Cant reinstall camera

[cammackay]

I have used my camera for a year with no problems but just accidentally deleted it from the app as I was having WiFi issues. Now I'm trying to reinstall it, but the app can't find it at all. I have restarted the camera and the router, and my WiFi is working fine now, but after entering the 6 digit code on the camera onto the app, it can't find it, even though it's right beside the router

[DavidM16]

I have tried 'add device'. Same issue. Glad to get feedback. Green light is on which indicates it has power and is connected to my network.  Keep getting the same error message at the end of the install process. I have tried pressing the hard reset button and was able to see. the white light but once I magnetically mount the camera to the spotlight array it turns back to constant green. I have some memory of when initally installing the camera/spotlight about 5 months ago there was a stage where there was a blue light. Haven't come across that while tring to re-install.

[cammackay]

Same here, constant white light on the device while powered, it makes the chime noise but doesn't go blue 

[Lance_L]

Hi cammackay,

Thanks for posting — let's get this sorted out.

A few questions: what type of Nest cameras do you have? Do you have an iOS or Android device? Does the issue occur on multiple mobile devices or cameras? Also, are you using the Google Home or the Nest app?

Let us know and we'll be happy to help.

Best,

Lance

[DavidM16]

Hi Lance.  The camera I am having an issue with is a Google Nest cam with floodlight (wired). 

I have an identical model on another part of my property plus an additional 'Nest Cam' (without floodlight).

These additional two cameras are working as they should most of the time. 

The problematic Nest Cam with floodlight was working ok up until early last week.

I have been using the Google Home app on an IOS device and have a good wifi signal at the device location.

I removed the problem camera from my device list following connection error messages and have tried to re-install a number of times but receive another error message after working through the 'add device' process.

I have also tried pressing the reset button on the camera before trying to add the device.

Trust this is helpful.

[Lance_L]

Hello DavidM16,

Thanks for getting back to us and for sharing what you’ve done to have your concern resolved.

Let’s try the troubleshooting steps below.

1. Save any video history on the device, if any. Follow this guide.
2. Unmount the device, then connect it to the USB cable and power adapter, if applicable.
3. Locate the reset pinhole on the device.
4. Insert and hold the pin (you can use an unfolded paper clip or a thumbtack).
   1. At 10 seconds, the status light will blink yellow four times, and you’ll hear a countdown tone.
   2. At 12 seconds, the status light will be steady, solid yellow while the device starts the factory reset, and you’ll hear a confirmation tone.
5. Release the button. Your device will restore to its factory settings.
6. After the factory reset, your device will appear as "Offline" in the app until you remove it. Also, the status light should be pulsing blue.
7. To remove it from the app, open the Google Home app, select the device, and then tap Settings > Remove device > Confirm.
8. Make sure the phone is on the same Wi-Fi network as the selected network for the Nest device.
9. Bluetooth should be enabled, but it should not be connected to any Bluetooth devices.
10. Cellular data should be turned off.
11. On the iOS device's home screen, tap Settings > Privacy > Local Network >  turn on Local Network Access for the Google Home app.
12. Start adding the device back to the Google Home app and follow the instructions to update the Wi-Fi connection.

@cammackay, do you still need assistance? Let me know, and I’d be happy to help.

Regards,

Lance

[EmersonB]

Hi everyone,

I'm dropping by to ensure that everything is covered here. How's it going with your Nest Camera? Were you able to read the information shared above? Also, were you able to perform the steps we're suggesting? We'd be glad to hear from you.

Thanks for answering, Lance.

Best, 
Emerson

[DavidM16]

Hi Emerson, unfortunately, despite following the steps outlined by Lance, I was unable to get the app to successfully reinstall the nest cam with spotlight.  I was unable to complete step7 as I had already removed the device previously. I then went on to step 8. The final screen was the same as before 'Something went wrong' try connecting again.........

[Lance_L]

Hi DavidM16,

I’m sorry for the delay. Since the steps didn't work on your end, I'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once you're done.

@cammackay, we haven’t heard back from you. Let me know if you still need any help.

I appreciate your help, Emerson.

Best regards,

Lance

[Lance_L]

Hi everyone,

@DavidM16, we haven't received your form. Have you had a chance to fill it out? Just in case, here's the link.

@cammackay, buzzing in — do you still need our help? Don't hesitate to reach back if you do.

Cheers,

Lance

[Lance_L]

Hi folks,

@DavidM16, I'm just checking in to see if you still need our help. If you haven’t filled out the form yet, here's the link.

@cammackay, I wanted to follow up and see if you are still in need of any help. Have you had the chance to try the suggestion above? If yes, how is it?

Best,

Lance

[DavidM16]

Hi Lance, I tried to reinstall again this evening and have now been successful. Delay in response due to being on vacation. Thank you for all your help. David

[Lance_L]

Hello David,

I’m glad to hear that your issue was fixed, and thanks for sharing your resolution with the Community.

@cammackay, I just wanted to check in quickly to see if you have read our reply and if you still need assistance with this matter. Please don’t hesitate to contact us if you need further assistance. We are always happy to help.

Cheers,

Lance

[Lance_L]

Hey everyone,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Best,

Lance

[Tina6]

When I try to add my camera it says it already exist but when I go to my app it isn’t there to delete

[EmersonB]

Hello Tina6,

Thanks for reaching out here in the Community. To know more about this issue, I’d like to confirm, do you have multiple home structures? Are you signed in to your same email address? Do you have other home members having the same issue? Try signing out and make sure you are signed to the email address linked to your Nest Camera. Also, try checking your other home structures to check if you'll see your Nest Camera there. Looking forward to your response.

Regards,

Emerson

[EmersonB]

Hi Tina6,

I'm dropping by to ensure that everything is covered here. How's it going with your Nest Camera? We would appreciate it if you could share the information I’m asking above. Also, were you able to perform the steps I’m suggesting? We'd be glad to hear from you.

Best,
Emerson

[EmersonB]

Hey Tina6,

Just one final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, we would be happy to keep it open. If there's more we can do, just let us know.

Thanks,

Emerson