topic Camera going offline in Home Automation

Camera going offline

thegios — Sun, 25 Feb 2024 07:08:30 GMT

Since yesterday, after 5 days of installation, my Best Camera (Battery) goes offline twice a day: I get a notification that camera is offline and form home app I see what's in the attached screenshot

Re: Camera going offline

Lance_L — Wed, 28 Feb 2024 13:03:04 GMT

Hi thegios,

Thanks for reaching out to the Community. I’m sorry to hear that you’re having issues with the Nest Cam (battery). I’d be glad to help you.

A few questions: what is the color of the status light? Does it happen on both Wi-Fi and mobile data? How far is the camera from the Wi-Fi router?

Let’s try the troubleshooting steps below:

Open your mobile device's Settings > General > Date and Time. Tap Set Automatically, toggle it off, and then turn it back on. Make sure that the time zone, date, and time are correct.
Make sure the Home app has permission to use the phone's location.
Check for any updates for the Home app in the Google Play Store.
Check for any Android system updates and install them if there are any.
Uninstall the Home app, restart your mobile device, and then reinstall the Home app.
Restart the Nest camera.

Keep me posted.

Best,

Lance

Re: Camera going offline

thegios — Wed, 28 Feb 2024 13:39:51 GMT

what is the color of the status light?

- It happens at night so I don't kno2

Does it happen on both Wi-Fi and mobile data?

Which mobile data? My cam is connected via WiFi to the router.

How far is the camera from the Wi-Fi router?

Four meters.

Re: Camera going offline

thegios — Wed, 28 Feb 2024 13:41:08 GMT

Why would I follow your useless steps? It's a problem of the cam, not the phone, not the home app.

Re: Camera going offline

Lance_L — Thu, 29 Feb 2024 12:10:56 GMT

Hey thegios,

Thanks for circling back. I totally understand that troubleshooting can be frustrating, but these are the most helpful steps to figure out what's going on with your device. Let's give them a try.

Also, if you haven’t done so already, check out this handy guide to help you fix Nest camera or doorbell Wi-Fi connection issues.

Regards,

Lance

Re: Camera going offline

thegios — Mon, 04 Mar 2024 10:57:49 GMT

fact is that this should not happen

Re: Camera going offline

Lance_L — Tue, 05 Mar 2024 13:31:49 GMT

Hello thegios,

We hear you. We understand that the steps are a little out of the way, but it's a great start to check if your devices are communicating with each other. Have you had a chance to give them a try? If yes, how was it?

Let us know how it goes.

All the best,

Lance

Re: Camera going offline

thegios — Thu, 07 Mar 2024 08:23:52 GMT

Lance, I am a software engineer with 30 years experince and I DO KNOW the steps yiou are suggesting are totally useless: honestly, you can fool my father or my sister, but not an expert. Anyhow, I have followed your steps and 30 mins ago I got another notification that the camera is offline and it's still offline. Of course I am not at home so I cannpot neither troubleshoot nor I can restart the camera.

I bought a survelliance camera that does not do its job: my former chinese camera was perfect, so I am also regretting having bought this useless device, I still have 10 days to return it to Amazon: either I resolve the issue or I will give it back, together with my nest thermostat and my nest speaker.
Your turn now...

Re: Camera going offline

Lance_L — Thu, 07 Mar 2024 13:21:20 GMT

Hi thegios,

I appreciate you trying out the troubleshooting steps. Since they didn't work on your end, I'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once you're done.

Regards,

Lance

Re: Camera going offline

thegios — Thu, 07 Mar 2024 13:57:07 GMT

Done.
pls note the camera gies offline at random (no ppaernT and tgis happens in all the following scenaros:

- I am at not at home and so Google Home app is set as AWAY and the camera is on
- I am at home and so Google Home app is set as AT HOME and the camera is off
- I am at home and so Google Home app is set as AT HOME and the camera is on

So the camera does not necessarily has to be ON when it goes offline

Re: Camera going offline

Lance_L — Thu, 07 Mar 2024 18:41:06 GMT

Hello thegios,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Best,

Lance

Re: Camera going offline

thegios — Tue, 26 Mar 2024 02:03:26 GMT

Any news here? Camera behaved for a couple of weeks but yesterday started again to go offline (three times in less than 24 hours).

Re: Camera going offline

dtrembley638 — Fri, 26 Apr 2024 15:10:21 GMT

Me too. Everything was working until it was not. Something must be wrong with the design because the price you pay, and the support is awful.