Can’t reconnect camera to new router

[Eric212]

I have 6 Google net cams with batteries. All the cameras were working great. Then aprox two weeks ago I got a new Motorola MG8725 multi gig modem and my cameras won’t connect to it. Every other item I have from my MacBook Pro to my light bulbs connected right away and without any issue and run better than they did with the old modem. But the cameras won’t. 
I’ve called google several times, Motorola several times and no one can figure it out and I’m about ready to pull out my hair. 

has anyone else encountered this and was there a fix??

[Eric212 · Accepted solution]

Hello MlpsCustomer,

thsnkd for taking the time to respond to my posting. That was actually the very first thing I tried and I just didn’t work. 

[MplsCustomer]

@Eric212 

Since Google Nest does not make it easy to update Wi-Fi settings for some of its cameras and doorbells, the easiest approach--if you can--is to set the network name (SSID) and password on your new router/modem to the same values used on your old router/modem. We've done this with a new router/modem and all our cameras and doorbells reconnected without any problems. This is also Google Nest's first suggestion: https://support.google.com/googlenest/answer/9223711?hl=en

[Eric212 · Accepted solution]

Hello MlpsCustomer,

thsnkd for taking the time to respond to my posting. That was actually the very first thing I tried and I just didn’t work. 

[Brad]

@Eric212

Sorry to hear that you are still having this issue! I bet it's been a frustrating situation. I am wondering if you have tried to set up the camera to it's own wifi channel like a 2.4ghz or the 5ghz channels. If you haven't, I would suggest trying that first after a Factory Reset. 

Best regards,

Brad

[SteveT1]

Hi folks,

I appreciate the help @Brad. Checking in to see if you have further concerns about your Nest camera? Feel free to update this thread, and we're happy to assist you further.

Thanks,
Steve

[Brad]

@MplsCustomer

I am sure you are able to assist the user. You are knowledgeable and helpful to users. Thanks for your help.

Best regards,

Brad

[ronan13]

Having the exact problem with 2 Nest Battery Cam. Were running fine on previous motorola modem, upgraded to Motorola MT8733, they will not connect. Lets you select the network, put in the password, tries to connect and says "something went wrong, check password. The 6 other older Nest cams, 2 nest thermostat, and Nest protect all connect with no issues. Just the battery cam. 2.5 hours on the phone with google and no answers. 

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow up questions or comments.

Best regards,
Brad

[ronan13]

So no help ?

[Brad]

@ronan13

If you haven't tried already, delete your Home and install the camera first and then everything else added after that. It's tedious, but it works for users. That is the only workaround that I am aware of.

Best regards,

Brad

[ronan13]

So you're telling me, I have to delete 6 wired cams, 2 thermostat, which by the way automatically cancels the nest aware subscription, to maybe get these new cameras to do something the old nest cameras did with ease on my new network? 

[Brad]

@ronan13

Yes that is what I suggested. It works. I understand it may be inconvenient, but it is the only workaround that I am aware of.

Best regards,

Brad

[ronan13]

Absolute trash, the fact that you see this many posts about this and I spent 2.5 hours on the phone with Google is an absolute embarrassment 

[Brad]

@ronan13

I understand your frustration, I wish I had a solution to provide but the way that the new cams are designed, you aren't able to manually connect it like previous models. It has to find a device to connect with and changing your wifi channels could also help from what I have seen. Try that first maybe. Just switch the devices connection from 2.4ghz to a 5ghz channel or vice versa. 

Best regards,

Brad

[MplsCustomer]

@Brad 

If the new cameras are designed to find a device to connect with (to obtain Wi-Fi credentials), could the customer temporarily turn off all of their other Google Nest devices to force the cameras to be manually configured for Wi-Fi credentials?

Or could the customer temporarily create another "home", add the cameras to that home, then remove the cameras from that temporary "home", delete that "home", and add them back to the regular home?

Customers in this forum have suggested these work-arounds as a way to get around the "cannot connect to assisting device" error.

Since this issue has been festering for close to a year, why doesn't Google Nest update its software to provide customers with the option to manually configure their cameras?

[ronan13]

They will, as soon as they release their wifi-6 mesh.. F'n ridiculous

[Eric212 · Accepted solution]

Hello Ronan13,

I went around with google, Motorola, and Amazon who sold me the cameras and the router. Absolutely nothing worked. I couldn't even begin to tell you how many hours I spent on the phone with different people trying to solve it. In the end I returned the Motorola router and got a different one, once I had the new router everything went right back online. I'm not sure what software issue it is but the issue is with the router. 

Wish I had a better solution for you but exchange the router and I'm sure you'll be fine.

[ronan13]

It's funny because they worked fine on the previous router, which was a Motorola. Since google is 100% dropping the ball on this, and depending on their customers to figure it out, looks like I'm on my own. Thanks for the suggestion, that may be an option at some point soon. Doesn't say much for google when the old cameras connect with ease to an upgraded router, but the new cameras have such and issue,.  AND THEY KNOW IT AND ARE OF LITTLE HELP TO SUPPORT THEIR PRODUCT.

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow up questions or comments.

Best regards,
Brad

[ronan13]

Ridiculous that google put a product to market with this many issues, and is basically putting it in the customers hands to spend their time to try and figure out a way around the flaws. Still no luck with my battery cams. Customer service ZERO help, appreciate the community input even though I had no luck with it. The rush to get off the Nest app, produced a garbage product with little if any attempt by google to fix the issue. Seeing these issues from people for months, the anger will only grow as more people find out the hard way, what they're in for when they upgrade a network.

[Brad]

Hey folks,

Our engineering team would like to take a closer look into this device behavior further. You can send them a feedback report that includes system logs by following the steps here. Thanks for helping our investigation! 

Best regards,

Brad