Help! Cameras Still Not Working and Support called 1x went to voice mail and nothing since

[OMG77]

Very disappointed:  On Feb. 27 I opened up a new support ticket as I can't setup the outside wired cameras with floodlight I moved from my previous residence to my new one.  They have power but won't connect to the network.  It always fails.   After reading through many of these posts,  I got a new router, and brought the extender near the cameras to have them closer.  That didn't work.  I  setup an IoT with my Internet company.  that didn't work.  I Restarted and then Reset and that didn't work.  I have the latest versions of iPhone and iPad and followed the instructions on the settings needed to setup.  Still not working.    At the same time as trying to set i[ these 2 existing cameras, I was able to setup 2 new outside camera with floodlight, a new google doorbell, and a new google thermostat.  All powered up in seconds on the 1st try.  My existing cameras have been more difficult and I am ready to get rid of them. 

 A few minutes after starting the support ticket, I got a phone call but it went straight to voicemail.  I haven't received any other messages phone, text, email since and as my original ticket is still in progress, I can't open another one. 

Camera ⋅ Can't add or remove a device

Case ID 0-2625000035383

In Progress

Last updated 1 wk. ago

Help, How do I get these cameras to connect???  

[MplsCustomer]

@OMG77 

Before trying to reinstall, did you perform a manual "factory reset" on your floodlight cameras, as described in this Help topic (using the "factory reset" instructions to press the reset button for at least 12 seconds, not the "Restart" instructions)?

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

[OMG77]

Thanks for your suggestion.  I didn't do it before the reinstall.  I did it after.  Does it matter?

[MplsCustomer]

@OMG77 

I'm confused. You did a factory reset AFTER reinstalling? But I thought you couldn't reinstall your cameras.

If you're changing Wi-Fi networks, you either have to remove the cameras from the Google Home app while the cameras are still online on your old Wi-Fi network (which is supposed to trigger a factory reset), or you have to manually factory reset them before reinstalling them.

[OMG77]

My cameras/floodlight are powered on with the electricity of my home.  There is a green light at the top of each camera.  Both are functioning as a motion detector floodlights,  but neither cameras are able to be installed in the Google Home App and setup on the home Wi-Fi network.  We did a restart as well as a factory reset.  Still both won't connect to the wifi through the Google Home app.  

[Cary1111]

I would make sure the Wifi network connected to your Mobile Device is the same as the one you're selecting on your Google Home App. Sometimes we have two SSID or a hidden one. Try this.

If you can’t find your Wi-Fi network, or if your camera has trouble connecting to the Wi-Fi, here are a few things you can do to try and fix the issue:

1. Wait a few minutes, then try to connect your camera again.
2. Move your camera closer to your Wi-Fi router to improve the signal.
3. Reduce wireless interference.
4. Try to restart your router.
5. If you have a hidden Wi-Fi network, you need to type in the network name (SSID) manually.

For more tips, go to our Troubleshoot adding Nest camera to the app article.

[MplsCustomer · Accepted solution]

@OMG77 

If you're getting a green status light instead of a pulsing blue light (indicating it is ready to be set up), it could mean that your cameras were not actually "factory reset" and still have your old Wi-Fi settings.  It's happened to other customers in this forum.  It can sometimes be challenging to successfully depress the reset pin for at least 12 seconds until you get a solid yellow light followed by a confirmation tone indicating that the factory reset has occurred.  (See the link I provided earlier for the "factory reset" instructions.)

[Cary1111]

Try calling the Google Home phone support line at 1-855-971-9121.

Let me know how it goes.

[OMG77]

Hi Cary1111,  That number is no longer in service.  Thanks for trying.

[Cary1111]

No way! I'm so sorry for the missed information. Are you still facing this issue?

[Cary1111]

Try reading this article and let me know if you got new information or at least helpful for your issue.

 Set up and connect Nest camera - Google Nest Help

[OMG77]

Thanks Cary1111 and MPLS Customer.  I will try both of your suggestions and let you know how it goes.  Resetting the cameras again will be challenging as it has been raining a lot and we need to get on a 20 foot ladder to reach them.  I'll keep you posted.  

[Cary1111]

Please be safe. By any chance are you a ADT customer?

[OMG77]

Good News.  We did the Factory Reset as described.  Waited the 12 seconds holding down the button with a kebab skewer and it worked like a charm.  Thank you for being so helpful.  It is greatly appreciated.  

[Cary1111]

I'm so happy to hear. Have an amazing week!

[Lance_L]

Hey everyone,

@OMG77, thanks for posting and sharing your experience with the Community. We’re delighted that this has been resolved despite the initial challenges. If you have any further questions or need assistance, don't hesitate to reach out to us at the Nest Help Center.

I appreciate your responses, MplsCustomer and Cary1111.

All the best,

Lance

[Cary1111]

I'm excited to help others. 

[Lance_L]

Hey Cary1111,

We love that you're excited to help our Community members. If you have any further questions or need assistance, don't hesitate to reach out to us at the Nest Help Center.

Best regards,

Lance