Nest door bell sound keeps cutting out

[1in1class]

Nest 2nd generation doorbell keeps cutting out live video sound.. it keeps skipping every 2 seconds. When talking through speaker I can't hear what the people are saying as it cuts out every few seconds with sound. Please fix issue. Or if anyone has a fix.

[zoeuvre]

Hi 1in1class, 

Uh-oh! I'm sorry to hear that your Nest Dorrbell's sound keeps cutting out. Let me take a look a look at this for you. A few questions: 

1. Did this issue occur out of the box? If not, when did you notice the problem?
2. Does the issue occur on multiple mobile devices or cameras?
3. Is the audio issue persistent or intermittent? If intermittent, how often does it happen?
4. Is there an echo while answering the Nest Hello through your mobile phone?
   • For some mobile models, the speaker and the mic are right next to each other which causes an echo when the customer speaks in hands free mode. Have them test with headphones and see if the issue persists.
5. Is the camera in a case or housing?
6. Has the camera suffered any drops or impacts?
7. Has the camera been exposed to outdoor weather?
8. Is the camera exposed to direct sunlight for extended periods of time?
9. Hold the mobile device near the camera and make sure both devices are connected to the same network. Then run a network speed test. What are the results of the test?
10. What’s the cellular signal strength on the mobile device?
11. What’s the Wi-Fi signal strength on the mobile device?

I'll look forward to your responses. 

Best,

Zoe

[1in1class]

Hi zoeuvre,

No this issue did not happen out of the box. This just started happening a while ago. Have great signal.. no echo occurs.. yes the doorbell  is  exposed  to sun as other elements of nature.

Doorbell camera has been charged.. took off as reset. Yes it's in a housing and it does the same with or without the housing. This is an software issue. Noticed my nest camera started doing this but stopped. Also have to keep closing the home app and re-open it to play live video sometimes and to look at recorded video as the video just keeps loading.

[zoeuvre]

Hi there, 

Don't give up on us yet—we'd like to further check on this. Could you fill out this form and let me know once you're done?

Thanks,

Zoe

[1in1class]

Hi zoeuvre,

Just submitted that in the link above. Not giving up, really like the Google platforms and devices. Very user-friendly, would like to see this be fixed

[EdmondB]

Hello 1in1class,

Thanks for filling out the form! Our support team will send you an email soon to help you out. If you have any more questions or concerns, please let us know.

Best,
Edmond

[1in1class]

Hi, I've not yet received an email. I'm having to close the app more often as any video I'm trying to view or trying to open up a camera to do live video it just keeps loading. 

[1in1class]

Just got an email and basically said to do what I've already done. Remount the doorbell and rest it. These and the ones above have not fixed the issue. They gave a case number: 9-7204000036130

[EdmondB]

Hi there, 

I appreciate you providing the case number. If you have completed the suggested steps from the support team, kindly continue our conversation on the email address that was sent to you, where we can proceed to the next steps.

Cheers,
Edmond

[1in1class]

Hi, yes replied to the email with reference to this thread. Have seen a few threads with same issue with doorbell and will attach those accordingly.

This is an software issue and we need a solid up date for this. Many have tried the 101 issue solutions that are mainly preformed with none of these working. Need to be able to communicate with doorbell.

[1in1class]

Now when viewing my video history it just keeps loading. Can we please get an update to this, why is the video history not load now?

[johnaiken4]

Hi all,

I searched the community thread and I am having the same issue with the 2nd generation doorbell wire. I installed it today so it's not something thar developed over time.

The sound cuts in and out on our android devices (Samsung galaxy 23 phones). I opened a case (see 9-6178000036297) and have tried all of those steps the tech sent me with no luck. I checked to ensure I have the most recent firmware and app. Is there anything else I can do?

Thank you

[mrice]

I'm experiencing the same issue with my Nest Wired Doorbell 2nd gen. The audio cuts out for half a second every second when viewing the live stream. I do not have this issue when viewing old recordings. This has been going on for at least a few weeks. Definitely a software issue. 

