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Randomly stopped getting door ring notifications

Bschro
Community Member

My Nest Randomly stopped notifying me when someone rings the doorbell . My notification settings have been set to on and nothing has been changed in my settings . 
Please help resolve ASAP 

13 REPLIES 13

Jabo-man
Community Member

Been happening for months. Read on  another locked thread that this is a known issue and this has been going on for months. So far there hasn't been any fix and they just keep deflecting. This is unacceptable for a service that we are paying for. We should be getting credits for this period. I can view it from my nest hub or phone when asking it to show me "doorbell" or open app but nothing shows but a blank screen that eventually says camera offline. 

DAJKYYC
Community Member

I have been having this problem for a long time.    

I can have the Camera streaming to my Google Nest Display and it will drop the image every ############ seconds and then say the camera is offline.  The delay when someone presses the door bell can be up to the almost same 20 seconds.   This is occuring in the middle of the day when I'm using my internet at moderate levels.  

I have a Fiber 300Mb/s download and 100+Mb/s upload.   Latency to Google name server is about 27ms.  

While my Google Display is showing "Camera is offline"  This is my network performance.. 

Reply from 8.8.8.8: bytes=32 time=29ms TTL=119
Reply from 8.8.8.8: bytes=32 time=26ms TTL=119
Reply from 8.8.8.8: bytes=32 time=31ms TTL=119
Reply from 8.8.8.8: bytes=32 time=28ms TTL=119
Reply from 8.8.8.8: bytes=32 time=25ms TTL=119
Reply from 8.8.8.8: bytes=32 time=30ms TTL=119
Reply from 8.8.8.8: bytes=32 time=26ms TTL=119
Reply from 8.8.8.8: bytes=32 time=29ms TTL=119
Reply from 8.8.8.8: bytes=32 time=30ms TTL=119
Reply from 8.8.8.8: bytes=32 time=25ms TTL=119
Reply from 8.8.8.8: bytes=32 time=29ms TTL=119
Reply from 8.8.8.8: bytes=32 time=27ms TTL=119
Reply from 8.8.8.8: bytes=32 time=25ms TTL=119

Speedtest is reporting:

From Calgary to Seatle 

Ping 27ms  Download 318.01Mb/s    Upload 106.69Mb/s

Video Bandwidth is set to Medium (Middle), No schedule, No Motion only People detection and Package detection.  Notifications are sent to Push Always. 

I tried to stream the Camera video to my iPad Pro today and only got about the same experience.  About 15 to 20 seconds of video and then it would black out for a few seconds.  Sometimes it would just stay black. 

My Camera is about 20ft from the router and is working on strong signal strength. iPhone and iPad are Full Bars on Wireless AC 5GHz. 

 

I'm at a loss on how to improve this performance.  I've tried to put the Nest onto its own wireless network.  I've tried different Channels.     I do have 7 Arlo Cameras.  While they aren't perfect when streaming to my Google Home.  They aren't Google Cameras.  So I kind of expect that.    I pay for the Aware subscription though I only have the Nest Doorbell.  I'm getting frusterated that the camera is offline so oftern and the delay is almost impossible to speak to someone at the front door.   

 

Please help provide some guidance Google. 

 

Jabo-man
Community Member

I can stream video all day practically with no interruption on my hub and as soon as someone rings the bell ...bam! Offline. Same with my phone display. It never used to do this so something changed on the nest side. 

Jabo-man
Community Member

Well someone just rang my doorbell and it randomly has seemed to start working again on my hub. Person rang doorbell and it came up with video on hub. 

Merges
Community Member

My doorbell was giving me notifications regularly until about three weeks ago. I made sure that all the notifications are set to yes and the zones are set properly. It does give notices when the doorbell gets rung, just not when anyone comes into the zone. This why I got the thing. I've rebooted my phone. Uninstalled and reinstalled the app. Followed advice I've read on other threads on this forum. I just want this doorbell to work they way it is supposed to.  Help, Google

Brad
Community Specialist
Community Specialist

Hi there, 

 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

 

Please let me know if you need further assistance. 

Best Regards, 

Brad.

Merges
Community Member

Hi Brad, 

My notifications are still not working. I even tried ringing the bell to initiate a response, which my phone does give me notice of that, but still continues to not give any notice for within the zone, as I have set up. My husband is on the same network, and he does get notifications on his phone, so the issue is only my phone. I've turned notices off then back on, I've deleted then redownloaded the app, I even removed the doorbell and reinstalled it, all to no avail. 

Thanks for any assistance you can give me,

Laurie

Brad
Community Specialist
Community Specialist

@Merges

 

I am sorry to hear that you're still having this issue! I can imagine it's been pretty frustrating to handle. I am wondering if you have gone through our Help Article to see if any of those steps work for you? If not, take a look and see. Also, I know that there was an update that went out yesterday, I would suggest that you update your devices and see if this has any affects.

 

Best regards,

Brad.  

Merges
Community Member

Perhaps the latest update did something as today I am getting notification. I changed nothing but it's working again, so knock on weed, lets hope it continues. Thanks for your help.

 

Laurie

Brad
Community Specialist
Community Specialist

@Merges

 

Yes we had an update go out, so it should be working fine now! 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

Jabo-man
Community Member

Well I am sorry to report that I just had someone ring the doorbell and it is back to not working. Nothing has changed on network or nest devices.

Brad
Community Specialist
Community Specialist

@Jabo-man

 

I am sorry to hear it went back to not working for you! I would suggest - as annoying as it is, to Factory Reset your Doorbell if you haven't since the update. It may also be helpful to remove the doorbell and add it back into your Home. I have seen that fix issues for other users.

 

Best regards,

Brad.

Brad
Community Specialist
Community Specialist

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.