Floodlight camera. Unable to change settings

[Kel4]

Our floodlight camera is installed and video is working.  The only option I have for the spot light is either permanently on or permanently off. I have tried to go into the settings and get the following reply.

‘internal error encountered’  with a retry box below.  I have tried over the last couple of days with the same result. Can anyone advise on how to change the settings of the floodlight? 

[palmtreehouse]

I am having the exact same problem. Hope someone can help. 

[zodi1234]

I an having the same problem.  Contacted google home support and was told that about 3 weeks ago they noticed the problem and I was told they are working on a bug fix. 

[Kel4]

Yes. Very poor service from Google. 

[kcruzgonzalez]

Hi there,

Thank you for posting in the community. I understand you're experiencing an "internal error encountered" message when trying to adjust the settings for your Nest Cam with Floodlight. I'm here to help and provide any available guidance.

Our specialized team would like to know more about your case and recommend a solution. We would appreciate it if you would fill out this form to contact us and find an answer.

Feel free to reply to this post when you complete it. We are happy to help you.

Best regards,
Kevin

[ThisAppBlows]

Kevin,

Is there any update on this? 

[Ashibbotson]

I’ve just factory reset my outdoor camera with floodlight and reconnected to my new internet provider. Camera works fine. Floodlight also works - but when I click into options so I can change the settings and what enables / disables the floodlight I get the error message Internal error encountered - please help 

[Metoo1]

I have the same problem !!! I did a reset of the camera and reset my phone and reset WiFi and still same problem…. Can’t get to the “floodlight” section of settings to change the motion sensors and anything with the floodlights etc: Always “internal error” …. HELP !!!

[zodi1234]

"INTERNAL ERROR ENCOUNTERED" Update: I just got this update from online chat support - they are still working on a patch fix for the software:

"Thank you so much for patiently waiting, as I am checking here with the senior support, there is an emerging issue for some devices getting the internal error encountered. Please rest assured that the camera floodlight is fine, the fix for the issue is being patch still by our engineering team, please do bear with us as we are trying our best to fix the issue at the moment.  As soon as we fix the problem, we will email you asap , as of now, this issue is still being fix by the engineering department"

[Kel4]

Thank you for your reply. 
I have read on a previous thread they were given this response 3 weeks ago.  Could you advise on the time limit the engineers have to repair the issue? I bought a flood light because we needed a floodlight. 

[zodi1234]

I asked for a time frame but the chat tech could not provide one.

[zodi1234]

I  was told that I would receive an email once the fix is ready

[BA14]

I am having the same problem 

Our floodlight camera is installed by an electrician and video is working.  The only option I have for the spot light is either permanently on or permanently off. I have tried to go into the settings and get the following reply.

‘internal error encountered’  with a retry box below.  Can anyone advise on how to change the settings of the floodlight? 

[Kel4]

Hi. See the feedback I received below.  Google are having use do our own customer service and not providing the service they are selling.          

INTERNAL ERROR ENCOUNTERED" Update: I just got this update from online chat support - they are still working on a patch fix for the software:

"Thank you so much for patiently waiting, as I am checking here with the senior support, there is an emerging issue for some devices getting the internal error encountered. Please rest assured that the camera floodlight is fine, the fix for the issue is being patch still by our engineering team, please do bear with us as we are trying our best to fix the issue at the moment.  As soon as we fix the problem, we will email you asap , as of now, this issue is still being fix by the engineering department"

[RussTev]

I have the same issue as well. Looking forward to a solution 

[Kel4]

The main issue for me is Google do not have any customer service to report the issue to and not enough experienced engineers to fix the problem by the looks of it 

[Kandiknu]

I have the same issue.  This needs to be fixed.  Not sure why it’s taking so long 

[zodi1234]

"INTERNAL ERROR ENCOUNTERED" update:  As mentioned previously, I was told by support that they were working on a bug fix and a couple of days ago I received the following message:

"We recently worked on an App update, please check any pending updates on the App store or the Play store, if you do not see any updates and you still have the same problem, please uninstall the app and reinstall it."

