Nest doorbell (wired) power loss when using sound

[QuintenG]

I have been seeing similar issues but it's not quite the same so I'm opening a new topic:

Case:

I have got the wired nest doorbell. Everything worked correctly for over 2 years. Once reinstalled in my new home it failed. The camera is offline, but the green light was on. So. Factory reset.

Once I reconnect to my home network the Nest app asks if I would like to record sound as well. When I select yes the doorbell just goes instantly offline. Like it is too much to ask. 

So. Another factory reset. Answering "No" when the nest app asks if it should record sound. The nest doorbell works. But when I use my phone to talk back the doorbell seems to not transmit my voice clearly followed by the bell going offline. 

So here is what I think. It feels like when you ask too much of the bell in terms of power it fails. It feels like it doesn't get enough power. But it's on normal power like it's always been. What am I missing? Could my power cable be bad or is this an issue some of you recognize? Or maybe the Nest doorbell is just done? 

Thanks
Quinten 

[Brad]

Hi there, 

Sorry to hear you're experiencing this, as I can imagine it has been an inconvenience. I would love to look into this further for you. If this is the Nest Hello or first gen doorbell, have you made any adjustments to the power source it's been connected too? Does your doorbell feel warm or hot to the touch? Please let me know, and we can look into this further. 

Best regards, 
Brad

[aatienza]

Hey QuintenG,

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.

I appreciate the help, Brad.

Thanks,

Archie

[QuintenG]

Thank you for responding. It's a Google Nest from april 2020. I think that's first gen? The bell does not get hot. The Nest also loses connection untill you press the bell button and it requires more power. Nothing has changed to the powersupply. It's 14V connected from the start. It's very unreliable at the moment (quite useless even).

[janthadeus]

Hey folks,

Thanks for trying to isolate the issue with your Nest Hello doorbell (wired). It looks like it’s not getting any power from your transformer. Let’s sort this out — a few questions: what country are you located in? Has there been any recent power outage in your area? Also, has it been exposed to direct sunlight?

Going over the steps here might help:

1. Ensure the wires are connected securely into the doorbell.
2. Remove the wires from the doorbell then use the included USB cable to plug your camera directly into a USB port on your computer.
3. When the light pulses blue, wait for a couple of minutes to reconnect it to your Wi-Fi. Otherwise, your doorbell is dead.
4. Mount your doorbell to the wall plate.
5. We recommend upgrading to a 16 - 24 VAC, 30 VA transformer (North America) to ensure the doorbell receives enough power.

Important: When the doorbell shows a blue pulsing light when connected to a computer, it means it’s working. They may be issues on your wires or transformer. I recommend scheduling a visit with our partnered Nest Pro.

I appreciate the help here, Brad and Archie.

Thanks,

JT

[janthadeus]

Hi there,

It's me again. I want to make sure you're all good — did those steps work?

Regards,

JT

[janthadeus]

Hey there,

I haven't heard any updates from you. I'll go ahead and lock this thread in 24 hours. If you happen to have the same concern feel free to reach us out here or start a new thread.

Best,

JT