Google Nest Cam indoor Wired 2nd gen, white pulses then shuts off

[MySoreThumbs]

Hello,

I have a recently (about a month) purchased Google Nest indoor cam giving me trouble. Initial first setup went fine without issues. This weekend I attempted to bring our camera with us on vacation and set up the camera in our hotel room. After plugging in the camera, the led pulses white 4 times and then shuts off. I was unable to get the camera to connect and eventually gave up. Now home, I'm having the same issue setting up my camera in the same position outlet that use to work fine. I'm using all of the provided cables and the device is a few feet from our router. I'm not sure what to try next since everything was working fine in this configuration a few days ago.

[nerys]

Hi MySoreThumbs,

Thanks for posting in the community!

I'm so sorry to hear that you are having difficulties reconnecting your camera to your Google Home app again. No worries; I'm here to help! Just to get started, I have a few questions for you that will help me understand what could be causing this situation.

• When you reconnect your camera in your home, what's the color of the LED light?
• Is the camera still listed as a connected device in your Google Home app?
• Have you tried connecting the camera to a different power outlet?

If you have more questions for me, feel free to reply to this post. I'll be happy to assist further. 

Best regards,

Nery.

[MySoreThumbs]

Hi Nerys,

Thanks for your response. Here is some more info on what I've been experiencing.

• White led that pulses 4 times and then goes out never to turn back on unless I unplug and plug back in
• No the device is no longer connected in Google Home as I read I would need to remove it to attempt a factory reset on this model
• Yes, I've tried connecting it in multiple rooms on different outlets with the same result. In the hotel room I also tried multiple outlets with no change in behavior.

Thanks again!

[nerys]

Hi MySoreThumbs,

Thank you for your reply and for clarifying all the information! 

Since you've already performed a factory reset, I would like to confirm a couple of details:

• Do you hear two distinct sounds during the camera's factory reset process?
• Does the LED light turn blue once the reset is complete?

Knowing this information will allow me to determine the next step to take.

If you have more questions for me, feel free to reply to this post. I'll be happy to assist further. 

Best regards,

Nery.

[MySoreThumbs]

The process I followed for factory reset was to remove the camera from Google Home, leave the camera unplugged for 10s and then plug back in. When I do this, the camera behaves the same way. It lights up white led, pulses four times and shuts off. It doesn't make any audible sounds and the led doesn't change color.

[nerys]

Hi MySoreThumbs,

Thank you for your reply and for sharing these details with me! 

It seems the factory reset instructions you followed might be for the first-generation Nest Cam. I remember you saying you bought this camera about a month ago, so this is likely a 2nd-generation camera. I share with you the article that talks about how to factory reset a Nest Cam 2nd Gen.

If you have more questions for me, feel free to reply to this post. I'll be happy to assist further. 

Best regards,

Nery.

[MySoreThumbs]

That article states to remove it through Google Home app which is what I've done. I'm confused why you've linked me to that support page. If the steps you are recommending are different from the documentation please list them so i can attempt a fix. If there are no other options, what do I need to do to get a replacement? My first nest camera lasted 10 years before Google shut it down and this new one failing to do anything after being unplugged once is pretty frustrating.

[nerys · Accepted solution]

Hi MySoreThumbs,

Thank you for your reply! 

I apologize for the lack of clarity in my last post. Here are the specific steps we need to take to perform the factory reset on the device:

1. Locate the reset hole on the bottom of the camera head. It’s between the power cord and the camera's neck.
2. Insert a paper clip, thumbtack, or something similar into the hole. Press and hold down.
   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 solid yellow. When the camera begins resetting, you’ll hear a confirmation tone.
3. Release the button. Your camera will return to its factory settings.
4. After the factory reset, your camera will appear as “offline” in the app until you remove it.

I hope this helps! If you have more questions for me, feel free to reply to this post. I'll be happy to assist further. 

Best regards,

Nery.

[MySoreThumbs]

Thank you for the clear instructions. After following your factory reset steps I was able to reconnect the camera to my Home network. I really appreciate your help with this frustrating issue.