Nest Hello Gen 1 doorbell will not connect to existing home during setup will connect to new home

[Nmoskaluk]

I have a nest hello gen 1 that has been on my account for years. I had to reset the device recently due to a wi-fi connectivity issue. After removing the device from my account I attempted to re-connect the device to my existing home. After getting through the steps to complete the installation I get a NC009 error message about adding the device to my nest account. At this point the setup fails and the device is not configured within my existing home. 

If I add a new home and setup the device, on the same wifi network as the old home, the device connects to my account and completes setup.

Google's solution to this is to migrate all my other devices; cams, doorbells, protects to my new home. However, I have a 60 day nest aware subscription and do not want to lose my history on the other devices. 

Has anyone had this issue before and how was it resolved?

Thanks.

[EmersonB]

Hi Nmoskaluk,

Thanks for posting here in the Community. To confirm, have you tried resetting your Nest Doorbell to the factory default? What is the light status of your Nest Doorbell?

Give these steps a try:
 

• Turn on Airplane Mode on your phone, then, turn on Wi-Fi on your device while Airplane Mode is on.
• If you’re using a firewall, try temporarily lowering its security level to allow the app to add your product to your network. You should also temporarily disable MAC address and IP filtering. If you don’t know how to do this, contact the person or service provider who set up your firewall.
• Reset your Nest Doorbell to the factory default. Remember that all of your events history will get deleted after the reset.
• Try setting up with your Nest app.

Let us know how it goes.

Regards,

Emerson

[Nmoskaluk]

Yes, all of these steps were attempted. As my post stated, the only solution that works is adding a new home structure.

[janthadeus]

Hi there,

Got it — thanks for sharing that with us. The other work around is to remove other Nest devices (thermostat, protect, etc.) to eliminate weaving connection issues, because your doorbell gets the Wi-Fi information from these devices during pairing setup. In the meantime, do you still have other questions and concerns?
 

Thanks,

JT

[janthadeus]

Hey there,

It's me again. I want to check if you still need help. Don't hesitate to reach back if you do.
 

Regards,

JT

[janthadeus]

Hi there,

I haven't heard from you in a while so I'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Best,

JT
 

[janthadeus]

Hey there,
 

Checking in — how’s it going? Did you get a chance to try the suggested steps provided by Emerson? If so, how did it go? Let us know if you need more help.

I appreciate your help here, Emerson.

Thanks,

JT