Replacement Doorbell fails to "Finish Setup" in Home App

[MTV2]

Backstory:

1. Had a Nest doorbell battery for about 2.5 years. The pin to be able to connect and disconnect from the wall mount/bracket if stuck. Google is nice enough to send me a replacement.
2. Replacement arrives and it won't connect to the wi-fi, Android Phone never finds it. They send me a third one.
3. Third once connect but will not "Finish setup". When I try to tap Finish setup, the app force closes.

Google supports solution is to set up the doorbell and all of the speaker I want it to ring to in a new home instance. Not really ideal based on my entire smart home configuration. Can't understand why the doorbell can be added back to there same home instance it was removed from. This works, but any speaker I want the doorbell to ring to needs to be moved to that home instance. 

[pereztzum]

Hi @MTV2,

Thanks for reaching out about the trouble setting up your replacement Nest Doorbell. I understand you've already been through multiple replacements and it's frustrating that the latest one won't "Finish Setup" within your existing smart home configuration.

Let's see if we can get this working without needing to move everything to a new Home instance. Here are some things we can try:

• Factory Reset: Completely reset the doorbell by following the instructions for your specific model
• 2.4 GHz vs. 5 GHz: Some routers broadcast separate SSIDs for 2.4 GHz and 5 GHz bands. While some Nest Doorbells support both, it might be worth trying to connect specifically to the 2.4 GHz band during setup (refer to your router manual for managing SSID options).

Advanced Troubleshooting:

1. Check Router Settings: Ensure your router doesn't have any security settings enabled that might block the doorbell from connecting (e.g., MAC address filtering).
2. Temporary Network: As a last resort, try setting up a temporary mobile hotspot on your phone and connect the doorbell to that network during setup. If successful, it might indicate an issue with your main Wi-Fi network.

3. Restart devices: Reboot your phone, router and modem (for router and modem just unplug those from the power, wait 2 minutes and reconnect again to the power).

4. QR Code: Confirm you're scanning the correct QR code located on the back of your doorbell. Clean the QR code and your phone camera lens for a better scan or use the Key code that is at the back of the doorbell.

If you've tried these steps and are still facing issues, let me know and we can explore further troubleshooting options.

Best,

Brandon.

[MTV2]

I have tried all of that and I know it is not a network issues because if a create a new home location instance, I am able to connect the doorbell to that instance. I just don't see why I can't get it in the same home instance the original came out of. 

[pereztzum]

Hi @MTV2,

I understand you've been trying to re-add your doorbell to your existing Google Home structure, but it seems to be connecting successfully only to a new one you created. It's frustrating, and I apologize for the inconvenience.

While I can't definitively say why it's not working in the original Home at this moment, there could be a temporary software glitch with the app or the doorbell itself.

Unfortunately, due to technical limitations, we can't directly move devices between Home instances.

I understand this might not be the answer you were hoping for, and I apologize for the inconvenience. Our goal is to get your doorbell functioning smoothly within your original Home. If you choose to proceed with a new Home instance, remember it will be separate from your other Nest devices.

Best Regards,

Brandon.