Doorbell camera fails to set up in app

[SGriff]

I had an electrician professionally install my doorbell camera. The doorbell works fine with the chime in the house. However, I cannot get it to work with the app. I have two Nest thermostats which work fine. I tried a factory reset without success. I'm getting the error code NC018.

[aatienza]

Hey SGriff,

During setup, your Nest camera or doorbell will try to get Wi-Fi information from the other Nest product in your home. Your doorbell will know there’s another Nest product in your home because it will find the product in the Home app or Nest app. Try these steps and let us know once you're done.

 

1. Restart your camera or doorbell

• Use the instructions in this article to restart your camera. Then return to these steps and go to step 2.

2. Connect to the same Wi-Fi network

1. Connect your phone to the same Wi-Fi network as your existing Nest product(s).
2. Try to set up your camera or doorbell again while your phone is on the same network.

• After completing camera or doorbell setup, you can connect your phone to a different Wi-Fi network if you like.

        3. If you’re still getting the same error after trying the steps above, restart your camera or doorbell again and continue troubleshooting below.

3. Move your products closer together

During setup, your new camera or doorbell will try to connect to one of the following existing Nest products in your home:

• A Google Nest camera or doorbell
• Google Nest Protect smoke and CO alarm
• Google Nest Guard (the main part of the Google Nest Secure alarm system)

Note: Google Nest thermostats, Google Nest Detects, Google Nest Tags, and other Nest camera models don’t participate in setup as described above.

Here’s how to help them connect:

       1. Temporarily bring your camera or doorbell and your other Nest product within about 30 feet (10 m) of each other.

• For a Nest camera, try to bring your camera closer to your other Nest product. You might need to plug your camera into an outlet that’s closer to the other product.
• For a Nest Doorbell wired, try to bring your other Nest product closer to your doorbell.

       2. When your products are closer together, go through setup again.

       3. If that doesn’t work, restart your camera or doorbell. Then bring your camera or doorbell and your other Nest product within a few feet (1 m) of each other and go through setup again.

       4. Once you’ve added your camera or doorbell to the app and have completed setup, you can install your products farther away from each other. They only need to be close together during setup.

Thanks,

Archie

[SteveT1]

Hi folks,

I appreciate the help @archie. Just checking in to see if the steps shared helped. If you have other questions and concerns, feel free to let me know.

Best,
Steve

[SteveT1]

Hi there,

We haven't heard any updates from you. Please let us know if you still need help as we will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Regards,
Steve