Nest video doorbell won’t lock into place on the wall mount

[Sgreever]

This issue was posted in another thread and closed without a solution. 

I am setting up my new Google doorbell.  Everything went fine until I got ready to mount the doorbell into the mount.  The Google video says to line up the bottom of the doorbell with the circle on the mounting bracket and then slide / push down until I hear a click.  I can't get the doorbell to stay locked into the mount.  I've tried several times-- even took the mount off the wall and just tried to mount it to the doorbell while in my hand and it still won't lock in place.  Am I doing something wrong?

 Any suggestions will be greatly appreciated!

And telling me to buy a different brand of doorbell is not helpful. 

[Anonymous]

Return it and try again you could have a faulty unit. There's been plenty of faulty doorbell cameras doing the same... Or take the "not helpful" route

[EmersonB]

Hello Sgreever,

Thanks for reaching out here in the Community. To make sure that we're on the same page and you have the 2nd gen wired, just hit this link to know how to lock it on its back plate and skip it to 8:22 minutes. You’ll also see how to lock or place it with the hex screw above your Nest Doorbell. Let us know how it goes.

I appreciate the response, Fraa.

Regards, 

Emerson

[EmersonB]

Hey Sgreever,

I'm dropping by to ensure that everything is covered here. How's it going? Were you able to perform the steps I’m suggesting? We'd be glad to hear from you.

Thanks, 

Emerson

[EmersonB]

Hi Sgreever,

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

Best,
Emerson

[Blaklobo]

I have been dealing with this same issue, for a time I have been dealing with it, the device just hangs with a piece of tape behind it attached to the bracket so it will not fall over, I don't want to repurchase the device, unless there is a new design fix for it. 
is there any way I can ship it back and have a replacement? It was purchased Via the Google Store.

[Lance_L]

Hello folks,

Thanks for posting in our Community. I'm sorry for the delay and to hear you're having trouble with this. Let’s check it out.

@Sgreever and @Blaklobo, thanks for the additional information you've shared. I'd be happy to take a look at this for you. Please fill out this form with all the needed information, then let me know once you’re done.

Keep me posted.

Thanks for the help, Emerson.

Best,

Lance

[Sgreever]

Apologies for the delayed responding.  This message ended up in my spam folder (run by Gmail ;-)).  I will look at my device tonight when I am home ... but I am almost certain there is no hex screw at the top of my camera.  Does that mean it is a different generation of camera?

Thanks.

Scott

[Lance_L]

Hi Sgreever,

Thanks for the additional information. If your Nest doorbell doesn’t have a hex security screw at the top, you either have a Nest Hello or a Nest Doorbell (battery).

You can check out this handy guide for more information: Technical specs for Nest cameras and doorbells.

Just reach out if you have any other questions. I’d be happy to help.

Regards,

Lance

[Sgreever]

Looks like I must have a Nest Hello (wired) that does not have the hex screw method of connecting the doorbell to the mounting bracket.  That still leaves me with the issue that the doorbell itself is not locked into place.  Suggestions?

Thanks.

Scott

[Lance_L]

Hello Scott,

Thanks for the follow-up information. If you have the Nest Doorbell (wired), simply slide it up the mounting bracket and push it down until you hear it click into place.

Here’s a video guide (skip to 6:10 to watch how to mount the doorbell): How to set up and install the Google Nest Hello video doorbell.

Let me know if that helps.

Best regards,

Lance

[Sgreever]

Thanks for this.  I have followed these instructions but there is no “click” into place.  After doing all of this, I grab the doorbell and just slide it up it is completely unseated and comes right off.  No matter how much I try to get it to seat into the mount, it doesn’t ever click into place.

Scott

[Lance_L]

Hi Scott,

I gotcha — thanks for the additional information you've shared. I'd be happy to take a look at this for you. Please fill out this form with all the needed information, then let me know once you're done.

Best,

Lance

[Lance_L]

Hey Scott,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.

Cheers,

Lance

[Sgreever]

Done.