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Nest Hello (wired) offline

Rnnb
Community Member

I’ve had an engineer install a brand new Nest Hello (wired) that I’ve bought - whilst he did a great job at getting it installed we couldn’t get it to work, we tried two wireless networks that I have - both show good signal near the doorbell and the upload speed was checked as well, only once we got a few seconds of video but since then the camera is offline, I’m using both Google Home WiFi and I have a nest indoors camera that works well - we tried everything, resetting the doorbell, resetting the WiFi network, even dropped the whole power to the house to get everything to start from scratch and nothing - after spending over £300 for the doorbell and the engineer I’m very frustrated 

I’ll add that the engineer used an approved transformer which provides the required current - he’s very experienced, installed hundreds of these but he couldn’t find a fault on his side 

any ideas will be much appreciated 

7 REPLIES 7

EmptyNester
Gold Product Expert
Gold Product Expert

Hi Rnnb,  I'm an end user like you accept over here in the U.S.

There have been a number of forum posts that talk about using Nest cameras with Google home WIFI of people talking about similar connection/viewing issues.  Here is what they did to solve the problem:

Go to Google home app,

Wifi

Settings

Preferred activities

Uncheck both activities.

If this doesn't work then I think your best bet is to speak with a Google Nest Tech.  You can open a support ticket here with this link and then click the "talk to a person" button.   Please return here and let us know if either of these solutions got you up and running.

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

 

 

Khaledmhabdou
Community Member

try to hard reset first then add the camera by using writing the code not scanning the qr code yes it surprising differ some had issues and when they wrote the qr code and didn't scan it it fixed it for them 

Brad
Community Specialist
Community Specialist

Hey there,


I am terribly sorry to hear that you're having this issue with your Nest camera! I'm sure it's frustrating but I'm happy to look into this and see how we can help out. The first troubleshooting step that I'd recommend would be to Restart your device. By doing this, it should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.

P.S Thank you for your help, @EmptyNester !


Best regards,
Brad

aatienza
Community Specialist
Community Specialist

Hey folks,

 

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

I appreciate the help, Brad.

 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey folks,

 

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

Thank you for your concern @

 @Rnnb if you still need help 

 

 

Brad
Community Specialist
Community Specialist

Hey there,

 

In an attempt to keep content in these forums fresh, we'll be locking and closing this thread. If you still need assistance with this issue, feel free to start a new thread. Thank you for your understanding.

 

Best regards,
Brad