3 nest cams; only 2 serial number choices

[Thor-WK]

I have three nest cams. All have previously been set up. One has quit working and is off-line. I’ve tried the QR code and I’ve tried the 6 code on the back. Each time it requires the last four of the serial number, but the only options that pop up correspond with the two that are currently online. There is no third option. Any advice? 

[MplsCustomer]

@Thor-WK 

Did you do a factory reset prior to trying to re-install your camera? If you have a 2nd gen indoor camera, are you trying to re-install it using the Google Home app? If you have a 1st gen indoor camera, are you trying to re-install it using the Google Nest app?

In four years, we've never had to reinstall any of our cameras. When there is a power outage, we sometimes have to briefly unplug one or more of our Google Nest Outdoor Cameras for a minute or so in order to get them to come back online.

If you want to contact Support, you can use the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[Lance_L]

Hello Thor-WK,

Thanks for reaching out to the Community. I’m sorry to hear that you’re having issues setting up the Nest camera. No worries; I’m here to help.

A few questions: what is the model of the Nest camera? What is the color of the status light? Are you using an iOS or Android device? Also, do you use the Google Home or Nest app to set up the camera?

Here is a handy guide to help you set up and connect Nest cameras.

Keep me posted.

I appreciate your help, MplsCustomer.

Best,

Lance