cancel
Showing results for 
Search instead for 
Did you mean: 
Replies are disabled for this topic. Start a new one or visit our Help Center.

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

Brad
Community Specialist
Community Specialist

Hey folks.

 

I have been seeing that this issue has been resolved for some. Please if you haven't yet already today, restart your Nest Hello and mobile device, and try again. Please let me know if you need further assistance.

 

Best Regards,

Brad.

JimBob
Community Member

I have restarted and the issue still exists

cjoshi
Community Member

Don't you think we would have already tried to restart/reset after coming to this thread and reading all the responses? 

The question is, have you escalated the issue to the support/dev team, or you are coming in here a adding a comment to just ask people to try and restart and see if the issue is fixed? 

What is google doing to actually investigate the issue and provide solution? I don't think this is a 1 off thing since a lot of people have started to experience this recently. 

Best Regards to you too! 

CTDC
Community Member

Brad. "Workaround" isn't really the same thing as "Resolved". I understand that you may have a requirement to remain "active" in open threads with unresolved issues by posting *something* every 24 or 48 hours, however, jumping in to state that this is "resolved" for some, suggest the very most basic-level "fix" (which clearly could not have simply been overlooked by the vast majority of commenters and DYI problem solvers here... read the comments), and a request for us to "let you know" if we need further assistance (have you read through all of these comments? Yeah, assistance is still needed) is truly not helpful for us in this community forum. Respectfully, this kind of "assistance" really does not boost my confidence in the efficacy of "letting you know" if we need further "assistance". But since you asked, we need further assistance.

We know that you are not pleased that we are having this problem. We know that you would like to do everything to assist us. We know that you would like to assure us that this is being "worked on". We know all of those scripted responses. What we don't know, and would desperately love to know is what exactly is being done, ETA on an actual "resolution", what the most likely cause is, etc ... actual substantive information regarding a device that we've paid good money for - including the monthly subscriptions. We are paying for a product and service that is not performing as it should, and would truly appreciate some actual "assistance", or at least some substantive information. Thanks for your time.

doggo
Community Member

Brad, this issue is not resolved at all anywhere. This is a widespread outtage/bug that is spreading further and immediate action is needed from google.

axlahn
Community Member

This issue is resolved only in the sense that we know what the issue is:  AN INTERNAL BATTERY THAT'S GOING BAD.  If the battery gets weak enough to hold a proper voltage, a factory restart won't even work as the battery is needed for a part of that reboot.

Here are the real issues with this:

1) Nest did not include or advertise (at least not in an obvious way that I could find) the information that the Wired Doorbell has an internal battery that is not user-serviceable.

2) A battery will at some point go bad.  A small 280 mAh LiPo battery will go bad for every single person who owns this product right around the 2-3 year point of ownership.  For those that have it go bad earlier, not a big deal since it's under warranty.  Mine failed at 2.5 years.  We can debate whether or not I've received enough value out of a $250 purchase or not, but I don't believe I have.

3)  The fact that the battery is not user serviceable and the fact that it was not disclosed to buyers tells me that either Nest was planning for obsolescence or just didn't think things through.

4) So everyone who buys the doorbell is doing so unknowing of the fact that it is GUARANTEED to fail relatively quickly in it's lifespan.

Now people can fix this issue by tearing open the device and changing out the battery.  It's technically not that difficult.  But it's also not an intended use case.  And, it involves messing around with a LiPo battery that can be easily punctured which has it's dangers.  

This REALLY needs to be escalated to people who can actually make decisions and Google needs to either address the problem or make a statement about what's going on.  The problem is only going to become more widespread as the days go by.

MattM
Community Member

How are you so sure it’s an internal battery issue? I bought a brand new doorbell, replaced my old one, and it behaved exactly the same. If it were an internal battery issue, I would expect the new one would work for at least a minimal amount of time…

axlahn
Community Member

You can test the doorbell without connecting it to your home system.  Take your new doorbell, connect to USB power (5v 1a) and wait about 5 minutes for it charge the internal battery.  Than test to see how it behaves on button press.  If it behaves ok, than the doorbell is good and something is wrong within your home.  If it acts up, it's a problem with the doorbell.  Since it's new, it could be something other than the battery.  These steps were provided directly from Google Nest support.

