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What does the nest doorbell 2md gen puck do?

LindaR0902
Community Member
  • We just installed the nest doorbell 2nd gen and have been working on it for 3 days because our indoor chime would not ring no matter what we did. So tonight we took the white puck off and the indoor chime works and the camera also works. Do we need that puck?? This is unbelievably frustrating 
57 REPLIES 57

MplsCustomer
Bronze
Bronze

@LindaR0902 

It connects to your indoor doorbell chime. The "chime puck" provides continuous low voltage electrical power to your doorbell's camera without tripping your indoor chime; see sample wiring diagrams here:

https://support.google.com/googlenest/answer/12153643?hl=en

You'd have to ask Google Nest Support (https://support.google.com/googlenest/gethelp) why yours is working WITHOUT the chime puck and whether you can continue that way.

We have two of the older chime connectors connected to our indoor mechanical chime for two of our Google Nest Hello Doorbells and they've worked fine for years.

AlJS
Community Member

Same with me.. Need answers from NEST...

LindaR0902
Community Member

Update - After 3 hours on chat with Nest technicians, Google sent a new puck for our Gen2 doorbell. Let me just say that at the beginning of both chat sessions (lasting 1 1/2 hours each) I said I thought we had a defective puck but they kept telling me it was wired incorrectly (it was not). Finally they sent the replacement puck. We are installing it tonight after work - a major process since shutting the circuit off also shuts off our internet. I'll let you all know if this works. If it doesn't we're not using it. I actually will not be surprised if the puck interferes with the indoor chime again.

EmersonB
Community Specialist
Community Specialist

Hi folks,

 

@LindaR0902 sounds like a plan. Looking forward to your response.

 

@AlJS can you share with us what happened to your Nest doorbell?

 

I appreciate the help @MplsCustomer.

 

Thanks,
Emerson

Hey @LindaR0902 how did it work out with the new puck? I just got off chat with a representative that stated the chime connector is necessary but my chime only works without it. I have a 16VAC 10 VA transformer. Please let us know how your testing went. Thanks. 

I ended up reaching out to Google support and they sent me another puck. This one has 4 cables coming out of it (2 for the trans and front wires and two that connect to the trans and front terminals. This one worked. 

janthadeus
Community Specialist
Community Specialist

Hey there,

 

IkeReyes, awesome! Glad to hear that! Thanks for taking the time to reach out to our support team.

 

LindaR0902, danielchavez and nike12330, checking back in should you still have further questions here. Let us know by replying to this thread.

 

Best,

JT

@janthadeus 

For Google Nest customers who are having problems with the "chime puck" on the new 2nd Gen Google Nest Doorbell, could you could clarify whether @IkeReyes   was sent a "chime connector" from the old Google Nest Hello Doorbell, or whether Google Nest is now replacing the new 2-wire "chime puck" with a newer 4-wire "chime puck".

janthadeus
Community Specialist
Community Specialist

Hey folks,

 

Checking in should you still have further questions here. Let us know by replying to this thread.
 

Thanks for the help here, Emerson and MplsCustomer
 

Regards,

JT

janthadeus
Community Specialist
Community Specialist

Hey there,

 

Juanus and AlJS, thanks for updating us with your resolution. To make sure, do you have other questions or concerns?

 

LindaR0902, danielchavez, nike12330 and IkeReyes, how’s it going? Still need our help?

 

Best,

JT

My question is: what does that puck do?

@Juanus 

Google Nest Help says: "The chime connector allows the chime's wires to deliver constant power to the Nest Doorbell (wired, 2nd gen) and Nest Doorbell (wired) and protects your chime from damage.  In addition, without the chime connector, you might experience chime buzzing or unexpected chimes."

https://support.google.com/googlenest/answer/9247132?hl=en

Hello, I am having the same problem with the 2 wire chime puck not working. My entire system works without it. How do I get the 4 wire chime puck sent to me? 

janthadeus
Community Specialist
Community Specialist

Hi there,


We haven't received your form. Were you able to fill it out? Do you still need help?

 

Regards,
JT

Google sent me a replacement doorbell. The chime works now. I don’t need any further assistance. Thanks

I could not find the form?

Brenda Donah

I think I need the updated chime puck

janthadeus
Community Specialist
Community Specialist

Hi folks,

 

Juanus, I hope that answers your question.

 

Allhailwaldo, thanks for sharing what works for you. I recommend contacting a Nest Pro in your local area, should you need further assistance from a field expert.

 

Thanks for your continued assistance here, MplsCustomer. 
 

Regards,

JT

danielchavez
Community Member

I am also having the same issue. My doorbell rings without the chime puck, but goes quiet with it connected.

I contacted support and they told me they cannot send a chime puck replacement and that my only option is to ask for a refund. I also referenced this community post.

How frustrating and dissapointing is this answer?

nike12330
Community Member

Same issue here - anyone have any luck getting any clarity on this? Had asked support directly if it was okay to use the doorbell without the chime connector and could not get a straight answer. Just told me to have a technician look at the wiring but makes no sense to me if the chime rings without the connector - doesn't that mean it's working?

Juanus
Community Member

I am so happy that I found this answer. I was having the same issue where it would not ring my indoor chime. I took the puck off and it works great!

For the record, my doorbell transformer is 16V/10VA. The minumum requirement to make video work. I wonder if I had the puck, it was sucking up just enough juice to not have enough power to ring the internal bell.

