topic Re: "Can't connect to assisting device" in Cameras and Doorbells

"Can't connect to assisting device"

Ardovini21 — Sat, 30 Oct 2021 18:34:24 GMT

I purchased the Google Nest Cam 2 Pack. Installed the first one in the Google Home app with no problems whatsoever, went to go install the second one and was met with the "Can't connect to assisting device" error. Doesn't matter what I do, I cannot get past this screen. Tried an iPhone, and Android, tried turning off the dual-band wifi so everything was on 2.4ghz, tried putting the cameras beside each other, nothing works.

Re: "Can't connect to assisting device"

EddieveddNZ — Sun, 31 Oct 2021 00:30:17 GMT

I purchased the 3 pack and am having the exact same issue. Doorbell set up no issues, but the Nest Cams are not connecting?

Re: "Can't connect to assisting device"

Ardovini21 — Sun, 31 Oct 2021 03:01:49 GMT

Yep, cameras just won’t connect. Called support and they did not have any solutions for me either. At a loss for words what to do at this point besides return them all.

Re: "Can't connect to assisting device"

Gish — Sun, 31 Oct 2021 19:10:11 GMT

Any answer to this problem? I have the same issue. Nothing works to add another camera.

Re: "Can't connect to assisting device"

Jsmit — Sun, 31 Oct 2021 22:44:59 GMT

Same issue here. I worked around the issue by making a new home then adding the camera. Of course the downside is I have to select a different home to see each camera but at least they all work this way.

Come on, Google...rookie mistake. Obvious use case you all didn't bother to test?

Re: "Can't connect to assisting device"

Ardovini21 — Sun, 31 Oct 2021 22:44:02 GMT

Yes, this allowed me to use the camera, but is not an acceptable solution imo.

Re: "Can't connect to assisting device"

Jsmit — Sun, 31 Oct 2021 22:48:25 GMT

I don't think it's acceptable either. This issue just needs to be patched. Frankly speaking adding a device took way longer than I thought it should (first time Google Nest user...was surprised how clunky the entire process was and with stupid bouncing animations that annoy)

Re: "Can't connect to assisting device"

garlicbread789 — Mon, 01 Nov 2021 18:52:58 GMT

I am so frustrated with this issue. I've made sure i'm connected to my 2.4GHZ network band (the same one the doorbell is using), making sure local network access is enabled in privacy settings on my iPhone, setting it up on a different device (iPad), turning the doorbell on and off, turning my phone on and off, turning my internet on and off and bringing in my other doorbell and putting it right next to the new one. The thing that annoys me the most is how google decided not to just implement a button to set it up the way it set up the first one if the setup process cant connect to an assisting device. Like they designed the screen to have 'retry' or 'exit setup' but didn't think 'set up without assisting device' was a necessary option. Completely unacceptable considering the cost of these doorbells. I'm seriously considering giving up and replacing them with ring doorbells and chimes. It would be a shame though since I like the feature of the google doorbell announcing visitors on nest speakers.

Re: "Can't connect to assisting device"

Ardovini21 — Mon, 01 Nov 2021 18:54:22 GMT

Yep, waiting for someone from Google to respond to this before I buy anything else from Nest/Google for my house. I was about to spend $400 on the Nest Yale lock and won't now because there's no guarantee it will actually work.

Re: "Can't connect to assisting device"

Backtoapple — Mon, 01 Nov 2021 20:35:57 GMT

Seems like I am not the only one with this problem. Does this forum get monitored or is it a waste of time? ok google this is the first and last google product I will buy, and if i do buy google it will be when the matter std is in place so I can skip the google experience all together! As soon as matter is available I am sure Apple will solve the problems experienced by google users with the flawed setup experience.

Re: "Can't connect to assisting device"

pedjam — Mon, 01 Nov 2021 23:14:30 GMT

Same here-bought the two pack and a nest smoke detector and can’t add anything past the first camera. What a joke!

Re: "Can't connect to assisting device"

Noctanet — Tue, 02 Nov 2021 15:10:42 GMT

Same issue here. Added the first indoor plugged in Camera just fine but can’t pass the « assisting device » screen for the outdoor plugged camera (which doesn’t even exist in the list of available cameras).

Re: "Can't connect to assisting device"

MplsCustomer — Tue, 02 Nov 2021 18:52:19 GMT

I wish Google would address this. From all the postings about this issue in this forum, it seems Google's use of an "assisting device" often does not work. Google should provide information on how to configure a new camera or doorbell without going through an "assisting device" when that avenue does not work.

Re: "Can't connect to assisting device"

Hancfo — Thu, 04 Nov 2021 00:48:34 GMT

I had the same issue. I just disconnected the camera I had initially setup and then setup up the camera I was having trouble with. After that camera was good to go the second camera was able to connect. Hope this helps!

Re: "Can't connect to assisting device"

Ardovini21 — Thu, 04 Nov 2021 00:49:55 GMT

How did you disconnect the camera? Did you delete it from the app and then re-add it?

Re: "Can't connect to assisting device"

Hancfo — Thu, 04 Nov 2021 01:05:26 GMT

Yes- I deleted the camera from the app so had no devices at all in my Google home app. Got the camera I was having trouble with up and running and then connected the original camera.

Re: "Can't connect to assisting device"

OzzieOzzie — Thu, 04 Nov 2021 23:11:13 GMT

This works!

I have purchased 4 of these Nest Cam Indoor Wired 2nd Gen cameras and was able to setup the first camera without issues. But when trying to setup the 2nd camera it just wouldn't setup, so tried the 3rd and 4th and still the same problems saying "Can't connect to assisting device".

Like someone else mentioned in this post if it works fine if you setup another Google Home - which I did called Test and was able to setup the camera fine! But obviously unacceptable the whole point is to put them on one Google Home network!

So, saw Hancfo's comment about deleting the original camera that setup fine, and then add the other camera that wasn't setting up (which worked), then re-added the first camera that worked straight off. This worked for me.

I then proceeded to setup the other 2 cameras without issues like there was never an issue in the first place!

Google you really need to sort this out! I spent 4 hours trying to get this working and on your website it says how easy it is to set them up...one yes, more than one no! We shouldn't have to install one, then attempt to install the second to then have to delete the first setup camera, then setup the one that didn't work, then setup the original to get these working! This is one major bug!!

Re: "Can't connect to assisting device"

skoman — Fri, 05 Nov 2021 00:57:44 GMT

i am having the same problem. with my battery outdoor camera. I can't connect it to my wifi. I also bought a new nest battery doorbell and had no problem setting that up.

Re: "Can't connect to assisting device"

Ataturk — Sat, 06 Nov 2021 00:24:13 GMT

Same issue.

Re: "Can't connect to assisting device"

Ataturk — Sat, 06 Nov 2021 00:24:41 GMT

Same issue. I think the camera is fine and that the problem is the Google Home App.