Cameras do not appear in the NEST application or Google Home

[Lafontaine216]

When I enter the NEST or Google Home application with my email account, the cameras that were already configured do not appear.

Speaking to support, they recommended that I reset the factory settings but they still don't appear.

If you try to configure it again, it sends a message that that camera is already linked to an account and cannot be added.

[MplsCustomer]

@Lafontaine216 

The most likely reasons for not seeing any of your Google Nest cameras when logging onto the Google Nest app or the Google Home app are a) you've inadvertently logged onto the app with the wrong email account, or b) in the app you are selecting a Google Nest "home/structure" other than the one where your cameras are installed.  I'm just another Google Nest customer, but I've never seen a case logged in this forum where a customer's cameras all simply disappeared; there always seems to be something like the wrong email account or wrong Google Nest "home/structure" (or even inadvertently deleting their Google Nest "home/structure".)

I'm puzzled why Support suggested factory resetting your cameras.  Some older Google Nest cameras can only be factory reset by removing them from the Google Nest app while still logged on with the email account used to set them up.  And if you did factory reset all of them, you would then have to reinstall all of them.

The most likely reason for getting a message that a camera is already linked to an account is that the camera was NOT factory reset, and is still linked to the email account you used to set it up.

Are you certain you're using the same email account you were using previously?

[EmersonB]

Hello everyone,

@Lafontaine216, thanks for reaching out here in the Community. To know more about this issue, I’d like to confirm, how many home structures do you have? Have you tried logging in using a different account? 

I appreciate the help, MplsCustomer.

Regards,

Emerson

[Lafontaine216]

Hello,

We only have one house/structure on this account (lafontaine216), we also have Nest WIFI configured and we can see them in the apps.

I have other cameras of the same model on another account and when I log in with the other account, I was able to see the cameras that are linked to the other account.

It is only in this lafontaine216 account where the cameras do not appear.

[MplsCustomer]

@Lafontaine216 

I'm just another Google Nest customer, and cannot tell, from the information you have provided here, why your cameras were not appearing in the Google Nest app or the Google Home app if you had previously installed them there. But one reason you might be getting the "already linked to another account" message is that the cameras were not actually factory reset, in which case the "other account" is actually your account.

One common error that seems to occur is that customers use the "Restart" instructions rather than the "Factory reset" instructions in Google Nest's instructions:

https://support.google.com/googlenest/answer/9252162

[zoeuvre]

Hi folks, 

@Lafontaine216, chiming in—if you are experiencing an issue where your cameras do not appear in the Nest or Home application, despite being configured and previously working, and you have already tried resetting the factory settings without success, there could be a few possible reasons for this issue:

1. It's possible that the cameras are still associated with a different Nest or Google account. Double-check that you are using the correct email address and account credentials when logging into the Nest or Home application. Ensure that you are using the same account that was originally used to set up and configure the cameras.
2. If you have multiple homes or structures associated with your account, make sure you are selecting the correct home/structure within the application. Sometimes, cameras can be assigned to a specific home/structure, and if you are viewing a different home/structure in the app, the cameras may not appear. Verify that you are accessing the correct home/structure associated with the lafontaine216 account.
3. There could be a synchronization issue between your cameras and the Nest or Home application. Try the following steps to refresh the connection:
   • Disconnect the power source from each camera, wait for a few seconds, and then reconnect the power.
   • Close the Nest or Home application completely and then reopen it. This can help refresh the connection and sync the cameras.
   • Ensure that you are using the latest version of the Nest or Home application. Updating the app to the latest version can sometimes resolve compatibility issues.

Let us know if that helps.

Best,

Zoe

[Lafontaine216]

Unfortunately it hasn't worked. I talked to support to find out if the associated account can be located with the cameras' serial number but they said no.

The account is correct, there are access points configured and those can be managed.

[ByronP]

Hi Lafontaine216,

Thank you for posting and I'm sorry for the delay. If the troubleshooting steps above didn't work, please fill out this form a dedicated team will reach out to you via email for further assistance on your concern.

Regards,

Byron