On my 3rd Nest Doorbell and the same problem: "Device Offline" and/or "Live Video Unavailable"

[naratcliffe]

My Nest Doorbell randomly started having problems about 2 months ago.  It was working perfectly for nearly a year and then boom - it started hiccupping.

• I get push notifications telling me it's "Offline"
• Connecting to the live video yields a "Live Video Unavailable" message and I can't make it work
• It does work, sporadically.

Troubleshooting I've done:

• This is my THIRD doorbell... I bought a new one and it didn't work, and then I got RMA'd a replacement by Google and that didn't work either (that's the one currently isntalled)
• I've tried full factory resets on all 3
• I've tried removing/adding to my Google Home app
• I've tried different mounts, because I read somewhere it might not like the mount
• My router is about 20 feet away and was never a problem for >6 months
• My Home app is the current version from the iOS stor

It's hard to believe this is a doorbell issue considering it's my 3rd doorbell, so I'm assuming it's an App/phone issue.

[MplsCustomer]

@naratcliffe 

If your battery doorbell is NOT wired and is running on battery power, you could test whether or not the location (and WiFi signal strength) is a factor in it not working by temporarily setting your battery doorbell and its mount in a temporary location close to our router and see how it behaves. I know you said it worked fine for over 6 months, but perhaps an update of the camera's firmware has made it more sensitive to WiFi signal strength.  It's just a thought.

[naratcliffe]

Appreciate the suggestion, but no dice. 

[MplsCustomer]

@naratcliffe 

I'm sorry I can't suggest anything further as just another Google Nest customer. It does seem, judging from posts in this forum, that other customers are having similar offline/video unavailable issues with the battery doorbell. We bought another Google Nest Hello Doorbell early this year instead of the battery doorbell after seeing all the posts in this forum about cold weather concerns with the battery doorbell; I'm glad we went with the older Nest Hello.

[Brad]

Hi there,

First off; thank you for all of your help on this thread, MplsCustomer.

I would invite you to check out a thread we have regarding this, found here. It has some feedback and other workarounds in it, and as we are still monitoring this, I would love for you to check the thread out. Please let me know if you have further questions or concerns.

Best regards,

Brad

[naratcliffe]

Thanks for the copy-paste reply like you've given in every other thread on this topic.  Believe me, I've spent hours reading threads on this. All you do is point people in circles.

The thread you linked to is just full of people with unresolved issues.

I'm on my third doorbell.  It's not the unit that is the problem.  And yet, I've never seen anything to try but "reset" or "reinstall".

[Brad]

@naratcliffe

Seeing as it is an ongoing inquiry, that main thread will be the best place to search for answers and updates. Thank you for your patience and for sharing your feedback.

Best regards,

Brad

[janthadeus]

Hey folks,

I want to check if you still need help. Don't hesitate to reach back if you do.

I appreciate your help here, MplsCustomer and Brad.

Thanks,

JT

[naratcliffe]

It appears to be working now - I have done nothing new.  Possibly a software update?  I will re-open this if the issue arises again.

[EmersonB]

Hello everybody,

@naratcliffe we're glad to hear that and thanks for getting back to us. Please let me know if you have other questions or concerns as I will be locking this after 24 hours. Feel free to start a new thread and we'll be happy to help.

I appreciate the help, Brad, MplsCustomer and JT.

Regards,
Emerson