Unable to reconnect Nest Doorbell ( Gen 2 wired ) to home account .. NOT A WIFI ISSUE

[westiebj]

Hi

I hope you can help with another Nest Doorbell wired 2nd Gen issue ( I have tried to implement all the recommended fixes for similar issues mentioned on this and other sites )

Problem :-

I accidentally removed home account so I recreated Home and manually added again all devices ( 3rd party and Google Cam and Hubs and Nest Thermostat ) successfully
Unfortunately this failed to reinstall Nest Doorbell using both the Nest app and the Google app with following error - 

“Failed to connect to home account NC009”

This was proceeded by the Nest Doorbell issuing several twin tones and yellow ring lights

Attempted solution :-

Factory Resetting the Doorbell using the pin in the rear hole of the Doorbell ( after physically dismounting the device ) This was done multiple times
Rebooting the doorbell ( powering off and on ) multiple times
Rebooting router
Completely deleting device from home account and re-adding ( multiple times)
Attempting to connect via USB to configure device ( no joy at all )

Observations :-

When adding the Doorbell both the Nest and Google app successfully completes the identification step, offers the last 4 digits of serial number to confirm device, accepts the wi-fi settings I enter and completes network test successfully and then fails on final setup to connect to home account
I have even created a new home account using a different name ( so I have two separate home accounts with different names ). Also fails with same problem
Curious thing is after it fails the final setup stage it shows the doorbell in my devices and when clicked shows a spinning wheel trying to connect. So the doorbell is sort of there ?
All apps and firmware are the latest available

Any help really appreciated as getting hold of google support is proving impossible as I dont have X or Facebook and limited time for a live “chat”

Many thanks in advance

[MplsCustomer]

@westiebj 

Which doorbell do you actually have? I'm asking because, if you have the 2nd gen Google Nest Wired Doorbell, it can only be installed in the Google Home app; it has never worked in the Google Nest app. And if you have the 1st gen Google Nest Hello Doorbell, it can be install in the Google Home app if you have "transferred" it from the Google Nest app to the "Public Preview" version of the Google Home app.; otherwise it is installed in the Google Nest app.

The 1st gen Google Nest Hello Doorbell is factory reset by pressing BOTH the reset pin AND the large doorbell button while keeping the doorbell attached to your doorbell wires, while the 2nd gen Google Nest Wired Doorbell is factory reset by pressing just the reset pin.

https://support.google.com/googlenest/answer/9252162

After a successful factory reset, you should get a pulsing blue light ring on the 1st gen doorbell, and a pulsing blue status light on the 2nd gen doorbell, indicating they are ready to be connected.

[westiebj]

Hi

Many thanks for taking the time to reply 

Yes it would seem I have a 1st gen bell as I did originally set it up using the Nest App before Google got involved. I think my confusion is due to seeing my doorbell and Thermostat in both the Nest App and the Google Home app, although I only see my additional Google cameras in the Google Home app

so it would appear I had not not done a full reset as I only pressed the reset on back with a pin. Thank you for clarifying the correct method

i have not yet migrated my Nest devices fully across to Google using the “public preview” as you mention as I have read that the Nest app is superior

However I have just noticed that my doorbell has now oddly just connected all by itself approx 12 hours !

There have been no changes made to the infrastructure .. it just suddenly connected.

Very odd

Anyway many thanks again for the reply and I now know the proper way to reset the doorbell

Regards

Westiebj

[MplsCustomer · Accepted solution]

@westiebj 

I'm glad your doorbell suddenly connected itself; I have no explanation.

The reason you can see your doorbell in both the Google Nest app and the Google Home app is because at some point you migrated your Nest ACCOUNT to a Google ACCOUNT and now log in with a Google (gmail) account.  We did it in 2019 or 2020.

We are NOT using the "Public Preview" version of the Google Home app, and have NOT "transferred" any of our 1st gen cameras and doorbells to the Google Home app except for the one in our Nest Hub Max, and that one only because it was no longer working in the Google Nest app.  The Google Home app still lacks many of the functions in the Google Nest app, and people in this forum keep reporting that when they do "transfer", their cameras and doorbells suddenly start going offline.