Google Nest outdoor camera battery - Can't connect to wifi

[raseward14]

Unable to connect Google Nest outdoor camera battery powered, to home 5ghz t-mobile network.

I'm unable to spend any more time this weekend troubleshooting, and looking for help so I can connect three nest cameras, to a 5ghz home network (t-mobile). If unable to resolve within a week or so, going to recommend the home owner return these cameras.

1. Troubleshooting steps taken:
   1. confirmed latest version of the iOS app: v4.1.47
   2. successfully connected to alternate 5ghz networkB (Allo) with the same iOS device, and app.
   1. factory reset all three cameras - light became yellow, and audio confirmed factory reset
   2. from Google Home app, (using the same iOS device) successfully connected all three cameras to alternate 5ghz networkB
      1. ran software update on all three nest cameras during this connection
   3. after connecting, removed all three cameras from Google Home app
   4. factory reset all three cameras - yellow light, audio confirmation
   5. rebooted iOS device
   6. confirmed full charge on all thee cameras (after previous successful connection to networkB)
   7. restarted Google Home app
   8. from Google Home app, (using the same iOS device) unsuccessful connection attempt to original 5ghz networkA (t-mobile network)
      1. Couldn't connect to Wi-Fi
2. Confirmed successful iOS device connection to 5ghz networkA (t-mobile network)
3. Confirmed at least 2 other (non nest products) can successfully connect to 5ghz networkA (t-mobile network)
4. Confirmed no hidden network name of networkA
5. Confirmed networkA router does not have access point AP isolation
6. Confirmed less than 4inch distance between 5ghz networkA (t-mobile network) router, iOS device, and nest camera during failed connection attempt
7. Enabled and disabled airplane mode
8. Confirmed both wifi and bluetooth are enabled on iOS device
   
   If nothing else, how to open a support ticket?

[David_K · Accepted solution]

Hi @raseward14 

It sounds like you've already done a great job of trying lots of these steps but I'll link to them in full:

Troubleshoot setup: Google Nest camera or doorbell - Google Nest Community

If you're still not able to resolve after trying those steps, here's how to get support:

1. Go to Contact Us - Google Nest Help.
2. Select a category / product family, and type in a brief description of the issue, then click "Next".
3. Click "Other".
1. If you're signed into your Google account, select the affected device from the dropdown. If you don't see the affected device listed or you're not contacting about a specific device, select "My device is not listed".
2. If you're not signed into your Google account, you won't see the device selection dropdown.
4. Enter the serial number of your device (if applicable), then click "Next step".
1. If you're signed into your Google account and have open cases, you'll see these listed. If you're contacting about a different issue, click "Next step".
2. If you're not signed into your Google account, you won't see this step.
5. Review the available help resources, and if none resolve the issue, click "Next step".
6. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[raseward14]

@David_K thanks so much for the reply!

Manually entering the serial number of the device proved necessary for 1 of the 3 cameras since the QR code for whatever reason wasn't registering the camera.

Also adding my solution here for any other community members who run into a similar issue.

It turns out that the nest cams only connect to a 2.4ghz WPA/WPA2 network. 

The default T-Mobile network on my clients router was 5ghz. So I had to basically create another 2.4ghz WPA/WPA2 network on my clients router.

Then I was able to connect 2 of the 3 cameras using the QR code. 

The third did initially connect using the QR code to my home personal network. However, after removing it, it would not connect again to my clients 2.4ghz WPA/WPA2 network.

This is where the serial number came in handy. I eventually gave that a try, and the camera finally linked to the network.

My main takeaway, and note for the community is twofold:
1. Be sure you have a dedicated 2.4ghz WPA/WPA2 network on the router you're connecting to. Calling T-Mobile isn't a bad idea for those unsure of how to create networks.
2. If the QR code fails, use the serial number. Also write the serial number on your card, because the actual print on the physical camera itself may wear over time, especially if the install is outdoors. If the serial is written on the paper, you'll have it if you ever take the cameras down and try to install at a different location, to a different network.