Nest doorbell (battery) unable to finish setup or download update

[noterinorjack]

Hi there. I’m trying to set up my Nest battery doorbell for the first time. Every time I get to the “downloading update” screen, which stays on “0%” for about 5 minutes and then says “There may be a problem. Something may have gone wrong during setup. You may have to reset your device.”

I have read every thread on this forum and tried every possible solution, and am still unable to get past this step. The doorbell appears as offline in my devices, however when I click “finish setup” I get a blank screen that I am unable to click or navigate away from.

Here is what I’ve tried so far:

• attempted setup on two different iPhone 15 Pros as well as a Samsung Galaxy
• tried both my 2.4 and 5g wifi connections multiple times 
• tried rebooting my router and modem multiple times 
• 10 factory resets of the doorbell, including removing it from the Home app completely

I have tried all of these things multiple times across different days and devices, yet still nothing is resolving the issue.

What else can I do? I received this as a gift so I can’t return it to a store. I’m so disappointed 😞

[MplsCustomer · Accepted solution]

@noterinorjack 

Are you using the factory reset instructions by pressing the reset pin for at least 12 seconds (and NOT the "Restart" instructions)?

https://support.google.com/googlenest/answer/9252162?hl=en&sjid=18144229389057102884-NC#zippy=%2Cnes...

If you are, perhaps you should try contacting Support about a replacement:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[noterinorjack]

Thanks for the reply. Yep I’ve been doing the factory reset with a pin for 12 seconds each time. Appreciate your advice, I’ll try reaching out as you suggested. Thanks!