Floodlight won't turn on and camera battery is low but connected?

[pieteckhart]

Hi,

A few days ago my nest with floodlight started giving notifications about the power supply that may be wet or dirty (but I can't remember the exact notification). We were still on vacation so I could not check the wirering and when we got home everything seemed to work fine so I forgot about it. But as of now:

- The floodlight won't turn on (Google Home app gives an unexpected error but does list the light as turned off)

- The battery of the camera seems "stuck" on a 11% charge. But it should always be 100% because it's never disconnected and the power switch is always on.

I've tried disconnecting the camera from the floodlight and that resulted in a removal of the floodlight from the Google Home app (as expected).

Screenshot of the battery page:

It's in Dutch, "Aangesloten" means "Connected" but I don't know if there also is something like "Charging".

I've also received these notifications:

The first two translate to: Battery is empty. Charing now. And the other one: Battery is empty charging soon.

Does anyone know what may be happening?
I've checked the wirering and there does flow a current to the devices. So why doesn't the floodlight at least turn on when I connect the power (we don't use a switch and have it hardwired). And what could be the reason it's not charging anymore. I would assume both problems are connected.

I'm willing to factory reset the device but that would mean losing all video recordings (we just had a party so that would be a bummer).

Is a factory reset needed to only re add the floodlight? The camera still works fine but now on battery power.

Any help would be greatly appreciated.

PS: Ive recently purchased and conneced another floodlight unit that may help with debugging the cause.

[pieteckhart]

Update: I've turned off the camera and now it's charged again. 

When I get back home I'll try to factory reset the camera/floodlight and try to readd them. I hope the floodlight will work afterwards.

[pieteckhart]

Now that the battery is full again the floodlight also works again. It's not listed anymore in the Google Home app (because I unplugged it from the camera) but it does automatically turn on when it detects movement when it gets dark.

Can somebody explain if this behaviour is normal when a battery is running low?

[pieteckhart]

Update: it's at 0% again and has status "Aangesloten/Connected".

Anyone?

[sicsacol]

Hi @pieteckhart,

Thanks for reaching out to the community. I'm sorry to hear that your Nest Cam with Floodlight won't turn on, and the battery state is stuck at 11%, even though it's connected to a power switch that is always on and still appears connected to the power in the Google Home app. I understand how concerning this must be, especially since you've already checked the wiring to confirm a current is flowing and even tried disconnecting and reconnecting the camera, which temporarily resolved the battery issue, but now the problem persists. I appreciate the detailed information you've shared and your efforts in troubleshooting this. Don't worry, I'm here to help you get this sorted out.

Since you've already performed the most critical checks and the device continues to show a failure to charge and power your Nest Camera, the team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there. Please be sure to include the link to this thread and your community username.

Cheers,
Jonathan

[pieteckhart]

Done.

[sicsacol]

Hi @pieteckhart,

We've received your form and appreciate the details you provided. Please keep an eye on your email, as someone from my team will contact you shortly to help. If you have any questions or concerns in the future, feel free to reply to this post.

Cheers,
Jonathan