New Router - trouble installing Nest Camera with floodlight

[CherylMcQueen65]

We got a new router and needed to reinstall all our devices.  All (Google Home, Nest thermostat, Nest Floodlights, Hue lights, etc) have successfully been re-installed except for a Nest Camera with floodlights.  We get to the step where it is says "Connect to joining device.  This could take a minute".  It does that for awhile and then we get the message "Something went wrong. Try connecting again.  If that doesn't work, try rebooting your device or turning your phone's airplane mode on and off before trying again."  We have tried the suggestions multiple times and are not having access.  Any advice would be greatly appreciated!  Thanks!!

[MplsCustomer]

@CherylMcQueen65 

This "joining device" / "assisting device" defect has been around for at least a year and a half. It seems to occur when Google Nest's install process tries--and fails--to get Wi-Fi credentials from an already-installed Google Nest device on your Wi-Fi network. I don't know why it only affects some customers. Some customers theorize that if you have a Google Nest Thermostat, it doesn't behave very well as a "joining device" / "assisting device".

Some customers have had success with one of these two workarounds, but they don't work for everyone:

1. Temporarily turn off all installed Google Nest devices until the install is complete.

2. Create a temporary second Google Nest "home/structure" in the Google Home app, then install your device (your floodlight camera) in that Google Nest "home/structure". Hopefully the install process allows you to specify your Wi-Fi credentials. Once it is installed (and has its Wi-Fi credentials), remove the device from the Google Home app, reinstall it in your regular Google Nest "home/structure", and delete the temporary Google Nest "home/structure" you just created.

Like I said, they don't work for everyone. You could also try contacting Support:

https://support.google.com/googlenest/gethelp

[Jeff]

Hey there CherylMcQueen65,

I just wanted to jump in real fast to see if you saw MplsCustomer's reply and to see if you still needed some help on this or if you were able to get it sorted out. If you are still needing some help, just let us know and we'll be happy to continue helping.

Thanks,
Jeff

[Jenelyn_O]

Hi there,

Chiming in — I just want to check if you still need help. Please let us know so we can further assist you. 

I appreciate your help, @MplsCustomer and Jeff. 

Best,

Jenelyn

[Jenelyn_O]

Hello there,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns, as I'll be locking this thread in 24 hours.

Regards,

Jenelyn