Google Nest Cameras will not connect to Google Home App

[JoPicka]

We had Google Nest cameras and doorbell installed a year ago. We recently installed a new router and now we cannot get the cameras and doorbell to connect to the Google home app. I have deleted our home in the app, uninstalled the app, reset the cameras, reset the router, and nothing has worked. The app keeps telling me to move my camera closer to my phone, and my phone is right next to the camera. Does anyone have any other ideas? 

[MplsCustomer]

@JoPicka 

What exactly did you do, and in what order? Google Nest does not make it easy to update Wi-Fi settings on Google Nest devices, so their first recommendation is to set the network name (SSID) and password on a new router/modem to the same values used on the old router/modem.

If you can't do that, then the basic process is to remove the Google Nest devices from the Google Nest app or Google Home app while you are still on your old Wi-Fi network, then do a full factory reset on your devices (https://support.google.com/googlenest/troubleshooter/13816290), and then reinstall the devices while on your new Wi-Fi network:

https://support.google.com/googlenest/answer/9223711

Some customers report having problems if they do not perform every step in order. Some customers also report that their Google Nest "home/structure" has somehow been corrupted on Google Nest's servers and they are unable to reinstall their devices.

You could try contacting Support, using the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[JoPicka]

Hello ‐ I did use the exact same network name and password.  I've been working on this for a week now so trying to remember the exact order of what I've done is a little challenging. But after trying everything initially with my original "home", I ended up completely deleting the home in the Google home app, adding a new home, tried adding the cameras, & that did not work. I tried to factory reset one of the cameras and tried it again. That still did not work.

[MplsCustomer]

@JoPicka 

I think things become problematic if you delete your Google Nest "home/structure" without first removing each Google Nest device in the "home/structure".

Google Nest does say that keeping the same SSID and password "will usually work even if you've purchased a new Wi-Fi router as long as the manufacturer settings are the same." It worked for us a year ago when we got a new router/modem; I don't know why it didn't work for you.

It's unfortunate that things can go permanently awry if changes are not made in exactly the right sequence.

Try contacting Support.

[Lance_L]

Hello JoPicka,

Thanks for visiting the Community.

I’m sorry to hear that you’re having trouble connecting the Nest device to the new Wi-Fi network. Let’s check it out.

I understand that you have already reset the devices to factory settings. After the reset, did the status lights on the devices turn blue? Did you follow the steps below?

1. Save any video history on the device, if any.
2. Unmount the device, then locate the reset pinhole.
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 3.
6. To remove it from the app, open the app, then tap Settings > Remove device>  Confirm. (Skip this if it's already done.)
7. Make sure the phone is connected to the same Wi-Fi network 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. On 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.

Feel free to reach out if you have any questions.

Thanks for the help, MplsCustomer.

Best,

Lance