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Cannot reconnect my Nest battery outdoor came after changing my Wi-Fi password

Nursehgh
Community Member

Hello community 

I changed my Wi-Fi network password last week. My cam was booted off showing offline. Read instructions that led me down the path of removing the cam from Google home to reset up.

followed all instructions multiple times. 
restarted router

restarted iPhone and iPad- tried both 

reset the cam

tried to add at least 5 or more times, resetting each time

the cam has a white light 

occasionally makes a sound 

always ends in ‘something is wrong’ message

never had any issues for 3 plus years until i changed my Wi-Fi password 

Ideas?

3 REPLIES 3

MplsCustomer
Bronze
Bronze

@Nursehgh 

Unfortunately, Google Nest does not make it easy to change Wi-Fi settings. That's why their first recommendation when getting a new router/modem is to set your network name (SSID) and password to the same values used on your old router/modem. If you can't do that, then with cameras in the Google Home app, you are supposed to remove the camera from the Google Home app while you are still on the old Wi-Fi and have contact with the camera:

https://support.google.com/googlenest/answer/9223711

If you don't do that, even a factory reset doesn't fix things. When you did the factory reset, did you press and hold the factory reset button until, at 10 seconds the status light blinked yellow 4 times and you heard a countdown tone, followed at 12 seconds with a steady, solid yellow light while the camera resets and you hear a confirmation tone?

https://support.google.com/googlenest/answer/9252162?sjid=9867748930786568972-NA#factory-reset&zippy...

If you need to contact Support, you can use the link and instructions in this post; depending on the time of day and your locale, you may get phone callback, chat, or email options:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

Nursehgh
Community Member

Thank you! I've done all of those things. Wondering if my camera is just broken-maybe a coincidence. I am taking to best buy today for a tech support. Maybe they will just replace it. 

zoeuvre
Community Specialist
Community Specialist

Hi folks, 

 

@Nursehgh, thanks for reaching out to us, and I'm sorry to hear about the situation. I want to check if you are still in need of any help. If so, please answer the following:

 

  • Are you getting any codes or messages?
  • How far is the camera from the router?
  • Do you have other Nest devices in the house?
  • Are there other devices connected to the same Wi-Fi where the camera is connected to?
  • Can the camera find other Wi-Fi networks?
  • Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the camera?
  • Do other devices experience slow internet speeds?
  • What Wi-Fi frequency band do you try to connect to (2.4 GHz or 5 GHz)?
  • What is the make and model of your router?
  • Does the camera have a subscription?

 

I'll look forward to your response. 

 

I appreciate your help, @MplsCustomer.

 

Best,

Zoe