Nest Hello Doorbell video cuts out when button is pressed

[Dazman63]

There was no selection for 1st Gen so I had to select 2nd Gen.

I just found out by chance my wired doorbell has a battery and this is a known issue.

What is Google doing to resolve this issue?

I’m not buying new doorbell and I shouldn’t have to replace the battery.

[MplsCustomer]

@Dazman63 

The internal batteries on all three of our Google Nest Hello Doorbells have now failed. When this occurs, the doorbell goes offline for about a minute whenever the doorbell button is pressed. The thread below--with over 1,000 replies--recounts the stories of other customers with the same issue.

Since Google Nest says they "cannot" replace such doorbells if they are past the 1-year warranty, for over a year now we have been using the workaround of turning off the "Indoor chime" option, which keeps the doorbell from going offline. Since our doorbell chime is no longer rung, we instead now rely on "Visitor announcements" (https://support.google.com/googlenest/answer/7672451) on our Nest Hubs and Nest Mini.

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Hello-Doorbell-cuts-out-when-butto...

The battery is not designed to be user-replaceable; you have to pry open the doorbell to replace the battery, as documented here:

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

We're also using silicone "skins" from Amazon to cover the peeling shards on two of our Nest Hello doorbells. The good thing, however, is that all three doorbells continue to work.

[EmersonB]

Hello everyone,

@Dazman63, thanks for reaching out here in the Community. To further isolate this issue, I'd like to confirm, what troubleshooting steps have you done so far? Did you upgrade your transformer when you installed your Nest Doorbell 2nd gen wired? Try restarting it. In case you're still getting the same issue, you may reset it to the factory default.

To learn more about reset and restart, you may visit our public article about “Restart or factory reset Nest camera or doorbell”.

I appreciate the help, MplsCustomer.

Regards,

Emerson

[SandJSmith]

Please explain further how resetting the doorbell to factory settings will recharge a dead battery? 

[SandJSmith]

I’ve had the same issue for several months now. Extremely frustrating to see 2 massive help discussion threads on this exact issue from as far back as 2021 that have been closed claiming the issue was resolved when in fact Google has turned a blind eye. They refuse to admit the wired doorbells contain a battery. All of our devices are past warranty, conveniently. So thousands (based on the number of submissions between the 2 threads) of users are left with crap devices because google is choosing to stick their head in the sand. Give. Us. A. Real. Solution. 

[Dazman63]

I’m going to test the doorbell again because during the colder weather this issue started. We’ve had colder weather in the past and have had no issues.

The transformer wasn’t upgraded because the voltage was within the acceptable range.

I didn’t realize the doorbell, mine is 1st Gen, had a battery. I purchased a new battery and will replace it if the problem persists.

If you’re not able to replace the battery yourself you have no choice, but to buy a new doorbell, which is not right.

[EmersonB]

Hi folks,

@Dazman63, the Nest Doorbell (wired, 2nd gen) has higher power requirements than most doorbells. You need a transformer that is rated for 16-24 V AC, 10-40 VA to provide enough power to your doorbell. If you've already installed your doorbell and you see a blinking yellow light on the front, your doorbell isn't receiving enough power.

@SandJSmith, try charging your Nest Doorbell 1st gen by connecting it to a USB cable then monitor its behaviour.

Best,

Emerson