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Google cam won't work when mounted

Oliver17
Community Member

My new Google nest cam works until placed on the outdoor mount. Once mounted, it won't connect and won't allow live video. Then, I'll take it down, holding it in my hand while standing under the mount on my home, and it works perfectly. Please advise. 

3 REPLIES 3

MplsCustomer
Bronze
Bronze

@Oliver17 

That sounds like a defect in the camera, in the mechanism that detects whether the camera is mounted. You could try contacting Support (https://support.google.com/googlenest/gethelp) for a replacement.

You could also try going into Settings for the camera and select Device information | Camera mount and change the type of mount to a non-Google mount and see if that lets your camera operate when mounted.

https://support.google.com/googlenest/gethelp

aatienza
Community Specialist
Community Specialist

Hey Oliver17,

 

I'm dropping by to ensure that everything is covered here. Were you able to reach out to our support team? If not, what's the status light of your Nest camera? Are you getting any error messages? Also, how far is it from the router?

 

I appreciate the help, MplsCustomer.

 

Thanks,

Archie

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in to see how the conversation is going, as there's been a lapse in activity on this thread.

Best regards,
Brad