Nest Hello offline

[Campfam6]

My wired Nest Hello camera suddenly shows offline. First I restarted my router and that didn’t work. I’ve tried restarting the camera with the reset button on the back, but that didn’t work. Then I even went as far as trying to do a factory reset by pushing in the reset and chime buttons at the same time for more than 10 seconds and that didn’t work either. Anyone got any other ideas? Thanks!

[janthadeus]

Hi Campfam6,

Thanks for visiting the Community. My apologies for the late response here. I'm sorry if your Nest Hello doorbell is offline, thanks for trying. Let's figure this out. What's the status light of your doorbell camera? When did the issue start? What WiFi frequency band do you try to connect to (2.4 GHz or 5 GHz)?  How far is the camera from the router? Also, are the wires securely seated into your doorbell? 

Looking forward to your response.

Thanks,

JT

[Campfam6]

So I unplugged it from the power and got it working for a couple weeks again, but now that’s not working and it has a rapidly flashing green light on it. It’s connected to a 2.4ghz wifi about 15-20ft away. I made sure the wires are seated nice and tight, but still getting rapidly flashing green light. I have tried resetting with the buttons again but no joy.

[janthadeus]

Hi Campfam6,

Thanks for following up and I appreciate you for trying. It looks like your doorbell isn't getting any power from the transformer. The doorbell ring must be a pulsing blue light which is an indication that it's ready to be connected to your Nest app. Do you have an Android or iPhone? Did you remove your doorbell from the Nest app? Do you have a computer to connect your Nest Hello doorbell? Also, was there an error message/code you received?

Going over the steps here might help:

• Use the included USB cable to plug your doorbell camera directly into a USB port on your laptop computer. Check if the ring light pulses blue.
• Move your doorbell closer to the router at least 3 to 5 feet while it's plugged into the laptop computer.
• When the doorbell reconnects to the WiFi, put it back to the mounting plate and ensure the wires are seated properly into the doorbell.

Let me know if that helps.

Best,

JT

[Campfam6]

Plugged in to a USB port on my computer and still am getting the same rapidly flashing green light on the front. Does this mean it's possibly a malfunctioning device and not software related?

[janthadeus]

Hi Campfam6,

Got it, thanks for trying. Yes, it looks like your Nest Hello doorbell (wired) isn't powering up. Did you notice if there was a blue pulsing light? If there's none, let's check this out — could you please fill out this form so we could further investigate?

Looking forward to your response.

Regards,

JT

[Campfam6]

It's ok, I'm pretty sure it's shot. I went ahead and bought a new one and got it today and hooked it up. It's working great, so far.  Thanks for trying with me. 🙂

[janthadeus]

Hi there,

Thanks for following up. Sounds good! Glad to hear that. I really appreciate your efforts on this. If you have other questions and concerns, feel free to let me know. 
 

Thanks,

JT

[janthadeus]

Hi there,

It looks like we can consider this one complete, so I will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Best,

JT