Persistent Offline Issue with Google Nest Doorbell (Gen 2) and Limited Video Access

[Sarangan]

Dear Google Nest Support,

I am writing to report an ongoing issue with my Google Nest Doorbell (Generation 2). For the past few months, the device has been consistently showing as offline in the Google Home app, preventing me from viewing the live feed. Although I can access the video history, only some of the recorded short-duration clips are viewable, while the rest are unavailable.

Could you please provide an update on this issue? Thank you for your attention to this matter.

I look forward to your prompt response.

Best regards,

Sarangan 

[Adapo]

I can’t help you, but I just wanted to add the same thing has been happening to me with the Google floodlight camera. It says off-line cannot take videos and the feed is unavailable. I wonder if these two things are related?

[mccarsond]

Hi, Adapo-

Same issue with floodlight here. I have 2, and they go offline randomly, sometimes lasts a day, other times a week.  Started about 6 weeks ago.  Only happening with the floodlight cam, my other Nest/Google cams working with no issue.  Even when it says "offline" I still get alerts and it records whatever motions it sees--so it really isn't offline.

I found if i turn the switch off the light is connected to, let it run on battery for a couple minutes, it comes back online.

It started about the same time as when users on this board started saying "I can't re-add my camera back to the app" or "I can't complete setup."  I'm guessing that is probably related.

[girlybabya]

Nothing Google will do to help ...I've troubleshoot with them many times and after the one year warranty, it's like, " we can't help you after the warranty is up." I thought buying the newest one would help would resolve the issue buy NOPE, down another $300.00 ! Someone mentioned that it's a glitch that Google hasn't fixed yet but alot of people are experiencing the problem. Its not a wifi issue, even had a technician come out and he said this happens alot to Google doorbell caneras and restarted it, charged it from the doorbell...nothing...dont BUY ever again..definitely learned my lesson the second time around

[MplsCustomer · Accepted solution]

@Sarangan 

If you are within the 1-year warranty period, you could try contacting Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.