Nest Hello NC009 error

[jweswarren]

Got a new in box Nest Hello doorbell.  I don't know what Gen it is, but can tell you what it looks like.   I feel like I followed instructions to the T, that came with it.  I can't get it to connect to my home network.  Tried at least 20 times.  Help please.  Below is what I tried.  I have ATT Fiber internet in Fort Worth.

1. Disable WPS
2. Enable WPA2 and WPA3
3. Set up connection to both 5GHz and 2.4GHz, neither worked.  Doorbell is about 10" from modem.
4. Factory reset doorbell.
5. Tried to add it to two different google accounts, thought it may be something with my account.
6. I have blue light, seems to be connected correctly and getting enough power.
7. Restarted everything, Modem, App, Doorbell (disconnect/reconnect power)

[BeulaA]

Hi @jweswarren,

Thanks for posting to the community! I understand that you are having trouble connecting your Nest Hello to your Wi-Fi. Despite attempting the setup 20 times and following the instructions provided, it still won't connect and shows the 'NC009' error message. I know how important it is for your devices to work as expected, and I appreciate the effort you've put into troubleshooting. Don't worry; I'm here to help.

To better assist you, I’d like to gather a bit more information:

• I see you have a Nest Hello. I’d like to confirm which specific generation it is. You can use this article to identify it: Technical specs for Google Nest cameras and doorbells.
• Is the blue light on your doorbell solid or flashing?
• Are you using the Google Home app or the Nest app to manage your doorbell?
• Are any other devices experiencing issues with the Wi-Fi, or is it just the doorbell?
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the doorbell you want to pair?
• Could you please provide a detailed description of the factory reset procedure you followed?

Any additional details you can provide will be very helpful in finding the cause.

Regards,
Beula

[jweswarren]

• It is the Nest Hello. 
• Blue light is solid ( when setting up after I factory reset, during setup believe the light goes away, but not sure). Never saw flashing blue light.
• Nest App (per instructions in the box)
• All WiFi connected devices are working normally
• No
• Insert pin in reset hole for about 10 seconds. 
   

[jweswarren]

Does it have to be connected to a 2.4 GHz network? Or can I use a 5GHz?

[BeulaA]

Hi @jweswarren,

Thanks for your response and the information provided. To help resolve this, I’d like to confirm: when you performed the factory reset, did you follow the steps exactly as listed below? If not, let’s try it:

1. To remove your doorbell from its base, insert the release tool (or an unfolded paperclip) into the hole at the bottom. Tip: Do not unscrew the wires attached to the back of the camera.
2. Hold down two buttons on your doorbell for about 10 seconds:
• Hold down the reset pin on the back (using your tool or paperclip).
• At the same time, hold down the main doorbell button on the front.
3. Your doorbell will chime and the light ring will spin blue, flash yellow, and then turn off. You can then release both buttons.
4. The reset is complete when the camera chimes again and the light ring starts slowly pulsing blue.

Once the reset is finished, please set up the doorbell again by following the steps in this article: Install Nest Doorbell (wired).

If the issue persists when you try to add the doorbell, let's try creating a new home structure and adding the device there. Here's a helpful article about how to  Create a home.

Regarding your question about the internet connection: you will need a broadband connection with a minimum of 2 Mbps upload speed for each Nest Hello in your home.

Keep me posted.

Regards,
Beula