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Floodlight not disappearing from app

iain2
Community Member

Hi all,

I have a new Google system consisting of 3 nest cams with floodlight, a single nest cam and a nest max hub. All work fine except one of the floodlight cameras.

2 of the 3 flood cameras were installed with fused spurs, the third wasn't, all are mains wired. System was setup and worked.

A fused spur was installed. System started to lose battery and I switched spur on and off and (stupidly?) Deleted the camera from the Google home app to reinstall it. It wouldn't reinstall. 

I contacted my electrician who reinstalled the spur as there was a loose connection.

I have since tried to install the camera and it won't.

I believe the issue is with the floodlight which is still associated with Google home app and I need to delete it before I can reinstall the camera and floodlight together.

I have followed this https://support.google.com/googlenest/answer/10499841?hl=en however on step 3 the floodlight does not automatically remove. So I'm lost and want to get the camera online ASAP following a spate of thefts in the area. 

Any suggestions?

1 Recommended Answer

iain2
Community Member

Spoke directly to Google, they couldn't fix it and the device has now been replaced with the failing item returned.

View Recommended Answer in original post

9 REPLIES 9

Bill12
Community Member

What does the battery charge look like on the two non-working units? 

If they aren't "charged" they don't work. Even though they are hard wired, if the batter isn't charged, they stop working. 

Weird design shortcut seems to be the cause. 

 

Just trying

iain2
Community Member

Hi Bill12, thanks for the reply.

2 cameras originally installed with fuse spurs are working. Battery is showing as infinity charged so no issue there. 

The 3rd camera which isn't working I can't get to the battery status of as I can't install it. 

Any other suggestions?

Brad
Community Specialist
Community Specialist

Hey there,


I am terribly sorry to hear that you're having this issue with your Nest camera! I'm sure it's frustrating but I'm happy to look into this and see how we can help out. The first troubleshooting step that I'd recommend would be to Restart your device. By doing this, it should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.


Best regards,
Brad

iain2
Community Member

While I appreciate the reply Brad, a standard copy paste shows you haven't bothered reading the post. Really not what I expected from Google to be honest. I'll contact customer services tomorrow as this forum has proved to be nothing but a waste of a week!

janthadeus
Community Specialist
Community Specialist

Hi folks,

 

Thanks for your help here, Brad.

 

@iain2, I'm sorry if you feel that way. I know where you're coming from as a user myself. Great troubleshooting so far, you can also give these steps a try:

 

  1. Locate the reset button at the back of your camera.



    Tip: The reset button on the Nest Cam (battery) is located at the back of the camera head.
  2. Press and hold the button:
    • At 10 seconds, the status light will blink yellow four times, and you’ll hear a countdown tone.
    • At 12 seconds, the status light will be steady, solid yellow while the camera starts the factory reset, and you’ll hear a confirmation tone.
  3. Release the button. Your camera will restore to its factory settings.
  4. After the factory reset, your camera will appear as “Offline” in the app until you remove it.
  5. To remove it from the app, open the app, tap on the device, then tap Settings Nest settings icon Remove the device Confirm.

Let me know if that helps.

 

Thanks,

JT

I have the same issue as the OP and just tried this method but it did not work. Camera works fine, Floodlight disappeared from Home app. The floodlight itself works but I have no control over it, which is frustrating as I'd like it to not turn on every time a car drives by but can't set anything for the floodlight.

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in to see how the conversation is going, as there's been a lapse in activity on this thread.

Best regards,
Brad

iain2
Community Member

Spoke directly to Google, they couldn't fix it and the device has now been replaced with the failing item returned.

Brad
Community Specialist
Community Specialist

Hey folks,

As a resolution was found, that being a returning the device and getting a replacement, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread, and we'll be happy to help. We invite you to search the Community to see if a discussion is open and ongoing about your topic. If not, feel free to start a new thread. 

Best Regards,
Brad