Trouble setting up doorbell camera

[katrinalamaro73]

Hi 

I've installed the google door camera at my home and my sisters home with no issues.

I've recently purchased one for my mum and have had alot of issues setting it up.

It cant seem to progress past the update app section, it gets stuck.

I've tried reinstalling the google home app, restarting the modem, turning off my mums phone (its android), and deleting and re-adding the device (multiple times).

Its a brand new camera, is this an issue with android phones or with her wifi speed?

Thanks Katrina

[catheryn]

Hi @katrinalamaro73, 

Thanks for posting in the community. 

I apologize for the inconvenience you are having with the new Nest Doorbell. Also, thanks for making some troubleshooting steps to make your device work.

I understand that you are having issues when setting it up, and it’s getting stuck on the update step. 

To provide the best assistance, please share the following information:

• Which type of Nest Doorbell do you have? 
• Are you receiving any error messages during the setup process?
• What is the color of the LED light?
• How far is the doorbell from your Wi-Fi router?

Once I have this information, I can provide tailored troubleshooting steps to help you connect your doorbell successfully.

Thanks,

Catheryn

[katrinalamaro73]

Hi Cathryn, 

its a battery cam. The doorbell was right next to the router. My mum’s phone is an android. The LED is white. There was also a message about putting the phone closer to the battery, the phone was right next to it. 
Katrina

[catheryn]

Hello @katrinalamaro73,

Thanks for your reply and the additional information. 

In order to connect your Nest Doorbell to the Google Home app, we need to ensure it is showing a pulsing blue light. 

Let’s try the next: 

• Locate the reset pinhole on the back of the doorbell. 
  • Tip: The reset pin on the Nest Doorbell (battery) is located below the USB port and above the 2 screws. 
• Insert and hold the pin (you can use an unfolded paperclip).
•  At 10 seconds, you'll hear a countdown tone. (Keep holding)
• At 12 seconds, you will see a white light. When it turns off, release and stop pressing. Then, you will hear a second tone coming from the doorbell 

Finally, you will see the LED light is slowly pulsing blue. Once you confirm that, try to set up your Nest Doorbell again, according to the instructions on How To Install Nest Doorbell (Battery). 

Keep me updated to look for extra steps and make your device connect properly. 

Best Regards, 

Catheryn

[katrinalamaro73]

Hi Catheryn 

i followed these steps as you suggested and it’s still stuck on the 0% download. Then a message pops up, Something may have gone wrong during setup. You may have to reset your device’. 
I’ve reset the device a few times, woul it be the wifi connection?

Thanks

Katrina 

Any other suggestions?

[catheryn]

Hi @katrinalamaro73, 

Thanks again for your reply and the additional information. I'm sorry to hear that the previous steps didn't resolve the issue.

Let's try the following:

• Check Bluetooth settings: Ensure Bluetooth is turned on on your mobile device. Try turning it off and back on to refresh the connection.
• Use Airplane Mode: Put your mobile device in Airplane Mode, then turn on Bluetooth and Wi-Fi.
• Restart devices: Restart your phone or tablet, and reset the joining device to its default settings.
• Restart your modem and router.
• Try a different device: If possible, use a different mobile device for pairing.
• Check network settings: Ensure your network settings are configured correctly and that there are no interference issues.

Please let me know if these steps help resolve the issue. If not, we can explore further troubleshooting options.

Best regards,

Catheryn

[katrinalamaro73]

I’ve already done these steps and tried other devices including a Samsung tablet and Apple IPad. I also tried and checked the blue tooth connection to no avail. I think I’ve re-set and deleted the device from the app over ten times. 
katrina

[SoriaD_]

Hello @katrinalamaro73 

Thanks for your response and all the troubleshooting steps you try to get a solution. I apologize for all the inconvenience. I'm here to help you with that.

I completely understand this situation. Let me lend you a hand to find the solution. 
Please fill out this form to forward this case to my support team. We are so happy to assist you.

Feel free to reply to this post when you complete it. We will contact you to continue searching for an answer.

Best regards,
Douglas.
 

[katrinalamaro73]

Done, I've completed the form

[catheryn]

Hi @katrinalamaro73! 

Thanks for letting us know. I can confirm your submission. 

You will be contacted as soon as one of our technical experts is available.

Regards, 

Catheryn.