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GOOGLE CAMERA WITH FLOOD LIGHT WILL NOT ADD TO MY HOME APP

georgia100
Community Member

My CAMERA with FLOOD LIGHT ( powered ) was working fine and went off line.   I cannot get it back on line. I've tried multiple times. So, I deleted the device from my home app. I've now gone through the ADD NEW DEVICE multiple times...  I've reset the power, I've tried it with the network running and with the network off. I've reset both power and network.   Nothing solves the problem.  I'm about ready to trash the whole thing. It fails at CONNECTING TO JOINING DEVICE every time. When I power it down, and power up it turns back on, the floods come on for a few seconds and then go off and the Camera light is GREEN.   I've also tried resetting the CAMERA countless times.... nothing....      

1 ACCEPTED SOLUTION

After exhausting all my options with Google support (trying dozens of work arounds, debugging, etc), and spending literally 10-12 hours trying to solve this I decided to buy another camera – and guess what, it worked, first try. Do not tell me this is not a hardware issue. 

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20 REPLIES 20

Opacityzero
Community Member

I am having the same issue. I have tried EVERYTHING. From restarting my router to removing the other devices to add this one. Nothing is working. 

 

Graham1980
Community Member

Same issue after getting a new router. Deleted from home and tried to reconnect and it wouldn't, reset the camera, no luck. I got my doorbell to reconnect but this is driving me nuts

georgia100
Community Member

If Google can't make their products work, they need to give full refunds so I can find a product that does. 

Brad
Community Specialist
Community Specialist

Hi there, 

 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I understand how frustrating your situation must be, and I would love to help however I can. Do you still need assistance?

 

Best Regards, 

Brad.

Opacityzero
Community Member

Hello. I spent 2 hours on Sunday on a Google support chat, running through every possible fix. At this point I am waiting to hear from a "senior associate", but frankly I think there is something wrong with the light or the app. And will be looking to get a replacement or refund., Unless you have more suggestions. 

Brad
Community Specialist
Community Specialist

Hey there,

 

Thank you for your patience. We do not process these requests in the Nest Community Forums. If you are seeking a replacement, please note that unless the device is under warranty, we cannot issue a replacement. 

 

Please first fill out this form so Support can collect some important information from you. Once the form is submitted, you will have your case number. 

 

Best Regards,

Brad

georgia100
Community Member

yes

 

Brad
Community Specialist
Community Specialist

@Keith28

 

The Nest Cam with Floodlight is NOT compatible with the Nest app. It is only compatible with the Google Home app. You will need to use the Google Home app moving forward to use this device. If this is not what you meant, then I apologize and would suggest that you Factory Reset the device and try again. 

 

Best regards,

Brad

Opacityzero
Community Member

What? No, I am using the Google Home app. That is not what I meant at all. I am beyond frustrated here. The device has been factory reset multiple times (so has the wifi, the router, and the apps. All possible things have been attempted, not only on my iPhone, but an ipad and a google phone. Nothing is working./ I have spent 2 hours of time on a Google chat troubleshooting to no avail. Then I am also being told that I was 3 days past my warranty when I asked for help. Basically, I will be informing the Better Business Bureau as this is a well documented user-complaint (w/ no solve from Google) since early 2021. 

Brad
Community Specialist
Community Specialist

@georgia100

 

Yeah the new 2021 cams are exclusive to the Google Home App.

 

Best regards,

Brad

georgia100
Community Member

I am also using the GOOGLE home app

georgia100
Community Member

I use Google Home App and I cannot get the unit to factory reset. period...  I've tried everything .

Brad
Community Specialist
Community Specialist

Hi there,

 

Just checking in to see if you still need assistance with this issue as there's been a lapse in activity on this thread. 

 

Best regards,

Brad

Keith28
Community Member

It’s still doesn’t work. We use the Google Home App and not the nest app. The flood light works fine but we cannot access any of the videos and shows on the app as disconnected. Pretty sure this is a known issue if so many of us are having issues. Please let me know how to fix this issue.

Brad
Community Specialist
Community Specialist

@Keith28

 

I do not have an update on this issue at this time. If you have questions, I would suggest that you contact Support.

 

Best regards,

Brad

Krutsch
Community Member

I had the same issue, trying to add the Nest Cam w/ Floodlight using the Home App on an iPhone 13 Pro. I tried multiple times... no luck.

Then, I tried again with my wife's Pixel 6 and it worked. I kid you not.

After a week or so, the FloodLight part is showing as Offline in the Home app, even though it works, responds to motion detection, and the camera part works just fine. I am reading on this forum that I need to 'Factory Reset', but this thread is making me nervous about doing that.

Why does every Google Nest product I own require: 1. install and add to Home App, 2. Factory Reset and remove from Home App, 3. Re-add/setup in Home app.

After exhausting all my options with Google support (trying dozens of work arounds, debugging, etc), and spending literally 10-12 hours trying to solve this I decided to buy another camera – and guess what, it worked, first try. Do not tell me this is not a hardware issue. 

Kitty
Community Member

I'm having same issue. Won't connect. Previously did. I removed it to recharge. Didn't put it back up. Now.its not showing on Home App. Trying to add it,  it won't connect. So frustrating. 

rslaba
Community Member

I have had the exact same issue. I had this added to a new house that I moved into and it worked for about 3 days. After the winter had passed I went back outside to re-add it and tried the fact reset and nothing. The green status light is on and The motion detection works but I cannot add it to my home network. I am very frustrated. I have tried to contact Google with little luck. I'm ready to take the one off the wall and add a completely new one. Has anyone tried to replace it with a new one?

Keith28
Community Member

I am having the same issue since last week. Tried restart and do reset but still doesn’t work. All of the other nest product works except for the flood light. Is there a fix for this?