Nest hello doorbell camera offline

[Kaacey]

A few days ago my doorbell chime started making a humming noise, I disconnected the chime to stop the humming which worked. Today my camera stopped working, it shows camera offline and so I reconnected everything at the chime and the doorbell makes a ringing noise when the doorbell button is pressed but the camera is still slowing offline. I tried resetting the camera, reconnecting the wifi which is not working. What else can I try?

[Lance_L]

Hi Kaacey,

Thanks for posting and for sharing what you’ve done to have your concern resolved.

A few questions: what type of Nest doorbell do you have? Do you have an iOS or Android device? What is the color of the status light? Also, are you using the Google Home or the Nest app?

Keep me posted.

Best,

Lance

[Kaacey]

Hello Lance_L,

Thanks for your reply, to answer your questions, I have the wired Nest doorbell, it was purchased maybe 4 years ago. I have an Android and my fiancé has an iOS device. The status light is not on at all. The circle light does turn on blue when you ring the doorbell. I am using the Nest app.

Thanks!

[EmersonB]

Hey folks,

@Kaacey, thanks for getting back to us and for your update. Just to be sure, could you confirm if you’re doing the same steps below to reset your Nest Doorbell to the factory default. Remember that after the reset, all of your recorded events would get removed as well.

Give these steps a try:

         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.

Looking forward to your response.

I appreciate the help, Lance.

Best,

Emerson

[Kaacey]

Hi EmersonB,

Thanks for your response. I have attempted to reset to factory as you've described, I pressed both buttons in step 2 for 10 seconds and tried a second time holding a bit longer however I never hear a chime or see a yellow light, it always just goes back to a blue light which appears to be pulsing but not in a consistent pattern. The doorbell button works again when you press it but the camera is still offline. Any other suggestions?

Thanks!

[EmersonB]

Hi Kaacey,

I appreciate your update. When there's blue light pulsing on the ring light it means it's ready to be set up. You can check the meaning of your Nest Doorbell's light here. Also, have you removed your Nest Doorbell from your Nest app before adding it back? Let us know your update here.

Regards, 

Emerson

[Kaacey]

Hi EmersonB,

I went ahead and removed the doorbell and attempted to add it again, after going through the setup I get stuck when the doorbell is trying to connect to the app.

Anything thing else I should try?

[Lance_L]

Hey Kaacey,

Since the steps didn't work on your end, I'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once you're done.

Thank you for your help, EmersonB.

Regards,

Lance

[Leopaolo]

Hi, I just ran into this issue and it took me a week to solve.  I tried everything that every forum and website I could find.  Finally, I did two things that finally seemed to work.  1) Power cycle everything.  After resetting your doorbell, turn it off.  also turn off your phone, and most importantly, turn off your wifi router and disconnect all the wires.  Give it a minute or two.  Meanwhile, 2) If you have the Nest Protect, remove that device.  I noticed that when I was trying to re-add my doorbell after resetting it so many times, that it would try connecting to the Nest Protect.  I don't know if it runs a code to try to remember the wifi it used to be on or what, but remove it so it prevents the doorbell from trying to talk to it.  Turn everything back on (doorbell, phone, and wifi).  Follow the setup steps.  Lastly, when connecting to your wifi, even if it fails to connect, try at least five or six more times.

I tried this method three times, and it worked every time, and I tried everything else the internet suggested.  I was literally getting dressed to buy another doorbell during my penultimate attempt because I was so frustrated, when I remembered that even before I bought this doorbell, the Nest Protect always seemed to have connectivity issues.  So when I saw that the doorbell kept trying to connect to it, I thought, let's take this out of the equation.  I then saw that someone had suggested the power cycling, which I had done before, but never without the Nest Protect.  Sure enough when I took the Protect out of the equation, it worked.

As a test, I tried setting up the doorbell a) with the Protect without power cycling, b) without the Protect without power cycling, c) with the Protect with power cycling, and d) without the Protect with power cycling.  option (d) was the only one that worked for me.  I hope this helps anyone in the future. 

As a sidenote, hey Google, please improve your home product ecosystem.  Setting up these products are some of the most cumbersome out of all the smart devices I have in the home.  By the way, the QR code and product code on the back of the doorbell rubbed off very easily; I was fortunate enough to have written down the product code.  The Wyze camera produces a QR code on your phone and has you point the camera to your phone screen.  Why do I have to unmount your products for setup?

[Lance_L]

Hi Leopaolo,

I'm glad to hear that this has been sorted out for you, and thanks for sharing your resolution in the Community. We appreciate people who want to share their thoughts with us. We're always looking for ways to improve, and we'll take this as feedback.

@Kaacey, I wanted to follow up and see if you are still in need of any help. Have you filled out the form above? Let me know if you already have.

Cheers,

Lance

[Lance_L]

Hello Kaacey,

We haven't received your form. Have you had a chance to fill it out? Just in case, here's the link.

Best,

Lance

[Lance_L]

Hey Kaacey,

Buzzing in — do you still need our help? If you haven’t filled out the form yet, here's the link.

Regards,

Lance

[Lance_L]

Hi Kaacey,

Just one quick final check in here since activity has slowed down. I'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Best regards,

Lance

[Kaacey]

Sorry, I had a baby! I ended up replacing the doorbell with a different unit and chsnhed the transformer. The Nest doorbell still doesn't work, I think there is something defective with the unit and couldn't spend anymore time trying to figure it out. Thanks for trying to help.

[Lance_L]

Hey Kaacey,

Congratulations on your new baby! I understand that you are currently busy and do not have time to troubleshoot. If you decide to troubleshoot later, a Nest Pro may be able to help.

If you are in the US, you can contact our installation partner, OnTech, to help you unmount and set up the Nest doorbell.

For all other countries, you can book an appointment with a Nest Pro. More information here.

I'll be locking this thread now; feel free to create a new one if you have more questions or other concerns in the future.

Cheers,

Lance