Google Nest Cam gen 2 wont factory reset

[RodrigoMiragaya]

I have a 2nd generation battery Nest Cam which was working fine until I switched internet providers. I removed it from the Home App. I tried doing a factory reset, documentation,  (holding the button down for up to 60 seconds) with the camera connected to the charger. The light changes from white to yellow and finally to blue, but when I try to add it again as a new device, it can't connect and tells me to check that my smartphone and the camera are on the same Wi-Fi network (?). If it's supposed to have been factory reset, how does the camera have a Wi-Fi network set up?

I see many posts on this forum but they are about the 1st generation of the camera, or they end up swapping the camera for another one.

A camera shouldn't stop working just because one changes their home Wi-Fi.

[sicsacol]

Hi RodrigoMiragaya,

I'm sorry to hear that you are having a bad experience with your Nest Cam 2nd Gen. I also appreciate the effort you made trying to solve the problem, don't worry help's here! Can you tell me how far away the camera is from the router?

As you mentioned, Nest cameras can't change the Wi-Fi network through the app, it must be done manually by performing the factory reset. In this case, after doing the factory reset, I suggest following these steps:

• Ensure that your phone is connected to the same network as the camera.
• Verify you're using the latest version of the Home app on your phone
• Check the internet speed. Learn more about each Nest Cam’s internet bandwidth (speed) usage click here.
• Update your phone's software if necessary.

Hope this information helps.

Regards,

Jonathan

[RodrigoMiragaya]

Thank you for your prompt reply.

1. How can the device (the camera) be on the same Wi-Fi network as the phone if, theoretically, a factory reset was performed? It shouldn't have any Wi-Fi settings saved internally. In fact, the process of adding the camera is when we assign a Wi-Fi network to the camera. I assume it never actually factory resets.
2. I have the latest versions of the app and the software on my phone (Pixel 7 Pro).

[sicsacol]

Hi RodrigoMiragaya,

Thanks for the info. I'm sorry the previous steps didn't resolve the issue. Could you try setting up the camera using another phone and see if you experience the same problem?

If the issue persist, please fill out this form and provide more details about your problem.

Cheers,

Jonathan