (I followed Google’s factory reset steps), and still had the same issue. Hope we are given a resolution soon 🙄

[MayaFam]

I also have the same issue with every press, the video cuts out and returns approx 30 later. Nest, fix this issue please!

[yukoncornelius]

Transformer

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue. If so, please let me know and I would love to look into this further for you!

Best Regards,

Brad.