Nest Hello Visitor Announcement stop working

[WaffleJP]

I have a nest hello for 2 years and I have a couple of google nest hub max and google home mini around the house. Recently the visitor announcement stops working on all the speakers and displays. Display products will show the video feed but they will not do the visitor announcement. We've missed a couple our visitors because of this issue so we definitely want to get it fix asap. 

I've tried the following:

1. restart doorbell and display products: no help

2. factory reset doorbell and display: no help

3. Uninstall home app and reinstall the app: no help

4. remove doorbell and display from the home app, uninstall home app, reinstall home app and re-add doorbell and display back: no help

5. I made sure all devices are on the same home and are on the same wifi network

Is there anything else I should try? Thanks in advance. 

[MplsCustomer]

@WaffleJP 

Does your Google Nest Hello Doorbell also go offline for a minute when the doorbell is pressed? If so, it may be that the internal battery (yes, it has one!) has failed on your doorbell, as it has for so many others. If this is the case, turning off the "Indoor chime" option disables your doorbell chime, but the doorbell will no longer go offline when it is pressed.

This has happened in succession on all 3 of our doorbells. Here is a VERY long thread on the topic; it's been locked for some time now:

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

[WaffleJP]

My doorbell will not go offline when pressed. the indoor chime option was never turned on as I don't have any indoor chime. I solely rely on the display and speaker products as the chime. Therefore this issue is kind of annoying. Hopefully someone has a solution to it. I don't believe it's a HW issue as all products work fine individually. It must be some kind of SW bug.

[MplsCustomer]

@WaffleJP 

If it's a software bug, it's not affecting our 3 Nest Hellos yet.

You could try a simple reboot by briefly turning off the circuit that includes your doorbell for a minute, so that your doorbell turns off and restarts.  We've done that a couple of times over the years to fix anomalies in on or the other of our doorbells.  It's no guarantee that will help, but it can't hurt.

[WaffleJP]

Thanks for the suggestion. I've reboot/factory rest the doorbell multiple times during my debugging with no luck. I've also done the search online for the similar issue on Nest doorbell. Tried them all and all failed. Not my lucky day.

[MplsCustomer]

@WaffleJP 

Ouch!

[WaffleJP]

I decided to contact Google support directly and they managed to fix the issue. Great!
This is what they asked me to do:

1. factory rest one of my display/speaker products

2.set it up again in google home app and give it a new name

3. give the command "hey google, sync all my devices" to the newly setup device. 

Now everything is back to normal. So I have my fingers crossed that the issue will never come back. 

[zoeuvre]

Hi WaffleJP, 

I'm happy to hear that everything has been sorted out. Since we can now consider this one complete, I will be locking this in 24 hours if we don't hear back from you again. Feel free to start a new thread, and we'll be happy to help.
 

Thanks for your help, @MplsCustomer. 

All the best,

Zoe