topic Camera going offline after power outages part 3 in Cameras and Doorbells

Camera going offline after power outages part 3

jono2010 — Wed, 16 Nov 2022 00:08:44 GMT

This is ongoing from: https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Outdoor-Camera-offline-after-power-outage/td-p/182252

Issue:

- This issue occurs on1x internal camera and 2x external cameras

After every power outage, I have to get a ladder out and reset 3 of the 7 cameras

- The reset is done by unplugging from the power, waiting a minute and pluging back in

- Each camera is plugged directly into the power socket, we have tried different sockets

- Each camera is using the original Nest power leads

- This has been an issue from day 1, but we have been lucky until now and not had many power outages

Technical Details of offline cameras:

Outdoor 1:
Model Nest Cam Outdoor
Serial no. 18b43066cf0c
Software 223-610050
MAC xxx
IP x.y.1.29

Outdoor 2:
Model Nest Cam Outdoor
Serial no. 18b43064ba3d
Software 223-610050
MAC xxx
IP x.y.1.28

Indoor 1:
Model Nest Cam
Serial no. 18b4305a3c27
Software 223-610050
MAC xxx
IP x.y.1.2

Re: Camera going offline after power outages part 3

MplsCustomer — Wed, 16 Nov 2022 01:27:34 GMT

@jono2010

Two of our Google Nest Outdoor Cameras have always done this. Fortunately, they are plugged in inside our detached garage, but they have to be unplugged and plugged back in after a short while when we have a power outage, or they won't come back online.

Re: Camera going offline after power outages part 3

jono2010 — Wed, 16 Nov 2022 05:21:25 GMT

Thanks for the reply. This is great if they are local, I have some that are remote. What does surprise me is the other cameras work fine. They're around the same serial number range and all running the same SW version. Also for $200++ I think it's reasonable we expect them to re-connect after a power failure...

Re: Camera going offline after power outages part 3

EmersonB — Sat, 19 Nov 2022 23:03:45 GMT

Hi folks,

@jono2010 thanks for posting here in the community and I'm sorry to hear about what's happening to your three Nest cameras. To isolate this issue, have you tried exchanging those power cables to your other Nest cameras that are working fine and easy to get to? That way you'll know if the problem is the power cable or the power outlets.

Keep us posted.

I appreciate the help, MplsCustomer.

Regards,
Emerson

Re: Camera going offline after power outages part 3

MplsCustomer — Sun, 20 Nov 2022 00:37:39 GMT

@EmersonB

Are you suggesting that there's a flaw in Google Nest's camera power cables that prevents cameras from automatically coming back online after a power outage?

Re: Camera going offline after power outages part 3

janthadeus — Tue, 22 Nov 2022 21:55:48 GMT

Hey folks,

Jono2010, how’s it going? Still need our help?

MplsCustomer, nope — we don’t suggest that. The camera comes back up after a power outage. What Emerson was suggesting is to swap the power cord and test another wall outlet to isolate whether the issue is with the power cord or the wall outlet itself. If the power cord is faulty, it may be due to damage (kinks or frays or it’s loose or fall out).

I appreciate the help here, MplsCustomer and Emerson.

Thanks,

Re: Camera going offline after power outages part 3

MplsCustomer — Tue, 22 Nov 2022 17:59:51 GMT

@janthadeus

So, are you suggesting that when Google Nest Outdoor Cameras do not automatically come back online after a power outage (as two of ours have ALWAYS done) but have to be unplugged and plugged in again, that it is due to a faulty power cord? Then Google Nest must have produced a lot of faulty power cords, because this is a common longstanding problem.

Re: Camera going offline after power outages part 3

jono2010 — Tue, 22 Nov 2022 23:18:23 GMT

Thanks for the feedback @janthadeus however this has been an issue from day #1 and as *many* others have noted Google must have built so many faulty cables? For me I have 7x cameras and 3x are failing consistently. If Google have been manufacturing faulty cables I think it is more than reasonable for us to ask for them to be replaced.

