Nest hello 1st gen replacement

[Ty6270]

My old nest hello doorbell button quit working. The camera still worked fine and could view in the old nest app. Decided it was time to replace it. I found a 1st gen doorbell and replaced old doorbell with it. Ring lights blue and will ring the chime. Now connect it to the app is my issue. I scroll through all the hook up instructions and scan the barcode on the back. The door bell tries to connect using an existing product. I have a 1st gen thermostat and a nest protect. It will NOT connect  error code NC0123.  I read in a community post that if you have a nest protect you must uninstall it first, then connect the doorbell then reinstall the nest protect. I remember when I installed the nest protect it took forever to get it to connect to the app. Really not wanna go through that again. Any idea how to manually connect it without it trying to use an existing nest product?? Or get temporary disable tge protect to get doorbell connected?

any ideas would be greatly appreciated 

Ty

[David_K]

That error code usually means Nest Doorbell is trying to get its Wifi information from another Nest product in your home, and is unable to do so.

Temporarily remove other Nest products (except Google Wifi or Nest Wifi devices if you have them of course) from your home (i.e. other Nest Doorbell, Nest Protect, Nest thermostat, cameras etc) from the Nest app, then retry setup of your Nest Doorbell. Hopefully that works for you, and you can then re-add those other products back to the Nest app.

Alternatively, another workaround would be to create a new "home" in the app for your Nest Doorbell, as it then won't try to use another Nest product to get Wifi information. Of course that does mean your Nest Doorbell will be in its own "home" and there is no way to move products between homes.

[Ty6270]

How do I temporarily remove a product? You mean remove it completely, then reinstall devices ona at a time that I had removed?? What if they have same problem connecting back to the app?? FYI, I have even tried to reinstall the old doorbell, it has the same issue. Lastly I am connecting to the nest app not the google home app. 

[Ty6270]

Dave 

I did create a new nest home and the doorbell connected easily to it. If I keep it this way, can I migrate the new home I created to my google home app? Obviously I don’t want to keep it this way, I want all together in one home as I used to have with the original doorbell that has been replaced. I am leary of removing existing products from my original home app as I might have same problem reconnecting them back after doorbell is connected. 
thanks again for your help

[David_K · Accepted solution]

The new home structure you created should already be there in the Home app. Unfortunately, there's no way to more the doorbell to a different home structure. If you wanted to, you'd need to reset the other devices and add them back to the Home app in the same home structure as your doorbell.

[Ty6270]

David

i have the new doorbell connected to the new home account. I have tried multiple times to connect my second old doorbell to new home account. It’s trying to use existing product to connect. The only existing product is my new doorbell. I have old doorbell powered up via an adapter and extension cord. The two doorbell are literally inches apart. 
I have 2 doorbells, 3 cameras, 3 thermostats and a nest protect. I want them all on the same home account like they used to be. 
is there a way to talk on the phone with a help desk or something? IT’s shouldn’t be this complicated. 
Thanks again for ur help 

[David_K]

Absolutely. If you would prefer, here is how to contact the Google Nest support team directly.

1. Go to Contact Us - Google Nest Help
2. Select an appropriate product or category, type a brief description of the issue, then click Next.
3. Click Other, then click Next step.
4. In the Resources section, click Next step.
5. Choose to get a phone call, call or chat with the team, depending on availability in your country.