Notifications stopped for Nest Doorbell (wired)

[PVHey]

I'm no longer receiving notifications on the Home app on my phone for my Nest doorbell (wired). Notifications previously worked fine but stopped around 2 weeks ago. The doorbell itself is working fine so I think the issue is with the Home app. Other family members with the same set up receive notifications as normal on their phones. I have followed all advice available online on this issue, including checking notification settings, clearing data from home app and uninstalling/reinstalling the app. Nothing has worked so I'm hoping for advice on how to resolve this please 🙏.

[PVHey]

Thanks. I have checked optimisation settings and I've erased all data and reinstalled the app, but it hasn't solved the issue. 

[nerys]

Hi PVHey,

Thanks for posting in the community!

I'm so sorry to hear that suddenly you stopped getting notifications of your Nest Doorbell and that other family members get them. Don't worry; I'm here to help! Just to get started, I'd like to confirm some information with you. Can you please help me answer the next questions?

• Just to confirm. You said you have a Nest Doorbell (wired) that works on the Google Home app. Is this a first or second generation device? I share with you some articles that describe and show pictures or videos of the differences between the Nest Doorbell (wired) and the Nest Doorbell (wired, 2nd gen.).
• Are you the primary owner of the device? Was the Nest Doorbell initially installed on your phone?
• Are Critical Alerts enabled?
• How strong is the WiFi connection near the Nest Doorbell? Please share your download and upload speeds.

Knowing this information will allow me to share some troubleshooting steps that might solve this situation.

In the meantime, if you have more questions for me, feel free to reply to this post. I'll be happy to assist further! 

Best regards,

Nery.

[PVHey]

Hi Nery

Thanks for your help! To answer each of your questions in turn.

• It's a 2nd generation device. 
• I am the primary owner and it was initially installed on my phone. I have actually just factory reset the device and reinstalled it, again on my phone, but it didn't resolve the issue. 
• Yes, critical alerts are enabled. 
• The WiFi connection is strong. I have 500Mbs upload and download. Testing the doorbell connection specifically, see the screenshot below from Google Home (I have a Nest WiFi meshed system).

Hope that gives you the info you need and I look forward to your suggestions! 

Paul

[nerys]

Hi PVHey,

Thanks for your reply and for sharing this useful information!

Let's try some troubleshooting steps together.

• Since Critical alerts are enabled, let's try to turn off and then on all notification settings in the app.
  • Open the Google Home app.
  • Go to Settings and then Notifications.
  • Turn off all the notification settings, and then close the app.
  • Wait for thirty seconds, and then turn on all the settings again.
• Check the app's permissions.
  • For Android users:
    • Go to the device’s Settings.
    • Select Apps and notifications.
    • Select all apps.
    • Locate the Google Home app.
    • Select Notifications.
    • Ensure that the toggle is on.
  • For iOS users:
    • Go to the device’s Settings.
    • Look for the Google Home app.
    • Select Notifications.
    • Ensure that the toggle is on.

Also, just to clarify, can you please tell me what device you are using? 

I hope this helps! If you have more questions for me, feel free to reply to this post. I'll be happy to assist further! 

Best regards,

Nery.

[PVHey]

Hi Nery 

Thanks for this suggestion. I've been through the steps and it hasn't made a difference: the push notifications are still not working. 

My phone is a OnePlus12, using Android 14/Oxygen OS 14.0.

Best wishes 

Paul

[nerys]

Hi PVHey,

Thanks for trying these troubleshooting steps!

Some final questions: when you go to the Google Home app and try to see the event video history, do you see all the event video history without any difficulty? Is the Google Home app up-to-date?

If so, my team would like to know more about this behavior. When you get a chance, please fill out this form. Remember to include the link to this thread. Let me know when you’re finished. From there, we'll contact you via email. 

In the meantime, if you have more questions for me, feel free to reply to this post. I'll be happy to assist further!

Best regards,

Nery.

[nerys]

Hi PVHey,

We haven’t seen your form submission come through. Were you able to access it alright? Did the steps I sent work? Let me know if you’re running into trouble or still need our help!

If you have more questions for me, feel free to reply to this post. I'll be happy to assist further! 

Best regards,

Nery.

[PVHey]

Hi Nery

Apologies, I didn't have time to reply yesterday. I'm afraid the link to the form isn't working for me, I'm getting "Error 503 (server error)"

On your other questions: 

• When you go to the Google Home app and try to see the event video history, do you see all the event video history without any difficulty?  Answer: yes, I do (though note I don't subscribe so I only get the 3 hour history). 
• Is the Google Home app up-to-date? Answer: yes, it is - it is on version 3.22.1.4.

A couple of other points to note:

•  I spent a couple of hours on the phone with a Google Nest support technician about this issue last weekend. She was unable to resolve it and said that I would receive an email within about 48 hours with further advice/a resolution, after senior managers had taken a view. The email hasn't arrived yet, though. I can give you the case id reference if helpful. 
•  Probably not relevant, but I also have a google pixel watch (1st model) with the home app. 

best regards

Paul

[nerys]

Hi PVHey,

Thanks for your response and for taking the time to share this information.

I apologize that the form link wasn't working. We had some technical difficulties, but it should be working now. Please let me know if you can access it.

I'm also sorry to hear you haven't received a follow-up email. Please share the case ID reference with me so I can follow up with my team. When you fill out the form, you can also include the case ID for their reference.

In the meantime, if you have more questions for me, feel free to reply to this post. I'll be happy to assist further! 

Best regards,

Nery.

[PVHey]

Thanks Nery. I've submitted the form, including the case ID, which is 2-9732000036867.

[PVHey]

hi Nery - a quick question in case it is significant. I use the Nest app for my two nest thermostats (2nd gen) but I have never added the doorbell to the nest app, I just added it and use it through the Home app. That's never caused any problems before and I have followed all the set-up guidance, but do let me know if I should be using the Nest app for the doorbell. 

[nerys]

Hi PVHey,

Thanks for sharing the case ID and for taking the time to fill out the form!

You mentioned having a Nest Doorbell (wired, 2nd gen). This device is designed to be set up and controlled through the Google Home app. There's currently no option to set it up using the Nest app. So, there's no need to add the Nest Doorbell to the Nest app; you're doing a great job using just the Google Home app.

I hope this information helps! Let me know if you have more questions for me! I'll be happy to assist further!

Best regards,

Nery.