Cameras won’t connect to new router network

[Beckym]

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??

[G-Rex]

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?

[Beckym]

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!  

[benzotk77]

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 

[Brad]

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.

[G-Rex]

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…

[Brad]

@G-Rex

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:

• Your camera will forget your Wi-Fi network name and password.
• Your camera will be "Offline" in the app. You won't be able to use it until you remove it from the app and reconnect it.
• Any custom camera settings will revert to default settings.
• If you want to save any video footage, before you factory reset, create video clips or timelapses and download the files to your phone or computer.
• If you have a Nest Aware subscription and you plan to continue using your camera or doorbell with the same account, do not cancel your subscription.
• If you plan to get rid of your camera or add it to a new account, before you factory reset, cancel your Nest Aware subscription. After you cancel, your camera's entire video history, Activity Zones, and snapshots will be erased as soon as you remove your camera from the app. Once your video history and snapshots are deleted, they're gone forever. They cannot be recovered. We do not keep backups.

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.

[G-Rex]

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…..

[G-Rex]

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??

[Beckym · Accepted solution]

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!

[Brad]

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.