Google devices connected to Home app went offline, now can not connect them again

[AlbyAus]

Hi team, my doorbell (battery) and camera for the yard both went offline last week. We have tried to reconnect them, no success. I have now tried to remove them from my device and then re connect them. Unfortunately, now my Home app will not recognize the doorbell or camera during setup. I feel as though it may be a wifi issue, but everything else is working fine. Any help/suggestions would be greatly appreciated.

Thank you

[Schnoz]

I'm having the same issue, however it's all of my nest battery camera (including the doorbell). All of the older wired nest cameras still work fine. I can't view any live video but still get notifications of events they see. I factory reset one of the cameras and although the app can see it, it gets stuck at 0% downloading updates, so it won't finish the setup. The wifi shows them connected but I even factory reset the router just to ensure that wasn't the issue. It's very frustrating as these have been offline for 4 days now. 

[MplsCustomer]

@AlbyAus 

It's hard to tell what's happening in your situation without more specifics. (Was there any change to your Wi-Fi that proceeded BOTH cameras going offline? What do you mean by the Google Home app "will not recognize the doorbell or camera during setup? Did you do a factory reset after removing the devices from the Google Home app?)

You could try contacting Support, starting with this link:

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

[AlbyAus]

Thanks for your input. The wifi switches over to 5G I Believe as everything in the house is now running off the 5G wifi which it previously wasn't. 

In regards to the Google Home app, when I go through the setup of adding the devices back to the app, they no longer get recognized. As in, it searches, then goes to 'device not found'. I've made sure everything is charged. The app simply won't recognize the devices.

For the factory reset, is that a complete factory reset of my phone (which is what I set up all the devices on)?

Thanks again, I'll start with the support link for now.

[MplsCustomer]

@AlbyAus 

Support should be able to help you.

The factory reset I referred to is NOT on your phone, but rather on your Google Nest devices. The Wi-Fi credentials (network name and password) are stored on each device, and Google Nest does not have a way of updating those credentials except to do a factory reset. When you do a factory reset, you lose any video history you may have, and you have to reinstall each device in the Google Home app or Google Nest app.

I'm not sure what you mean by "the wifi switches over to 5G". If you switched over to a 5G internet provider, then you may also have switched over to new network name (SSID) and password, which would cause your Google Nest devices to disconnect.

These are Google Nest's instructions for factory resets on various devices. Note that the "Factory Reset" instructions are after the "Restart" instructions.

https://support.google.com/googlenest/answer/9252162

[AlbyAus]

The factory reset of the devices worked perfectly. Allowed me to reconnect to WiFi and reconnect each device.

Thank you greatly for your input. Brilliant. 

[MattKmngs]

I've factory reset both my doorbell and camera about three dozen times each, nothing seems to work.

[MplsCustomer]

@MattKmngs 

Which camera and doorbell do you have? What was happening that prompted you to do repeated factory resets? Were they factory resets and not restarts, as described in the earlier link?

[MattKmngs]

The newest battery doorbell and camera. I had the same issue when I first bought them months ago. A week ago they stopped connecting to the app (a day between them) and after removing them from the app I can't get them to show up - except for a moment after deleting the Home app data, but only when I was on the public preview. The "would you like to add this" window would show, then the app would search for devices and only pickup my neighbor's mesh network. I've reboot, factory reset, uninstalled and reinstalled everything related to these two for hours. I think I'm just going to return them, this is ridiculous.

[MplsCustomer]

@MattKmngs 

I'm not on the Public Preview version, so I don't know how it behaves. Did you do a full factory reset, pressing the reset button for at least 12 seconds (https://support.google.com/googlenest/answer/9252162).

I don't know why you'd have repeated problems. Do you have any Wi-Fi issues? In 4 years of Google Nest products, we've factory reset a couple of Nest Hubs, and once with a Google Nest Hello Doorbell years ago, before we got a warranty replacement.

[EmersonB]

Hello everyone,

@Schnoz, try reinstalling your Google Home app and restart your mobile phone. Also, could you share the steps you've done to factory reset your Nest Camera? Looking forward to your response.
 

@MattKmngs, we understand your concern and this is not the experience we want you to have. To confirm, were you able to follow the steps from the link that MplsCustomer has shared? Don't hesitate to give us your update here.

@AlbyAus, we're glad to know that your issue has been resolved.

I appreciate the help, MplsCustomer.

Best,

Emerson

[EmersonB]

Hi everybody,

I'm dropping by to ensure that everything is covered here. How's it going with your Nest Camera? We would appreciate it if you could share the information I’m asking above. We'd be glad to hear from you.
 
Regards,
Emerson

[EmersonB]

Hey folks,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, we would be happy to keep it open. If there's more we can do, just let us know.
 
Thanks,
Emerson

[Schnoz]

I was able to fix it and posted in this thread with the fix that others were also able to recreate. There is definitely an issue with the server or the hardware, not sure which. I've had to follow my steps a few times now as they continue to work for days/weeks then go offline again.

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Battery-Cameras-all-Offline/td-p/3...

[EmersonB]

Hello Schnoz,

Thanks for getting back to us and we appreciate you sharing here the steps you've done to resolve the issue. We’ll consider this one complete so let us know if you have other questions or concerns as I will be locking this after 24 hours. Feel free to start a new thread and we'll be happy to help.

Regards,

Emerson