Google nest wireless camera can't find wifi network

[Crofty]

Hi, we just purchased the google nest wireless cameras and in setup through the google home app our Wifi network isn't being found. 

My phone being used for setup is on the wifi network, and we have tried all the standard troubleshooting ie. Moving closer, restarting modem, restarting camera, different set up device manually entering in wifi.

Our modem is a Telstra Gen2 smart modem running 2.4ghz and 5ghz. 

Please help

[gilleslibre]

Hi!  

Which generation of camera are you using, 2nd generation or first? If first generation, you need to use the Google Nest application and not the Google Home application. 

If 2nd generation, this information is on the box, whereas, there is no such information for the 1st generation. 

[Crofty]

Hi Gilleslibre, I looked at the box and it doesn't state a generation so I assume it's 1st. I downloaded the nest app and tried that and after scanning the QR code it prompted me back to the google home app where I am still having the same issue 😞

[gilleslibre]

I had a similar problem and could not get my 1st generation doorbell camera, which I recently bought, connected to the Nest application even thought it should! I throwed in the towel and returned my 1st generation doorbell camera and got instead a second generation doorbell camera. With the second generation of doorbell camera, it instantly connected to the Google Home application in the installation procedure. 

[gilleslibre]

Be aware  although, that I have come to believe that the 2nd generation of cameras are not as usefull as the first. The 2nd generation has a number of limitations compared to the first. 

[Brad]

Hey there,

Thank you for bringing up your concern with us. I would love to look into this for you. A Factory Reset can be beneficial when a typical restart doesn't quite do the trick to resolve what you're experiencing. This is helpful if it ever freezes, has connection problems, or isn't working normally. 

Before you factory reset your device, please be aware:

• Your camera’s personalized settings will revert to default settings.
• Your camera’s entire video history and snapshots will be deleted. Once your video history and snapshots are deleted, they’re gone forever. They cannot be recovered. We do not keep backups.

Please let me know if you have any follow-up questions or concerns. 

Best regards,
Brad

[Brad]

Hi there, 

Let me know if you need anything from me, but I am just seeing how the conversation is going. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[Brad]

Hi there,

I wanted to pop in and see how things are going. Please let me know if you still need help. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad