2-year-old Nest Outdoor Camera randomly disconnecting from wireless network

[manuss]

This is a continuation of a previous message.  My Nest outdoor camera is randomly disconnecting from wireless and also recorded rustling sounds although there are none.  Recommendation from previous message trail was to try a factory reset, which I have done.

Now I can't even re-add the camera to the Nest app, neither using the app nor hard-wired from my computer.

The camera is clearly broken (only 2 years old).  Could I get a warranty replacement?

[SteveT1]

Hi Manuss,

I'm sorry to hear about that. Let's get this sorted out. A few questions:

1. What type of Nest Camera are you using?
2. What is the color of the LED lights when it disconnects?
3. How does it reconnect to the network?

In the meantime, I would recommend checking out this article on how to Troubleshoot offline Nest camera or doorbell for general steps.

Regards,

Steve
 

[manuss]

Nest Outdoor Cam (wired).

I can't reconnect the camera after Google-recommended factory reset (as I said in my comment), so I can't answer any of your questions.  The camera is bricked after reset.

[SteveT1]

Hi Manuss,
 

Thanks for the reply. Having no LED light on your Nest Outdoor Camera means that there could be something wrong with either the power cable/adapter, the camera itself or the wall outlet that it is plugged into. Let's try the steps below to isolate what is causing this.

Outlet:
1. Move the camera and plug it into a different outlet.
2. Verify the outlet isn’t controlled by a light switch.
3. Plug another known working device into the outlet the camera is currently connected to. Observe and document the behavior.
4. If the camera works in a different outlet, we recommend to contact an electrician to look at the outlet.

Adapter/Cord:
1. Inspect cable for damage
2. Remove/reinsert current cable into the adapter and wiggle it (you can’t wiggle it on the camera side), watching the LED for changes. If the LED blinks, or the camera power cycles.
3. Remove the USB cable from the cable for 5 seconds, then plug it back in. If the camera boots, the issue is resolved. 
4. If the 5-second wait does not allow the camera to boot, or if the LED continues to blink randomly when the connection is wiggled, test with a different USB cable.
5. Both ends of the adapter cable are USB-C, so trying another cable may not pull enough power, especially if the cable is USB-C to USB-A.
Note: Only Nest Cam IQ Indoor adapters and cables should be used. Third party adapters and cables will not work with Nest Cam IQ Indoor.

Port:
1. Does the camera intermittently power on and off?
2. Does the USB cable fit snugly into the port on the camera?
3. Does it feel loose or fall out?
4. Ask the customer to test with both the provided USB cable and with a different USB cable if one is available.
5. An alternate cable may feel slightly loose, but not fall out. You should feel some resistance when removing the cable, and you should feel a “click into place” when plugging it in. If the camera will not power on using any suitable USB cable and power adapter, the issue is isolated to the camera's USB port.

Let us know how it goes.

Regards,

Steve

[manuss]

you are not reading my message.   I did a factory reset as you requested, and now the camera will not join the wireless network if I follow the startup direction step by step.  I HAVE a blinking LED

Please answer my question, not some random answer.  I obviously have a broken camera

[SteveT1]

Hi there,

Sorry to hear about that. We just need to confirm the status of the LED light during setup to isolate what's causing it not to be added. You can always reach out to our Google Support team to check for you warranty options here.

Regards,

Steve

[SteveT1]

Hi there,

We haven't heard any updates from you. I'll go ahead and lock this thread in 24 hours. If you're still in need of assistance, feel free to start a new thread and we'll be happy to help.

Regards,
Steve