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Nest doorbell (battery) can't connect to joining device

docster28
Community Member

I bought this doorbell last black friday and forgot about it. Tried setting it up today in the google home app and it goes through the "preparing device" but then it does the "connecting to joining device" (which I'm not even sure what that is) and then I get a "something went wrong" screen. I do not have any other Nest products. On my google home I have my roku's and irobot vacuum connected

11 REPLIES 11

MplsCustomer
Bronze
Bronze

@docster28

Many other customers have posted in this forum about getting a "connecting to an assisting device" error message. It happens when the Google Nest install process is trying--and failing--to contact an already-installed Google Nest device (the "assisting device") in order to get Wi-Fi credentials. It does this, supposedly, to save us from the supposed hassle of having to select our network name (SSID) and enter our Wi-Fi password. For some reason, it often fails when the "assisting device" is a Google Nest thermostat. Perhaps, since you have a Google Nest "home" that has all non-Google devices (your Rokus and iRobot vacuum) it is trying and failing to contact one of those devices for the Wi-Fi credentials. Are you able to temporarily turn off your Rokus and iRobot vacuum while trying to install your battery doorbell? Other customers have tried turning off their existing Google Nest devices in the hope that the install process--not finding any existing devices--will just ask you to select your SSID and Wi-Fi password; it has worked for some.

I even tried deleting the home and have nothing. I don't get anything about an assisting device - just a joining device

I don't have a google nest home. I have the google hub display and use the home app on my phone

docster28
Community Member

I should also add that the doorbell never seems to pulse blue like it says

MplsCustomer
Bronze
Bronze

@docster28

"Joining device" and "assisting device" are the same thing. I don't know whether customers see one term versus the other depending on which country they're in. Your Google Nest "home" is the nickname you assigned to your collection of devices in the Google Home app; it displays near the top of the initial screen in the Google Home app. Sometimes customers cannot get past the "joining device" aka "assisting device" error, and Google Nest has not provided a resolution even though customers have been encountering the error for more than a year.

If you want to get help directly from Google Nest Support, you can start with this link:

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

thank you

@docster28

I noticed you mentioned you have a Nest Hub. That could be the "joining device" that the install process is failing to connect to. You could try either turning off (unplugging) the Nest Hub temporarily during the install (so it doesn't try to connect), or moving it close to your doorbell during the install. Both are workarounds tried by other customers.

I'll try this too thank you!

janthadeus
Community Specialist
Community Specialist

Hi folks,

Checking in — how’s it going? Still need our help?

I appreciate your help, MplsCustomer.

Thanks,

JT

janthadeus
Community Specialist
Community Specialist

Hey docster28,

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.

Regards,

JT

janthadeus
Community Specialist
Community Specialist

Hi there,

Just checking in to make sure that you saw my response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.

Best,

JT