No sound on video from doorbell

[Pete_L]

We have a Google Nest battery doorbell and it's been working great until this week. A few days ago we suddenly noticed that if we looked at a video there was no sound, and if we connected to the doorbell and viewed the live stream there was no sound. No settings had been changed on the doorbell - it's microphone and audio recording settings were still turned on as before. Audio on older recordings is fine, so clearly something has happened to the doorbell in the last few days, but nothing I'm aware of. It certainly hasn't been dropped or hit or damaged externally in any way.

Things I've tried :

* Same results when using two different phones.

* Restarted the phones. 

* Charged the doorbell. 

* Restarted the doorbell (four times). 

* Factory reset the doorbell. 

Strangely, every now and again it will start working normally, then suddenly the microphone will stop working again, only to be working again later. This morning I woke up and the Google Home app said the doorbell was offline. I went and looked out of the door at the bell and it was there, and I heard a "person seen" notification on my phone, so it was clearly working OK (no sound on the recording when I played it back though). 

Suspect I'll be buying a new doorbell 😔

Google Home app version 3.27.1.6
com.google.android.apps.chromecast.app

Phones are both Google Pixel 7 Pro running latest Android (December update). 

Doorbell firmware is Software version: gq-user 1.75 OPENMASTER 440524 release-keys stable-channel

[Pete_L]

Update on this.

Still having the same issue.  Some days the sound works, other days recordings and live footage have no audio.  Noticed that the microphone volume suddenly seems very low (no control for the sound level from the bell in the app it seems - the slider is for your voice when you're speaking to people at the door) when it does work.  Also, if the bell switches from normal vision to night vision there's an audible click, and if the audio was working before the switch it stops after.  More and more convinced that the bell is faulty and needs replacing.

[Jeremyg]

Hi @Pete_L!

Thanks for reaching out to the community. I am sorry to hear that there is no sound on the Nest doorbell. We appreciate all of your previous troubleshooting efforts to fix the issue.
The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Best regards,
Jeremy.