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?

[RetXpres]

Will Google ever admit there is a flaw in their product? You think by now they would…  

[Gelwithmel]

If Google does not resolve this issue its going to leave all customers that invested in their Nest camera ecosystem mad. I am paying hundreds of $ for Nest Aware and if its not doing what its supposed to do then maybe its time to move to Amazons Ring

[Black02wing]

Well I bought mine in 7/18?? around then and installed it when the house was finished in 9/18, it started the reset/freeze 11/21 didn't think much of it but when time permitted i found the work around and this msg thread. I ordered a battery and will replace it myself since there is no warranty for a product that has a built in life expectancy. I bought into this doorbell and camera system and never expected to have to replace items after 2-3 years. For some the battery replacement is not an option unless you can do it yourself or have a fixit shop do it and then you might as well but a new one and that Sucks. It doesn't say on the box must throw away in 3 years

[DPNY15]

Have you been able to replace the internal battery?  I bought a battery on eBay, when I broke down the Hello doorbell, the battery itself was the same, but the internal Hello battery has 2 cable connectors, the eBay replacement only had one cable connector.  One of the cable connectors of the internal Hello battery was soldered on, and anyone without electrical experience likely cannot perform do this accurately with confidence.  

[Black02wing]

Waiting for battery i plan on following this guide https://www.ifixit.com/Guide/Nest+Hello+Battery+Replacement/131729

[Toddow21]

I replaced the battery a couple of days ago using that guide. It was not too difficult, there were no soldered connections so not sure if you had a different version or something. Mine went exactly like the instructions show. I used a spackle knife instead of the ifixit gadget they use and it worked well. Anyways, happy it is working again, not so happy with Google's response to all of these clearly not coincidental issues. Once this battery (inevitably) dies, will not be replacing with another Nest device to be sure. 

[DPNY15]

Did the original Hello battery you replaced have 2 connectors?

And the battery you bought had 2 connectors already?  If so can you send me the link as to where you purchased a new Hello battery with 2 connectors?

[Black02wing]

You only need to follow Steps 1 - 3 and then you can swap the battery out.as per one of the other members

[carlk]

BTW, here is the battery and it even comes in a fancy little box...:)

[DPNY15]

Yes, I tried that but my original old dead battery had 2 connectors, the one I purchased only had 1 connector.  Does it work only connecting with one connector?

[carlk]

Mine worked the same as the directions in the link above.

[rheostaticsfan]

I just had the worst chat with google support. They insulted me (called me a liar) and told me the problem was in my wiring (when it had been working flawlessly before exhibiting this common behaviour a week ago). 

Honestly, I've been pretty solidly entrenched in the google ecosystem...but I'm so livid about this "support" experience that I'm considering jumping ship to apple.

Good luck to you all.

[DPNY15]

I think the solution is that if you buy another Hello, you tell them about this problem right before your warranty expires so they send you a new one, and you keep doing it over and over until they fix the problem.

[carlk]

Send them the link to this.  I think each support person that folks have gotten, have either not been aware of the issue or pretend not to be because it sounds like everyone gets the same run around and final result.

[Black02wing]

User Brad says they are monitoring this closely and will have , Well I don’t know I’ve filled out there forms posted here and it’s still going to cost me for something that was planned obsolescence so you have to buy new

[Theooo]

I’m also going to try to replace the battery. Useless brick right now. Replacement battery for Dutch users: https://www.subtel.nl/batterij-voor-google-nest-hello-nc5100us-1icp7/17/############mah-vervangende-...

[ryann]

Having the same issue and found this thread. Software version is 4110054 and purchased in August of 2020. Video cuts out shortly after the doorbell is pressed. is the only solution disable indoor chime or replace battery?

[carlk]

yep...that is the  only solution unless you are still under warranty and then they will replace with a refurbished doorbell.  Disable indoor chime, replace battery, buy a new one, or replace if under warranty.  Those are the options.

[MplsCustomer]

Our oldest Google Nest Doorbell (18 months - 7/30/2020) just cut out today when the doorbell button was pushed for a delivery. We first received a "Person" notification, and then a "Doorbell ring" notification, but the doorbell press caused the video to hang.  The "Doorbell ring" event shows as a solid grey box in the Google Nest app; when selected, it shows video with no one at the door.

So far, it's been just one occurrence that has not repeated.

[Gelwithmel]

What was the outdoor temperature

[MplsCustomer]

@Gelwithmel 

I think it was about 5 degrees above zero Fahrenheit.  So far it hasn't repeated.  But judging from all of the other posts here, it's probably just a matter of time before it starts to fail more often.

[Gelwithmel]

So I ran a test today. Went into the Nest app and turned off the chime. Selected yes to electronic chime so this way the door bell rings on my phone and Alexa and Google speakers. So far when I pressed the door bell the video did not hang. Seems like the extreme cold does not perform well with depleted internal battery. I will observe over a few days and report if this is a temporary fix

[yukoncornelius]

How do you get your Alexa to notify you?  I though Alexa didn't work with Google? 

[Gelwithmel]

Sorry I meant chime and voice notification  on Google speaker and view of who is at the door on Echo Show to put it precisely. 

