No Video on Hub when someone rings doorbell (Nest Hello)

[JosephPrince]

I understand this thread is a known issue with Google. I've added reference links below.

The issue:  When someone rings the doorbell, the hub turns black. The option buttons appear (Talk/Ignore), but you can't see who rang the bell. 

My Question: When will this be addressed by Google? Is it a priority? Can it be escalated? Simply telling users that Google is aware of the bug without a known target resolution date isn't typical for a giant like Google. This "issue" is a major security flaw. As consumers, we put trust into Google and its products, and Google is not reciprocating. Some of us (including me) have subscriptions in place behind these products. 

My setup: Wired Nest Hello doorbell. 2 Google Hubs. 2 Outdoor Cameras. Google Mesh w/6 pods). When I open the app, I can see the cameras fine. Everything works as expected except when someone rings the doorbell - the BIGGEST feature and "ONE JOB" of these devices. 

I'd appreciate it if this thread isn't locked or auto-locked after some time. Those experiencing this issue, and maybe a Community Specialist can keep us in the loop of developments.

Thank You.

Reference Threads - All Closed/Locked: 

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/No-Video-on-Hub-when-doorbell-is-rang-G...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Doorbell-battery-doesn-t-show-vide...

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-Doorbell-wired-Video-Stream-No-Lon...

@PALMS13 

[Brad]

Hi there.

We are fully aware of this issue. I do not have a solution yet because we are still actively working on the issue. I appreciate your patience! This is definitely a priority, but this is not an easy issue to fix, so please allow us more time to get it right. 

Best regards,

Brad.

[Lon5280]

I have a wired Nest Hello door bell plus several nest cams.  They stream flawlessly when i open the Nest App, In any situation except for one…When someone rings my doorbell the stream just spins for many minutes.  To rule out wifi signal strength, I bought a new Orbi satellite positioned 7 feet from my front door.  The signal strength is now very strong but the problem continues.  I find that this defeats much of the purpose of having a video doorbell if I cannot see who’s there when the doorbell rings.

[Brad]

Hey folks.

I am afraid this issue is a bug and I have not been provided with a solution at this time. I ask that you continue to have patience and wait for an update. 

Best regards,

Brad.

[LSimon]

I'm interested in this too.  It has been a constant issue.  Every now and then I'll go through the long process of deleting the Hello device, resetting it and reinstalling it and somewhere along that way it starts working - at least the same day.  But then sometime latter when the doorbell is rung it is back to this problem.   

[Brad]

@LSimon

This is a known bug at this time. We are working on a solution, but do not have one to provide thus far. I am glad that this process is working for you temporarily, but until I get an update from Google, not sure what else can be done.

Best regards,

Brad.

[JosephPrince]

Thanks @Brad! ... Last week, someone rang my doorbell, and the video popped up. Then it didn't again days later. So something positive is happening. We're getting there.

[Brad]

@JosephPrince

Restarting and factory resetting your Google Nest camera or doorbell will have different results:

Restart: Keeps all your settings, and it should reconnect to the same Wi-Fi network. This is helpful if it ever becomes frozen, has trouble reconnecting to the internet, or isn't working normally.

Factory reset: Erases all your settings and options, and restores its factory default settings. It will not automatically reconnect to Wi-Fi and you'll need to set it up again.

You can find this information, plus additional information on this process here. Please let me know if you have further questions.

Best Regards,

Brad.

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue.  We'll leave this topic open for another 24 hrs in case there are any follow up questions or comments. Please let me know if you need further assistance. 

Best regards,

Brad

[Brad]

Hey Folks.

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.