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Hello Nest, Gen 1 cannot reconnect to Nest App

JL5404
Community Member

I have a Gen 1, Hello Nest which began intermittently losing video and inconsistently would ring both the button sound outside and the indoor chime.  I have a second Hello Nest at the side door and it is hooked up to a separate OhmKat door bell system.  The 2nd Hello Nest is also linked to a separate 2nd wireless router in my home.  The Gen 1, Hello Nest is linked to my Comcast Gateway Router.  After troubleshooting the Gen 1, Hello Nest I ultimately did a factory reset and removed it from my home.  As I have attempted to reinstall (add) this back to my Home it always attempts to reach out and connect with with my side door Hello Nest which is associated with my separate 2nd wireless router and I continue to get either NC23 or NC30 error messages.  I tried moving one of my indoor nest cameras within 5 feet of the Gen1 Hello Nest as I know they are getting WiFi from my Comcast Gateway Router thinking that it may reach out to it for assisting in setup but it always goes back searching for my side door Hello Nest.  Any suggestions for next steps are appreciated.  Thank you.

6 REPLIES 6

MplsCustomer
Bronze
Bronze

@JL5404 

Having 2 Wi-Fi networks in your home is a challenge.

When you've attempted to reinstall, is your phone connected to the Comcast Wi-Fi network only?  

Have you tried temporarily unplugging the OhkKat adapter for your 2nd Nest Hello, so that your 1st Nest Hello does not try to connect to it during the install (to obtain the Wi-Fi credentials)?

JL5404
Community Member

yes, I have my iPhone connected to the Comcast wifi network.  I unplugged the OhmKat adapter and made sure the side door camera it is connected to showed the doorbell camera offline and then tried adding the front doorbell again and continue to get a NC30 error message as it still attempts to search for the side doorbell.  I don't recall when I installed these it being this difficult but don"t recall the steps I took.  I guess the next step will be to either remove the side door camera and then retry setting up the from t door or go buy a newer generation doorbell for the front door.

 

@JL5404 

Do you have two different Google Nest "homes/structures" for your two different Wi-Fi networks? If not, I think you are going to have issues. Years ago, with Nest I believe it was possible to have more than one Wi-Fi network in the same "home/structure". (Someone told me years ago they were going to try to add a doorbell at another family member's home to their Google Nest "home/structure".)  But there was nothing in Nest's documentation saying this was allowed, and Google Nest no longer allows that. Instead, Google Nest now assumes that all of the Google Nest devices in a Google Nest "home/structure" are on the same Wi-Fi network. So if you have two different Wi-Fi networks in the same Google Nest "home/structure", the install process is going to have problems in trying to retrieve Wi-Fi credentials from one of your existing Google Nest devices.

There was another customer who posted recently who had multiple Wi-Fi networks, and while things worked because they had installed years ago, they were unable to install a new device in their Google Nest "home/structure" with multiple Wi-Fi networks.

JL5404
Community Member

Thanks. 

 

alejandom
Community Specialist
Community Specialist

Hi @JL5404

 

 

I hope you are well and on the other hand I would like to know if the information that @MplsCustomer sent you was helpful to you? if not please don't hesitate to let us know! 

 

Regards, 

Mario.

JL5404
Community Member

I ended up purchasing a new Gen2 nest doorbell for my front door.  I had to connect it through the Google Home app as the Nest app would not allow it.  I left my Gen1 nest doorbell for my side door disconnected while installing the new nest doorbell so it would not search for it during setup. Once the new Gen2 nest doorbell was connected to the Google Home app I connected the Gen1 nest doorbell back app using the Nest app and both doorbells work fine.  Of course I can no longer view the new Gen2 nest doorbell via the nest app and have had to adapt to using the Google home app to view all devices in my home.  I keep both apps active and have found that the nest app is faster to notifying you of any motion, sound, person notifications, etc.  I had to change all my devices to favorites in the Google app as I was used to scrolling through all devices in the nest app, other than that the Google app appears to be functionally the same. I will say that of the 6 devices I have 3 of them are connected to one Wi-Fi network in my home and 3 are connected to a 2nd Wi-Fi network in my home.  Currently everything is working fine.