Google Home app does not recognize Nest cam 2nd gen

[dvicente86]

Hi there,

I have a nest cam 2nd gen for 2 years by now and always worked fine. Thing is that we recently changed home address and internet provider and now home app does not recognize cam anymore and not idea how to reset from factory, as cannot find it in home app. Also tried to unplug +10s and no blue light on installation process. 

Can you help? Tks

[MplsCustomer]

@dvicente86 

Below is a link to factory reset instructions for speakers and displays; hopefully you can reinstall your device after doing a factory reset.

When changing Wi-Fi networks, you should really remove your devices from the Google Home app while you are still on the old Wi-Fi network, then do a factory reset, and then reinstall.

https://support.google.com/googlenest/answer/7073477

[MelbournePark]

I have a brand new v2 battery Nest doorbell. The home app hangs after reading the barcode for the doorbell, after the app shows the doorbell, and then, with three grey and then three white circles alternating, the app never gets to the next stage of installation. I have restarted the router and new Google Nest mesh system several times, rebooted phones, check wifi names, returned and got another battery doorbell, done a factory reset on the 2nd new doorbell, but the same error continues. The installation app does not work. I am using a iphone phone max 11 though, with the latest home app and iphone IOS version, and the phone is using the nest mesh wifi network. I never get to a password input stage for the doorbell. Also when I ask for a phone call from support, Google says ring during support hours - but I have been trying for days, and always, Google says ring during support hours, and I have been doing so. 

[Lance_L]

Hello everyone,

Thanks for reaching out to the Community. I’m sorry to hear that you’re having issues with your Nest devices. Don’t worry; I’m here to help.

In the Home app, Wi-Fi information for cameras and doorbells can't be updated, so you'll need to factory reset your device and set it up again in the app. In most cases, you'll remove your device from the app and add it back.

Here’s a handy guide to help you change the camera and doorbell Wi-Fi networks.

Follow the steps below to set up your device in the Home app.

1. Save any video history on the device, if any. Follow this guide.
2. Unmount the device, connect it to the included USB cable and power adapter (if battery powered), and then locate the reset pinhole on the back of the device.
3. Insert and hold the pin (you can use an unfolded paper clip or a thumbtack).
   1. At 10 seconds, the status light will blink yellow four times, and you’ll hear a countdown tone.
   2. At 12 seconds, the status light will be steady, solid yellow while the doorbell starts the factory reset, and you’ll hear a confirmation tone.
4. Release the button. Your device will restore to its factory settings.
5. After the factory reset, your device will appear as "offline" in the app until you remove it. Also, the status should be pulsing blue. If not, start over from step 2.
6. To remove it from the app, open the app, then tap Settings > Remove device>  Confirm. (Skip this if already done.)
7. Make sure the phone is connected to the same Wi-Fi network (or mobile hotspot, if available) as the selected network for the Nest device.
8. Bluetooth should be enabled, but it should not be connected to any Bluetooth devices. Disconnect any Bluetooth devices paired to your phone, such as earbuds, smartwatches, etc.
9. Cellular data should be turned off.
10. If you have an iOS device, tap Settings > Privacy > Local Network and turn on Local Network Access for the Google Home app.
11. Start adding the device back to the Google Home app.

Let me know how it goes.

I appreciate your help, MplsCustomer.

Best,

Lance