Brand new nest cam and stuck on ‘connect to joining device’

[Hugo1802]

I bought a new nest indoor cam, wired, 2nd gen (white). And I’m trying to connect it on my Google home. I go through to where it says ‘connect to joining new device’ and the little square and triangle blocks. And then it freezes here. I’ve tried turning it off and on again. The cam has a blue light, I’m not too far away from the wifi router and my phone is right next to the camera. 
I don’t see the device on my Bluetooth list - am I supposed to? 

There seems to be a lot of these posts - I wish I knew before buying one. 
what is going on?!!

[Rusell]

Hi Hugo1802,

Thank you for posting in the community. I'm sorry to hear that you're experiencing that your Nest Cam Indoor (wired, 2nd gen) is freezing during the setup process in the Google Home app, specifically on the "connect to joining new device" screen. I truly appreciate the troubleshooting steps you've already taken. I'm happy to help you!

To help me find the best solution, I'll need to ask you a few questions:

• Are you using an Android or iOS mobile device? If so, which Android or iOS version is it running?
• Have you tried setting up the camera on a different mobile device (if available) to see if the same inconvenience occurs?
• Is the Google Home app up to date? 

Regarding your question, Bluetooth needs to be enabled on your phone during the setup process; however, the Nest camera will not appear on your phone's Bluetooth list. This is because the phone and camera communicate via Bluetooth solely to establish a connection and exchange information, including Wi-Fi details.

Keep me updated.

Best regards,

Rusell.

[Hugo1802]

Hi Russell. I’m on iOS version 18.5. Unfortunately I don’t have another phone to see if the same error occurs. 
I only downloaded the Google Home app for this camera, so I assume it’s up to date. I have automatic updates, so I assume it’s all up to date. 
is the issue with wifi having to be 2.4 and not 5ghz still an issue - I have no idea how to configure my router for this change. 

[Rusell]

Hi Hugo1802,

Thank you for the information you shared. Here are some troubleshooting steps that I'd like you to follow: 

• Quit and restart the Nest or Google Home app.
• Turn Bluetooth off, then back on to refresh the connection
• Restart your phone.
• Restart the joining and assisting device.
  
• Move the joining device closer to the router, or the router closer to the assisting device.
  
• Put the mobile device on airplane mode, then turn on Bluetooth and Wi-Fi.
  

Also, since both 5GHz and 2.4GHz should work for your Nest Cam Indoor (wired, 2nd gen) and the Nest cameras connect to either 5GHz or 2.4GHz during the setup process when you choose the WiFi.

Let me know how it goes.

Best regards,

Rusell

[Hugo1802]

It didn’t work. I’ve created a support case, which they still can’t resolve, but you can close this.  I wish I just bought a simple Kmart camera rather than wasting my money and probably about 5 hours of time. 

[Rusell]

Hi Hugo,

Thank you for your update. I apologize for any inconvenience this may have caused, and I'm glad to know that you're getting further help. 

Please feel free to reply to this post if you have any additional questions.

Best regards,

Rusell.