Nest Hello mic not working and camera reboot when doorbell pressed

[kc7cpj]

When doorbell pressed the unit resets. Also audio no longer works.

[MplsCustomer]

@kc7cpj

If your Google Nest Hello Doorbell is a year or two old (or older), you might have the same failing internal battery that many of us have; it causes the Nest Hello to go offline for a minute or so whenever the doorbell is pressed. Google Nest says they "cannot" replace them if they are beyond the 1-year warranty. The only workaround is to turn off "Indoor chime" and rely on "Visitor announcements" going to Nest Hubs and Nest Minis.

See this thread with over 900 replies:

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

[aatienza]

Hey folks,

kc7cpj, I’m sorry to hear you’re having trouble with this. No worries, we'll check this out. When did it start happening? Is the doorbell in a case or housing? Has the doorbell suffered any drops or impacts? Has the doorbell been exposed to outdoor weather? Also, Is it exposed to direct sunlight for extended periods of time?

I appreciate the help, MplsCustomer.

Thanks,

Archie

[kc7cpj]

Doorbell is mounted on porch, no direct sunlight, north facing in dry climate, no water or weather moisture as it is up on covered porch.

Started Happening a few months back and I first noticed the lack of sound when viewing live, if I recorded a clip I could rewatch with sound. Also people at door could hear me but I could not here them.

2nd issue. When they press the button it resets. I was not aware of why this was happening but realized when home I would get an alert but never heard the bell.

Once I found this I tried to power cycle, tested AC voltage at 26vac, cleaned and reterminated the wires it was still having the issue. I then got a USB plug which fit and it did the same thing.

Not sure what to do as I pay for a subscription for my nest devices but only had this door bell since 2020. Should not have to replace every two years.

Thanks.

[aatienza]

Hey there,

I'm sorry for the delay and trouble. What's the make and model of the phone you're using? What's the software version of your Nest camera?  Could you follow the steps below and let us know how it goes?

1. Check the volume on the device where the live or recorded video is being played and make the necessary adjustment if applicable.
2. Verify that the audio settings on the app is correct :
   • On the Home app, tap the doorbell or camera >​​ Settings > Audio, and toggle the Microphone on.
3. When applicable, adjust the volume slider until you're satisfied with the audio.
4. Confirm if the audio issue happens on other mobile devices or computers.

Thanks,

Archie

[aatienza]

Hi there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

Thanks,

Archie

[aatienza]

Hey everyone,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks,

Archie