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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?

1,003 REPLIES 1,003

Joshpettway
Community Member

I'm having this same issue.

Same here

Same has there been a resolution to this issue???

Only easy solution is to turn off the chime and use "visitor announcement" so when someone rings your doorbell your nest speakers will alert you, the other solution is to replace the internal battery which is not easy. 

ArmRod
Community Member

I have also been having issue with my doorbell shutting off for about 30 sec after the button is pressed.  I deselected the chime option and now the doorbell remains active with visitor announcements selected only  Still not sure why the chime option shuts it down.

RobertNathan
Community Member

I just noticed mine not working too

dieselshroom
Community Member

Same issues. Also slow notifications. This appears to be a widespread issue with the Nest service right now. 

janardb
Community Member

I've had my Nest Hello Doorbell since 2019, 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?

TomS
Community Member

Same issue. 

Adrriangy
Community Member

I'm having this same issue. 

My issue resolved automagically 

Good to know. Automagically is the best way!  Upon reading this I tried pressing my doorbell and it still fails. Perhaps my magic is yet to come. 

I am keen to know how....

Joshpettway
Community Member

Anything new @User123456? Would be nice to have the functionality I paid for.

GarrettDS
Community Specialist
Community Specialist

Hey folks,

 

I am sorry to hear that ya'll have been having this problem! It looks like some of you are no longer having this issue, while others are still experiencing it. Usually a good Factory Reset, with the additional step of adding it back into the app usually does the trick. Please be aware of the Factory Reset process before you try it out. If you have a fix, please share! That way, the rest of the community knows what to do.

 

Please let me know if you need further assistance with this issue!

Best Regards,

Garrett DS

The factory reset doesn't fix the issue..... 

Jamboy
Community Member

So what is your opinion on this issue? I am having same issue as of late. I know outside is cold. Could it possibly be due to condensation?

Probably not weather related. I have two that have same problem, one in Arizona and one in Minnesota.  Weather in Arizona is mild this time of year and camera still cuts out.  I also see this issue with indoor nest cameras. 

GusOz1
Community Member

I still need assistance with that issue! 

Factory reset does not work for me.

You should read the other posts in this forum to get caught up. 

Sierraj2
Community Member

Whats the jist? I'm have this problem now too, specifically since my notices go to my TV the doorbell shorts. Sometimes it comes back on and the sound returns the outside device. But if I press the bell it sporadically sends the notice to my Google TV and won't work outside. Seems software driven.

Titantech42
Community Member

Tried a factory reset and adding the Nest Hello again and it still shuts off Everytime 

Eli_Louis
Community Member

I am having the same problem.  Factory reset didn't seem to work as the device looses power when the button is pushed.  

TomS
Community Member

 

I have done some more testing. With a voltmeter on the Nest Hello contacts I get about 16V AC. When I press the button, it drops to 14 or so, and as usual, the video stops. If you think about an old fashioned door bell button, it creates a short circuit which allows the transformer to ring the bell.  With the Google/Nest system, there is an adapter between the Nest Hello Doorbell and the transformer which must detect the drop in voltage, and it then responds to ring the chimes.  I suppose this could be called Amplitude Modulation (AM) but I have no idea on how the jNest Hello communicates with the Chimes, the Nest Documentation, or lack of documentation, gives no technology information about how things work, but rather low level instruction on what wires to connect.

 

So, I removed the Nest Hello from the house to eliminate the wiring, transformer, Chimes, and Chime adapter as variables. I connected the Nest Hello to an Independent 24 V AC transformer and reconnected to the network and Nest App. Upon pressing the button exactly the same failure occurs. The problem is indeed the Nest Doorbell. Resets, and Factory Resets don’t fix it.

 

I have many Nest Products in two homes and feel trapped by Google/Nest. I have 2 Thermostats (one thermostat had to be replaced by warranty as the WiFi failed), 10 Smoke Detectors, 2 outdoor security cameras, one App, and this one doorbell!  I would like to buy a Ring Doorbell, but really do not want a second App!  Do I have to spend another $230 to replace this Nest Wired Doorbell!  If I do, it will be my last Nest Investment, and future homes will go to another technology.

Brad
Community Specialist
Community Specialist

Hey there,

 

I just wanted to jump in real fast and thank you for your feedback. I fully understand how frustrating this situation has been for many of you. I am afraid I do not have a fix for this issue. I have definitely forwarded your feedback thus far, but if you have more please feel free to submit your feedback to us. I've put instructions for feedback below.

