Nest Hello showing offline in Nest app, "Idle" in Google Wifi, speed test = 400mbps

[js012595]

Last night, my Nest Hello wired doorbell went offline and hasn't come back online since.

I have factory reset the unit completely. I set it up again in the Nest app, and it was added successfully. The doorbell made the chime and green LED, but as I clicked "Next", the camera instantly went offline.

Sometimes when I pull up the app, it will tell me that the camera is off. I turn it on, then it switches to "offline" status. The doorbell itself constantly displays a dim white/bluish LED. The only time this changed was when the factory resetting the doorbell. In doing so, it seemed to act precisely as it did the first time I set it up with no issues. It has been working well for 2 weeks or so until last night.

I am using 3 Google Wifi points set up in passthrough mode on my AT&T Arris modem. I have rebooted all Google Wifi points and the modem. In the Google Wifi and Google Home apps, I can see the Nest Hello online, and connected to the main mesh access point. I can run a speed test to this device specifically and get 400+mbps each time, however, it is always in an "Idle" status.

The doorbell does feel warm, so I powered it off for an hour or so and plugged it back in.  This also did not fix it.  I also don't understand why it would go offline at 6am if the heat was the issue. Has anyone experienced this before or does anyone have suggestions?

[js012595]

Update:

The doorbell has not been warm like it was. I removed the device from my Home to attempt to set it up again in another Home, as I have had issues with Nest Protects and the Next X Yale Lock, where I could only get them to connect to the app by creating separate Homes for them. 

I now am unable to connect the Doorbell back to the Nest app. I have factory reset the unit multiple times. Each time, the chime button LED lights up yellow twice, then the light goes out completely. 

I attempted to set up the doorbell by using the code on the bottom. The app then asked me to verify the serial number from a list. This list never populated for me to proceed after trying multiple times and waiting 10+ mins. I was able to scan the QR code to set up the doorbell, but each time it tries connect to the phone app, I get the error:

"The app is having trouble connecting to your camera. Make sure you're close to it and that it's plugged into a power outlet. NC203."

The doorbell is getting power, as the LEDs are working. I have tried on both a Pixel 3a and Pixel 4a to set this camera up on multiple different homes  and it goes to the NC203 error each time.

I bought this thing a few months ago. Installed it a month ago with absolutely no issue. Then it stops working. I remove it from my Home, reconnect it with no issue, but then it goes offline as soon as it's added. So I try to remove it and add it again, but now there's an issue with the power? Is it about time for me to start shopping for another doorbell?

[Brad]

Hi there,

Sorry for my late response. Thank you for all of your patience while waiting for a reply. I just wanted to make sure that your issue is addressed. I am terribly sorry to hear that you ran into these issues. I would love to look into this for you and help find a solution that works for you. I just need some clarification first:

• Are you referring to the original Nest Hello Doorbell? Or the new Nest Hello Battery Doorbell?
• Have you tried to restart the doorbell at all? Or Factory Reset it?

Any additional troubleshooting steps you have taken and not stated thus far, would also be great to know. I look forward to your response.

Best Regards,

Brad. 

[js012595]

Hey Brad,

Thanks for the reply. I worked with Nest support and was eventually able to get past the NC203 error and add the doorbell back to the app. However, the doorbell instantly went offline and has not come back since. We are right back to where we were in the very first post of this thread.

Nest support was supposed to email me back yesterday with an update after troubleshooting with me, but I have yet to hear anything. 

Both questions you've asked me were answered in the first two sentences of the main post of this thread. It's a wired doorbell, and yes, I have factory reset it. All other troubleshooting steps are in the main post as well. 

[AlexaCustomer2B]

This forum sux. Moderators are not answering questions in a timely manner. I am having the same problem with my Nest Hello as the OP. I've had my Nest Hello (wired) for over two years. It's connected via the Google Home app to 8 Google Assistant minis. I use the Hello for the camera and it also serves as my doorbell throughout the house via the 8 speakers. I have no other doorbell. Presently I do not know if someone is at my front door or not bc the Hello is offline.

I went out of my way to buy Nest products bc at the time Google was in the process of acquiring Nest. I'm an Android user and thought by going with Nest for everything possible in my smarthome that I was ensuring that I would limit headaches due to connectivity issues. etc by non-Google owned manufacturers. Problem is the Nest Hello is having connectivity issues and I have seen enough complaints from others on the web to realize that something is not right with the Hello. One guy had even gone out and bought another one to replace the one that quit connecting. WTH??! That is the last thing I would do. If I don't come across a post with a solution pronto, I'm scrapping the whole **bleep** platform and switching to Alexa. 

This Help forum is no help at all. Going back to--you guessed it--Google Search to look for answers 😤

[js012595]

I thought for sure these Nest devices would integrate seamlessly with my Google Wifi and Pixel 3a. Sadly, the support for Nest products, in general, has not proved to be very useful for me. I had an issue with Nest Protects which I found a workaround for FROM A CUSTOMER, but Nest support continued to keep throwing me in circles repeating the same steps and info over and over for about 3 weeks until I threw in the towel and decided to live with my workaround. This Nest Hello issue, however, I have yet to find a workaround. I waited 3 weeks to install it, then it worked for 2 weeks, and it's too late to return to Lowe's. The Nest engineering team is working with my ticket Case ID [3-5891000031721 currently. If they can't find a solution, then I'm just out $170. Sucks pretty bad

I have some co-workers who went through similar issues and ended up going with Amazon / Alexa products. I have a hard time believing it after dealing with Nest, but supposedly the Amazon products just work after a painless setup and you never have to worry about them.  It is only logical for me to stop gambling on Nest products and switch to Alexa if I can't find a resolution. I don't want to, but it sure beats the boat I found myself in now.

[mdr2]

I feel  your pain.  I am devastated by what Google has done here.   For me, also losing the ability to see the cameras on my computer is a big deal breaker. 

I ordered (2) Arlo cams and they arrive tomorrow.  I will try them for a few weeks and if I like them I will switch completely.  I think the only thing I will miss is the 24/7 recording.  But I also see some things that I might like more than the NEST products... like the color nighttime images and the 4K Resolution.

[GarrettDS]

Hey there js012595, 

I'm so sorry to hear about the frustrations with this as this is not the experience that we want for our customers. 

I just wanted to make sure that you were getting the help you needed from our engineering team. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours. 

Have a great day. 

Garrett DS

[js012595]

I haven't heard anything from engineering in over 48 hours.

Why does this thread need to be locked? Other people have clearly experienced the same or similar issues and we have no resolution yet.