Google Nest Cam Outdoor or Indoor - battery

[Austin5]

I’ve seen similar posts but the answers have not solved my problem. I’m attempting to set up the cam, but when it gets to the stage where it says wait for white blinking light to turn blue, the camera never shows a blue light. Trying to continue in the app set up fails. I’ve tried to factory reset the camera, but that doesn’t work either. The cam is on and I have a green light. What do I do to get through the setup instructions?

[MplsCustomer]

@Austin5 

Is this a brand-new camera that's showing a green status light? That's peculiar.

When you did tried the factory reset, did you hold the reset button down for at least 12 seconds as indicated in this Help topic?

https://support.google.com/googlenest/answer/9252162

To contact Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Select your device from the dropdown, click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[gmelanymelissa]

Hi Austin5,

Thanks for posting here in the community. I understand that you're experiencing an issue with your Nest Cam (outdoor or indoor, battery). It sounds like the status light is stuck on green during the initial setup, which then fails. I appreciate all the efforts you've made to resolve the issue. No worries, help is here!

To better assist you with accurate information, I’d like to confirm the following:

• What steps did you take to factory reset your camera?
• Are you setting up your camera for the first time?
• Are you using the Google Home app or the Nest app?

@MplsCustomer, thanks for jumping on this thread!

Keep me posted.

Regards,

Melany

[jpworkman]

I have two brand new Nest Cam outdoor / indoor battery cameras that I am trying to setup for the first time using my Google Home app.  I have other cameras already setup on the app.  I get all the way to the final step and then it stops and says "Something went wrong" and to exit setup or try again.  Multiple times trying again does not finish.  Once I hit cancel to leave setup, the camera light is green and the camera shows up on the app (and is showing as connected to my router), but there is no image shown.  When I click on the camera, it takes me to all the settings, but does not show the video.

I have done this full set of steps from another thread yet still having same issue.  Please help!

Please try the troubleshooting steps below:

1. Locate the reset pinhole on the back of the device. It’s between the power cord and the camera neck.
2. 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.
3. Release the button. Your device will restore to its factory settings.
4. After the factory reset, your device will appear as "offline" in the app until you remove it. Also, the status light should be pulsing blue. If not, repeat step 3.
5. 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.
6. 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.
7. Cellular data should be turned off.
8. If you have an iOS device, tap Settings > Privacy > Local Network and turn on Local Network Access for the Google Home app.
9. Start adding the device back to the Google Home app.

[MplsCustomer]

@jpworkman 

The factory reset instructions you cut-and-pasted here are for the 2nd gen wired camera, NOT for the 2nd gen battery camera.  On the battery camera, the reset pin is located on the back of the camera.  If you go to the link you provided and select the battery camera instead, there's a photo showing where the reset pin ins located.

[jpworkman]

I had found the reset pin for this camera and reset it fully and followed all of those other instructions.  Still got that error.  Any help?

[MplsCustomer]

@jpworkman 

It's odd that you have partial access to your cameras in the Google Home app after the install. Have you tried deleting and reinstalling the Google Home app on your phone? You don't lose any settings; you just sign back on using the same Google Account you're using now.

If that does not work, you could try contacting Support, as noted in one of my earlier posts above.

[jpworkman]

I did delete the app and reinstalled it.  Still the same issue.

OK I will reach out to support.