topic Re: New router and modem, now my doorbell and camera are offline - help! in Home Automation

New router and modem, now my doorbell and camera are offline - help!

Lydia1 — Sat, 18 Mar 2023 16:53:19 GMT

I got a new router and modem, and now my doorbell and backyard camera are offline and I can't figure it out. All my other internet connected devices work fine. What is the trick?

Re: New router and modem, now my doorbell and camera are offline - help!

MplsCustomer — Sat, 18 Mar 2023 20:02:25 GMT

@Lydia1

It's a hassle updating Wi-Fi settings on Google Nest cameras and doorbells. That's why they recommend setting the network name (SSID) and password on your new router/modem to the same values you used on your old router/modem. That's what we did when we got a new router/modem a year ago, and did not have to update any of our Google Nest devices.

If you can't do that, then their process is to remove your cameras and doorbells from the Google Nest app or Google Home app, do a factory reset, and reinstall them.

https://support.google.com/googlenest/answer/9223711

Re: New router and modem, now my doorbell and camera are offline - help!

Brad — Fri, 24 Mar 2023 16:13:22 GMT

Hi there,

Let me know if you need anything from me, but I am just seeing how the conversation is going. Thanks for your help here, MplsCustomer.

Best regards,

Brad

Re: New router and modem, now my doorbell and camera are offline - help!

Lydia1 — Fri, 24 Mar 2023 16:57:05 GMT

Hi! Thanks so much for the follow-up. Sadly, I tried all of that. My husband thinks it has to do with modifying a setting on the router. So we are going to try to work on that this weekend. All of our other devices just easily found the new equipment and we got things working, not Google NEST. Thanks!

Re: New router and modem, now my doorbell and camera are offline - help!

Lydia1 — Fri, 24 Mar 2023 16:58:01 GMT

Re: New router and modem, now my doorbell and camera are offline - help!

Brad — Fri, 24 Mar 2023 17:01:00 GMT

@Lydia1

That sounds great! Please let me know how the troubleshooting goes.

Best regards,

Brad

Re: New router and modem, now my doorbell and camera are offline - help!

MplsCustomer — Fri, 24 Mar 2023 17:59:31 GMT

@Lydia1

Unlike with many other devices, it's not possible to update Wi-Fi settings on Google Nest devices, so you have to resort to doing a factory reset to clear out the network name (SSID) and password stored on the device.

Sometimes, with Google Nest's newer cameras and doorbells, customers think they've done a "factory reset" (which requires pressing the reset button for at least 12 seconds), when they've actually done a "restart" (which requires pressing the reset button for 5 seconds).

https://support.google.com/googlenest/answer/9252162?hl=en#zippy=

Re: New router and modem, now my doorbell and camera are offline - help!

LovelyM — Thu, 11 May 2023 19:21:31 GMT

Hello Lydia1,

We want to check with you if you are still having problems with your Google Nest Camera and Doorbell. Please reply to this thread if you still need a helping hand.

Cheers,
Lovely

Re: New router and modem, now my doorbell and camera are offline - help!

Juni — Tue, 16 May 2023 02:49:37 GMT

Hi there,

I just wanted to follow up to see if you still need our help. Please let us know, as we would be happy to answer any questions you may have.

Best

Juni

Re: New router and modem, now my doorbell and camera are offline - help!

Juni — Wed, 17 May 2023 03:21:54 GMT

Hello there,

Just checking in to make sure that you saw our responses. I'll be locking this thread if we don't hear back from you again in 24 hours. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Best,

Juni