I did not see any updates (unless it did it automatically), so I removed the app and reinstalled it.  Initially that did not work so I kept removing the device (i.e. the Nest camera with floodlight) and after about 4 times of removing the device and reinstalling it the error went away and the problem is solved.  It was a pain to keep resetting the camera but as I mentioned, after 4 times of doing that the app worked.

[Kel4]

Hi zodi1234

Thank you for your response. Which app are they referring  to when they say look for an update? 

[zodi1234]

The app is "Google Home" and I did just notice that they posted an update (it showed up today on the iPhone "App Store").

[rjhintz]

I:

• removed the camera from the app,
• reset the camera (push indent on back and hold in for approx 15 seconds until sound is heard),
• re-added the camera to the app.

The floodlight subfunction then worked correctly.

[Kel4]

Thanks rjhintz. 
glad it has worked for you.  Still no joy here. 

[Jb251]

Updated app still done work 

[Jb251]

Updated app still don’t work 

[jbbbb]

The last update I have is from 5 days ago (as of June 2, 2025). "Internal error encountered" still persists on Floodlight settings.

[Kel4]

I have tried the update. Problem still remains 

[ImOverTech]

I just reached out to support and they tried to get me to do the usual boilerplate troubleshooting steps. No mention of the fact that this appears to be some sort of systemic issue. I was able to configure this same floodlight fairly recently (maybe a few months ago) so this is just added evidence that it's an app / software issue. 

[Kel4]

Yes my thoughts also. We might as well accept that the floodlight is a redundant feature to the floodlight camera. Google can’t seem to fix the issue. I am going to give Google more time to rectify the issue. If it is not resolved in fair time then claim the price difference between the floodlight camera and the normal camera. In my case about £145.00

[Jb251]

The ADT guy who installed my cameras/floodlights was having issues setting up the app randomly. Now I can not get it to work correctly.

[jbbbb]

Was working a couple months ago upon install, so it's definitely a software issue.

[ImOverTech]

I’ve now tried every combination of soft and hard resetting the camera/floodlight, removing/re-adding to the app, uninstalling reinstalling the app etc. No luck. Unfortunately during this process the floodlight settings were reset and it now automatically turns on to 100% brightness, which is bothersome to my neighbors. Quite the pickle. I’ve covered the lights for now, hopefully Google will fix this in SW/FW soon. 

[ThisAppBlows]

I am having the same issues on two newly installed floodlights. One agent told me it was a known issue in the other told me it’s an error on my side. Clearly if everybody else is having the same issue, it’s a bug on their side. Really hoping they get this fixed soon

[ThisAppBlows]

Same issue for me two newly installed floodlights

[sfm6138]

Posting to get notifications, currently having same issue. My error reads "couldn't connect" I had issue when I installed initially, google basically overnighted me a new one and same issue with this one. Annoying

[Jibcutter]

Installed camera with floodlight at house I have yet to move to with no internet service, about 6 months ago.  Today I had internet installed there.  Same issue.  Settings for camera work fine, floodlight setting returns "internal error".  Very frustrating because it seems like the floodlight turns itself on and stays on anytime I check on the app (still not living there yet).  I hope this can get resolved but it seems to be an outstanding issue for the better part of a month?

[Suburbanfox]

Just bought and installed a floodlight camera today and am getting the same error message when trying to access the floodlight settings. 

[Kel4]

 Google have the capability to map most parts of the habitable world but don’t have the expertise to remove an error from a floodlight app. 
I have tried to raise the issue with Google but I can’t speak with anyone at Google. They do not want their customers to contact them in person. 
We will be told many times to install the update and reinstall the app and give it a go. I ha e a feeling this issue is not top of their list to rectify. 

[Jibcutter]

I can tell you that resetting the floodlight camera system is not a simple or fun endeavor for me requiring a behemoth of a ladder to climb up to it.  I did factory resets twice on it with latest iOS and Google Home app.  Nada. 
Clearly something they need to fix. 

[ThisAppBlows]

Google also cannot get their story straight. One agent i chatted with said it was known issue and that they were waiting on a fix. Another flat out said it was something on my end, even after I shared the chat from the other agent AND directed them to this forum.

[nickfreshman]

I am glad I found this thread, but this is really frustrating. Just installed mine yesterday and spent an hour wondering what I was doing wrong. Hard to understand how this is not a simple fix.