Can't access Nest Google Web site anymore, and lost Camera which is not really lost !

[Mad_Tekee]

So I have had Google Nest 1st Gen cameras for several years, probably one of the early adopters of Nest cameras when they were simply 'Nest'.

I use the Google Nest App on my phone and have used up until recently Chrome Browser web access regularly for managing camera device timelines,  looking at clips and generating them, downloading etc.

Although I don't recall ever migrating my setup to Google Home I can also see the cameras on my Google Home app on my iPhone 15Pro but haven't used it much.

Recently the whole world has turned upside down.

My house power was off for about 90 mins whilst a Smart Meter was being installed.

On power back on, all cameras came back apart from one of them.

There was a blank space on the Google Nest App on the iPhone but I just could not get it to add manually.

I then looked at the Google Home App and same blank picture.

For some reason I was presented with a  message saying would you like to delete camera and re-add this device (or similar). [Start menacing music]

Stupidly I did that in Google Home. I found out subsequently from Support that you cannot manage 1st Gen  Cameras in Google Home ! err What ????

So why doesn't Google Home know its a 1st Gen camera and prevent you from deleting it then ?

The blank camera space disappeared from Google Home for that device, however in Google Nest App it remained there - even the next day.

The day after (I think) it disappeared totally on Nest App, so I thought - OK maybe I can now add that device back.

When I try to add the device back it reports error C101.

This apparently means the camera is still in the infrastructure. But how?. I deleted it in Google Home and now it has disappeared from Google Nest.

After re-loading Apps on phone the same situation exists.

I tried the trusty old Web interface then to find I now cannot log in on the web anymore.

I have ensure third party Cookies allowed, added Home.Nest and Google domains etc etc. Nothing works.

I am now completely stuck. 

The issue has been reported to Google Nest Support but in the space of a week I have no answers. I can see the remaining three cameras but cannot manage them.

Somewhere between Nest Google servers and Google Home servers my deleted camera profile exists but as a user I cannot delete it.

Trying to log in to Google Nest web interface is now impossible as well. It looks like my account is corrupted.

If I delete the structure I will delete all my clips I have saved and I cannot manage them to download them as I cannot log in to nest web app. It just loops back around to the log in screen all the time.

Have Google turned off Nest Web access??

Can anyone else still log in to this server?

Any help suggested ?

Its a complete nightmare. An example of how NOT to engineer a system.

[ByronP]

Hi Mad_Tekee,

Thank you for reaching out to the community. I see you’re having trouble connecting your Nest Camera 1st Gen after the power outage and suddenly the Nest Camera disappears from the Nest app and Google Home app. Additionally, you’re unable to login into the Nest website to check your video history. I understand how frustrating this must be for you. I appreciate all the detailed information you’ve provided and all troubleshooting steps you’ve already taken. I’m here to help.

For better assistance, please respond to the following questions:

• What type of Nest Camera do you have? (Here is a helpful article to identify the model of Nest Camera)
• When did the situation start?
• How far have you gotten in pairing your device?
• What’s the color of the LED status light?
• How far is the device from the router?
• Are there any devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the device you want to pair?
• What is the make and model of your computer?
• Which browser do you use?
• What is the web version of the browser you use?
• Is this a personal or business computer?
• Are there any installed antivirus, security, or firewall software?
• Do you have the case ID number for the previous interaction with Google Nest support?

Please keep me posted on your findings.

Regards,

Byron

[Mad_Tekee]

Thank you for your post reply concerning my Nest Outdoor Camera.

The issue is being followed by Google Nest support but unfortunately this is taking weeks with no resolution so far.

To come back to you on some of your questions, there are lots of issues surrounding the problems I have :