Iyftysm
Community Member

The thing that confuses me is if it’s an internal battery failure, why does it seem like everyone began having the same issue within a month or so of each other, despite the ages of the units being different (some purchased at launch, others last year, and some new)? I am not going to pretend to understand the relationship and influence of software on hardware, but it makes me feel that there is some kind of bug in the current software that is preventing the internal battery from charging or functioning properly. Does anyone know the timeframe of when the last software version was pushed out for the doorbells? 

MattM
Community Member

I'm not convinced it is a battery issue. For all the reasons you said, and others. If it were the battery, replacing my doorbell should have resolved it.

axlahn
Community Member

This issue has been present for atleast the past year or more.  Search reddit, google, and other places.  You'll find it's a pretty common issue.  Everyone has different environments in which their doorbell operates including weather, temperature, and humidity.  Some doorbells get rung more than others.  A LiPo battery has only so many full charging cycles before it can maintain a usable voltage.  For some, bypassing the physical chime will work for awhile.  But that doesn't change the fact that battery will keep getting weaker and weaker.  You'll find that people who actually tried changing out the battery solved the issue.  

I don't want to lose my legacy Nest Aware subscription, so I ordered a battery for $20.  If it ends up working, I'll let this thread know.  If it doesn't work, than I'm moving away from Nest cams.  I like the 24/7 recording with the basic legacy Nest Aware program, but if I'm going to be forced to lose that than I'll move to a different doorbell.

I think it is battery related, but I don't think it's solely a battery issue.  Like others have said if it was solely a battery issue then a brand new doorbell shouldn't be failing with this same issue.  I think there was a software change they made that changed necessary operational power levels too close to what the batteries are capable of putting out and conditions can occur when it can't hit that level so it fails.  A majority of people in this thread have all started experiencing this around the same time.  It would not make sense for these batteries to all fail at 2+ years at the same time to the point where they can't put out any power considering the amount these batteries are actually used when they're wired and always fully charged.

It's the battery.  I can almost guarantee it.  At least for most of us here.  I've been obsessing over this the past couple days.  This problem has been popping up going more than a year back.  It's just reaching somewhat of a critical mass now.  I just found that wired Ring doorbells have the exact same issue going back 4-5 years with the a big jump in issues about 3 years ago.  Exact same issue...button press, doorbell cuts out, power reboots.  Bypass mechanical chime...works as intended.  Do a reddit search and you'll see loads of people with the issue.  

I think your issue is maybe unrelated.  Did you buy the replacement doorbell new at retail?  Or was it a warranty replacement?  

I'm not the person in this thread that tried to fix the issue with a new replacement, but they said, "Bought a brand new doorbell", so I'm imagining it was new at retail.  I just tried searching reddit and it looks like a lot of peoples problems with this seem to be transformer or wiring related.  Like I already said, I agree it's battery related, but I don't think that's the whole problem/solution.  I guess you'll have to let us know when you replace your battery if your issue is fixed, but make sure you're testing on a day that's roughly the same temperature as when you experienced the failure.

If it's potentially a transformer / wiring issue, you can isolate this by removing the doorbell, plugging into USB power, leaving the chime on in the Nest app, and ringing the doorbell.  If the doorbell works without rebooting, then there's very good chance it's a transformer / wiring issue.  However, that doesn't take away from the fact that the battery is still aging and will go bad.  That's what's really bugging me about this...Nest should have publicized this fact openly.

My other gripe, which would have provided me with a crippled, but usable doorbell, is that I wish Nest would better integrate with Amazon Echo devices.  I know it's a business decision on their part, but before Google bought Nest, the integration was better.  If I could send a chime to all the Echo devices around the house, I could use the doorbell as is.  Phone notifications are ok, but not ideal.

