topic Re: One of my 3 Nest cameras with floodlights not connecting in Cameras and Doorbells

One of my 3 Nest cameras with floodlights not connecting

Mac5 — Sun, 16 Oct 2022 11:54:19 GMT

I installed 3 external nestcam cameras with floodlights successfully earlier this year. One of them has stopped working. The camera is only c.15 feet from a wireless MESH node. My phone shows good wifi signal (2 bars) by the camera.

It stopped working about a month ago. I have been trying different things on and off since then. The camera light is green and the floodlights come on in response to movement. There are no interfering items between the camera mounted externally outside the first floor bedroom which has the nearest wireless MESH node to it. The kitchen microwave downstairs must be at least 15-20 feet away and is rarely used.

There is no problem with the other two lights, nor with the wireless network elsewhere in the house.

Reading online advice so far I have:

-removed the device from the app and tried reinstalling multiple times. All goes well until it says at the end it failed to connect

-reset to factory settings and tried reinstalling

-turned phone to aeroplane mode and back again

-switched off camera power at the mains and powered on again

-removed all three cameras and tried reinstalling the faulty one first. Failed, but managed to reinstall the other two cameras successfully

I started a post here (now for some reason I cannot post more on that thread so I am starting a new post with the same name), and tried some other things (thanks to suggestions by @aatienza, @Brad and @EmersonB) like:

-swapping the cameras at the front and back of our house. The camera that didn't connect at the back, now doesn't connect when placed at the front of the house. The camera that was fine at the front, is now fine at the back. Therefore I am pretty certain the issue is with the camera, not my network.

-the app always fails to connect with the camera right at the end of the process of set up.

Any ideas? I wanted to speak with a Google support person but I keep going round in circles being directed to help pages suggesting things I have already done, with no option to speak to someone.

Re: One of my 3 Nest cameras with floodlights not connecting

MplsCustomer — Sun, 16 Oct 2022 13:11:22 GMT

@Brad

This customer, whose previous thread (https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/One-of-my-3-Nest-cameras-with-floodlights-not-connecting/td-p/244607) you locked 5 days ago, seems to have tried all possible troubleshooting steps over the last 3 weeks to resolve why one of his 3 floodlight cameras does not work, including swapping locations.

Isn't it time for Google Nest Support to initiate replacement of their camera?

Re: One of my 3 Nest cameras with floodlights not connecting

Brad — Mon, 24 Oct 2022 16:41:26 GMT

@Mac5

Sorry to hear you're still experiencing this, but I would suggest you fill out this form, and a higher tier of support will reach out to you for next steps.

Best regards,

Brad

Re: One of my 3 Nest cameras with floodlights not connecting

Brad — Thu, 27 Oct 2022 17:08:40 GMT

Hi there,

Just checking in to see if you have had the chance to fill out the support form I sent previously. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns.

Best regards,

Brad

Re: One of my 3 Nest cameras with floodlights not connecting

Brad — Fri, 28 Oct 2022 17:19:49 GMT

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad

Re: One of my 3 Nest cameras with floodlights not connecting

Mac5 — Sat, 29 Oct 2022 07:33:34 GMT

Hi Brad

i filled out the form when you sent me the link but no response yet

Re: One of my 3 Nest cameras with floodlights not connecting

janthadeus — Mon, 31 Oct 2022 02:39:58 GMT

Hey Mac5,

Thanks for the update. Please check your email from time to time as our team may reach out to you anytime soon. Also, please be advised that this thread will be locked after 24 hours.

Thanks for the help here, MplsCustomer and Brad.

Best,