Nest Hello not booting up properly

[rhume]

Hi, I am trying to install a Nest Hello wired video doorbell. The doorbell is wired to an 18V video doorbell specific supply. It powers on and the blue light pulses a number of times then it turns off and the small green LED flashes and the whole process starts again. It is almost as if it keeps rebooting. It will not connect to the nest software on my phone via bluetooth. I can also not reset the doorbell using the small hole on the back and the big button. It just turns off and then starts going through the same routine again. It never makes a noise to show it has reset. Any help appreciated.

[Enrico_Falcone]

Hi, I have the same behavior on my Nest Hello. Postning to follow the thread. If you solve it please let me know. I am suspecting a HW issue with the Nest Hello.

[rhume]

Was on the chat with the engineer's. They kept taking me through all the things to try to connect the doorbell to the nest app even though I told them it was not behaving as it was supposed to on boot up. In the end they told me to use another phone for set up. This does not work either. Suspect that the unit is broken from new.

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Please let me know if you need further assistance. 

Best Regards, 

Brad.

[Enrico_Falcone]

Hi, I still need assistance to solve this issue. To me it this matter seems unsolvable but I hope on your magic skills.

Best Regards

Erik

[Brad]

Hey folks.

I am sorry to hear that you are still having the same issue. I would suggest possibly try adding it to a new home first, then you can delete it after and then add it to the correct Home. I have seen that happen with a similar issue and it seemed to work for other users. Factory Resetting the device may help even if it is brand new.

Best regards,

Brad.

[rhume]

Hi, The unit will not factory reset using the reset button on the back and the main front button. It never seems to boot up properly. 

[Enrico_Falcone]

Hi, the same goes for my unit 😞

Best Regards

Erik

[Borna]

I recently purchased a nest wired doorbell from costco and I talked to nest tech support, and I went through reseting the doorbell while it is connected to the USB power supply, but that didn't help either. The unit shows yellow light then blue light for a short time and then goes off and the green led starts blinking. This behavior happens over and over again. Tech support told me my unit is faulty and it is constantly rebooting. I should return the unit.

[Brad]

Hey folks,

I wanted to remind you of some Important things to know before you factory reset. After you factory reset your camera or doorbell:

• Your camera will forget your Wi-Fi network name and password.
• Your camera will be "Offline" in the app. You won't be able to use it until you remove it from the app and reconnect it.
• Any custom camera settings will revert to default settings.
• If you want to save any video footage, before you factory reset, create video clips or timelapses and download the files to your phone or computer.
• If you have a Nest Aware subscription and you plan to continue using your camera or doorbell with the same account, do not cancel your subscription.
• If you plan to get rid of your camera or add it to a new account, before you factory reset, cancel your Nest Aware subscription. After you cancel, your camera's entire video history, Activity Zones, and snapshots will be erased as soon as you remove your camera from the app. Once your video history and snapshots are deleted, they're gone forever. They cannot be recovered. We do not keep backups.

Important: Because a factory reset permanently erases the items listed above, we don’t recommend doing it as a troubleshooting step until you’ve tried restarting your camera and other troubleshooting options.

[rhume]

Well Brad, All this would be a problem If I had managed to get it to connect in the first place!! I guess my unit must be broken straight out of the box.

[Brad]

Hey folks.

I am sorry to hear that some of you are still having this issue! I am afraid this is still an ongoing issue. If you have a method that has cleared this issue, please feel free to share it. In the meantime, restart your device and Factory Reset it if you have too to test that it has been fixed. Please also verify that the device is installed correctly and receiving the correct amount of power.

Best regards,

Brad.

[zvm]

I've been experiencing the same issue for about a week with Nest Doorbell that I've had for a couple years. Before it stopped booting it would go offline for a few seconds, then it would come back online and upload video for about ten seconds, then repeat with less and less upload time until no video was uploading.

When I went outside to look at the doorbell, I had the same behavior that rhume described, the light ring would pulse blue for a few seconds, then the status light would flash green, and all lights would shut off for a few seconds.  This just keeps repeating.

[benzotk77]

i had this issue when i got mine and resolved but cannot remember how.  I changed SSID and its happening again, when I figure it out ill post update

[benzotk77]

I unhook and connect via USB to computer and then re/attach.  Golden.  Ive seen a TON of people asking this same exact question.  Google really needs to step up in the CS department.  These things cost entirely too much money to have this kind of piss poor support and literally no troubleshooting documentation 

[benzotk77]

Also check your ISP gui and make sure it isnt connected to 5ghz

[zvm]

To follow up:

1) This issue is still occurring: see this YouTube link for the reboot behavior: https://youtu.be/8u0hjTBg25I

2)This did begin when temperatures dipped below 10 degrees Fahrenheit for several days despite not causing issues in years past.  Even after bringing inside and connecting to power no difference was observed.

EDIT: Power Supply is providing a solid 24 VAC and there is not a chime involved.