Iyftysm
Community Member

I agree that the issue seems to be the battery, but like I said, since there seemed to be an influx of issues around the same time, it makes me feel that there is an underlying software issue (whether that means a problem I’m the coding or simply the software updates are drawing more power than initially required from the transformers) that is causing the batteries to fail at a higher rate. The same issue would present itself when a battery fails from normal aging, which is why some people have had the issue for a year. Again, the sudden issue presenting on batteries of different ages within a month or so seems like an issue CAUSING the battery to fail, not just spontaneously failing from normal aging (which, yes, will happen eventually to all batteries) 

axlahn
Community Member

Sure, the firmware could have something going on that either pulling a vampiric current on the battery or preventing the battery from maintaining a charge, but my guess is that it's not software related.  The battery should ONLY be engaged for a second or two when the mechanical chime is activated.  The wired Ring doorbells have been having this issue for years now.  The code should be simple enough.  Doorbell press, if Chime is active, route power to battery, close mechanical doorbell circuit, open mechanical doorbell circuit, revert AC power to doorbell.

And again, this issue for the Nest doorbells have been around much longer than when it was brought up in the thread.

DPNY15
Community Member

NEST Hello was launched in the US in 2018.  If the battery has ~2-3 usable life, everyone having the issue around the same 12 to 18 month span makes sense actually, depending on local weather and how much people's doorbells have been rung. 

MoopMeep
Community Member

I noticed this issue a year ago on my nest hello. I notice it doesn't always happen either.... not sure but maybe temp related... I'm in MA.

To be honest, I don't normally ring my own doorbell, so I have no idea when the issue really started.

CTDC
Community Member

I'm leaning more towards a battery issue as well, but could be wrong. I live in the Phoenix, AZ area and this started happening (if I remember correctly) during the spring, maybe summer. But temps around here don't get very cold, even during our "winter". Regardless, this is a device that is designed to be outdoors where we will collectively have a wide range of temps. I would hope that all the internal components would be ones that can withstand temp fluctuations a little better - like my battery operated Arlo cameras that I've had for more than 4 years with *zero* issues and have been outside 100% of the time.

axlahn
Community Member

Arlo's are using multiple 18650 battery cells that are much bigger and robust than a small 280 mAh LiPo cell. 

A new LiPo cell will withstand temp fluctuations well but at that size, will go out quicker than later.  Hence, extremely bad product design considering we can't easily change the battery.

CTDC
Community Member

@axlahnThe differences in the batteries, and the fact that one may be more robust than another obviously makes sense. But the fact that they are failing around the same time, whether the temps are very high or very low, makes me think that temp doesn't have a lot to do with it (maybe some, but probably not the main reason).

Whatever the reason is for failing batteries, you are absolutely correct in stating that it's a bad design since it's not that easy for the average user to change out. Using the Arlos as an example again, the batteries are easy enough to change that my 6 yr old daughter could probably do it without much help.

Googz
Community Member

Agreed. I'm experiencing thsi problemn right now, just at about the 2-3 year mark. Doorbell goes dead when pressed and fails to show any video. Turning off chime fixes it. Spent a whole day practically with Google support and they had me running in absurd circles. I found this thread and fixed it myself by turning off chime during the support call. I sent them this thread saying they really need to do something about this. But I'm not satisfied as it is supposed to work with chime right?

Nick77
Community Member

Ok so mine just started having this issue with the video cutting out about 2 weeks ago but the doorbell would still chime inside.  Installed in 2019. Today 10/8/2019 the chime now no longer rings inside.

 

So I am wondering what do you think about or would happen if I were to leave it wired to the chime wires and then plug in with the micro USB so that it had a constant power supply? 

Iyftysm
Community Member

I don’t think I’ve seen anyone say they’ve resolved the issue? The closest “resolve” has been “turn your chime off” so your doorbell no longer functions as a doorbell. 

Lore4321nz
Community Member

Brad, I conquer with CTDC. The issue is most certainly not resolved. We paid a lot of money for all of these devices and the subscription service. Please, just help us instead of chiming in every now and then.  Have you escalated this issue?  What is the eta on a solution?

