Nest hello help

[Brytech]

Have had this for a few years with near Zero issues.  Then this week it constantly is going offline. I have rest it, full factory rest it and am less that 15 feet from my mesh hub. It connects for about 30 min and  then goes off line. Power reads a solid 17v wires are secure. The green light is on and the button light is light blue. It doesn't ring or show video  I am out of ideas. 

Oddly  when I first took it down to check it and plugged inbon a USB cable it seemed to work for the most part. Is there a way to run diagnostics? 

[zoeuvre]

Hi Brytech, 

Yikes! Sorry to hear about that — let me take a look at this for you. A few questions: 

• When did the situation start?
• Are you getting any messages or codes?
• 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?
• 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?
• Does the camera have a subscription?
• Where is the camera located? If located in a hard-to-reach place:
  • Do you have a ladder?
  • Are you comfortable climbing up to get the camera?

i'll look forward to your response. 

Best,

Zoe

[Arch3429]

I am experiencing this same issue with my original nest hello doorbell. I have also seen this is a recurring issue but not been able to locate a solution for this. I have been hesitant to open a ticket myself as my warranty has expired. I’ll keep an eye here in case you get lucky with a solution. 

[Levi1980]

Mine crashed and burned the day you wrote this... I have done literally everything. It's just toast. 

[Levi1980]

My Nest Hello just took a dive as well, 4 days ago. Today I have spent the entire morning troubleshooting this. I stuck my router right under it. I used my sons phone to hot spot, connected my phone to it and tried to "trick" the device like I have read about. I manually assigned and IP to the Hello mac address. I disabled the 5ghz channel on my router making the 2.4ghz the only available source. I finally pulled it out and powered it with a charger to no avail. Reset many times. No matter what I do, how close the router is, where it gets it's power, it gives me the same error code NC006 (3.1) (sometimes without the 3.1). Troubleshooting the code results in "... mistyped the password...". Sure, lol, only 86 times. 

It seems the community specialist just gave you a preset list of questions completely missing the fact that this is a Nest Hello issue... I doubt many people have to climb a ladder to ring the doorbell. They also missed that you stated the power reads a solid 17v or they might not have asked about a plug. This seems to be on par with what I've read about Google Support, unfortunate. I was going to make a ticket but, never mind!

I also suspect you, like me, have had a running network with all google devices connected and operational for years and since none of your other products are having issues, NOR did you have issues before two weeks ago, it's likely not your network. 

Google is ending support for Nest all over the place, Nest Secure, "Works with Nest", On Hub Router, the Nest Hub Max is losing features, The Nest app itself is rumored to be gone by about April, 2024, they have begun migrating the gen. 1 cameras over to the Google Home app but, with no ability to scrub through the footage, at least not yet. 

I'm not sure I'll be replacing any google products. I'm getting IP cameras... at least we own them AND control the service. We don't have to worry about being shoved around to various apps and having features taken away. 

To top it all off this is the support we get, I don't blame you for not answering. Sorry I couldn't help... actually, have you turned it off and on again? Ha ha, "IT Crowd" humor. Great show. Best of luck!

[MplsCustomer]

@Levi1980 

Support for Nest Secure and the older Dropcams is what's ending on April 8, 2024, NOT support for the Google Nest app: https://www.googlenestcommunity.com/t5/Blog/An-update-for-our-Nest-Secure-Dropcam-and-Works-with-Nes...

Google Nest is only letting customers on the "Public Preview" version of the Google Home app try out migrating their 1st gen indoor cameras to the Google Home app: https://www.googlenestcommunity.com/t5/Blog/Nest-Cam-Indoor-1st-gen-expanded-support-rolling-out-in-..., with a list of Nest app features that are not available in the Google Home app: https://support.google.com/googlenest/answer/13038234#zippy=%2Cnest-app-only-features (and that list is incomplete).