Google camera installation failure with Iphone

[inspmike]

Can't get the camera to fully install. Gets all the way to the end of the process and says "Taking longer than expected". And then never does resolve. I heard this is only on IOS? Tech support raised to be reviewed by their engineers but, have heard nothing back. 

[Brad]

Hi there,

Thank you for your feedback on this, I fully understand the frustrations of not having your new Nest cams in the Nest app like you may be used too. However, you can now use the Google Home web app to view your cameras and doorbells.

The new Nest cameras and doorbell are exclusive to the home app because we wanted to create an integrated experience with your speakers and displays. A Nest Aware subscription applies to all of your cameras, speakers, and displays in the same home structure. Thank you for your continued patience, and support. 

Best regards,

Brad

[inspmike]

No, that's the problem. My issues are not with the Nest app, they are with the Google Home app. The app will not fully install the Google Nest cameras. I've read that this is a common problem with Iphone users? Please advise.

Thank you,

[Brad]

@inspmike

Have you checked to make sure that your app is updated? Have you restarted all of your devices? How far away is your Wi-Fi router from your cameras?

Best regards,

Brad

[inspmike]

Yes, tech support walked me through all of those things. Router is within 10feet. During set up it even shows the picture as the camera works fine at that point. It gets to the point where the setup says “Getting device ready”. Then it times out and says “Response is taking too long”. 
I’ve tried the install on three different phones and one iPad. All with the same results. Again, I’ve seen this issue on a number of forums all seem to related to ios devices? 

[janthadeus]

Hey there,

I'm sorry if you're still having trouble with this. We appreciate your efforts here. No worries, we’ll sort this out — a few questions: what type of camera is in question? What's the status light of the camera? Also, what Wi-Fi frequency band do you try to connect to (2.4 GHz or 5 GHz)? 
 

Going over the steps here might help:
 

1. Make sure Bluetooth is on. Turn Bluetooth off, then back on to refresh the connection.
2. Close all the apps running in the background of your phone, reopen the Google Home app then try adding it again.
3. Bring your phone closer to the camera within 10 to 12 inches during pairing setup.
4. Restart your phone, turn it off for 60 seconds then turn it on.
5. Put your mobile device on airplane mode, then turn on Bluetooth and WiFi.
6. Restart your modem or router, unplug it from the power outlet, wait for 1 to 2 minutes. Then, plug it back in.
7. Try a different mobile device.
8. If all else fails, factory reset your camera. Please read the instructions carefully on how to factory reset your camera. When the light pulses blue, it means your camera is ready to be connected to your Google Home app.

Let me know how it goes.

I appreciate the help, Brad.

Thanks,

JT

[inspmike]

Thank you for your reply. I did all the things you suggested. The Camera is the plug in Google nest camera. The WiFi is running on 2.4 GHz. The Status light is green.

I know the signal is getting to the camera because on of the steps of the installation, it says, "You should see the video feed", and I do so I know its connection to the wifi ok. 

I've uninstalled and reinstalled the app numerous times on three different ios devices all with the same results. I see from this forum that many others are having the same issue and all seem to be on an ios device. Please advise. 

Thank you

[janthadeus]

Hi there,

Thanks for your patience. I truly appreciate your efforts following the suggested troubleshooting steps. 

You can also give these steps a try:

1. Ensure that IPv6 is enabled on the access point. Test it here: Google's IPv6 test.
2. Make sure your phone is on the same WiFi network as the selected network for the camera.
3. It should not be connected to any Bluetooth devices. 
4. Cellular data should be turned off.
5. On iOS devices with iOS 14 or later, ensure that Local Network Access is enabled for the Google Home app.
   • On your iOS device's home screen, tap Settings.
   • Tap Privacy > Local Network.
   • On the list of apps, turn on Local Network Access for the Google Home app.

Let me know if that helps.
 

Best,

JT

[janthadeus]

Hey there,

Just checking in to make sure that you saw my response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,

JT

[janthadeus]

Hello inspmike,

It's me again. I want to make sure you're all good — did those steps work?

Best regards,

JT