Nest doorbell wired (1st) now always offline

[drl1975]

I have a 1st gen wired doorbell that has worked well for several years but recently it has switched to always showing as offline in the app. Power supply is not an issue and WiFi coverage generally works fine for nearby devices. I restart and it works for a few minutes before going offline. Same for a factory restart! When it says offline the green dot light is on. 

[okay101]

have the same problem...waiting for reply

[Jenelyn_O]

Hi folks,

@drl1975 and @okay101, thanks for reaching out and for being a step ahead of us. I'm sorry for the trouble. I'd like to take a closer look at it. Please check the LED status light of your Nest Doorbell. To check what these lights look like, refer to the Help Center article Nest camera lights and sounds.

A few questions: 

• When did the issue start?
• Are you getting any error messages?
• How far is the camera from the router?
• Do you have other Nest devices in the house?
• Are there other devices connected to the same Wi-Fi where the camera is connected to?
• Can the camera find other Wi-Fi networks?
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the camera?
• Do other devices experience slow internet speeds?
• What troubleshooting steps have you done so far?
• For cameras with status light turned off, have you tried to move the camera to a different power outlet?
  • Does the power outlet have a switch?
• What Wi-Fi frequency band do you try to connect to (2.4 GHz or 5 GHz)?
• Has the camera ever successfully connected to this network?
  • Probe for recent network changes like a new router or a recent move.
  • Probe for changes to the network name or password changes.
• What is the make and model of your router?
  • Check the Wi-Fi networks that are incompatible or aren’t recommended with Nest products

Best,

Jenelyn

[drl1975]

I can’t reply to all of that 🙂 suffice to say I have been through all this and still an issue. I have a nest camera near it which works fine! The doorbelll green light is on!

[okay101]

Looks like u threw the kitchen sink at the problem … I have 6 camera and 3 nest hubs , all working fine with the exception of the front door bell, says it’s off line…I know I have power to it cause I went out and purchase a new door bell (unfortunately  2 generation ) and now my whole system in monitoring my cameras have changed , now need to apps to watch, 2nd generation doorbell doesn’t work with Nest… only works with Google Home… now considering doing away with Nest all together…

[EmersonB]

Hello everyone,

@drl1975, thanks for your update. Try resetting it to the factory default.

To reset:

         1. To remove your doorbell from its base, insert the release tool into the hole at the bottom of your Nest Doorbell. You can also use an unfolded paper clip or a thumbtack.

Tip: Don't unscrew the wires attached to the back of your Nest Doorbell.

         2. Hold down two buttons on your Nest Doorbell for about 10 seconds:

Hold down the reset pin on the back (insert the release tool or paperclip into the hole near the top).

At the same time, hold down the big doorbell button on the front.

         3. Your Nest Doorbell will chime and its light ring will start spinning blue, then flash yellow, and then all the lights will turn off. Release the two buttons.

         4.The factory reset is complete when your Nest Doorbell chimes and the light ring starts slowly pulsing blue.

         5. After the factory reset, your Nest Doorbell will appear as "Offline" in the app until you remove it.

         6. To remove it from the app: open the app, then tap Settings  Remove device  Confirm.

         7. If you're giving your Nest Doorbell to someone else, you're done. If you want to reconnect your Nest Doorbell to the app, simply go through camera setup in the app again.

@okay101, the new Nest Cameras and Nest Doorbells are exclusive to the Google Home app because we wanted to create an integrated experience with your speakers and displays.

I appreciate your response, Jenelyn.

Regards,

Emerson

[Inches]

I think he mentioned on the initial post that he already did the factory reset. 

I am having the exact same issue with the wired 1st gen doorbell. Working good for years, then just offline most of the time now. Any reset will make it work again, but just for a few minutes, then it will go offline again. Router is a Nest Wifi Pro. Did a connection test during the few minutes it is online, and connection strength was Great with device speed of 500+mbps.

Did an online search for this issue and it appears that this is becoming more common for the 1st gen devices that are at the 4+ year mark. 😔 

[EmersonB]

Hi Inches

Thanks for reaching out here in the Community. To confirm, how far is it from your Wi-Fi router? Is it connected to a Wi-Fi extender or to your main router? How did you perform the reset? Looking forward to your response.

To learn more, you may visit our public article about "Restart or factory reset Nest camera or doorbell".

Regards,

Emerson

[Inches]

I tried regular restart, factory reset, unplugging for a whole day, charging via micro USB port and all other random stuff. Still the same issue --would only work for a few minutes and then go offline. Ended up buying a 2nd Gen wired nest doorbell to replace it. 

[EmersonB]

Hello Inches,

We appreciate your efforts in doing the steps. We know where you're coming from and this is not the experience we want you to have. How's it going with your Nest Doorbell 2nd gen wired? The Nest Doorbell (wired, 2nd gen) has higher power requirements than most doorbells. You need a transformer that is rated for 16-24 V AC, 10-40 VA to provide enough power to your doorbell. If you've already installed your doorbell and you see a blinking yellow light on the front, your doorbell isn't receiving enough power.

Regards,

Emerson

[Inches]

The new 2nd Gen doorbell works fine. It's just the old one that started acting up all of a sudden. Gave up after trying to make it work for one full month. It was out of warranty, but just wish it lasted more than 4 years. 

[EmersonB]

Hi Inches,

Thanks for getting back to us. To confirm, how did you perform the reset? How far is it from your Wi-Fi router? Are there any appliances in between your Nest Doorbell and router that can interfere with the wireless signal? 

Looking forward to your response.

Best,

Emerson

[barrettkevin568]

My story is very similar to others.  My wired nest doorbell has worked fine for the past 2.5 years.  Now it is having (at best) sporadic connection. Did a reset and it worked for a few minutes and then stopped working again.  Who can I call/chat with in real time to get more support/help

[EmersonB]

Hey barrettkevin568,

We appreciate you bringing this issue to us. To further isolate this issue, we'd like to know, how was the reset performed? To reach our support team you may visit our Contact Us webpage.

Thanks,

Emerson