[benzotk77]

I ended up having more issues but I just got it fixed.  Resetting via push button did not work and putting pin in back and holding button didnt work either.  I have a wired device and luckily i have a surface so I connected it to surface while still hooked up to power and it finally reset and went into pairing mode.  Hopefully this helps some of you

[jmkalfut]

I am having the exact same issue as zvm above.  Was working fine for a few years, then was glitching out… now won’t boot up all the way and stuck in a loop.

[jcappellino]

This started happening to my Nest Hello Doorbell yesterday.  Lights are off and doorbell is not responsive (wired chime), pulses blue for about 5-10 seconds (wired chime is responsive during this time), and then the lights turn off, again.  This repeats over and over.

I have tried restarting the device using the reset pin as well as disconnecting the power from the back of the unit for over 10 seconds. My next thought was to factory reset the device, but that would lose all of my data, and, based on what I'm reading above, I'm not sure it will actually get to that point.

The current software version is "4110054".  I'm not sure if there was a recent update that caused this, but nothing has changed in the house since this started happening yesterday.  The only other thing I can think of, is that the temperature is here have been well below freezing for the past couple of days. That being said, I've had this for years and this has never been a problem before.

[Dannycheeko]

Agreed. Exact same thing started with mine as well. Unmounted and plugged into power outlet and it keeps rebooting.

Either the device crapepd out due to the cold OR a software update bricked it.

Software version 4110054

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue.

Please let me know if you need further assistance. 

Best Regards,

Brad.

[jcappellino]

Yes. This is still persisting after 48 hours.

Is there anyway to downgrad/upgrade (if available) the version is it's continuously boot-looping?

[jmkalfut]

Mine started to work again after like 6 hours.  Seems to be operating just fine without the skips in video either.  Not sure if it was the cold of a software issue.

[jcappellino]

I'll restarting the device now that it's warmer today.

[jcappellino]

This did not work.  It's still boot-looping.

[Brad]

@jcappellino

Are you using the new 2021 Nest Doorbell (battery)? Or the original Nest Hello doorbell (wired)? Have you attempted to try and Factory Reset the device? 

Best regards,

Brad.

[jcappellino]

It's the original Nest Hello doorbell.

I just got off with Nest Tech Support.  We tried all of the standard steps (the only one I couldn't do right now was check the voltage to the door): checking wires, connecting to USB, restarting, and factory reset.  None of them worked, as the device won't stay on long enough to allow for the hardware interrupt.
Unfortunately, the device is out of warranty and they would not replace the device.

This may "work out" as my mom recently got the wired doorbell, but the voltage is too low and we can't find the transformer (we think it's buried in the wall, but can't confirm unless we cut it open and actually find it).  So, I may just order the battery one and she and I will swap.

Not what I was hoping for.

[mikem09]

Did you just leave it plugged in?  Wondering what else I can try to do to revive mine, if at all possible.

[jmkalfut]

I cut power to it for like 5 minutes after it was skipping video recording serval times per minute just to reboot.  Once I restored power, one door bell came up just fine (the one that was working fine before), but the skipping one got stuck in the boot loop others described.  It was late, so I went to bed and just left it.  Came back online like normal about 5-6 hours later.  Working ok since then.

[mikem09]

The more I keep reading about it I'm wondering if something is up with the internal battery.  My unit won't do anything around the ring, I just have a solid green light at the top.  I'm in Upstate NY so like you said, it's been rather cold here the past week or so.  But I've had the unit about 18 months and had no issues.  Wondering if I leave it plugged in over night it may resolve by the morning.

[rhume]

In the end I have given up on mine. Sold it as not working. Obviously a hardware fault.

[Brad]

Hey Folks.

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.

[Enrico_Falcone]

Seems that I am heading ito a dead end with this issue, next step might be to open the unit. I have a strong feeling that this problem originates in the build in battery. Does anyone know the spec. of the battery, or how I can find it?

[Brad]

Hey there,

I just wanted to jump in real fast and thank you for your feedback. Please feel free to submit your feedback to us. I've put instructions for feedback below.

1. Open the Google Home app

1. .
2. At the top right, tap your account.
3. Tap Feedback 

1. tap the type of device you'd like to submit feedback for.
2. To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
3. In the feedback summary, write a brief description of your issue.
4. Be sure to check the box for Screenshot and System logs.
5. To submit feedback, at the top right corner, tap Send 

If you need anything else, please let me know.

Best Regards,

Brad.

[mikem09]

I am literally having the exact same issue.  Solid green light on top with no blue ring or any feedback when completing the factory reset.  Was working fine up until the doorbell was pressed last night at 7:30PM.  Spent at least 3 hours on the phone with tech support only to find out "sorry, you'll have to buy a new unit".  Unacceptable response from a company that sells a device upwards of $250.  Concerned that the other $1000's of dollars I've spent on their equipment will be rendered useless shortly after the warranty periods expires.  The most concerning being the smoke/CO2 detectors they sell....  A reasonable response would be greatly appreciated as I, clearly, am not the only one experiencing this issue.