Dead indoor nest cam

[eysheikah]

Hi,

My indoor nest camera stopped working all of a sudden with no prior issue(s). I tried restarting the camera by unswitching power cable for 10 seconds and reswitching back with no positive results. I even tried changing a power cable and a different power outlet but the issue persist- dead camera.

I completed the Google form/ticket.

Much appreciated for any assistance.

[danube]

I am just curious if you did the firmware update.  Mine stopped working since then and no luck yet to get it fix with Google team.

[eysheikah]

No, I did not deployed any firm update.

Still waiting to hear back from the Google Team on the fix.

Thanks

[EdmondB]

Hello everyone, 

I’m sorry to hear you’re having trouble with this. No worries, we'll check this out. Just a few questions: What type of Nest camera are you using? What is the LED light status on the camera? Here is a link to check what type of Nest camera you are using.

I look forward to your response.

Best,
Edmond

[eysheikah]

Hi Edmond,

Using Nest Black. No light showing at all.

[EdmondB]

Hi there,

Thanks for verifying. Have you tried connecting it to a computer via USB cable and checking if there is still no LED light?

Best,
Edmond

[eysheikah]

Hi Edmond,

I connected to a computer via USB cable and still no LED light observed. Please advise further. 

Thanks,

[EdmondB]

Hey there,

Thanks for trying — we'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

Best,
Edmond

[eysheikah]

Thank you, Edmond. Just completed the form. Let me know of the next step.

[EdmondB]

Hello there, 

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. 

Regards,
Edmond

[eysheikah]

Hi Edmond,

No one reached out via email for the next steps. Please advise.

[EdmondB]

Hey there,

Oh no! I will reach out to our support team to get an update on your case. I’ll keep this thread open until I have an update on your case or if your support has already sent an email.

Thanks,
Edmond

[eysheikah]

Hi Edmond,

No one from support team reached out via email today as well. Please advise. Thank you.

[eysheikah]

Edmond, no one from support team reached out via email today as well. Kindly advise of the next steps.

[EdmondB]

Hi there,

We checked your case and someone from our Support team already assisted you with the replacement of your Nest Camera. If you need further assistance please let me know.

Regards,
Edmond

[danube]

Hi Edmond, 

I have the exact same issue.  Still waiting for someone from the Support Team (apparently escalation team) to get the Nest Camera to work since Aug 25th.  Please help.   

[eysheikah]

Hi Edmond, the remining parts of the camera received today. Plan to install the camera today or tomorrow. Thanks

[EdmondB]

Hey everyone, 

@danube, i’m sorry for the trouble this has caused you. Let me help you out. Can you please share your case ID so that we can check if there is any update on your case? 

@eysheikah, i’m glad to hear that you received some parts of the replacement. Please let me know if you need help with the installation or if you encounter any issues with the replacement device.

Best,
Edmond

[danube]

I have a couple of case ID.  Each time I connect with Support they give me a new case ID.

This is the first one July 31  6-0603000034201

                                  July 31 - 7-3647000035005

                                  August 2 8-4223000034353   Case was supposed to be escalated and someone will contact me.  Nobody did so I reached out again

                              on Aug 22   1-4559000034573

 All for the same issue.  I also completed a couple times the form.

Thanks EdmondB for your help

[danube]

Hi EdmondB, have you been able to see a status of my case?  Thanks for your help

[Jenelyn_O]

Hi there danube,

Chiming in — I'm sorry for the delay. I appreciate you taking the time to troubleshoot your Nest Camera. Giving the steps below a try might help.  

Go back to the access point.

1. Band selection - Switch to 2.4 GHz if 5 GHz doesn't provide good performance.
2. Channel selection - Switch channels manually or select Auto. Avoid 5 GHz Dynamic Frequency Selection (DFS) channels.
3. Bandwidth selection - Test and reduce channel bandwidth to 40 MHz.

Check if the device is connected to an extender or secondary access point.

1. If not, try to remove materials on top of, between, or around the access point that may interfere with the signal.
2. If yes, connect the device directly from the main access point. 

Power cycle the Nest device.

1. Unplug the device and plug it back in.

If the issue persists, perform a factory reset on your device.

Please let me know how it goes.

I appreciate the input, Edmond.

Kind regards,

Jenelyn

[danube]

Hi Jenelyn, 

I have tried all the steps you mentioned multiple times with support, I also did factory reset multiple times.  After a month, I was able to figure out and successfully connect it back and up and working.  It lasted only few hours before it went offline ago (since August 23).  I have been redoing all the steps again, no success.   Can an experienced Nest Aware specialist give me a call to resolve this.  My house is not protected since the June firmware update.  I did the latest update since.   

[ReginaS]

Hello danube,

I’m sorry to hear you’re still having trouble with this. Could you tell us the light status of your camera? Also, do you have another Nest device that is having the same issue?
 

Regards,
Regina

[danube]

Light status is blue and I do not have any other Nest device installed right now.

[danube]

I keep being shuffling around between Google Nest services and keep being asked to perform the same actions over and over again without any results.   This light status question has been answered at least a dozen times since July.  Please just make it work.