Can't connect Nest products to new wi-fi

[Jodie74]

Hi, I've recently moved house and changed from a BT router to Sky.  I can't connect any of my Nest products (2x IQ indoor cameras, 1x IQ outdoor camera and 3x Nest protect. The protects just spool forever saying they're trying to connect.  The cameras couldn't connect so I removed the cameras and did a factory reset on each as instructed.  I now get an error message on all three saying "failed to add Nest Cam IQ to account.  There was a problem while adding the camera to your Nest account and then error message NC006 (3.3) or NC009 (15.5)" depending on the product.  I've tried installing from an iPhone and iPad and taking them to another house and connecting to their wi-fi and got the same problem and I'm now I'm out of ideas.  I haven't experienced problems adding other (non Nest) devices HEEEELLLLPPP me please as it's driving me mad.  Thanks

[MplsCustomer]

@Jodie74 

I can't tell you what the answer is, but there have been a series of recent reports in this forum from customers getting an NC009 error when trying to reinstall a Google Nest camera or doorbell after a Wi-Fi update, even after doing a factory reset.

It seems Google Nest has some sort of issue on their servers.

[Det_IllisInfern]

Hi,

Hope all is well

I have the exact same problem.

I had to change my Wi-Fi router and when I tried to reconnect My Nest IQ Cam Outdoor I get the "There was a problem while adding the camera to your Nest account.". I put the cam next to the WI-Fi router reset the cam all of that and I get that same message. I have no answer Hope someone can help.

Respect,

b

[Simmo1]

I have exactly the same problem. I thought it might be a problem with my new router security settings but it isn’t. I will try to contact them for support. If I can get anywhere I will share it with you guys on here. 

[Det_IllisInfern]

Hi,

Hope all is well

I tried everything I could including connecting to a completely open network.  I re-set and re-set and and everything.

Finally, I created new home in my account and The Nest IQ Cam outdoor connected I had to spend the rest of the day moving all the other devices over to the new home and deleted the old home.

Respect,

b

[MplsCustomer]

@Det_IllisInfern 

Judging from recent similar posts, perhaps Google Nest has a defect on their servers that causes a Google Nest "home/structure" to become corrupt, such that the only solution--since Google Nest cannot or will not fix it--is to start over with a new Google Nest "home/structure"

[Det_IllisInfern]

Hi,

Thanks

That is what I had to do. Setup a new home.

Respect,

b

[Jodie74]

Thank you for the helpful answers.  I created a new account and it worked.  Let's hope Nest fix this or, when you call for help, they are able to suggest this as a solution.  Thank you all

[janthadeus]

Hi folks,
 

Simmo1, how’s it going? Still need our help?

Det_IllisInfern and Jodie74, thanks for sharing and we appreciate your time in providing the Community the steps that resolved setting up your cameras — it's a big help! 

I appreciate your help here, MplsCustomer.

Thanks,

JT

[Simmo1]

I finally got round to it yesterday - had to wait for a big ladder!

Setting up a new home address has worked. Thank you all for your help. 

[EdmondB]

Hi there, 

I just wanted to follow up and see if you still needed any help. Let me know if you have any additional questions.

Regards,
Edmond

[DarthKnight]

I am having the same issue. I do not want to create a new home as I currently have a near aware subscription. Anyone else have success without having to create a new home in the Nest app? 

[MplsCustomer]

@DarthKnight 

Maybe Google Nest will step in and provide a solution to whatever is corrupting a customer's Google Nest "home/structure".

A several customers on another post (below) resorted to removing all of their Google Nest devices from their Google Nest "home/structure" and then reinstalling all of them in order to get around whatever had gotten corrupted on their Google Nest "home/structure" on Google Nest's servers.

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Cannot-successfully-add-a-replacement-N...

[EmersonB]

Hello everyone,

@Simmo1, thanks for getting back to us and we're glad that it's resolved now.

@DarthKnight, we appreciate you reaching out here in the Community. To confirm, have you tried resetting your Nest Camera to the factory default? What is the light status of your Nest Camera? Let us know your update here.

I appreciate the help, JT and MplsCustomer.

Regards,
Emerson

[DarthKnight]

Hi all. I found a solution that worked for me! Didn't have to create a new home. I simply unplugged my nest connect range extender and it magically worked! I got the NC009 error during setup but when I closed the error,  the camera was added to my home. Hope this is not a one off and others can find this useful. 

[EmersonB]

Hello DarthKnight,

It's me again. We're glad to hear that your issue is now resolved. We hope that other users were able to perform the steps shared here. Let us know if you have more questions in mind.

Thanks,
Emerson

[MplsCustomer]

@EmersonB 

Shouldn't Google Nest fix whatever it is that causes an active Nest Connect to prevent installation of a Google Nest camera with an "NC009 error"?

[CathyC28]

I have just updated my wifi to an eero network, I had camera's and a new light connected yesterday, today, they're gone from the network and I'm unable to re-add them to Google home.  I've tried pretty much everything:

Restarted my phone, uninstalled Google home, reinstalled.  Cleared the cache for all google apps, made sure all apps were up to date.  Uninstalled Nest app, re-installed.  (when I re-installed Nest app, it said it's having issues and needed to close).  I have done a factory re-set on the camera.  I just tried to create a new home within the app, it won't connect.  wifi is on and strong...
I've seen threads saying we need to drop eero to 2.4ghz

[Indijay]

This is exactly what happened to me. Changed to an eero network. I am unable to add my Nest camera. Tried to factory reset as well.

[EdmondB]

Hey everyone,

@CathyC28, we're glad that you're able to connect the camera again, and thanks for getting back to us. 

@Indijay, thanks for reaching out to the community. Just to confirm, after you factory reset your Nest camera, is the LED light pulsing blue? 

I look forward to your response.

Best, 
Thanks

[CathyC28]

I did finally get the camera's connected, but not the lights.  

Google nest camera's,  i did a factory re-set again.  And it worked somehow

[Indijay]

Hi CathyC28 I'm glad your cameras are now working.

EdmondB - My camera is now working as well. 

1. I had to factory reset the camera - so I had to press the reset button for 15 seconds until I heard the chime.

2. Because I changed to a eero network, in the eero app I had to select Settings | Troubleshooting and then My Device Won't Connect - then My Device is 2.4 only - I selected "Temporarily pause 5 GHZ." So I was now able to add the camera ok.

[EdmondB]

Hey there,

@Indijay,as we got our resolution here, I'm going to mark this one as resolved. Please feel free to open up a new thread if you need assistance.

Thanks,
Edmond