Video stopped working on doorbell

[tosutherland]

My video stopped working on my Nest doorbell.  Any idea how to fix that?  I have no idea if it has a battery or not.  It still rings fine and the blue ring is lit.  Thank you.

[SteveT1]

Hi tosutherland,

Thanks for reaching out. Let's take a closer look.

A few questions — what is the color of the LED lights on the Nest Doorbell? Is it showing as offline in the Nest app? Is this happening on your live video feed on multiple phones?

Keep us posted.

Best,

Steve

[tosutherland]

Thanks for replying, Steve.  The LED light is blue.  It doesn't show as offline on the Nest app.  All it shows a picture of a little house and says "Away, 48 degrees & Clear, " which is accurate for the weather.  I only have one phone, so I can't answer the last question.  Any help you can provide is much appreciated.  Thanks.

Teresa

[tosutherland]

And if I tap the icon of the house, I can switch it to "home", where it give the weather, too.  It also says "no recent activity," which isn't accurate.

[Brad]

@tosutherland

Have you tried to Factory Resetting your doorbell? I would suggest doing this so it should clear out this issue you are having. I wanted to remind you of some Important things to know before you factory reset. After you factory reset your camera or doorbell:

• Your camera will forget your Wi-Fi network name and password.
• Your camera will be "Offline" in the app. You won't be able to use it until you remove it from the app and reconnect it.
• Any custom camera settings will revert to default settings.
• If you want to save any video footage, before you factory reset, create video clips or timelapses and download the files to your phone or computer.
• If you have a Nest Aware subscription and you plan to continue using your camera or doorbell with the same account, do not cancel your subscription.
• If you plan to get rid of your camera or add it to a new account, before you factory reset, cancel your Nest Aware subscription. After you cancel, your camera's entire video history, Activity Zones, and snapshots will be erased as soon as you remove your camera from the app. Once your video history and snapshots are deleted, they're gone forever. They cannot be recovered. We do not keep backups.

Important: Because a factory reset permanently erases the items listed above, we don’t recommend doing it as a troubleshooting step until you’ve tried restarting your camera and other troubleshooting options.

Best regards,

Brad.

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue. Please let me know if you need further assistance. 

Best Regards,

Brad.

[Brad]

Hi there,

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

[Brad]

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.