Nest wired doorbell camera shuts off when pressed

[bil1]

For the past several weeks, whenever someone rings my wired 1st generation doorbell, the camera disables, as I can see on my Nest display. I am able to hear the bell, however cannot see the person on the display. I sometimes don't h have this problem on my Nest App, but always on the display. Also, when changing tones, the person outside does not hear the "Christmas, etc" tone, only the regular ring. If I am looking at my Nest Display, I can here the correct tone, but again, no video. Eventually the video goes back on. I can always ask google to stream the doorbell, and it always works fine. But once someone presses that doorbell button, nothing works properly. This is a wired 1st generation product purchased 4 years ago. I have rebooted the doorbell, reconnected wifi- but nothing helps. Am I looking at the end of life for this product or is there some fix? Haven't found anything in any forum or search to solve this. Any help would be much appreciated.

[MplsCustomer]

@bil1 

You're the second customer to report this today.

Your issue might be that the internal battery in your Nest Hello is failing.  (Yes, it has an internal battery that most of us didn't know about; it is supposed to power the doorbell's camera during the instant when the doorbell button is being pressed.)  This battery failure causes the doorbell to go offline for a minute whenever the doorbell button is pressed. This has happened in succession to all three of our Nest Hello doorbells, and to hundreds of other customers' doorbells; see this long post with over 1,000 replies: https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Hello-Doorbell-cuts-out-when-butto....

Since Google Nest says they "cannot" replace such doorbells if they're past the 1-year warranty, we are using the workaround of turning off the "Indoor chime" option on the doorbell. While this means our indoor doorbell chime no longer rings, our doorbells now stay online even when the doorbell button is pressed. We instead turned on the "Visitor announcements" option (https://support.google.com/googlenest/answer/7672451), to get doorbell announcements on our Nest Hubs and Nest Mini.

A few customers have tried prying open their doorbells to replace the indoor battery, but the doorbells are not really designed to be pried open:

https://www.ifixit.com/Guide/Nest+Hello+Battery+Replacement/131729

[bil1]

I have seen that suggestion- I have looked everywhere, and I cannot find where to turn off the indoor chime.

And yes, tech support told me to buy another doorbell.

[MplsCustomer]

@bil1 

This option:

[bil1 · Accepted solution]

Wow- that actually worked, and the nest display sound is loud enough, so I really don't need the indoor chime. Think I will hold off an buying another. Thanks for the help! 

[MplsCustomer]

@bil1 

Yay!

We've been using the workaround for a year now for all three of our Nest Hellos, rather than buying new doorbells.  Two of them also have silicone skins now because they started peeling; another common defect in the Nest Hellos.  But all three still work.