Door bell camera not working with new wifi router

[awalla27]

Hi,

I have recently been sent a new wifi router by my internet service provider.  I succesfully moved all my Nest cameras & Google Nest minis over to the new wifi network - 3 cameras and 2 Google Nest minis in total.

However when attempting to move my Google Nest doorbell, it didn't want to play, and throws up all sorts of errors.  We tried turning the router fire wall off, removing the camera from the system, factory reset, but nothing works.

Looking at similar issues on this forum it is advised to change the name & password of the new network to match the outgoing, and to remove and reset the camera whilst connected to the old netwrok.  Unfortunately i read that after we had problems.

Is there any advice anyone can offer?  currently i have a very expensive doorbell camera that doesn't work 😞

[MplsCustomer]

@awalla27 

Sometimes people have trouble getting their camera or doorbell to actually perform the factory reset. On the newer cameras and doorbells, it takes at least 12 seconds. See the "factory reset" instructions, not the "restart" instructions:

https://support.google.com/googlenest/answer/9252162

[awalla27]

@MplsCustomerthanks for the response -  i actually got my devices mixed up, i don't have a second generation doorbell, i have the first.  In the instructions to perform the factory reset it asks me:

1. Hold down two buttons on your doorbell for about 10 seconds:
   • Hold down the reset pin on the back (insert the release tool or paperclip into the hole near the top).
   • At the same time, hold down the big doorbell button on the front.
2. Your doorbell will chime and its light ring will start spinning blue, then flash yellow, and then all the lights will turn off. Release the two buttons.
3. The factory reset is complete when your camera chimes and the light ring starts slowly pulsing blue.
4. After the factory reset, your doorbell will appear as 'Offline' in the app until you remove it.

I have no idea what the 2 buttons are it is refering to?  i don't have two buttons on my doorbell.

[MplsCustomer]

@awalla27 

They are talking about pressing the reset pin and the big doorbell button at the same time.

[awalla27]

@MplsCustomer OK, i did that, it looks like it's factory reset, i try adding the camera to my system, but i get an NC09 error code

[MplsCustomer]

@awalla27 

Maybe there is some setting on your new Wi-Fi router that isn't playing well with your Nest Hello doorbell:

https://support.google.com/googlenest/answer/9240048?hl=en&sjid=10993024568455432393-NA#internet_sec...

You could try contacting Support:

https://support.google.com/googlenest/gethelp

There also seem to be a number of recent posts where customers are unable to reinstall a camera or doorbell. It almost seems like something gets corrupted in the customer's Google Nest "home/structure" and Google Nest cannot or will not fix it.

A couple of customers reported success by removing ALL of their Google Nest devices, doing factory resets, and reinstalling all of them.

[awalla27]

@MplsCustomer been on the phone to customer support, and think we've found 2 issues...

1. The camera doesn't like being in the original home structure.  there is a bug in the home that will not allow it to be added with all my other devices.

2. the router has 2.4 and 5g networks, and there is no way of selecting one or the other.

setting up a new home, and forcing the router into 2.4g, we got the camera to work.

so until google figure out the home structure bug, we will have two home structures, not ideal, but manageable temporarily. 

[MplsCustomer]

@awalla27 

It's too bad Google Nest can't fix the problem with customers' corrupted "homes/structures".

I don't know why some customers have a problem with the 2.4 GHz and 5 GHz frequencies. We have one SSID for both on our router and have not had issues. So that's also probably a Google Nest bug.

[EmersonB]

Hello everyone,

@awalla27, thanks for reaching out here in the Community and for consistently updating us hear with the steps you've done and your results. NC009 error code means your internet firewall may be preventing the Nest app from adding your Nest Camera or Nest Doorbell to your network. Or, there may be some other issue with your network. Try bringing your Nest Doorbell near to your first Nest device you added to your home structure. Make sure that your other Nest device is awake while they are communicating from each other. Looking forward to your response.

I appreciate the help, MplsCustomer.

Best,
Emerson

[EmersonB]

Hello everyone,

@awalla27, we wanted to follow up and see if you are still in need of any help. Please let us know if you are still having any concerns or questions from here, as we would be happy to take a closer look and assist you further.

Regards,
Emerson

[EmersonB]

Hey awalla27,

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, we would be happy to keep it open. If there's more we can do, just let us know.
 
Thanks,
Emerson