Camera keeps going offline

[Njshaw]

Hi! We’ve had our cameras for about 4 years or so. Randomly they will just go offline. Our Wi-Fi isn’t the problem, we’ve had wifi people out and they have confirmed it’s not the Wi-Fi. Do the power supplies go bad? I live in Wisconsin and they are outdoors so in the elements. Any other ideas? 

[MplsCustomer]

@Njshaw 

The most likely reason for our cameras to go offline is a weak Wi-Fi signal due to distance. Our outdoor Google Nest cameras stay online virtually all the time, but we have 3 wired Wi-Fi access points and all of our device are within 3-15 feet of an access point except in one instance, where we added a high-gain directional Wi-Fi antenna to ensure a good signal.

[Ebedia]

Hello everyone,

@Njshaw thanks for reaching out here in the community. MplsCustomer is right on the spot. To confirm, how far is your Nest Camera from your Wifi router? Were there any changes made to your Nest Camera placement and settings?

Give these steps a whirl:

• Try restarting your Nest Camera, mobile device and Wifi router.
• If you're still getting the same issue, try resetting it to the factory default. Just a reminder all the history will get remove after the reset.

I appreciate the help, MplsCustomer.

Regards,
Emerson

[Ebedia]

Hi Njshaw,

How's it going with your Nest camera? We would appreciate it if you could share with us the information I'm asking above. Also, were you able to perform the steps I’m suggesting? We'd be glad to hear from you — We'd like to make sure everything is working.

Best,
Emerson

[AbigailF]

Hey Njshaw,

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 will be locking this in 24 hours.

Thanks,
Abi

[Kuddlezj]

My camera worked perfectly in the summer when it was first installed. Now that it’s cold it never works properly. Nothing has change with my WiFi and it’s in the same place it was when it was first installed. 

[janthadeus]

Hi there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

Regards,

JT

[Ebedia]

Hi everyone,

@Njshaw and @Kuddlezj thanks for reaching out. Nest doorbell devices are designed to be able to withstand extreme temperature conditions. However, when Nest doorbells keep operating at or above 104°F (40°C), the chime may stop working and the doorbell may go offline.

Meanwhile, if the device's internal temperature drops below 25°F (-5°C) and loses power, the doorbell may continuously reboot as it attempts to restart during cold weather. Hit this link for more information.

Thanks for lending a hand, Abi.

Best,
Emerson

[MplsCustomer]

@Ebedia 

Only in the last couple of days have I heard the claim (only in this forum) that "if the device's internal temperature drops below 25°F (-5°C) and loses power, the doorbell may continuously reboot".

The Google Nest Hello Doorbell has a stated "operating temperature" of -4° to 104°F (-20° to 40°C), and all of our Nest Hello Doorbells (mounted on the side of our house) continue to operate in Minnesota winter temperatures down to -20 degrees Fahrenheit.

The Google Nest Outdoor Camera also has a stated "operating temperature" of -4° to 104°F (-20° to 40°C), and all of our outdoor cameras (under an eave or camera shade) continue to operate in Minnesota winter temperatures down to -20 degrees Fahrenheit.

Our Google Nest Camera (Battery)--plugged in with the optional power cable--also has a stated "operating temperature" of -4° to 104°F (-20° to 40°C), and, mounted under a camera shade, continues to operate in Minnesota winter temperatures down to -20 degrees Fahrenheit.

[janthadeus]

Hey folks,
 

MplsCustomer, we’re sorry for the confusion. You’re right, the operating temperature for Nest Outdoor Camera, Nest Doorbell (battery) and Nest Camera Indoor/Outdoor (battery)  is -4° to 104°F (–20° to 40°C).

Njshaw and Kuddlezj, we’re sorry your cameras are offline. This is definitely not the experience we want you to have. No worries, we’ll sort this out — a few questions: what are the status lights of the cameras? Does the camera intermittently power on and off? Does the USB cable fit snugly into the port on the adapter? Does it feel loose or fall out? Also, are there any kinks or frays in the cable? 

I appreciate the help here, Emerson, Abi and MplsCustomer.

Thanks,

JT

[janthadeus]

Hey there,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Best,

JT