Error code C309-403

[ChuckOC]

I got this camera brand new and after unboxing I tried connecting to my account on my iPhone 13 using the NEST app and kept getting the C101 error code.  I called Google support and they told me to try connecting the camera using a windows PC.  I tried and I keep getting the C309-403 error code.  I have used 2 different Wifi routers with same results.  I've tried restarting the camera by unplugging it and leaving it off for over 1 minute but still keep getting the same C309-403 error code on the PC.  

Anyone that have had this issue have a fix for it?

Thanks

Chuck

[MplsCustomer]

@ChuckOC 

C101" and "C309" say:

"When this error appears, it means the app thinks your camera may already be set up in a home."

https://support.google.com/googlenest/answer/9240048?hl=en&sjid=7701111652892037014-NA#different_nes...

You said your camera was "brand new", but the Google Nest Outdoor Camera hasn't been sold by Google Nest since Sept. 2021, and the error message seems to be indicating that someone else had this camera set up on their account in the Google Nest app and did not remove it prior to selling it to you:

https://support.google.com/googlenest/answer/9249728

[ChuckOC]

I understand what you're saying about it not being sold since 2021.  I say brand new because the box was still completely sealed so I don't understand how it could have been connected to someones account if the camera was never taken out of the box.

[MplsCustomer]

@ChuckOC 

That's odd, then. One could speculate that the error is occurring because the firmware on the camera is probably 2 years old and there's some fluke occurring between that version and the current software on Google Nest's servers.

My only suggestion is to contact Support again and make it clear the boxed camera is probably 2 years old. Maybe--if you can talk to someone with the right expertise--there's some way to handle this.  

If you really do have the older Google Nest Outdoor Camera, it cannot be installed in the Google Home app.

[ChuckOC]

I have contacted Google Nest customer service and I'm waiting to hear back from them.  I'll keep you guys updated.

If anyone else has any insight I would really appreciate it.

Thank you

Chuck

[gilleslibre]

Have you tried connecting it to Google Home application on your cell phone?

[ChuckOC]

I have not.  I've tried connecting it in the Nest app on my cell phone but not the Google Home app.

[gilleslibre]

You should give it a try. 

[ChuckOC]

I tried but as MplsCustomer stated the older Nest cameras cannot be connected using the Google Home app.

Thank you

Chuck

[EdmondB]

Hey there,

I just wanted to follow up and check if you're able to get the Case ID from the previous support. Let me know if you have any additional questions from here.

Thanks,
Edmond

[ChuckOC]

Hi Edmond, here is the case number.

1-4285000034533

Thank you,

Chuck

[EdmondB]

Hi there,

Have you received any email from or been contacted by our Support? Please let me know so that I can escalate the case.

I look forward to your response.

Thanks,
Edmond

[ChuckOC]

Hi Edmond, I have not heard from them.  I emailed them last Tuesday and still no response.

[EmersonB]

Hi folks,

@ChuckOC, how's it going? I've checked your case and read the notes of the support team who assisted you through a phone call and advised you about your concern. I understand that they can’t process any replacement because it’s out of warranty. In case you’re interested in getting a new one, you may check it through our Google Store website.

Thanks for answering, MplsCustomer, gilleslibre and Edmond.

Best,

Emerson

[EmersonB]

Hey ChuckOC, 

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.
   
Cheers,
Emerson

[gilleslibre]

A few of months ago, I installed a new doorbell camera which was a first generation doorbell from Nest. I tried all I could to get it to connect and was never successfull with the Nest app and also with the Google Home app (which it didn't recognise). 

I threw in the towel and returned it to the seller. After this, I got a second generation doorbell camera from Google. I was immediatly successfull in getting it to connect to the Google Home app when I installed it and it has worked perfectly since then. Can you return the present camera that you have in hand and get a second generation one, and also then try it with the Google Home app.?

[EdmondB]

Hello everyone, 

@ChuckOC, i'm sorry to hear about your experience on your Nest Camera . We'd be happy to take a look into this for you. 
Could you tell us the case ID from the interaction with our support team so I can take a closer look?

@MplsCustomer, thanks for the help.

Regards,
Edmond

[ChuckOC]

Case number is 1-4285000034533

[EdmondB]

Hey everyone,

@ChuckOC, thanks for the case ID. I will reach out to our Support Team about the status of the case on your Nest Camera. Let me know if you have more questions.

Best,
Edmond