[Masterleon]

Same issue here as well. Nest doorbell wired talk and listen is unusable. Audio to and from the doobell are choppy and scrambled. 500mb+ down from a Nest Wifi Pro less than 10 feet away from the doorbell. Apparently the fix is to force the doorbell to use the 2.4ghz band but of course that's not possible on Nest Wifi 🙃

[gracklepod]

Same issue. 

I solved the issue on my next wired 2nd gen by connecting it to the 2.4GHz band on my mesh network. 

When it was on the 5GHz band, the live audio was choppy at both the doorbell and and my android ( tried 2 dphones, no change) despite the mesh pod it connects to being 6 ft. away with ~250MBPS up and down. .  I tried all the suggestions( reset the door bell, reset wifi, , etc.) nothing worked.  .  I also opened case 3-9530000036301) and replied by email to google nest support.  Something in the nest 5GHz selection messes withthe audio channel..I hope they create a patch and push itout.

[1in1class]

Can we get an update on this or have this escalated up. We have done all the basic 101s for the fixes. This is an software issue for the nest doorbell.

[1in1class]

Now the notification have stopped coming up. What's goin on?.. Update: they just started coming through all at once. Not sure what's goin on.

[odonnebj]

Same issue here.  Brand new Nest Gen 2 Wired Doorbell.  Installed it yesterday and the audio just cuts in and out.  I went into the audio settings of the Home app for the doorbell, and I moved the volume slider from wherever it was down a notch and then it stopped cutting out.  However, next time I went into the app it would cut in and out again.  I would have to go back to the audio settings in the Home app and move the volume slider again in order to have continuous sound.  Not ideal but it's a temporary workaround until this gets fixed permanently.

[mrice]

This worked for me! Changing the camera volume temporarily fixes the audio issue, but the issue reappears after closing and reopening the Home app.

[odonnebj]

My little temporary fix stopped work. 😡

I'm returning this P.O.S.

[ovalleva]

I have this exact same problem, brand new Nest Gen 2 Wired Doorbell installed a week ago. 

[1in1class]

Can we get an update to this please. I've sent all info including video that was asked. Case number 9-7204000036130. Many people are having this issue and it's a software issue with the nest doorbell camera. Please fix this.

[odonnebj]

I bought another Doorbell and had the same issue. I then bought another router to extend the wifi mesh in my home (even though the signal was great already), and that didn’t help with either device. I have noticed that the system works real early in the morning but then it starts to get choppy a few hours after for the rest of the day. My house faces west so it’s not a morning sun issue. 

[mrmcguire03]

Same issue.  3 seconds of sound followed by 2 seconds of silence.  Audio continuously cuts out making talk/listen unusable.  This is a major flaw with the 2nd generation doorbell.  I'm considering ditching the google home platform over this.  This really needs the attention of google engineers and needs to be fixed as soon as possible.  Its not a problem with my wifi or my transformer or anything else.  It's a flaw in the product.

[kelanfromgoogle]

Hey folks,

Appreciate everyone who has chimed in, and I apologize for the inconvenience. We have a working group that's investigating this issue. I'll keep you posted as I hear more, but Nest doorbell audio cutting out is being looked into.

Thanks,
Kélan

[odonnebj]

Any updates?  

[Gonzalezn22]

Let us know as we just bought our doorbell 3 days ago and having same issue straight out of the box

[Gntltch21]

Same here. Any news to fix?

[1in1class]

Can we please get an update to this issue or have this set to high priority to the tech team. Many people are having this issue for a while now.

[Mcivetti74]

Having the same issue. Sounds cuts out every 2 seconds. Can't understand what people are saying.

[ovalleva]

Any updates on the fix for this problem? 

[GoogleNestTeam · Accepted solution]

Hi everyone,

Thank you for your patience, the team confirmed a fix for the Nest Doorbell audio issue has started rolling out. If you still encounter this behavior after tomorrow please let us know, and you can also file feedback through the Google Home app by tapping your profile picture in the top right and selecting "Feedback."

Cheers,
Kelan

[1in1class]

Thank you! This fixed the sound cutting out and can now hear and talk through the doorbell without out the sound skipping.

[ovalleva]

It seems like this has fixed the issue for me as well, thank you!

[vpersad]

Hi, is this fixed being rolled out with a software release? Currently running 1.71 and so was wondering if I need to see an update software version to confirm I received the fix?