  1. Open the Google Home app

Google Home app

  1. .
  2. At the top right, tap your account.
  3. Tap Feedback 

and then

  1. tap the type of device you'd like to submit feedback for.
  2. To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
  3. In the feedback summary, write a brief description of your issue.
  4. Be sure to check the box for Screenshot and System logs.
  5. To submit feedback, at the top right corner, tap Send 

 

If you need anything else, please let me know.

Best Regards,

Brad.

Lore4321nz
Community Member

How does providing feedback help us?  It seems to just help Google as they just collect issues to solve for themselves but not their clients. 

JBarthel
Community Member

I started having the same issue about 2 weeks ago.  Wired doorbell camera.  When someone rings the doorbell, the video locks up, no longer records, and I can no longer communicate through the app with the person at the door.  

Is google going to offer a replacement or do I need to switch to a Ring doorbell camera?

Awm
Community Member

The chances of Google doing anything for you outside of the warranty period is slim to none. For what it’s worth, Ring suffers from the same exact issue after a few years of use. Both doorbells are designed with a small internal battery that wears out at the 2-3 year mark.

JBarthel
Community Member

Thanks. Pretty crummy design.

I'd recommend reading this long comment section but I'll save you the clicks and tell you that if your Nest Doorbell is still under warranty then you can have it replaced, if not, then tough luck, also, Ring has the same exact problem, it's the internal battery, after being exposed to the elements it will eventually die and this is why when the doorbell is rung it shuts off for about 30 seconds and then comes back up again, the only solution here is to turn off the chime and turn on Visitor announcement, if you have any Google speakers then they will alert you if someone rings the doorbell. 

Thanks, I saw the comments about the internal battery, but didn’t see where anyone confirmed this is the issue. If so, it’s a crummy design in my opinion. There should be a way to replace the battery at a minimum.

Awm
Community Member

Here is my longer response outlining the full scope of the problem with some solutions…

Yes, there is a tiny battery inside the Nest Hello (Wired, Gen 1), that apparently wears out after 2-3 years. This batter was not disclosed in any known, customer-facing documentation. The battery is also not serviceable by the “average” person, though it can be replaced by someone with a willingness to tear the device apart. The battery can be purchased on Amazon for $12-$20. It seems that the doorbell camera uses this power to keep the device alive when it initiates a chime. Doorbells work by essentially short circuiting the transformer, which effectively cuts power to the doorbell. The battery in the video doorbells bridges the gap when the power is cut for a brief moment, keeping the doorbell powered on. That is why the doorbell seemingly functions fine outside of pressing the button and triggering the chime. So far it seems there are 3 options:

1. Replace the internal battery yourself

2. Disable the chime in the app so it doesn’t actually trigger a mechanical chime. It’s unclear how long this solution will last though. Furthermore, this solution doesn't help people who don't have a Google home device that can announce visitors as a replacement to a chime.

3. Purchase a new device.

While this is frustrating and I think it’s completely ridiculous to not disclose this or make it serviceable, my research indicates this problem exists in other Video Doorbell cameras, such as Ring. Clearly this is the approach that engineers took to get around the problem…which I don’t really think is an issue. What I find largely problematic is these companies not disclosing the fact this internal battery exists, giving the doorbell a short lifespan; and the fact it’s basically non-serviceable.  Practically the definition of planned obsolescence. Why not make it easy to service/replace? 

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

Nest Hello Doorbell (Wired, Gen 1) Replacement Battery: Battery Replacement for Nest Hello Vido Doorbell Wired NC5100US C1241290 1ICP7/17/26 (280mAh/3.7V) https://a.co/d/0uQbtTA

JBarthel
Community Member

Thanks so much for the info and links.  100% agree that the internal battery should be disclosed and it should be easy to replace.

I think I'm going to try to take it apart and replace the battery.

Joshawa
Community Member

This is the answer I was looking for. Thank you for taking the time to write it up in such detail and provide links.

Made an account just to say Thank You!

I spent 30 minutes on chat with Google customer service and they weren't able to do a **bleep** thing, or offer any assistance with warranty or discount off a new one. What a joke. This company can censor search results with algorithms, yet can't back their faulty product.

jazzbea
Community Member

You sound like a professional. The Nest Doorbell ring part does not work perfect every time. However, the camera does work, I guess that’s because I pay a monthly subscription. lol

We spotted odd footprints in the snow and were able to track where they came from. That was invaluable. 

Lore4321nz
Community Member

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