New Google Nest Doorbell Setup Issue - "Problem connecting to cloud"

[leahpwong]

I just purchased a new Google Nest Doorbell (Battery) and have been trying to complete setup using the Google Home app on my iPhone. I have never had this app installed on my phone before this purchase, and have no other Google home products. During the setup process and after I have defined the product type and scanned the QR code for the doorbell, a question appears asking, "Do you have any of these devices already set up in this home?", to which I select "No". After this, it asks me if I want to Create a new network, and I select "Create Network" as it seems to not allow you to proceed with any other option if you want to continue setup. However, after this is begins to look like it is loading, but I am presented with a message saying, "Problem connecting to cloud" and to "Please try again later".

I have tried a number of things like, resetting the doorbell, resetting my WiFi, selecting the 2.4Ghz WiFi option given off by my router since I am outside of the US and Canada but nothing seems to be working.

Does anyone know a workaround for this as I am ready to return this item at this point.

[Brad]

Hey there,

Thank you for bringing up the concern you're experiencing, I would love to look into this further for you. The first troubleshooting step that I'd recommend would be to restart your device. This process should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.

Best regards,
Brad

[Markjosephp]

Hello folks.

Thanks for the assist, Brad.

@leahpwong, Were you able to do the steps above? We'd be glad to hear from you; we'd like to make sure everything is working.

Best,

Mark

[Markjosephp]

Hi leahpwong,

I'm checking in to make sure that you've seen our response. Please let us know if you have any additional questions or concerns before we lock this thread in 24 hours.

Thanks,
Mark

[leahpwong]

Hi Brad,

Thanks for your response. When I was on Google Support chat with the senior support team, we tried a number of things that did not work. Please see below for what we tried:

1. Rebooting my mobile device

2. Resetting my WiFi router

3. Uninstalling and then re-installing the Google Home app

4. Factory resetting the Google nest doorbell

5. Using another mobile device on my network.

[EmersonB]

Hey leahpwong,

Thanks for getting back to us and sharing with us the steps you've done with our support team. To isolate this issue, could you create a new home structure and add there your Nest doorbell? Don't forget to reset it to the factory default before you do that. Also, make sure it has a blue light pulsing, indicating that it's ready to be set up.

Keep us posted.

I appreciate the help, Mark and Brad.

Thanks,
Emerson

[EmersonB]

Hi leahpwong,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Regards,
Emerson

[janthadeus]

Hey folks,
 

Leahpwong, how’s it going? Still need our help?

asafm, glad to hear! We appreciate your time sharing the steps that resolved the issue pairing your camera — it's a big help.
 

I appreciate the help here, Brad, Mark and Emerson.

Thanks,

JT

[asafm · Accepted solution]

I spent 1 hour in support chat, and the issue was resolved:

1. Downloaded Nest app

2. In the Nest app, create a new home (don't select the home you created in Google Home). 

3. Go to Google Home app

4. Delete previous home created during initial setup.

5. Use the new home in Google Home app and add Doorbell to it.

[leahpwong]

Wow! This resolved my two week long issue! Google should strongly consider revising the instructions that come with the device, as there is nowhere that indicates that the Nest app must be downloaded first. I really appreciate your assistance with this because I was about to try to return this item!

[janthadeus]

Hi leahpwong,

Awesome! Great to hear! We hear you — rest assured that we'll take note of it. We'll ensure that we'll learn from your experience as we continually improve our products and services. As we got our resolution here, I'm going to mark this thread as resolved. I'll be locking this thread if we won't hear back from you again in 24 hours. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future. 

Best,

JT