[MePhiMe]

This has been happening for me as well in the last 3 months however I don't believe it is the cold that is the issue as it started during warmer weather. I think Google pushed out a software update that has broken the existing functionality. As for what triggers it? Who knows. Why they don't simply push out a roll back I do not know. Heaven forbid they respond or give any information as to what they have learned out think the issue might be.

[MePhiMe]

Oh and my Nest is hard wired and no electronic chime.

[corpserv]

Same issue with doorbell not ringing and camera cutting out when doorbell pressed.  Checked transformer, replaced chime with no change.  Had to change setup so that my Hub devices would ring instead.  Worked as it should have for a couple of years, but based on all of the similar issues, this can only be fixed with a replacement.  I am lucky to have several Hubs in the house because I am not going to buy another doorbell camera since I can likely expect the same result in another couple of years.

[MePhiMe]

I did the same with the turning off the Internal Chime. I have 4 Google Home minis I picked up when they were $15/hr over the holidays last year and they announce it and it goes to my phone. Just a shame that Google hasn't stepped up. I still think it is due to a software issue.

[MohitM]

Same issue with mine. Worked fine for a year but now when someone presses the button, video tries to load but never ends up loading. Otherwise Doorbell camera works fine if I go in nest app. Looks like issue is with the software or the bell itself rather than anything else with so many people facing same issue. 

[jaycray]

Add another one to the list. 2019 Purchase. New 16V/30VAC transformer installed with no improvement. 

Currently waiting on battery from Amazon/China.

[atrain1]

I am having this issue as well. 

[Jtaylor13]

I stopped expecting Google to do anything to support their customers, if they wanted to fix the issue or recall it and replace it, they would have already done it. They know and monitor this forum and plenty of others. It's not worth their time or money to be aggravated with us and our issues. I expect them to stop selling the items pretty soon and discontinue them like they do a lot of other items and programs. They don't really stand behind their software or their hardware very well. But when you get to this size of a company, no one really can force you to do anything to take care of customers very easily. I won't be buying anything else Google related. I'm already starting to switch out my house to Amazon stuff. Which is probably not much better but Google I think is going downhill tremendously.

[Mattz]

Besides Google, any other good brands you recommend? I have heard about Ring, Arlo, etc. Does anyone know pros and cons among these products? Thank you in advance.

[jaycray]

I just ordered Eufy Doorbell Dual from here.

No more fee, and backed by a company that actually stands behind their products (Anker/Eufy)

[mmarkm315]

At this point, just turn the chime off and use Google Home/Devices for the doorbell to ring to. This should be the default setup already. No need to have that chime hooked up. 

This is clearly a software issue. I really feel bad for people spending time and money to replace a battery. 

[rick44]

I've tried turning the chime off, resetting the device, replaced the transformer, replacing the battery, none of them worked. I ended up with a doorbell that worked great which then went to a doorbell where the camera would be on one minute, "offline" another minute and cycle through that and then it finally just hit a stage of saying offline no matter what. Take it off, plug it in via USB and everything worked fine with it. Configure to be a limited device and set it back on the door and failure. Brand new doorbell installed my wife bought and everything works fine with no offline issues. Glad Google doesn't make my tv's yet and I have to replace those every 3 years too.

[DPNY15]

It isn't a software issue.  People on here have replaced the internal battery and have gotten results. 

Some people want their old chime to work, and don't want to buy more Google products placed around their home to make a doorbell work. 

It is a battery issue because when the doorbell is pressed, the power required to send the signal to the chime and to turn the camera on is more than the doorbell chimes are wired for (16v-24v), so the internal battery acts as a power surge reserve. 

When that battery dies, this malfunction occurs.  This battery is a lithium battery and lasts 2-3 years depending on temperature and use.  Nest HELLO was released in 2018, it is no coincidence that in 2021/2022 this problem is now occurring everywhere.

[rick44]

My favorite part of this is it's because of a battery. When the new one we ordered arrived, there were no labels on my box indicating that a lithium battery was being shipped. I thought if you shipped batteries, you had to indicate on the outside of the box that a battery was being shipped. Looking thru the manual's that came with it and the box, there is no mention of a battery. I purchased a WIRED doorbell for a reason. Now that I know this relies so heavily on a battery, I know what I will be looking for when I change ecosystems when my current devices fail. For it to have to rely on a battery inside of it to function properly for a WIRED device is frustrating. I can't wait until the next round of wired Pixel phones come out that I have to have plugged in at all times 

[Awahnee]

I just thought of something -- my wire happens to be 4 pair phone wire, only using the single pair for a traditional doorbell (mechanical chime).  I just thought, what if I could use another pair to deliver constant juice at whatever specs the battery is supposed to provide?  That is what I thought the special little egg shaped doodads were for that you clip to your wires when you install these -- I assumed it was a big capacitor or something so that a battery would not be needed.

Such a dumb design.

Engineer: "sir, these won't last two winters..."

Nest founder: "who cares, we'll be bought up by Google by then!"

[Black02wing]

Im still waiting on the battery, it's on it's way from China. lol