topic Re: Nest Cam Setup in Speakers and Displays

Nest Cam Setup

mjlarios — Wed, 28 Jun 2023 18:24:25 GMT

I saw a similar thread for someone that had a working NestCam on their Nest Hub Max and I’m having the same issue. I followed all the steps provided and am still having issues. I tried calling google multiple times and have spent over 3 hours trying to problem solve only resulting in getting disconnected or having to end the call because I had other matters to attend to. These are the steps I’ve tried.

Force close and re-open the Google Home app. If it didn't work, uninstall and reinstall it as well.
Ensure the that the Google Nest Hub Max and other devices have internet connection (device does not show as offline).
Remove any old Nest products that are no longer in use or online from the Nest or Home apps.
If the customer is setting up the device in a home with a previous Nest Cam set up, make sure that the Nest Hub Max is on the same Wi-Fi network and not far from the other device for setup.
If the above steps fail, do the following steps below:
1. Set up the Nest Hub Max's Nest Cam in a new Home in the Google Home app with a tap on the plus sign at the top left of the Google Home app and select Create new home.
2. Remove old devices from the old Home first, before they are added to the new one.
3. Move current devices to the new Home, then delete the old Home in the Google Home app.
Perform a factory reset on Nest Hub Max. To do this, hold the volume up and volume down buttons for 10 seconds.

Re: Nest Cam Setup

Alex_S — Tue, 04 Jul 2023 18:00:02 GMT

Hi mjlarios,

I know how it feels when something isn’t working the way it should. Can you share the case number you had with our support so we can further look into it?

Kind Regards,
Alex

Re: Nest Cam Setup

mjlarios — Tue, 04 Jul 2023 18:26:15 GMT

0-8897000033824

Re: Nest Cam Setup

Alex_S — Thu, 06 Jul 2023 13:42:14 GMT

Hi mjlarios,

Thanks for sharing the case.

I’m already communicating with our Google Nest support team about this. I will update you once I have any news to share.

Regards,
Alex

Re: Nest Cam Setup

Muddi — Mon, 10 Jul 2023 17:13:02 GMT

Hey mjlarios,

Thanks for your patience. Could you tell us when and where you purchased your device? Also, are you able to set up the Nest Hub Max itself?

Cheers,

Muddi

Re: Nest Cam Setup

mjlarios — Mon, 10 Jul 2023 18:32:30 GMT

Yes, the only feature that isn’t working is the Nest Cam that was previously working.

Re: Nest Cam Setup

Muddi — Tue, 11 Jul 2023 14:21:13 GMT

Hi there,

Got it! Could you tell us when and where you purchased your Nest Hub Max?

Cheers,

Muddi

Re: Nest Cam Setup

mjlarios — Tue, 11 Jul 2023 15:18:54 GMT

It was gifted a few years ago, I believe December 2019.

Re: Nest Cam Setup

Muddi — Wed, 12 Jul 2023 15:08:01 GMT

Hi there,

With the given information, I can confirm that the device is out of warranty. Could you provide us the current firmware version of your Nest Hub Max?

Cheers,

Muddi

Re: Nest Cam Setup

mjlarios — Wed, 12 Jul 2023 17:21:31 GMT

System firmware version: 11.20230306.3.134 Cast firmware: 1.69.362882 

Re: Nest Cam Setup

Muddi — Thu, 13 Jul 2023 17:55:45 GMT

Hello mjlarios,

I appreciate the information. Do you own additional Nest products, such as the thermostat or the camera? If so, please move your Nest Hub Max to be at least 10 feet away from the Nest devices. Also, let's try performing a factory reset once more since your device is running the most recent firmware.

Open the Google Home app.
Remove the Google Nest Hub Max by tapping it under "Devices" > Settings > remove device.
Reboot the Google Nest Hub Max after removing it in the Google Home app.
Once rebooted, factory reset.
Setup as usual.

Keep us posted.

Cheers,

Muddi

Re: Nest Cam Setup

mjlarios — Thu, 13 Jul 2023 18:06:23 GMT

No luck with these steps.

Re: Nest Cam Setup

Muddi — Thu, 13 Jul 2023 19:28:40 GMT

Hey mjlarios,

Yikes! We'd like to take a deeper look into this. Please fill out this form and let me know once you're done.

Cheers,

Muddi

Re: Nest Cam Setup

mjlarios — Thu, 13 Jul 2023 19:48:08 GMT

Done!

Re: Nest Cam Setup

Lance_L — Thu, 13 Jul 2023 22:46:24 GMT

Hey mjlarios,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.

Thanks for the help, Alex and Muddi.

Cheers,

Lance