Nest Hello stopped working

[OlyOlson]

Hello, i was installing the wired doorbell and as i was connecting it to the phone, the lights went out and i can’t get them to tuen back on.  The doorbell still works if i touch the wires together but the neat unit is without amy power. I tried a factory reset but that didn’t help either. 

[MplsCustomer]

@OlyOlson 

Perhaps you should consider contacting Support using the link below. When you get to the "Resources" page, just click on "Next step" without selecting any of the Help topics, to get to the page with contact choices (chat or phone).

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

There are several things about your situation that probably need clarification before someone could offer suggestions. Are you installing your Nest Hello for the first time? If not, what's happened prior to this on the doorbell? What lights were showing on the doorbell before you tried installing the doorbell on the Google Nest app? When you did the factory reset, did the doorbell chime, did the light ring start spinning blue, and then flash yellow, and then turn off, and then chime again with a pulsing light ring when the factory reset was complete, as noted in the help topic (https://support.google.com/googlenest/answer/9252162?hl=en&sjid=7135111713926886106-NA#zippy=%2Cnest...)?

[Lance_L]

Hi OlyOlson,

We’re sorry to hear that. Let’s check this out — could you fill out this form and let me know once you’re done?

I appreciate your assistance, MplsCustomer.

Best,

Lance

[OlyOlson]

Hello, great questions.  I was in the final process of connecting the unit to my account where you perform the factory reset, the blue light was spinning on the button, and it dinged.  Right after that, it shut off and never came back on.  I tried doing another factory reset but nothing happened.  At this point, the pinhole button didn't have the same click as it had before when pushed.  I then disconnected the unit and confirmed that there was still power to the unit and the door bell did still work. I reconnected the unit and still no lights.

thank you!

[MplsCustomer]

@OlyOlson 

Try filling out the form that @Lance_L  asked you to fill out; maybe Google Nest will replace the doorbell.

[Lance_L]

Hello OlyOlson, 

We haven't received your form. Have you had a chance to fill it out? Just in case, here's the link.

Thanks for chiming in, MplsCustomer.

Regards,

Lance

[OlyOlson]

Thank you for reaching out. I called in and have a case number for a return. Thank you!

[Lance_L]

Hi OlyOlson, 

I’m glad to hear that your issue is fixed. It looks like I can consider this one complete, so I will lock the thread in 24 hours unless I can help out with anything else.

Cheers,

Lance