Google Nest Cam with Floodlight Failing After New WiFi Router Installed

[Jedi421973]

I have recently replaced the router my internet provider installed, hoping it would deliver a better signal from the Google Nest Cameras I have throughout my home.

I have a Nest Thermostat and Doorbell, which work fine in both the Nest and Google Home Apps. I have 3 Google Nest wired indoor cameras, all available in the Google Home app after the upgrade.

I am having an issue getting the Google Nest Cam with Floodlight to connect to Google Home.

I reset the camera and followed the steps to connect. It worked for several minutes. Eventually, it said the camera was offline. I decided to reset it and try again.

After getting through the WiFi connection, I received a message stating that it was "unable to connect to Google".

[EmptyNester]

Hello,  It sounds like the problem is at Google's back end server and only they can fix it one their side.  The best way to proceed is to open a  support ticket and speak with a Google Tech.   Make sure you set aside some time (maybe an hour) as this can be a lengthy process as they go thru the steps.  Make sure you have serial number of the camera as well as  you will need it.

Here is the link: https://support.google.com/googlenest/gethelp

If they get you up and running (or not) please return here and let us know how it went.

[Jedi421973]

Thanks for the advice. All my other cameras are working fine. Maybe it is device-specific? I will give them a try and let you all know what the result is.

Thanks again.

[Jedi421973]

I am hoping to have the time tonight to contact them and will let you know what happens.

[SteveT1]

Hi folks,

I appreciate the help @EmptyNester. Checking in to see if you have further concerns about your Nest Cam with Floodlight? Feel free to update this thread, and we're happy to assist you further.

Thanks,
Steve

[Jedi421973]

I contacted Google Support Saturday. The ticket has been escalated and I am hoping to hear something today or tomorrow. We were able to get the camera connected to the Home App but there is no live feed. It does, however, tell me there was someone spotted. I plan to update this thread with the resolution.

[EmptyNester]

Hi Jedi, thanks for the update. I'm looking forward to hearing how this comes out as there are a lot of people reporting they can't get a live feed.  And I'm still thinking this is a bug in the system on the Google side but I don't know for sure.

[Jedi421973]

We got cam connected but I cannot get a feed. The wife said she saw it for a second. Gonna try moving the router closer.

Still no update from Google.

[EmptyNester]

Ummmm. what kind of router did you switch too? Make and model #?

[Jedi421973]

Nighthawk AX12 AX6000 12-Stream WiFi Router(RAX120v2)

[EmptyNester]

Hello,  Hopefully you have heard back from Google Tech support by now.   But if not I found this.  Although this is not your model number these general rules will still apply.  I caution you however as sometimes these suggestions can lead you down a rabbit hole that isn't fun and it gets confusing.  In short, Make sure your router firmware on the router is up-to-date.  And maybe consider calling Nighthawk for tech support and see if they have any information on how the setting should be for Google Nest cameras.  Maybe a port needs to be opened up manually to allow the live stream.

Here is the link I found: https://community.netgear.com/t5/Nighthawk-Routers-with-WiFi-6-AX/RAXE500-wont-allow-Nest-camera-to-...

Hope this helps.  

[Brad]

Hi there,

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread. This no live feed issue was an issue but should have been addressed in a recent update to the apps starting around the 14th of July. However, we are still seeing this issue trending in the forums, and are looking into it further. Thank you all for your patience!

Best regard,
Brad

[Jedi421973]

I got an email asking for a troubleshooting report from Google. I sent them a report yesterday and this morning. I am getting a feed on occasion but it lasts maybe 3 seconds before going out and then it does not come back unless I close the app and reopen it.

[Jedi421973]

I still have not heard back from Google since I sent them two Troubleshooting Reports 4 days ago. However, all of the cameras are functioning (so far). So far, every time I load the Flood Light Camera, I have a live feed. This is a major improvement and much appreciated.

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow up questions or comments.

Best regards,
Brad

[Jedi421973]

For the past 48 or so hours, I have had a decent feed from my Flood Light camera. I still have not heard back from Google support since I sent the reports. Ultimately I have no idea what the solution was. All I can say is if you have a problem, contact Google.

[Jedi421973]

It appears I spoke too soon. Last night the camera started doing the same thing as before. I have emailed Google support another troubleshooting report as well as emailed them. Here's to hoping. It was beautiful for a couple of days. 

[Brad]

@Jedi421973

I am sorry to hear that you are still having this issue! I would check and make sure that your device is up to date and make sure to update your Google Home App. We had an update that went through and I hope it fixes this issue for you.

Best regards,

Brad

[Jedi421973]

It would be helpful to know what version you are referring to. I have reinstalled my Home App twice since this has started.

[Brad]

@Jedi421973

Google Home App 2.56 started rolling out to users as of yesterday. If it is not yet available for you, then you'll want to wait. 

Best regards,

Brad