12-13-2021 02:59 PM
We have 4 cameras that were working just fine. Then we had to get a new router. Now we can’t connect the cameras. It gives us a C104 error message saying that is the wrong password. Everything else in the house will connect using that network name/password - computers, phones, TVs but not the cameras. We’ve been on the phone with Nest Support for probably 5 hours over 3 sessions. Still nothing. We’ve deleted the products, tried adding them back as new. Still nothing. Anyone have any suggestions??
Answered! Go to the Recommended Answer.
01-26-2022 03:07 PM
We contacted the router service people (Eero) who knew right away what the issue was - the cameras need to connect to 2.4 GH but the newer routers use 5 GH (or both). They showed us a way to pause the 5, connect the cameras to the 2.4, then turn the 5 back on. Not sure what type of router you are using but maybe their customer service could help you. We probably talked to 8 - 10 Nest people and none of them suggested that was the issue. Good luck!
01-07-2022 01:25 AM
I am having this same issue- very frustrating. Everything else in the house switched over just fine but I just keep getting error codes when trying to connect. I even bought a new camera but the same thing is showing up which is odd? Could it be a firewall issue with the new router or something?
01-07-2022 05:24 AM
We finally figured it out - no thanks to Nest support. It had to do with connecting to the router on the 2.4 GHz vs 5 GHz. The new router does both so we had to pause the 5 & connect to the 2.4. Then the 5 comes back on so we have no service issues. We use an Eero router & their support was amazing. It was easy to set up then they helped with the camera. Good luck!
01-24-2022 02:25 PM
Ever since Google took over its been a complete sh$tshow. Stop over paying for garbage camera with even worse supoort, looking into POE/IP cams. Better support MUCH better quality
01-25-2022 03:45 PM
Hi there,
I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.
Please let me know if you need further assistance.
Best Regards,
Brad.
01-25-2022 06:50 PM
Hi Brad- unfortunately I still haven’t been able to connect my cameras…I would just get a whole different system but this one was already so expensive…
01-26-2022 08:39 AM
Have you Factory Reset your device? I wanted to remind you of some Important things to know before you factory reset. After you factory reset your camera or doorbell:
Important: Because a factory reset permanently erases the items listed above, we don’t recommend doing it as a troubleshooting step until you’ve tried restarting your camera and other troubleshooting options.
Best regards,
Brad.
01-26-2022 02:26 PM
Hi Brad- the camera I have does not have a factory reset button- the “factory reset” apparently is removing it from the account and reintroducing it- which I did and it didn’t help. I also bought a BRAND NEW camera which also would not connect. I believe someone earlier was correct in saying that it has something to do with the new Wi-Fi, but these cameras are not cheap- they should be able to connect to any standard home Wi-Fi…..
01-26-2022 02:30 PM
Hi! I’m thinking that you’re right (how do google “specialists” not know of this issue??)…I am however not very tech savvy- how does one change the GHz??
01-26-2022 03:07 PM
We contacted the router service people (Eero) who knew right away what the issue was - the cameras need to connect to 2.4 GH but the newer routers use 5 GH (or both). They showed us a way to pause the 5, connect the cameras to the 2.4, then turn the 5 back on. Not sure what type of router you are using but maybe their customer service could help you. We probably talked to 8 - 10 Nest people and none of them suggested that was the issue. Good luck!
02-02-2022 11:43 AM
Hey Folks.
I'm relieved to hear that you were able to get it figured out, @Beckym. @G-Rex, I would suggest that you follow what @Beckym said and see if you can get that switched over to a 2.4Ghz wifi channel. At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.
Best Regards,
Brad.