Nest Hello shows no video feed in Google Home

[gonmir]

I recently purchased the Nest Hello (the only wired option available in Europe) to integrate with my existing Nest devices, including the Hub and several Minis. While I receive doorbell notifications on all my Nest devices and through the Nest app, I'm unable to view the video feed on the Nest Hub or Home app, as the device appears offline. However, the live feed works in the Nest app and on the experimental online Home platform (https://home.google.com/).

Additionally, I cannot access any recorded footage in the Nest app—only captions for detected movement are displayed, without the corresponding video recordings.

[MplsCustomer]

@gonmir 

I don't know why your doorbell appears offline in the Google Home app and on your Nest Hub, but is accessible in the Google Nest app and on the home.google.com website. Can you access it on the home.nest.com website?

As far as accessing recorded footage, do you have a Nest Aware or Nest Aware Plus subscription?

[EmptyNester]

You may want to open a support ticket and speak directly with a google tech person.  I know they have licensing issues going on in other countries.   You may be running into that.

Here is the link to open a support ticket and be able to speak with them.

If you find the answer please return here and let us know what the solution was.

https://support.google.com/googlenest/gethelp

[gonmir]

I can access the live feed via home.nest.com, but I think it is a licensing issue as EmptyNester mentions as Nest Aware is not available in my country.

Will open a ticket and see how to resolve the issue, thanks for pointing the way for a possible solution.

[gonmir]

So after three hours of debugging with Google's customer care, I was transferred between the Nest Doorbell team, the Nest Hub team, back to the Doorbell team, and then to the Europe team, before finally being escalated to a Senior team. The issue is now under further investigation. Let's see how the situation and its resolution evolve.

[EmptyNester]

Wow,,, 3 hours?    I hope they can resolve this.  Looking forward to hearing more.

[gonmir · Accepted solution]

The issue turned out to be that I had been provided with a US version of the Nest Hello (NC5100US) by my European retailer (Amazon), even though the product description didn’t mention this. After purchasing the Global version (NC5100EX) from a physical store, the video feed now works on both Google Home and the Nest Hub. It appears that using devices outside their intended regions can lead to unexpected issues.

I had noticed that the voltage requirements for the Nest Hello I initially had were 16V, whereas the Global version requires 12V, which hinted that it was the American version. However, I wasn't aware that it would be incompatible here in Europe.

Now, everything mostly works. Although Quick responses aren't sent through Google Home, but for that I will use the Nest app until all the Nest Hello transfer kinks have been figured out.

[EmptyNester]

Wow,,,, I'm glad you go to the bottom of this.   This kind of problem is so difficult to figure out in a forum like this.