Camera with Floodlight won't re-add after deleting from app

[McCobalt]

Had problems with my Internet. Had to change password. Camera wouldn't reconnect.. I deleted the camera with floodlight from my home app and tried to re-add it and it won't connect to the app.. even after factory resetting the camera and floodlight. I have the QR code and the setup code from the camera. Neither work when trying to re add to my app.

[zoeuvre]

Hi McCobalt, 

Yikes! Let's see what's going on. A few questions: 

• When and from where was the device purchased?
• How far is the device from the router?
• Can you connect to the internet with other devices?
• Are there any other devices that experience issues with the Wi-Fi?
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the device you want to pair? Those devices could interfere with the Wi-Fi or Bluetooth signal.

You may also follow these simple troubleshooting steps: 

1. Check your phone or tablet:
   • Make sure it’s on the same Wi-Fi network as the selected network for the Nest device.
   • Bluetooth should be enabled, but it shouldn't be connected to any Bluetooth devices.
   • Cellular data should be turned off.
   • On iOS devices with iOS 14 or later, ensure that local network access is enabled for the Nest or Home app.
     • On the iOS device's home screen, tap Settings.
     • Tap Privacy > Local Network.
     • On the list of apps, turn on Local Network Access for the Nest or Home app.
2. If the status light is solid green, help the customer factory reset your camera or doorbell.
3. Re-scan the QR code or manually enter the entry key.
4. create a new home structure in the app, then add the Nest device to that home.
   • If the Nest device pairs, customers can use the new home and delete the original one. They need to reset any devices in the old home, then add them to the new home.
   • If the customer wants to keep the old home, they need to remove all devices from the home > reset the account connection > connect all devices using the same network (Settings > Network), then pair the Nest devices in the app.

Keep us posted. We're happy to help.

Best,

Zoe 

[McCobalt]

• When and from where was the device purchased? Through Google store. I purchased as soon as they were first available and for sale whenever that was.
• How far is the device from the router? Maybe 30-40 feet
• Can you connect to the internet with other devices? Yes all other cameras connected, even 1 further away from the router.
• Are there any other devices that experience issues with the Wi-Fi? No other devices have problems
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the device you want to pair? Those devices could interfere with the Wi-Fi or Bluetooth signal. No the floodlight is outside and away from everything else. I even tried to pair while on a ladder right next to the light 

[EmersonB]

Hi McCobalt,

Thanks for getting back to us. To know more about this issue, I’d like to confirm, what is the light status of your Nest Camera? How did you perform the reset?

To make sure you're following the correct steps, you may follow the steps below:

1. Locate the reset button on the back of your Nest Camera.

• Tip: The reset button on your Nest Camera is located on the back of the camera head.

2. Press and hold the button:

• At 10 seconds, the status light will flash yellow four times, and you’ll hear a countdown tone.
• At 12 seconds, the status light will be steady, solid yellow while the camera starts the factory reset, and you’ll hear a confirmation tone.

3. Release the button. Your Nest Camera will restore to its factory settings.

4. After the factory reset, your Nest Camera will appear as “Offline” in the app until you remove it.

To remove it from the app, open the app, tap on the device, then tap Settings> Remove device > Confirm.

5. To learn more, you may visit our public article about “Restart or factory reset Nest camera or doorbell”.

Looking forward to your response.

Regards,

Emerson