Cam + Floodlight connection issue

[Jpurdon]

I'm struggling to get a new Camera/Floodlight installed above my garage connected to the Google Home app. I have 2 other outdoor Nest cams connected and working fine. This one worked fine when the electrician installed it, and we tested it while I was standing in the garage with my phone. Later I looked at the app and it said "not connected" but the floodlight worked and I still received *some* notifications. The light on the cam was solid green. I tried uninstalling the camera from the app, but now it won't reinstall. I think I probably need to do a factory reset, but I can't figure out how to remove the camera from the housing to push the reset button, and if the camera needs to be plugged in to an outlet or can I do it while standing on the ladder? The other possibility is that my wifi isn't reaching all the way to the front of the house even though I have no issues with the doorbell cam and backyard cam. Any suggestions much appreciated!! 

[MplsCustomer]

@Jpurdon 

You should probably be able to remove the camera from its housing by viewing the install video here:
https://support.google.com/googlenest/answer/11003780

You probably do need to perform a factory reset.

I think you can perform the re-install without having the camera plugged into the housing.

Also, you may have to resolve whether your Wi-Fi is reaching your camera's location.

[Jpurdon]

I have Cox internet so I added one of their range extender "pods". I reset the cam by holding down the button on the back 2 separate times. I spent 45 on the phone with Google tech. No one can figure out the problem and it's been escalated but no one has called me back from Google. I'm stuck with a $280 camera + $300 in electrical install costs and it doesn't work. Oh, the floodlight works, so that's something!

[virnab]

Hi Jpurdon,

Thanks for reaching out to our community.

I am sorry to hear that your new Nest Cam with floodlight, which initially worked perfectly, is now stuck in a non-functional state. It is showing "not connected" in the Google Home app, and after attempting to uninstall/reinstall it, you can no longer complete the setup process.  I also see that you've already contacted our Google Support team and are awaiting a response. I apologize for the delay in receiving an update on your case.

I've verified your case status and can confirm that our specialized team is still actively working on it.

Thanks MplsCustomer for your help.

Please keep an eye on your email; one of our agents will contact you as soon as possible with a follow-up. We appreciate your patience as we work to resolve this for you.

Best regards,

Virna

[Jpurdon]

Thank you, I was just about to call again.

[toosoun]

Also just had this issue today! Weirdly enough, only 1/2 of the floodlight fails to connect. Must be a bug. At least your floodlight works...

[Jpurdon]

Very weird. They’ve been working on my issue/escalated for almost a week. Very frustrating.