Nest Hello wired doorbell won’t connect to Nest Thermostat to set up Wi-Fi

[RASPROD]

My Google Nest Hello wired doorbell won’t connect to my Nest Thermostat devices to complete the Nest Hello setup. I would love to manually enter my Wi-Fi configuration, but that doesn’t seem to be an option. 

The Google Nest Hello doorbell is brand new. 
I have two Nest Thermostats and both are updated to the latest software. 

Upstairs Model: Display-3.6

Main Floor Model: Display-3.4

I’ve uninstalled and reinstalled the Nest App and I’ve made sure to allow the app access to all permissions the app asks from my iPhone 14 Pro. 

My Bluetooth connection is turned on. 
My phone is connected to the same Wi-Fi network as the Nest Thermostat devices. 

During the setup process the Thermostat fails to connect to the doorbell. 

Per various recommendations, I’ve disconnected the Google Nest Hello doorbell from the outside of my house and connected it to Micro usb a few inches from both Nest Thermostats one at a time and my phone and the Nest app still reports one of the following errors. 

NC016

NC014

I’ve forced my Nest Thermostats to connect to my network over 2.4 GHz band and that didn’t seem to make a difference compared to when the Nest Thermostats are connected to the 5.0 GHz band. 

In addition to Nest Thermostats I have Nest temperature sensors, Nest protect wired and battery smokes, original Nest Cam cameras, and the latest battery powered Nest Cam cameras all connected to my network and functioning as expected.  

Any support would be greatly appreciated. 

[Brad]

Hey there,

Thanks for bringing this up to me, I'd love to take a look into this for you. The first troubleshooting step that I'd recommend would be to restart your device. This process should keep all your settings, and reconnect it to the same Wi-Fi network. This might be helpful if it ever freezes, has connection problems, or isn't working normally. This can also make it easier for the device to find other Nest devices to connect too. 

Best regards,
Brad

[Brad]

Hi there, 

Let me know if you need anything from me, but I am just seeing how the conversation is going. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[RASPROD]

@Brad Thank you. I'll be able to try this out next week. Not sure why I would need to reset the device considering the device is brand new and has never been connected to any network.

[Brad]

@RASPROD 

It will always be our first suggestion when troubleshooting. Regardless if it is brand new or not. Please let me know how it goes.

Best regards,

Brad

[Brad]

Hi there, 

Let me know if you need anything from me, but I am just seeing how the conversation is going. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[RASPROD]

@Brad I tried the Restart suggestion following the Nest Doorbell (Wired) instructions without any luck.

https://support.google.com/googlenest/answer/9252162#restart&zippy=%2Cnest-doorbell-wired 

I received the same error codes as before. First I receive the NC016(0.64) and then when I select the Try again button, I receive the NC014(0.64) error. I tried both restart methods with the device still connected to my hard-wired doorbell wires as well as disconnecting the unit and connecting it to USB power.

Do you have any other suggestions?

[Brad]

@RASPROD 

Thanks for trying those steps out first! I'd love to give you a few more to try if you can. 

1. Close the app.
2. Use the instructions in this article to restart your camera.
3. Make sure your phone’s Wi-Fi and Bluetooth are turned on, and that it’s connected to the same Wi-Fi network you want to use for your camera.
4. Try to set up your camera again in the app.
5. If the help code still appears, and you’re using the app on a phone, reboot your device and check if that fixes the issue.
6. If you still can’t set up your camera, contact support.

Please let me know if those steps worked out for you or not.

Best regards,

Brad

[RASPROD]

@Brad Still no luck connecting the device. Same error codes regardless of app restart, phone reboot, or even re-installation of the Nest app signing back into my user account. Below are the tests I ran. In each case, I ensured my phone was on the same wifi network as my other nest devices and that Bluetooth was enabled.

1. Quit the Nest App before performing the reset steps and ran a fresh start of the app before adding the product.
2. Quit the Nest App and rebooted the phone before performing the reset steps and ran a fresh start of the app before adding the product.
3. Uninstalled the Nest App, rebooted the phone, and installed the Nest app again, performed the reset steps and then attempted to add the product.
4. Uninstalled the Nest App, rebooted the phone, installed the Nest app again, rebooted the phone, performed the reset steps and then ran a fresh start of the app before I attempted to add the product.

All scenarios resulted in the same errors.

[Brad]

@RASPROD 

Lets have you reach out to support then, and they can assist you moving forward with this. Please fill out this form, and a higher tier of support will reach out to you. 

Best regards,

Brad

[RASPROD]

Thank you. I've filled out the form.

[Brad]

@RASPROD 

Thank you for filling it out! You should hear back from support very soon.

Best regards,

Brad

[EmersonB]

Hello everyone,

@RASPROD, we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. If you have any questions or concerns, feel free to create a new thread as I will be locking this thread after 24 hours.

I appreciate the help, Brad.
   
Best,
Emerson