Device offline due to a battery issue

[MamaM]

I've had the camera for a little while now, noticed the other day in the app that it wasn't there.  I assumed it needed to be charged, so I plugged it in (probably for the 3rd or 4th time). Now it won't connect and it says "device offline due to a battery issue".  I looked at other responses that said to restart or reset it, I tried both, neither worked.  It cannot connect in the app when I try to add it back on, no indicator lights on the camera. What should I do?

[Brad]

Hi there,

Thank you for your patience, and sorry to hear that you're experiencing this. I know that keeping your Nest devices charged is very important, and I would love to help you out. When it comes to keeping your Nest Doorbell (battery) or Nest Cam (battery) up and running, here are some articles and troubleshooting guides for the best charging practices:

• This is a great article on general charging times for your devices.
• This helpful article tells you how to save the battery with your doorbell or camera.
• And this last article, will go over charging expectations when you may live in a cooler/colder environment which will address charging temperatures, etc.

I hope those articles help shed some light on charging and maintaining battery levels of your Nest doorbell or camera. Please let me know if you need further assistance.

Best regards,

Brad

[MamaM]

My camera is mounted indoors (just not near a power outlet which is why I’m using the battery). It is in a window, but it is a fairly warm area of the house. Not sure what to do next, can’t afford to just buy another.

[Brad]

@MamaM

Thank you for your clarification. Have you checked into Activity Zones for your camera? It may lower the activity that your camera sees, and could save you some battery. I believe that Activity Zones will help you out in this situation. You can learn more about them here. I hope you find the article helpful. Please let me know if you need further assistance. 

Best regards, 
Brad

[MamaM]

I have activity zones set, but I can't even connect or do anything with it right now, so I couldn't change that even if I wanted to.

[Brad]

@MamaM

Have you tried to leave the camera plugged in and charging for a while? That may be a good step to take, as it seems it may have a dead battery.

Best regards,

Brad

[Ebedia]

Hello everyone,

@MamaM aside from the steps you've done, don't forget to remove your Nest camera from your Google Home app then re-add it. To know more about this, I'd like to know what is the battery percentage now of your Nest Camera? What is the light status now? 
 

Give these steps a try:

To reset your Nest Camera

• Locate the reset button on the back of the camera.
• Tip: The reset button on the Nest Cam (battery) is located on the back of the camera head.
• Press and hold the button:
• At 10 seconds, the status light will flash yellow four times, and you’ll hear a countdown tone.
• At 12 seconds, the status light will be steady, solid yellow while the camera starts the factory reset, and you’ll hear a confirmation tone.
• Release the button. Your camera will restore to its factory settings.

Looking forward to your response.
 

I appreciate the help, Brad.

Regards,

Emerson

[Ebedia]

Hello MamaM,

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 us know.
   
Regards,
Emerson

[MamaM]

I did remove the camera from my app, I cannot re-add it now as it can't find it.  I tried reseting the camera, no lights at all when I press and hold the button. no tones play either. It's been plugged in plenty, so should have charge. Really hoping you have some other miracle trick! 

[janthadeus]

Hey there,

We appreciate your efforts here. We'd like to further check on this — could you fill out this form and let us know once you're done?

Thanks for the help here, Brad and Emerson.

Best,

JT

[MamaM]

I filled in the form.