Nest hello Doorbell won't connect

[PirateNo1]

I had my nest Hello doorbell set up and working then suddenly it went offline, I tried all the resets and reboots, but nothing helps trying to reinstall and the app wont see the doorbell anymore, I even tried a factory reset but it doesn't seem to work I dont get a yellow light. I think the unit might be faulty?

[EmersonB]

Hi PirateNo1,

Thanks for posting here in the community and I'm sorry to hear if you're having trouble reconnecting your Nest doorbell to the app. To confirm, how far is the camera from the router? Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the camera? It should have a pulsing blue light, indicating that it's ready to be set up. You may follow this link to properly reset your Nest doorbell.

Looking forward to your response.

Best,
Emerson

[PirateNo1]

The door bell is about 10 feet from the router and there are no electronic devices between the bell and router. It wont do a full factory reset. It comes on pulses a blue light 3 times then goes off it doesnt keep pulsing.

[PirateNo1]

I am really Annoyed and angry, Its over a year old but less than two year old. We haven't had a problem with it then it suddenly goes faulty, It has a definite fault as it will not do a factory reset. its blue light comes on and pulses for about 20 seconds then goes off at the same time the top green light flashes. I have done everything on the instructions there is no problem with the Wi-Fi as all my other google home products are working fine and there are no electronic products in the way. I have tried to do the factory reset over a hundred times with no joy. For the expense of these products I would expect better longevity of the product, I was about to invest in Nest thermostat but after this with the nest hello I have reconsidered. I will have to look at better quality products vastly disappointed. I might also add as an IT engineer I do know what I'm doing so it isn't a user fault!

[PirateNo1]

Hi my nest hello doorbell is less than 10 feet from the router and was working perfectly then wouldn't connect suddenly and there are no other electrical devices between the doorbell and router. I cant get the unit to do a full factory reset following the instructions.

[EmersonB]

Hello PirateNo1,

Thanks for getting back to us. May I know what the light status of your Nest camera is? 
 

Give these steps a try:

1. To remove your doorbell from its base, insert the release tool into the hole at the bottom of your doorbell. You can also use an unfolded paper clip or a thumbtack.

• Tip: Don't unscrew the wires attached to the back of your camera.

        2. Hold down two buttons on your doorbell for about 10 seconds:

• Hold down the reset pin on the back (insert the release tool or paperclip into the hole near the top).
• At the same time, hold down the big doorbell button on the front.

        3. Your doorbell will chime and its light ring will start spinning blue, then flash yellow, and then all the lights will turn off.                    Release the two buttons.

        4. The factory reset is complete when your camera chimes and the light ring starts slowly pulsing blue.

        5. After the factory reset, your doorbell will appear as "Offline" in the app until you remove it.

        6. To remove it from the app: open the app, then tap Settings Nest settings icon Remove device  Confirm.

Keep us posted.

Best,

Emerson

[EmersonB]

Hi PirateNo1,

Were you able to do the steps above? I'd be glad to hear from you — I'd like to make sure everything is working.

Thanks,
Emerson

[PirateNo1]

I have repeatedly done all the steps to do a factory reset but it just wont reset?

[janthadeus]

Hey folks,

Thanks for trying to isolate the issue with your Nest Hello doorbell (wired). We appreciate your efforts here. Let’s sort this out — a few questions: what’s the status light of your doorbell? What’s the voltage of your transformer? How’s the temperature of the doorbell (warm, hot, cold or normal)? What country are you located in? Has there been any recent power outage in your area? Also, has it been exposed to direct sunlight?

Here are some troubleshooting steps you can try:

1. Ensure the wires are connected securely into the doorbell.
2. Remove the wires from the doorbell then use the included USB cable to plug your camera directly into a USB port on your computer.
3. When the light pulses blue, wait for a couple of minutes to reconnect it to your Wi-Fi. Otherwise, your doorbell is dead.
4. Mount your doorbell to the wall plate.

Important: When the doorbell shows a blue pulsing light when connected to a computer, it means it’s working. There may be issues on your wires or transformer. I recommend scheduling a visit with our partnered Nest Pro.

I appreciate your help here, Emerson.

Thanks,

JT

[PirateNo1]

I have connected the bell to a computer and nothing the computer does not see anything I have left it on over 3 hours and the computer still wont see it when connected to the pc via the usb no lights or sounds? I have also connected to it via a power point and nothing again left it for several hours and still nothing. It is a normal temperature and is not in a direct sunlight position, there has been no power outages or spikes in the the power supply as I have protection against this. I am really Annoyed and angry, Its over a year old but less than two year old. We haven't had a problem with it then it suddenly goes faulty, It has a definite fault as it will not do a factory reset. its blue light comes on and pulses for about 20 seconds then goes off at the same time the top green light flashes. I have done everything on the instructions there is no problem with the Wi-Fi as all my other google home products are working fine and there are no electronic products in the way. I have tried to do the factory reset over a hundred times with no joy. For the expense of these products I would expect better longevity of the product, I was about to invest in Nest thermostat but after this with the nest hello I have reconsidered. I will have to look at better quality products vastly disappointed. I might also add as an IT engineer I do know what I'm doing so it isn't a user fault!

[janthadeus]

Hi there,

I’m sorry if you’re still having trouble with this. Thanks for trying and we appreciate sharing your thoughts with us. We’d like to further check on this — could you fill out this form and let me know once you’re done?

Looking forward to your response.

Best,

JT

[PirateNo1]

Form filled as requested.

[janthadeus]

Hey there,

Thanks for the update. 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.

Best,

JT