GSM1825
Community Member

We're having the exact same problem which was noticed just before Thanksgiving on a 2 year old Nest. Pressing the doorbell, chime cuts out as does video. It's ridiculous that these issues started with so many of us around the same time, with varying ages of the Nest. We live in a warm climate so it's not cold-related. We need a viable solution. Very frustrating.

ghaueter
Community Member

Mine has worked perfectly up until today when it started having this exact same problem. I've never had my doorbell plugged into a transformer or integrated with my normal doorbell chime. I have it plugged directly into an outlet inside my wall with an adapter and it chimes on all the google home/nest devices in my house. It rings to all my google home devices either way, even if the camera itself shuts down when the button is pushed. I just tested and turning OFF the "Indoor chime On/Off" does prevent the doorbell from shutting down when the button is pushed. My problem is definitely intermittent though. I had the Indoor chime On/Off on by default when it failed several times today. After I switched it off while testing and the doorbell stopped dying, I can now have it on or off and my doorbell is fine while testing it more tonight. I'll have to test more tomorrow and see if anything changes. Mine is on the same Software version 4110054.

axlahn
Community Member

It's a ticking time bomb.  The battery will keep losing it's ability to hold a constant voltage and eventually your doorbell will stop working correctly.  If you're still under the 2 year warranty, I'd contact Google Nest asap and get it replaced before it completely fails on you.  

ghaueter
Community Member

Unfortunately Google says its only a 1 year warranty.

axlahn
Community Member

Unless the serial number is registered as factory refurbished, a doorbell is supposed to have a 2 year warranty:

WHAT THIS LIMITED WARRANTY COVERS; PERIOD OF COVERAGE

  1. Nest Labs, Inc. (“Nest Labs”), 3400 Hillview Avenue, Palo Alto, California USA, warrants to the owner of the enclosed Nest-branded product contained in this box (“Product”) will be free from defects in materials and workmanship for a period of one year (if the Product is a Nest Thermostat E or a Nest Temperature Sensor) or two (2) years (for any other Product) from the date of delivery following the original retail purchase (the “Warranty Period”). The Warranty Period is extended for an additional two (2) years (if the Product is a Nest Thermostat E) or an additional three (3) years (if the Product is a Nest Learning Thermostat or a Nest Protect smoke/CO alarm) sold to you and installed by a Nest Pro who, if applicable, enters a valid Nest Pro ID during setup. Notwithstanding the foregoing, the Warranty Period for a factory refurbished Product is one (1) year, even if installed by a Nest Pro. If the Product fails to conform to this Limited Warranty during the Warranty Period, Nest Labs will, at its sole discretion, either (a) repair or replace any defective Product or component; or (b) accept the return of the Product and refund the money actually paid by the original purchaser for the Product. Repair or replacement may be made with a new or refurbished product or components, at Nest Labs’ sole discretion. If the Product or a component incorporated within it is no longer available, Nest Labs may, at Nest Labs’ sole discretion, replace the Product with a similar product of similar function. This is your sole and exclusive remedy for breach of this Limited Warranty. Any Product that has either been repaired or replaced under this Limited Warranty will be covered by the terms of this Limited Warranty for the longer of (a) ninety (90) days from the date of delivery of the repaired Product or replacement Product, or (b) the remaining Warranty Period. This Limited Warranty is transferable from the original purchaser to subsequent owners, but the Warranty Period will not be extended in duration or expanded in coverage for any such transfer.

JillG
Diamond Product Expert
Diamond Product Expert

I am experiencing this same exact issue. My doorbell shuts down when pressed and when I turn off the indoor chime, the shut down doesn't happen.  I have escalated this issue to the Nest team. 

 

Brad
Community Specialist
Community Specialist

Hey folks.

 

Just wanted to step in and thank ya'll for your feedback that you have provided, and are providing! Please continue to provide your feedback on this issue.

 

Best Regards,

Brad.

cjoshi
Community Member

Hi Brad,

Again your response is not useful and confusing. What is happening on your end to investigate or resolve the issue? Please provide useful update. Don't just comment because you have to. Everyone here would appreciate some useful insight. 

It is so convenient for you to come here once everyday and add not so useful comment. 

I work for a tech company and I expect more from google based on your reputation or maybe google is just overrated. 