• What type of Nest Camera do you have? 
  • As above its a 1st Generation Nest Outdoor Camera. I bought this years ago when they first came out in UK - circa 2018
• When did the situation start? - 
  • Recently after a long power outage the camera didn't come back on line. All my other Nest Cameras were fine.
• How far have you gotten in pairing your device?
  • OK so this is where it gets messy. Firstly, I have always used the Nest iPhone App and more often a Web browser (Chrome usually) to manage my Google Nest infrastructure. Trying to manage a timeline and events and set up clips/download them is a pain in the iPhone apps, so web management is the way to go. 
  • There was a blank placeholder on the iPhone Nest App for the problematic camera in question  - but could not get the camera to be added. Then for some stupid reason I thought I would try Google Home. I was not fully aware at that stage that Google Home could not manage Nest 1st Gen cameras fully, Unfortunately I deleted the camera from my infrastructure on Google Home accidently. 
  • I discovered I could not add the 1st Gen camera back in using Google Home. Went back to my Nest App and tried to add the camera back in - the blank placeholder was there still in Nest iPhone App, but could not add the camera.
  • Next day I tried again, to discover the camera placeholder in Nest App had disappeared. So tried to add the camera back in. I got to the stage where is was scanning networks (initially Blue LED) only to come back to error C101. This translates to 'device/camera is already part of you infrastructure'. Basically there appears to be a complete disconnect of database config between Nest iPhone management and Google Home management. Nice one Google. Ever since then I have tried several times with camera removed and placed 2 metres from Router and same C101 result. 
  • After all this I thought I would go to the Nest Web log in and see if I could sort it that way. At least to see if the camera placeholder is there. That's when I discovered I could not sign in to Nest Home page anymore. I have tried all browsers, enabled Third party cookies and added Home.Nest.com and Google.com domains to my browser as allowed. No help at all. So the whole setup is a mess and I cannot log back in.
• What’s the color of the LED status light? See above
• How far is the device from the router? - See above. Not relevant as tried 2 metres away. All my other home devices are fine.
• Are there any devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the device you want to pair? - None. Not Applicable; never been a problem before
• What is the make and model of your computer? Tried all my computers Win 10 and Win 11 etc etc 
• Which browser do you use? Usually Chrome for Nest Home never a problem for years. Tried Firefox. Edge and Safari on iPhone.
• What is the web version of the browser you use? - All very latest versions
• Is this a personal or business computer? Personal, no VPN
• Are there any installed antivirus, security, or firewall software? - Yes but never a problem in the past at all. 
• Do you have the case ID number for the previous interaction with Google Nest support?
  • I have a case ID number and is being followed by Google Nest Support. They have been responsive but not told me anything that would be an obvious cause. My own belief is that my infrastructure database in the Cloud is corrupted and it would 'appear' that the sync between Google Nest and Google Home is a problem.

At present they told me to send back the old camera as they think it is a fault on that. I am not convinced at all, however its worth a try.

Incidently, in removing my Outdoor Cam the Cable connected to the camera is completely disintegrated. This cable is NOT suitable for Outdoor use as it is obvious it has been degraded with UV light. The camera still powers up OK with Blue LED but this is another design weakness from day one.

As a customer investing in several cameras back in 2018 I have been generally happy with performance up until now but there has been little development to improve camera management and the recent introduction of Google Home has cut corners and not addressed adequate timeline clip management and Zone management on a big screen. No Web management from what I see. Its a step backwards.

In conclusion, my existing cameras continue to work on Nest iPhone App and can be seen on Google Home App. The troublesome camera appears to have disappeared totally but Google Nest app reports that particular device serial number is still part of my infrastructure. After I send the camera back to Google what happens to all my Clips on that camera?. I assume they are all deleted but trying to add the camera back reports it is still present  - so is it really deleted ??

Web access on Home.Nest.com still inaccessible - log in , Nest circle wait, no errors but takes you back to the log in screen after about 5 or 6 seconds.

Sorry for lengthy text history.

[ByronP]

Hi Mad_Tekee,

Thank you for your reply. I appreciate all the detailed information you've provided.

Based on your answers, please follow these recommendations:

1. Verify Date and Time settings.

Ensure your device's date and time settings are correct and automatically synchronized. 

• Click the time on the screen and then select Change date and time settings.

• Select Internet Time and then Change Settings.

• Check Synchronize with an internet time server and then click Update Now.

• Close and then relaunch your browser.

2. Check and Disable Browser Extensions.

Please check for any browser extensions or add-ons that might be preventing normal functionality and temporarily disable them.

• In the Chrome window, click the menu icon and then select Settings.

• Select the Extensions link.

• Disable any add-ons that are enabled.

• Close the browser (Alt + F4), then relaunch it.

Finally, I need to confirm a detail regarding your device's history: Did you return and replace your Nest Cam Outdoor (1st gen)? If you did, please provide the case number so I can check all the details regarding that camera.

Please keep me posted how it goes.

Regards,

Byron