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? 

[Justinringa]

Same is happening to me.  Installed my light yesterday, very frustrated.  Chatted with Google support, and they were trying to have me reset my phone and all of its settings as well as removing the light and reinstalling it via the account.  

[ImOverTech]

I’ve been in touch with Google Nest support and they are finally acknowledging that this is a widespread issue. They extended the following request — it seems advisable for everyone on this thread to submit feedback as requested below as well:

Thank you for patiently waiting.

This is an emerging issue a lot of our customers are facing. Please be assured that this issue will be resolved soon.

Please submit the feedback with the below steps 

 Submit Feedback: Open the Google Home app. 

• Tap your account icon (usually in the top right corner).

• Tap ""Feedback"". Select the device for which you're submitting feedback. 

• In the ""From:"" section, select your email address. 

• Enter the details of your feedback in the provided field.

• Ensure you check the box for ""Screenshot and System logs""

• Tap ""Send"" to submit your report. 

[rjhintz]

Thanks for this. Sent feedback with my experience (resolved issue after resetting everything one time). Included the obvious fact that because of usual out-of-reach mounting position, it's really inconvenient to reset the camera, especially multiple times.

[Wtf3]

Currently the same issue. Months after the original post. Guess I will just return it. 

[Dukekim1]

I removed the device from the Google Home app, held the reset button on the back of the camera until I heard a chime, then added the device again in the Google Home app. The floodlight sub function subsequently worked. Hope it helps some people

[Y2kcurt]

Adding to the list of impacted people. 

[Y2kcurt]

FYI…I literally did nothing, and just randomly checked the app after about 2-4 days and it started working. I also checked and the app did not get an update. No clue why it started working. 

[Bheeshmar]

Same issue here. I tried removing and re-adding to no effect. I'll try the additional "reset button" technique that Dukekim1 suggested and reply back.

In the meantime I submitted feedback from the error page in the Google Home app. Hope that gives them more data/priority.

[DaleKuiper]

I gave been in contact with over a dozen Google representatives about this and was sent a replacement but still the issue is not resolved. It is VERY frustrating getting the run a round from their team. They clearly don’t know what to do!

[Bheeshmar]

OMG, it finally works! I followed the steps that Dukekim1 suggested:

1. Remove camera device from Home app

2. Pull the camera off the magnet base (leaving it connected and powered up)  and pressed the little button in the back in with a Phillips head screwdriver for 10 seconds until the light in front turned solid yellow and it chimed (it made a noise and flashed yellow before the chime, so wait for it).

3. Re-add the Nest Cam with Floodlight.

4. Floodlight controls no longer show error page!

I hope this helps someone else.

[JAJHinckley]

Tried twice, this approach not working for me. Also chatted with nest support. Got elevated to a "senior level technical support"...hilarious. I raged quit once they told me to "please check the time and date of your phone is correct and automatically set."  - yes that was quoted verbatim from transcript. 

[Anonymous]

Was sus of all these success stories but went to AGAIN remove and reset but lo and behold the settings worked when I hail mary checked before removing from app..

[deluxx]

I just installed 2 floodlights. One works and the other has the error.  Any word on when this will  be fixed or do I just return the one that doesnt work.

[Kel4]

Hi deluxx

I don’t know what you should do. I plan to return the flawed flood light and claim the electricians invoice amount  back.  I am surprised at the incompetence and lack of customer service from Google.   

[Parky907]

Fortunately, removing the device from Google home app, hard resetting the device, and re-adding the device worked for me. Now I am able to access the floodlight settings.

[Tiitan897]

I’m having the same problem as well, please update if you figure it out

[rbkuist]

I’m also having this issue. Installed 4 new floodlights and 2 of the 4 had issues. Very frustrating!!!  I have 4 others installed from a couple months ago and non of those had issues. Major issue because you can’t configure the flood light settings. I have a couple that I want to turn on manually and they are being triggered when viewing the camera feed or motion. Not ideal at all and a very embarrassing look for Google.