Camera set up

[Rickyk1]

Hi, I have 2 wireless nest cameras. One of them started showing 'camera offline' but It was still recording events. I couldn't view any live feed. I tried all the advise from the help pages but I was unable to fix the issue so I've done a factory reset. I'm now having trouble in adding the camera to my home as its not finding the camera when I'm trying to set it up. Can anyone advise on a fix for this? Thanks.

[Kinia87]

I have same issue.  On the app its showing camera doorbell offline, we can't see live video but all activity etc person, car .... and when you press the doorbell its showing in history.  Tried to reset but nothing change . Didn't want to do factory reset just yet.....looks like so many people have experienced the same problem today 😕 we are in the uk 

[Rickyk1]

Hi, I've managed to sort it after viewing a YouTube video. I held the reset button on the camera for 15 seconds and it reset it fully. I was then able to set the device up from new again. Not sure why the issue occurred in the first place but glad I've finally got it sorted! 

[Kinia87]

Ah perfect Im glad you managed to sort it out. I did try to reset by held the reset button for 5sec but did nothing 🙄 will try like you said for15sec and see if its work . Thanks for your advice 👍 

[Rickyk1]

Yeah the 5 second one advertised on here didn't work for me either, after the 15 second one the device makes a noise as its resetting and it worked after that. Hope you get sorted! 

[Tobbe]

Same issue today. One of my two went offline. Spent 4 hours on the topic. Reset, factory reset, reinstalled the app. Now I can’t connect any of the cameras. 

[Lance_L]

Hello everyone,

Thanks for reaching out — let's get this sorted out. 

@Rickyk1, I’m glad to hear that your issue has been resolved.

@Kinia87, how is your Nest doorbell doing? Do you still need help?

@Tobbe, a few questions: what type of Nest doorbell do you have? What is the color of the status light? Do you have an iOS or Android device? Does the issue occur on multiple mobile devices or cameras? Also, are you using the Google Home or the Nest app?

Keep us posted. We'd be happy to help.

Best, 

Lance

[Lance_L]

Hello folks,

I wanted to follow up and see if you still needed help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Regards,

Lance

[Tobbe]

I have two battery nest cams. I use the home app on an iPhone. Just tried again and no go. ”An error occured when connecting…”

[Lance_L]

Hi Tobbe,

Thanks for getting back to us and for sharing what you’ve done to have your concern resolved.

Let's try the steps below:

1. Save any video history on the device, if any. Follow this guide.
2. Unmount the device, then connect it to the USB cable and power adapter, if applicable.
3. Locate the reset pin on the device.
4. Insert and hold the pin (you can use an unfolded paper clip or a thumbtack).
   1. At 10 seconds, the status light will blink yellow four times, and you’ll hear a countdown tone.
   2. At 12 seconds, the status light will be steady, solid yellow while the device starts the factory reset, and you’ll hear a confirmation tone.
5. Release the button. Your device will restore to its factory settings.
6. After the factory reset, your device will appear as "Offline" in the app until you remove it. Also, the status light should be pulsing blue.
7. To remove it from the app, open the Google Home app, select the device, and then tap Settings > Remove device > Confirm.
8. Make sure the phone is on the same Wi-Fi network as the selected network for the Nest device.
9. Bluetooth should be enabled, but it should not be connected to any Bluetooth devices. Disconnect any Bluetooth devices paired to your phone, such as earbuds, smartwatches, etc.
10. Cellular data should be turned off.
11. On the iOS device's home screen, tap Settings > Privacy > Local Network and turn on Local Network Access for the Google Home app.
12. Start adding the device back to the Google Home app.

Let me know how it goes.

Best regards,

Lance

[Tobbe]

Hello,

yes, this is what I have been doing more than 20 times. Google Home can’t add any of my cameras. Same result.

[Lance_L]

Hi all,

Tobbe, since the steps you took did not work, I’d be happy to look into this for you. Please fill out this form with all the necessary information, and then let me know once you have done so.

Kinia87, do you still need assistance? Please let me know so I can assist you further.

Best regards,
Lance

[Juni]

Hi Tobbe,

I wanted to follow up if you are still in need of any help. If so, please fill out the form above.

Thanks,
 Juni

[Dan_A]

Hey there,

Do you still need help with your device? If so, kindly fill out this form. 

Best regards,

Dan

[Tobbe]

I have filled out the form.

BR Tobias 

[Lance_L]

Hey Tobbe,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.

Cheers,

Lance