Nest doorbell battery live video unavailable

[Renegade]

Nest doorbell battery decided it no longer wants to show live video.

I see there are multiple people experiencing this issue so before the community specialist chime in with the same generic response I'll save you some time. Yes I have restarted, factory reset probably a million times. Removed and added back to Google home, Router is about a foot away from the doorbell nest wifi by the way and nothing works. The live video will work briefly after a factory reset but is right back to live video unavailable within an hour or two. 

With so many complaints why is it taking them so long to address this? It's obviously a software issue because some have had multiple replacements that end up right back where they started. 

[MplsCustomer]

@Renegade 

On this thread, Google Nest acknowledged the problem with this comment a week ago: "We are currently monitoring this concern with no live video on the Nest doorbell (battery). I am afraid we do not have any information at this time, but stay tuned for updates."

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Doorbell-Battery-No-live-Video/m-p...

[Renegade]

The community specialist are just volunteers nest hasn't actively acknowledged anything and this issue tracks back for months with users complaining about it with no fix or solution 

I'm sure a lot of people's year warranty is about to expire also....

[MplsCustomer]

@Renegade 

"Community Specialists" in this forum are NOT volunteers;  "Product Experts" are volunteers.

[Hardy27]

It appears that nest pushed a software update to the door bell and seems to have fixed the live video issue. Mine started working out of nowhere after Months of live video unavailable. I looked at the device information and it does infact have a different software version now so fingers crossed this issue is behind us.

[Renegade]

I take that back about 24 hours after receiving this new update, the doorbell is back to live. Video unavailable. Ugh.... Well at least we know it's software and not hardware

[Hardy27]

Same situation back to square one

[janthadeus]

Hi there,

Thanks for sharing that with us. I can understand the importance of your Nest camera for your daily security. Let's dig deeper into this. 

A few questions:
 

1. When did the issue start?
2. What’s the status light of your Nest Doorbell (battery)?
3. What troubleshooting steps have you done so far?
4. Do other devices experience slow internet speeds?
5. Is your Nest doorbell paired to a 5 GHz or 2.4 GHz WiFi frequency?
6. Are there other devices connected to the same WiFi where the camera is connected to?

Looking forward to your response.

Thanks,

JT

[Hardy27]

I use nest WiFi so there's no way to force the door bell battery to just 2.4.

5ghz is supported on the nest doorbell battery in the first place and sometimes it shows it's connected to 2.4 and sometimes 5.

The problem still persists no matter 2.4 or 5. 

At the end of the day it shouldn't matter as The nest door bell battery specifications state it's compatible with both and also support has confirmed the battery doorbell is compatible with both and should not be the issue.

The lights on the doorbell are normal. You get the green light when it detects motion. Everything is functioning on the doorbell except the live video feed is often 99% of the time unavailable. When someone rings the doorbell you just get video not available at this time when live videos not working

[Hardy27]

Also, this issue has been ongoing since about June. Worked perfectly fine before that. It did recently receive a new software update that has improved it. Some I'd say we've gone from live video not working 99% of the time to about live video not working 75% of the time. The new software is doing something but they're still something wrong because it should work every time

[janthadeus]

Hey there,

Thanks for sharing your thoughts and information with us. 

Here are some troubleshooting steps you can try to isolate this issue:

• Restart your Nest Doorbell (battery):

1. Locate the reset button at the back of the doorbell.
2. With a pin, press and hold the button for 5 seconds.

• Restart your modem or router, unplug it from the power outlet, wait for 1 to 2 minutes then plug it back in.
• If you have other devices connected to the same WiFi network, turn them off and observe if your Nest doorbell would start to show the live video.
• If you can possibly take your doorbell off of the wall mount and move it next to the router. It should be plugged into a power outlet using an indoor power adapter or using the USB type C cable plugged into a computer.

Let me know how it goes.

Best,

JT

[Hardy27]

Appreciate that but most of us have tried those steps multiple, multiple times over the past several months and the issue still persists ☹️

[janthadeus]

Hi Hardy27,

Got it, I truly appreciate your efforts here. Let's have a better look —  could you fill out this form so we could further investigate?

Looking forward to your response.

Cheers,

JT

[janthadeus]

Hi there,

Checking back in — we haven't received your form. Were you able to fill it out? Still need our help?

Regards,

JT

[MplsCustomer]

If it appears and disappears, maybe it's a problem on Google Nest's servers, and maybe it also affects devices made at a certain time or place or depends on the customer's geographic area.

[janthadeus]

Hi all,

Thanks for giving us an update. I'm dropping by to ensure that everything is covered here. If you have other questions and concerns, feel free to let me know.

I appreciate your help, MplsCustomer. 

Best,

JT

[Hardy27]

My doorbell battery received an update to Software version: gq-user 1.63 OPENMASTER 317989 

This new software seemed to have fixed the issue of live video unavailable but unfortunately after about 48 hrs it's back to square one and back to live video unavailable.... As someone mentioned I'm curious if something is wrong server side prior to that update live video has been unavailable for several months 

[Hardy27]

Now our nest flood light camera is doing the same thing. I think it's about time to just give up and try different products. This is beyond ridiculous. I know it's not you guys in this forums fault, but at what point should enough be enough but thank you

[EmersonB]

Hi everyone,

@Hardy27 and @Renegade our team is already aware of this and we're now working diligently on a fix. We'll check back in once we have an update. Thanks for bearing with us. You may check this out to see the status of our Nest services: https://goo.gle/2pS6mIW

@janthadeus, @MplsCustomer and @Brad thanks for the response.

Regards,
Emerson

[EmersonB]

Hello folks,

The outage has now been resolved and you should be able to view your live feed again. Reach out to us if anything comes up — we're here to help.

Best,
Emerson

[Renegade]

Nest doorbell battery live video is still unreliable and unavailable 90-95% of the time 

[EmersonB]

Hi Renegade,

I'm sorry to hear that you're still experiencing this issue. To confirm, what is the light status of your Nest doorbell? Do you see any error messages? What is the battery percentage of your Nest doorbell?

Give these steps a try:

• Restart your Nest doorbell.
• Restart your Google Home App or Nest App.
• Restart your Wifi router.

Keep me posted.

Thanks,

Emerson

[EmersonB]

Hello Renegade,

I just wanted to follow up and see if the steps above work? Let me know if you have any additional questions from here.

Regards,
Emerson

[EmersonB]

Hi dmorlow,

We haven’t heard any updates from you. I’ll go ahead and lock this thread in 24 hours. If you're still in need of assistance, feel free to start a new thread and we'll be happy to help.

Best,
Emerson