It happens quite often for Google Nest Hello camera or doorbell to go offline. Obviously, if the device is offline then it’s unusable. There are a few reasons why you may get this error on Google Nest devices.
Most of the time, Google’s Nest camera or doorbell keeps going offline due to internet interruptions, weak WiFi signal, power issues, outdated firmware and app, and local interference.
In this guide, we will give a few tips on how to troubleshoot a Nest Hello device that keeps going offline. Go through each suggestion carefully and we will be sure your camera will be online in no time.
How to fix Nest Hello keeps going offline issue?
Like with any electronic device, the Nest camera or doorbell is prone to power issues. Let’s start by going through some common things you should do when troubleshooting the device for power-related issues.
- Ensure that the connection into the outlet and on the Nest is securely in place. So, inspect the unit for any loose cable.
- If you have a Nest camera, check to see if the light is off or blinking yellow. If not light, it means that the camera is not getting powered on at all.
- If you’re powering the Nest device via a battery-powered setup, ensure that the camera is not in low battery. If so, recharge it and see if the LED lights are correct.
- If you think the wiring is okay, then you can try to plug the Nest device in another power outlet to see if the problem gets fixed. If the unit has power issues, it means it’s not getting enough juice or the power is unstable. In both cases, it will show online.
- Check the power cord, sometimes it’s defective and doesn’t power the device.
- If you have a Nest doorbell, ensure the doorbell is wired correctly according to the specs. Also, make sure you’re using the correct power transformer/supply. If it is correctly wired, you may need to upgrade the power transformer.
The placement of the Nest Hello camera or doorbell
The spot where you install (or just place) your Nest device may be the reason why it keeps going offline. Extreme cold or hot temperatures may affect the Nest and make it behave erratically.
To avoid the temperature-related issue, make sure your Nest device is not placed close to a fireplace, close to an AC vent, or outdoors at very low temperatures. As a matter of fact, you need to follow the device’s spec for operating conditions.
In these kinds of temperatures, Nest will shut itself off as a way to protect itself from damage. Sometimes it doesn’t and the unit may struggle to stay online, hence, it goes randomly offline.
We’d suggest relocating the camera to a different spot where the temperature conditions are within the allowed limits set by the manufacturer. Then check if the issue is solved.
Check the internet connectivity
Another thing that makes the camera be offline is the internet connection. Nest devices need an internet connection in order to connect to the server and app. If there’s no internet, it can’t be online.
If you notice that the device goes offline randomly, then comes back online, or it goes offline at the same time as other equipment you may have in your home (such as streaming TV), then it’s possible that you got an internet connectivity issue.
The WiFi needs to be strong and covers the whole area where the device is installed. If the WiFi is not stable, or it’s too slow, or simply doesn’t cover the spot, then the device will show offline issues.
To troubleshoot, start by rebooting the WiFi router. Unplug the router or the modem for 60 seconds, then power it back. Wait a few minutes and see if the connection is good. Also, check with your ISP to ensure there’s no internet outage in your area.
Next, try restarting your Nest device by powering it off and then back on again. Try disconnecting some of the other devices on the network and see if the connection with the Nest device improves.
If so, then you may have a bandwidth issue and your WiFi can’t support all the devices (laptops, TVs, smart devices, phones, etc).
Bring the WiFi access point close to the doorbell/camera and see if the connection improves. If your WiFi router is far away, then it’s possible the Nest device can’t establish a stable connection.
Nowadays the WiFi routers are everywhere and if you scan the wireless signal you may find tens of them. When there are so many WiFi signals, it’s possible to have an interference issue caused by your neighbors’ signals.
Most devices that connect to the WiFi network use the 2.4GHz band which is the most common one and is used by various devices on the network such as phones, laptops, smart devices, etc. Even appliances such as microwave ovens use the same band.
To avoid the interference that may cause the Nest camera or doorbell to be offline, you can change your router’s WiFi band.
Usually, there are 11 channels in a regular router that utilizes 2.4GHz, but you should not use all of them. Certain channels are less prone to interference. We’d recommend using channels 1, 6, or 11. That’s all. You should avoid the other channels.
Log in to your router, navigate the WiFi settings and you should see a drop list with all the available options. Choose the one recommended by use and save the settings. It’s better to test them (channels 1, 6, 11) and see which one works better for your location.
Ensure the software is updated
Sometimes your Nest camera or doorbell goes offline because of its outdated software. You need to ensure that the software is up-to-date. Check on the App Store or Google Store.
You need to keep all your equipment updated including the phone itself, the Nest app, Google Home, Alexa, the device, etc.
Reset your Nest device
As the last option of fixing a Nest device going offline, you can try a factory reset. This will bring the unit to factory defaults and you can start from scratch. Before resetting, save any video you need to and take a screenshot of the settings and configurations.
To reset, you can press the reset onboard button for about 30 seconds, or you can reset via the app. It depends on the exact model of your device (read here for more details). Either way, factory reset is the last step you want to try when everything else has not succeeded in solving the problem. Once the device is on factory settings, re-add it to the app.
Offline issues in Nest devices (camera, doorbell) happen too often and are usually related to problems with the WiFi (internet), power issues, or outdated software. Go through the suggestions we’ve listed above one by one until you get it fixed, or at least narrow it down.
If you still cannot fix the issue, then you can contact Google Support for further assistance. If it’s a hardware problem, you can use the warranty and get a new replacement.