CTDC
Community Member

Brad, 

You are very welcome for us troubleshooting Google's defective product and providing feedback on our efforts at no cost to Google. I wish that I could also thank you and Google for your efforts and especially feedback (specifically related to those efforts), but I'm sure you understand why I can't. 

Regards..

MattM
Community Member

So, just as an update to my situation (I'm the one who tried a brand new doorbell), here's the timeline of events for me so far:

- 2019 doorbell started freezing/going offline whenever doorbell was pushed. Indoor chime stops.

- Thought a higher power transformer was needed, but installing one made no difference.

- I removed the doorbell from Nest app, in preparation for a factory reset.

- I attempted to factory reset the doorbell, but was unable to successfully complete it, even using USB power.

- I was unable to re-add the doorbell. The app was trying to use my thermostats to connect, but was never successful. This is when I figured the old doorbell was shot and needed to be replaced.

- Installed brand new doorbell, and was still unable to connect it. Had to uninstall all Nest devices, and re-add them one by one, starting with the doorbell.

- On first try, doorbell worked, and triggered chime inside.

- Chime never worked again after that, and video would freeze when button was pressed. This is when I figured the issue was in fact NOT that the old unit had anything wrong due to its age.

- Put old doorbell back on, with intention to return the new. It behaved just as before, except after playing with the settings I realized turning the indoor chime to OFF made everything else functional.

- After a couple days of pondering and reading here, I thought maybe my initial idea about the internal battery being shot was correct, and the hiccup of adding the new doorbell to the app was unrelated.

- This morning I reinstalled the new doorbell, was able to add it, but it is still not triggering the chime. HOWEVER, the video does not freeze when the button is pushed. This gives merit to the battery in the old device being dead. If I have indoor chime set to ON, and press the button, the indoor chime makes a very minimal and poor attempt at ringing. So now I am wondering if the indoor chime is failing as well.

I have ordered a new indoor chime, as the one I currently have is over 30 years old. Fingers crossed this finally solves everything.

Another thing to note is that the newest doorbell has not yet update to the newest software version (it is on 4090108). We'll see if when it becomes current if that has any effect on performance.

I will update as things progress.

axlahn
Community Member

Did you change the chime connector in the mechanical chime with the new doorbell?

Also, did you check to make sure the digital chime option is not selected?

MattM
Community Member

I hadn't replaced the chime connector initially, but when the new doorbell still didn't work, then I swapped them. I have also tried with and without  the electronic chime switched on.

TomS
Community Member

Today the Nest DoorBell (Wired) I bought (retail, not warrantee replacement) to replace the one that fails was delivered. 

IT WORKS!

It does not fail when the doorbell is pressed with Indoor Chimes set to ON. 
I did NOT replace the Chime Connector, so as to isolate the failure as being the old Nest DoorBell. 

I initially installed on a separate 24VAC transformer so that I did not have to stand in the Phoenix Sun to put it on the network and such. I then I wired it to the original doorbell wires. 

The new DoorBell has software 4090108 which is different than the old one 4110054. 

So….let’s see how long it will work. 

As a side note, I am disappointed with the install process from a network administration perspective. Note, I have extensive professional background in wireless 801.11 network systems.   The App says “getting assistance from other nest products to help” or something like that. Well, if my Nest Thermostat or Nest Protects assist, my new doorbell will be on a 2.4GHz network. If my backyard nest camera assists it will be on a 5GHz network. If my front yard camera assists, it will be on a network extender with 5GHz. When it gets done, there is nothing in the Nest app that tells you what WiFi connection was made. I had to use my router’s network utilities to see it connected to the 2.4GHz system. Really?  Real time video and audio on 2.4Ghz when 5GHz is available and not document the connection?

TomS
Community Member

Friday I received and installed a new Nest Wired DoorBell (retail, not warrantee replacement). 

IT DID NOT FAIL. 

I did not change the Chime Connector, so as to isolate the actual Nest DoorBell as the thing that failed. 

The software was 4090108 and not the 4110054 version of the old one. 
This morning I checked and the software was updated to 4110054, which others have reported. 
When I pushed the Button, IT STILL WORKED.