I can’t add my google nest camera

[Cadette]

Hi I need help installing my new google nest camera 

[MplsCustomer]

@Cadette 

You could try contacting Support using the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

If you want help from fellow customers in this forum, you'll have to share some specifics on what's not working for you.

[Aminaimany2104]

Is a customer service number ?

[Jenelyn_O]

Hi Aminaimany2104,

Thanks for checking it with us. Unfortunately, we don't have a direct phone number to contact support, but you can follow the link provided by MplsCustomer above on how to get in touch with them. Please let me know if you still have questions in mind.

Kind regards,

Jenelyn

[My1cam]

I am also having problems installing my new nest cam (battery). It cannot connect the device. 

[MplsCustomer]

@My1cam 

These are Google Nest Help's instructions for installing the battery camera:

https://support.google.com/googlenest/answer/10919314

[My1cam]

I meant I’m having problems setting it up to connect the device to my iPhone. Google home found the device, found the QR code, but can’t connect to joining device. 

[MplsCustomer]

@My1cam 

The "cannot connect to joining device" error has been plaguing some Google Nest users for a couple of YEARS now. It refers to not being able to connect to another Google Nest device (camera, doorbell, Nest Hub, Nest Protect, etc.), from which the install process is trying to retrieve your Wi-Fi network name (SSID) and password, all in the name of saving you the trouble of entering it yourself.

I don't know the cause of the problem; various customers have posted various theories over time. Some customers have tried moving one of their Google Nest devices closer to the camera they are trying to install, in case they are communicating via Bluetooth; the problem is that you don't know which device is the "joining device". Other customers have tried temporarily turning off their other Google Nest devices during the install process, hoping to thereby avoid the error. Still other customers have tried contacting Support for assistance (see the link I posted earlier). It hasn't happened to us in 4+ years of Google Nest products, so I can't tell you more.

[Lance_L]

Hello everyone,

Thanks for reaching out to the Community. I’m sorry to hear that you’re having issues setting up your Nest cameras. Let’s check it out.

@Cadette, a few questions: what type of Nest camera are you setting up? What is the color of the status light? Are you using an iOS or Android device? Also, do you use the Google Home or the Nest app for the setup?

Keep me posted.

@My1cam, the error message "can’t connect to joining device" means the Google Home app failed to pair with the device you’re setting up. There are several factors that may cause this. Please follow the steps below to pair the camera with your Home app:

1. Save any video history on the device, if any. Follow this guide.
2. Unmount the device and connect it to the charging cable and power adapter.
3. Locate the reset pinhole on the back of the device.
4. Insert and hold the pin (you can use an unfolded paper clip or a thumbtack).
   1. At 10 seconds, the status light will blink yellow four times, and you’ll hear a countdown tone.
   2. At 12 seconds, the status light will be steady, solid yellow while the doorbell starts the factory reset, and you’ll hear a confirmation tone.
5. Release the button. Your device will restore to its factory settings.
6. After the factory reset, your device will appear as "offline" in the app until you remove it. Also, the status light should now be pulsing blue.
7. To remove it from the app, open the app, then tap Settings > Remove device>  Confirm. (Skip this step if you haven’t added the device before)
8. Make sure the phone is connected to the same Wi-Fi network (or mobile hotspot, if available) as the selected network for the Nest device.
9. Bluetooth should be enabled, but it should not be connected to any Bluetooth devices. Disconnect any Bluetooth devices paired to your phone, such as earbuds, smartwatches, etc.
10. Cellular data should be turned off.
11. On an iOS device, tap Settings > Privacy > Local Network and turn on Local Network Access for the Google Home app.
12. Start adding the device back to the Google Home app.

Let me know how it goes.

You can check out this helpful guide to learn how to set up and connect Nest cameras.

Thanks for chiming in, MplsCustomer.