Re: Camera going offline after power outages part 3

janthadeus — Thu, 24 Nov 2022 00:18:12 GMT

Hey there,

MplsCustomer, we hear you — rest assured that we'll take note of it. We'll ensure that we'll learn from your experience as we continually improve our products and services.

Jono2010, I’m sorry for the trouble here. I know how you feel about this. Let’s check this out — could you fill out this form and let me know once you’re done?

Looking forward to your response.

Best,

Re: Camera going offline after power outages part 3

jono2010 — Thu, 24 Nov 2022 00:55:57 GMT

Hi @janthadeus I have filled in the form as requested, am looking forward to how this gets solved!

Thx! Jono

Re: Camera going offline after power outages part 3

janthadeus — Thu, 24 Nov 2022 01:51:46 GMT

Hello 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.

Cheers,

Re: Camera going offline after power outages part 3

jono2010 — Thu, 24 Nov 2022 03:49:52 GMT

Thanks @janthadeus please don't close this until we have a solved solution. Cheers Jon

Re: Camera going offline after power outages part 3

janthadeus — Thu, 24 Nov 2022 05:17:25 GMT

Hi there,

Understood — we'll keep this thread open. Keep us posted.

Regards,

Re: Camera going offline after power outages part 3

janthadeus — Sun, 27 Nov 2022 05:22:56 GMT

Hello jono2010,

Checking back in — how's it going? Still need our help?

Best,

Re: Camera going offline after power outages part 3

jono2010 — Sun, 27 Nov 2022 23:53:35 GMT

Google just contacted me 4x hours ago. As we work work through this problem I will post updated here so others who have the same issue might find some help!

Re: Camera going offline after power outages part 3

janthadeus — Mon, 28 Nov 2022 00:13:36 GMT

Hey there!

Cool! That'd be nice, thanks for keeping us in the loop!

Thanks,

Re: Camera going offline after power outages part 3

jono2010 — Tue, 29 Nov 2022 02:02:59 GMT

OK first and 2nd reply from Google (they have the same information as I posted at the start:

1: (Google) I checked the serial numbers or the cameras and I see that they are no long in warranty for replacement. My response was that this has always occurred from day 1, and am after a fix not a replacement at this stage

2: (Google) If this happens again, try to remove the camera from the app then add it back and monitor it if it happens again. My response is that I have tried this and it made no difference. I also noted this had obviously been occurring for others...

Re: Camera going offline after power outages part 3

jono2010 — Thu, 01 Dec 2022 05:13:20 GMT

and next reply from Google is next to useless. Their response again is "Usually replacement will do the trick however the cameras are already out of warranty."

My question back to Google is:

"If a replacement is the answer then there sounds like there is an issue with this model/version of cameras that needs to be dealt with then? I have had a NEST subscription since day 1 and I would VERY strongly suggest that Google has neglected to inform me of a known fix/issue and as such they should be replaced at Google's cost?"

This is really poor from Google. They obviously know there was/is a problem (I am assuming this from their response) to the model/version of camera and are simply trying to get rid of me by saying the camera is out of warranty... I have asked for a response and so far they have gone silent!

Re: Camera going offline after power outages part 3

janthadeus — Thu, 01 Dec 2022 06:59:23 GMT

Hello there,

Thanks for the update. While we can no longer process a replacement for you — we're always looking for ways to improve and we'll take it as feedback. Let us know if you have other questions as I'll be locking the thread after 24 hours.

Best,

Re: Camera going offline after power outages part 3

jono2010 — Thu, 01 Dec 2022 19:31:28 GMT

I am pretty disappointed with Google's incredible lack of integrity here!

It is obvious they knew about an issue and did not inform their customers, then when an issue is raised hide behind -- it is out of warranty excuse...

No wonder they want these threads closed quickly.

And besides their lack of integrity it is a shame because the Nest products are pretty good!