AlJS
Community Member

My configuration includes an electric doorbell, not an electronic one...I originally had a 16V 20VA transformer. It would not work with the puck on.. Worked with a 10ohm resistor across the T and F terminals.  I upgraded to a 20V 40VA transformer. It now works with the puck after removing the resistor.

 

Allhailwaldo
Community Member

Was reading this post, as I just installed my doorbell, and was having the same issue everyone else was having.  I noticed that when the puck is connected, the plunger is moving, but not enough to ring the bell.  Once I remove the puck, the chime works fine.  I'm gonna leave the puck off and hope nothing happens, or until Google nest has a fix for this issue.  If anything I would find a local installer to verify the install, or see if they have this issue before and what solutions they found.  If the chime works without the puck, then leave it...

 

Update, never called a pro, I just decided to upgrade my transformer, and that solved the issue.  Double check your power I went from 10v to 24v and now the chime works with the puck attached.

i can't get my chime puck to work, My is four wires two black and two white and the chime has white wires. How can I get it to work

I did change my transformer and I still can’t it it to work

@Keto 

Below is a Google Nest Help page with wiring diagrams for the 2-wire "chime puck" that comes with the newly released 2nd Gen Google Nest Doorbell:

https://support.google.com/googlenest/answer/12153643?hl=en

Below is a post from this forum with a wiring diagram for the 4-wire "chime connector" that comes with the older Google Nest Hello Doorbell:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Wiring-diagram/m-p/24455

Hey folks,

 

I hope MplsCustomer's shared articles answers your questions. Let me know if there's anything else.

 

Thanks for your continued assistance, MplsCustomer.

 

Best,

JT

LindaR0902
Community Member

Hello All - after several tests with the puck and without the puck, we have decided to leave the puck off. It just doesn't work when connected. According to AIJS - the puck worked when he upgraded to a 20V 40VA transformer. Maybe we'll try that. I wish Google had a good answer for this. Very frustrating. 

janthadeus
Community Specialist
Community Specialist

Hi there,
 

LindaR0902, I understand how you feel about this. I appreciate your time isolating the issue — it’s a big help. Your transformer compatibility depends what country you live in. The recommended voltage for North America customers is 16 to 24 V AC and 10 to 40 VA for the power. While the recommended voltage in other countries is 12 to 24 V AC for the voltage and 8 to 40 VA for the power. Have a look at these guides: Check Nest doorbell compatibility and Nest doorbell chime doesn't ring or sounds weak.
 

MplsCustomer, gotcha! The Nest Doorbell (wired, 2nd gen) must be connected to a chime connector with 2 wires. 
 

Take a look at this wiring diagram:

 

 

Thanks,

JT

janthadeus
Community Specialist
Community Specialist

Hi there,
 

To avoid potential humming, continuous ringing, or buzzing noises from your indoor chime, we advise attaching your chime connector. The puck getting damaged is extremely rare, yet it can still happen. When it does, smoke is produced, which has the potential to turn into a fire.

 

I hope that answers your question.
 

Best,

JT

@janthadeus 

Are you suggesting that the "chime puck" could start a fire?

Hey MplsCustomer,

 

I'm sorry for the confusion. No — we're not suggesting it. The chime connector allows the chime's wires to deliver constant power to the Nest Doorbell (wired, 2nd gen) and Nest Doorbell (wired) and protects your chime from damage.

 

Best regards,
JT

Brad
Community Specialist
Community Specialist

Hey there,

Sorry to hear about your experience regarding this inquiry. We’re always looking for ways to improve, and appreciate your feedback. You can send it at any time using your devices by saying, "Hey Google, send feedback," or by following the steps found here

Best regards,
Brad

janthadeus
Community Specialist
Community Specialist

Hey folks,

Plaxe29, gotcha — we're always looking for ways to improve and we'll take it as feedback. Also, we’re glad to hear that your problem is fixed.

Mcmanuspop, thanks for sharing your thoughts about this. Let’s check — could you fill out this form and let us know once you’re done?

Ruiza4 and nike12330, let’s monitor your indoor chime for now. In case it goes off again, please also fill out the form so we can further assist you.

Best,

JT

janthadeus
Community Specialist
Community Specialist

Hey folks,

Plaxe29 and mcmanuspop, thanks for the update. We hope that replacing your doorbell and chime connector respectively fixed the issue. To make sure, do you have other questions or concerns?

MplsCustomer, we hear you — rest assured that we'll take note of it. We'll ensure that we'll learn from your experience as we continually improve our products and services.

Ruiza4, I'm sorry to hear about your experience but we want to make this right for you. Please also fill out the form so we can further assist you.

Best,

JT

EmersonB
Community Specialist
Community Specialist

Hi everyone,

 

@Sbaird02 thanks for sharing with us your experience. We're glad that it's working fine on your end. Let us know if you have more questions in mind.

 

I appreciate your response, JT, Brad and MplsCustomer.

 

Regards,
Emerson

janthadeus
Community Specialist
Community Specialist

Hey Bdonah,

 

I'm sorry to hear about your experience but we want to make this right for you. Please fill out this form so we can further assist you. 

 

Thanks for chiming in, Emerson.

 

Best,

JT

janthadeus
Community Specialist
Community Specialist

Hey there,

 

mcmanuspop, awesome! We're glad to hear that.

 

Bdonah, We got the form you've submitted — thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.

 

Cheers,

JT

janthadeus
Community Specialist
Community Specialist

Hello Bdonah,

 

Our team will reach out to you via email for further details, please check your email from time to time. Also, please be advised that this thread will be locked after 24 hours.

 

Best,

JT