Nest Hello stopped working with transformer power, but does work with USB power

[Just-Me]

I am currently working with Tech Support on a problem on a 4(?) month old Nest Hello.  One day the device just went offline.  Long story short I discovered I could "charge" the dead device via the USB charger and it would continue to work when re-installed on line power.  But, after a while it would go offline again.  The period of life after "recharge" got shorter and shorter 7 days, 6 days, 1 day, 4 hours...

If I run USB power to the device when in the installed location it works fine - including the chimes which use the same transformer power source.  I have tested the voltage at both the chime and at the doorbell installation location - the same.

This is still an In Progress ticket so I am waiting on Senior Tech Support.  It seems to me that some internal circuitry that handles line power has failed, but ... we'll see what conclusion Tech Support reaches.

[Just-Me]

For the record it is18 VAC at the doorbell.

[Just-Me]

The Ring Hello doorbell is 6 1/2 months old.

[SteveT1]

Hi there,

My apologies for the late reply. Do you still need help with this? If you have questions or concerns, feel free to reply and I'd be more than happy to help.

Regards,
Steve

[aatienza]

Hey Just-Me,

Appreciate the help, Steve. I just wanted to follow up and see if you're still in need of help. Please let us know as we would be happy to answer any questions you may have. 

Thanks,

Archie

[aatienza]

Hey Just-Me,

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