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Cannot remove camera from previous account, but it is my account.

Andiamo
Community Member

I bought 2 new indoor cameras and one new outdoor battery camera. I installed them and they worked fine. Then they stopped working and tried to reconnect, kept getting on offline message.  I got a new router and Wi-Fi that covered a larger and tried to reinstall them. It won’t let me. Keeps saying “remove camera from previous account”, but it was my account to begin with. Any advice?

7 REPLIES 7

MplsCustomer
Bronze
Bronze

@Andiamo 

Well, you have two different issues. One is that your cameras went offline. The second is that you changed your Wi-Fi network. On the second issue--changing Wi-Fi settings--Google Nest does not make it easy. Their first recommendation is this: "The simplest fix for most Nest products is to update your home network so that the network name (SSID) and password are the same as before. This will usually work even if you’ve purchased a new Wi-Fi router as long as the manufacturer settings are the same." (https://support.google.com/googlenest/answer/9223711?hl=en#zippy=%2Ctry-the-same-network-name-and-pa...)

Are you able to change the network name (SSID) and password on your new router/modem to the same values you used on your old router/modem? That should get you past the "remove camera from previous account" error. Otherwise, Google Nest's next recommendation (see link above) is to first remove the camera, but you'd need to be on your old Wi-Fi network to do so, and then do a factory reset.

I don't know about the offline problem. I've seen similar reports from other customers, but having 3 faulty cameras seems a little improbable (but not impossible). If you can get past the Wi-Fi issue, can you temporarily locate your cameras close to your router or access point, to at least find out whether the problem is your Wi-Fi signal strength?  (Or maybe your new router will solve any Wi-Fi signal strength problems.)

aatienza
Community Specialist
Community Specialist

Hey Andiamo,

 

Thanks for reaching out. A few questions: what's the status light of your camera? Could you check if your Nest cameras are still showing in the Google Home app? If so, let's remove it from the app. Open the app, then tap Settings > Remove device > Confirm. Also, check out this link on how to Change camera and doorbell Wi-Fi settings. 

 

Let me know how it goes by replying to this thread.
 

I appreciate the help, MplsCustomer.

 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey there,

 

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

Thanks,

Archie

Andiamo
Community Member

Hi. I still can't get the cameras to connect. I had already removed them in an effort to do a factory reset and then add them back but they are still referencing another account and do not show up in my Google Home app at all. So, I am going to have to call Google tech support tomorrow and have them assist me. Thanks for all the suggestions and comments! Andiamo

janthadeus
Community Specialist
Community Specialist

Hi there,

 

Thanks for keeping us in the loop. We appreciate your efforts here. Sounds like a plan! Keep us posted. 

 

I appreciate your help, MplsCustomer and Archie.
 

Thanks,

JT

Brad
Community Specialist
Community Specialist

Hi there, 

 

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

 

Best regards, 

Brad

aatienza
Community Specialist
Community Specialist

Hey there,

 

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

I appreciate the help, JT and Brad.

 

Thanks,

Archie