topic Re: Google Nest Camera (indoor wired) refuses to work after ISP change in Home Automation

Google Nest Camera (indoor wired) refuses to work after ISP change

SavvyBears — Thu, 18 Apr 2024 00:48:55 GMT

Hello,

We changed ISP's from Comcast to Sail and we cannot get our two Nest cameras to connect to our phones since. Here are all the things we have tried:

1. Turn phones on and off, turned airplane mode on and off

2. Reset cameras

3. Reset modem and router

4. We have to use the Google Home app (not Nest app) so we deleted our account on the Home app and made a new one.

5. Uninstalled the entire app and reinstalled it

6. Tried installing app on three separate phones both iphone and Android, won't connect to any of them.

7. Our ISP suggested setting up a "guest wifi account" because it runs on 2.4ghz rather than 5ghz and they thought the camera would respond better to that. Nope didn't work.

What's really frustrating is that we don't get any clear error message it just says "something went wrong" when we try to connect. So we don't even know exactly what to troubleshoot. We can make it as far as putting the six digit code that's on the bottom of the camera into the app and that's when it stops working. Beyond that, we've had these two cameras for almost a year before we changed ISP's (and they worked great) so it's too late to return them, but they are useless right now. So I feel like I have a few hundred dollars worth of paperweight. It's really really frustrating. You all are my last resort. Please help! Thank you in advance!

Re: Google Nest Camera (indoor wired) refuses to work after ISP change

MplsCustomer — Thu, 18 Apr 2024 01:04:18 GMT

@SavvyBears

You can make sure that you performed a "factory reset" and not a "restart" (both instructions are in the same Help topic). That means depressing the reset pin with a paperclip for at least 12 seconds. At 10 seconds, the status light should blink yellow 4 times and you should hear a countdown tone. At 12 seconds, the status light should be solid yellow and you should hear a confirmation tone when the camera begins resetting.

I've seen numerous posts in this forum from customers who were performing a "restart" rather than a "factory reset".

https://support.google.com/googlenest/answer/9252162

Re: Google Nest Camera (indoor wired) refuses to work after ISP change

SavvyBears — Thu, 18 Apr 2024 01:27:44 GMT

I will try this and report back. Every thread I read said a "factory reset" was a button you pressed and held on the back of the camera, and I have no such button so I assumed it wasn't possible with this version. Will try this. Ty

Re: Google Nest Camera (indoor wired) refuses to work after ISP change

SavvyBears — Thu, 18 Apr 2024 03:26:32 GMT

It worked!! Thank you so much for including detailed instructions!!

Re: Google Nest Camera (indoor wired) refuses to work after ISP change

MplsCustomer — Thu, 18 Apr 2024 21:46:33 GMT

@SavvyBears

You're welcome!