Camera with floodlights is hardwired, not a cable, still saying no battery charge.

[582khr]

Camera installed by electrician. Hardwired, not plugged in. Worked for five months until winter, when the video suddenly lost colour and went purple, then went offline due to }drained battery “. Shouldn’t be accessing battery at all. Seems a common occurrence. Floodlights still come on at movement so definitely power to the unit. With 12 other google nest devices in the house I’m committed to this camera model but stuck. What to do?

[zoeuvre]

Hi 582khr, 

Yikes! I'm sorry to hear that your Nest Camera with Floodlight still says no battery. Let's sort this out. 

Charge your camera. If possible, keep it connected to the charger until its battery is full. To charge the camera optimally, ask the customer to use the provided cable and adapter. Adjust the angle of their camera to a more productive area that catches fewer unimportant activities. If the camera seems not to be charging, use a clean, dry cotton swab to clean off any dirt buildup on the pogo connectors before you charge it again.

Let us know how it goes.

Best,

Zoe 

[582khr]

Not a good reply. It is a HARDWIRED camera. With floodlights. Not plugged in. 

[EmersonB]

Hi everyone,

@582khr, thanks for getting back to us. Sorry for the confusion. To know more about this issue, I'd like to confirm, are you seeing the purple hue when you watch the live stream of your Nest Camera?

Give these steps a try:

Make sure Night Vision is set to Auto. 

• In the Google Home app
  • Tap Favorites or Devices .
  • Tap and hold your device's tile More Settings .
  • Tap Video. 
  • Under Night Vision, select from Always on, Auto, or Off.

Check that the outdoor lights don’t shine into the camera lens. In some cases, bright lights can delay or prevent your Nest Camera to switch to Night Vision.

Reset Night Vision settings:

• In the Google Home app
  • Tap Favorites or Devices .
  • Tap and hold your device's tile More Settings .
  • Tap Video.
  • Under Night Vision, toggle the Off button, then turn it back on.

May I also know what the battery percentage of your Nest Camera is? When your charging cable is connected to the Nest Camera, do you see a charging icon or an infinite symbol from the Google Home app?
 

Looking forward to your response.

I appreciate the help, MplsCustomer.

Regards,

Emerson

[582khr]

Another unhelpful response.  The purple hue is long gone because the camera. Won’t. Charge. It won’t connect to the app because it won’t. Charge. There is zero battery. I’ve reset it and tested everything, the unit is faulty and Google won’t replace it even though this is a known problem. 

Does anyone have an actual answer?

[Lance_L]

Hey everyone,

@582khr, I genuinely understand the inconvenience you have faced. I’m on this right away. I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

Thanks for the help, Zoe and Emerson.

Best,

Lance

[582khr]

waiting for an update, thank you. 

[EdmondB]

Hey 582khr,

We already received your form. We will make a follow up on the status of the case with our phone support. Let me know if you have additional questions.

Regards,
Edmond

[582khr]

Form is filled out thank you.

[EmersonB]

Hello MucBean,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Let us know if you have any questions or concerns.

Thanks,

Emerson

[582khr]

Wrong name @EmersonB, so I hope the form actually gets processed 😐