Camera offline due to battery issues

[Hiccups]

My camera is mounted outside and connected to permanent power source. It recently went offline saying "device offline due to battery issue". LED is white and goes off when I unplug it. I have tried reset and factory restore, but light just turns yellow and nothing happens no matter how long I press the button. Camera is about 1.5 years old. 

I have tried contacting support, but it just stays on "creating chat session" and never does anything

[MplsCustomer]

@Hiccups 

Is the USB plug seated firmly in the bottom of your camera? We've had a battery camera for almost 23 months, plugged in with the optional power cable, and it's "Live" all the time, but we've noticed posts from other customers having trouble getting a good contact with their USB plug.  (There was one just yesterday.)  Also, some customers have not had their cameras plugged in with the power cable feeding towards the FRONT of the camera.

This Google Nest Help topic shows what the various status lights are supposed to mean:

https://support.google.com/googlenest/answer/9268073?hl=en&sjid=15947476927027693549-NA#zippy=%2Cgoo...

[Hiccups]

Yes, the cable is good, and providing power - if I take it out camera is completely unresponsive. At least the light is on when it's plugged in.

Camera sat unplugged overnight, and I was able to factory-reset it, and reconnect to home. Set it back up - without power this time just to see how it works. Battery showed as full. Day later went offline, and now it's back to previous state where Home app says 'device offline because of battery issue'. 

This is so frustrating. Ok, maybe the battery died - why can't it function without battery if I provide power all the time?

[MplsCustomer]

@Hiccups 

Well, as just another Google Nest customer with a battery camera that has stayed "Live" and online for almost 23 months plugged in with the optional power cable, my guess is that something is defective: your power cable, your battery, or something else in your camera that's causing the "device offline because of battery" error, or some combination.

My guess is also that Google Nest simply did not design the camera to work without the battery even if it is plugged in.

You could try contacting Support using the link and instructions in this post in this forum; perhaps your camera and/or charging cable need to be replaced:

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

[Hiccups]

Thanks for the reply. Yes, something is definitely borked. Not the cable, I tried different one (and charger, too). Google support is uncontact-able, the chat option still hangs even on webpage... what a dumpster fire

[MplsCustomer]

@Hiccups 

I don't know what's going on with the "Contact us" page. You could, I suppose, try a different browser.  I haven't contacted Support for awhile.

[Hiccups]

So the chat option hangs, but it's actually initiated and works if you just reload the page. I submitted the feedback but not holding my breath this will get fixed at all.

Anyway, support conceded that camera is faulty, and it's out of warranty so I'm borked. This is unacceptable that a camera would fail in just 1.5 years. I'll be switching to Arlo as that seems to be the only reasonable contender at this time

[zoeuvre]

Hi folks,

@Hiccups, we're sad to see you go. We're always here to help if you ever change your mind. While we can no longer process a replacement for you, you can still check out the available cameras we have by clicking this link. You could also go to the Special offers tab to check for bundle offers and rebates. Please take note that we're always looking for ways to improve and we'll take it as feedback. Let us know if you have other questions as we'll be locking the thread. 

I appreciate your help, @MplsCustomer. 

Best,

Zoe

[zoeuvre]

Hi there,

I want to check and see if you are still in need of any help. Please let me know, as I would be happy to assist and answer any questions you may have.

Thanks,

Zoe

[MplsCustomer]

@zoeuvre 

The battery on the battery camera simply should not fail after 1.5 years of use with the camera plugged in and the battery not in use.

Our battery camera--plugged in--is 23 months old.  I'm worried about ours, which is 23 months old, newer than all of our older Nest app cameras.

And instead of saying "we CAN no longer process a replacement for you", you really should be saying "we WILL no longer process a replacement for you".  It is Google Nest's choice to not stand behind its camera.

[Hiccups]

Thank you for such a succinct explanation! I also have older Nest cameras (indoor, outdoor and doorbell) which have been functioning flawlessly for last 4-5 years. Failing after 1.5 years is what I would expect from cheap Chinese crap, not Google. Especially since it should not be a failure at all - seems like a design flaw that camera can't function with defective battery when plugged in. 

FWIW Google's products quality seems to be going downhill. iOS Google Photos app has been force-closing on me for several months now within 2-3 minutes after opening. I have submitted feedback, and also reinstalled the app with no changes in behavior. Also Home app has been randomly switching between old/new layouts for me. Ugh.