Best,

Lance

[Gary54]

Why do I get an error message after I get a wifi connection stating "not communicating with Google, try again"

[Lance_L]

Hi everyone

@Gary54, thanks for visiting the Community. Have you already tried the troubleshooting steps above? If yes, how was it? Also, you may want to visit this helpful guide to learn more about Wi-Fi networks that are incompatible or aren’t recommended.

@Cadette and @My1cam, I just wanted to check if you still need any help. Feel free to reach out if you have any questions.

Keep me posted.

Regards,

Lance

[Matador1975]

I’ve tried everything and still no results 

[Matador1975]

Hi I can’t connect my camera

[MplsCustomer]

@Matador1975 

You could try contacting Support using the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

If you want help from fellow customers in this forum, you'll have to share at least some specifics, such as what camera you're trying to install, and what happens when you try.

[zoeuvre]

Hello Matador1975, 

Thanks for posting, and I'm sorry to hear that you experienced the same thing with your Nest Camera. Could you help us with a rundown of the steps you took in trying to resolve this matter?

I appreciate your input, @MplsCustomer. 

I'll look forward to your response. 

Best,

Zoe 

[Heythere23]

Hello I am having an issue with connecting my nest doorbell camera

[EmersonB]

Hi folks,

@Heythere23, we appreciate you reaching out here in the Community. To know more about this issue, I’d like to confirm, do you see any error messages? What troubleshooting steps have you done so far? How far is your Nest Doorbell from your Wi-Fi router? Let us know your update here. 

Thanks for answering, Lance, Zoe and MplsCustomer.

Regards,

Emerson

[Carolynjones459]

I need a QR for my camera because the one I have won't scan.

[MplsCustomer]

@Carolynjones459 

Try selecting the "Continue without scanning option" and, when prompted, entering the 6-character alphanumeric Setup Code that is printed above or below the QR code on your camera.

[Jenelyn_O]

Hi Carolynjones459,

Chiming in — were you able to try the other way on adding a Nest Camera provided above? Please let us know how it goes.

I appreciate the input, @MplsCustomer.

Best,

Jenelyn

[patdowd1958]

I replaced three nest cameras.  How do i add that to my next app

[patdowd1958]

Help

[Jenelyn_O]

Hi patdowd1958,

Thanks for checking it with us. To confirm, the newest Google Nest cameras are only available using the Google Home app. What type of Nest Camera are you trying to set up? 

You can follow the guide here:

1. Download the app you need

Depending on which camera model you have, use either the Google Home app or Nest app to set it up. Download the one you need from the Apple App Store or the Google Play Store.

Use the Google Home app to set up the following Nest cameras:

• Nest Cam (wired)
• Nest Cam with Floodlight
• Nest Cam (battery)

Use the Nest app to set up the following Nest cameras:

• Nest Cam IQ Indoor
• Nest Cam IQ Outdoor
• Nest Cam Indoor
• Nest Cam Outdoor
• Nest Dropcam (all models)

Best regards,

Jenelyn

[Leilanilulu2014]

My new cámara won’t connect to the google home app 

[Lance_L]

Hey everyone,

@Leilanilulu2014, thanks for joining the discussion. I’m sorry to hear that you’re having issues setting up the Nest camera. Let’s check it out.

A few questions: what model of Nest camera do you have? What is the color of the status light? Are you seeing a message on your mobile device? Also, have you tried any of the suggested steps above?

Keep me posted.

I appreciate your help, MplsCustomer, Jenelyn, Emerson, and Zoe.

Best,

Lance

[Adenisalyynn505]

Can't get camera to connect to cell phone

[MplsCustomer]

@Adenisalyynn505 

What camera are you trying to install in either the Google Nest app or Google Home app? What happens when you try to install it?

[Jenelyn_O]

Hi there,

@Adenisalyynn505, I just want to check if you managed to see the response above. Please share with us the needed information, as it will help us to move forward.

I appreciate your input, @MplsCustomer.

Best,

Jenelyn