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How on earth are you able to reinstall a drop cam? My Mom changed her wireless network

Jenh
Community Member

My Mom recently updated her internet and her network is now a different name. I tried to add the camera back to the new network but your instructions keep referring to a house on the home screen in the nest app and there is no such place. Ive tried installing with the mobile app. Ive tried installing from the computer by plugging it into the computer and your article says it will miraculously start installing on it own should it not click on the house...icon which is non existent. Ive not been able to get this work so I removed the camera thinking that might help. NOPE! Can you please assist? This is seriously frustrating!!!!!!!!!!

7 REPLIES 7

Ryeldup
Community Member

I too am having this issue.  I get the error " it belongs to someone else" and I am the only one who installed and migrated the system to google. I am the network admin for the home.  

Ebedia
Community Specialist
Community Specialist

Hello folks,

 

@Jenh and @Ryeldup Thanks for posting and apologies for the late reply. I know how it feels when something isn’t working the way it should. To confirm, did you remove the Home structure on the Nest App? Have you tried to create a new home? Click this link for the steps.
 

Try these steps here:

  • Reinstall the Nest App.
  • Try to plug it to a different USB port to your computer.
  • Try to use a different USB cable.
  • To know more about this, just hit this link.
     

Looking forward to your response.

 

Thanks,

Emerson

aatienza
Community Specialist
Community Specialist

Hey there,

 

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

I appreciate the help, Emerson.

 

Thanks,

Archie

Jenh
Community Member

I tried in vain to reinstall. I first was told that I must have a windows pc so I borrowed one then I was told it had to be a windows based pc with windows 7 or earlier. This is really shameful support in my opinion. I’ve worked in IT support for years and have never experienced this type of backwards support experience. I finally caved and purchased the 120.00 per year google account that offers history for my new camera but am still unable to get my old camera to connect to the services. I’m pretty disappointed in google. They purchased nest but are not really supporting the products of wxhisting long time customers. 

Ebedia
Community Specialist
Community Specialist

Hello everyone,

 

@Jenh thanks for trying — we'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

 

Thanks for the response, Archie.
 

Regards,

Emerson

Jenh
Community Member

I’ll fill out the form but I won’t be available for another month thank you for the reply 

Ebedia
Community Specialist
Community Specialist

Hi Jenh,

 

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.

 

Best,

Emerson