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Indoor Nest Cam (gen2) will not finish setting up

Crombiemd
Community Member

Hi I have the same problem as others had in December 2021, but this thread is now locked. I have multiple devices connected (thermostat, mini speaker) including  a doorbell. Contacted Google support tried everything suggested and a factory reset of the device. Still telling me it can’t connect and asking me to try again. It keeps trying to connect to doorbell. Tried it the other-side of the wall to door bell and cms away from nest speaker and thermostat. It ignores these and keeps trying to connect to door bell and fails. Tried switching off door bell and still trying to connect to it!  So frustrating! 

2 Recommended AnswerS

Crombiemd
Community Member

Hi Brad, tried that and the following:

1. Force close the Google Home app.
2. Make sure Bluetooth is on. Toggle Bluetooth off, then back on to refresh the connection.
3. Restart your phone.
4. Put your phone on Airplane mode.
5. Turn on Local Network Access for the Google Home app.
6. Try setting it up again.
7. If it's still the same, try using another device.

Strangely, if I create a new home in the app the camera connects straight away, but despite everything I’ve tried it won’t connect to my existing home. If you have any other ideas I’d like to know. Thanks Mark

 

 

 

 

View Recommended Answer in original post

Hi, I have a new router that supports iPv6, which has resolved the issue.

Thanks 
Mark

View Recommended Answer in original post

11 REPLIES 11

Brad
Community Specialist
Community Specialist

Hey there,


I am terribly sorry to hear that you're having this issue with your Nest camera! I'm sure it's frustrating, but I'm happy to look into this and see how we can help out. The first troubleshooting step that I'd recommend would be to restart your device. By doing this, it should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.


Best regards,
Brad

Crombiemd
Community Member

Hi Brad, tried that and the following:

1. Force close the Google Home app.
2. Make sure Bluetooth is on. Toggle Bluetooth off, then back on to refresh the connection.
3. Restart your phone.
4. Put your phone on Airplane mode.
5. Turn on Local Network Access for the Google Home app.
6. Try setting it up again.
7. If it's still the same, try using another device.

Strangely, if I create a new home in the app the camera connects straight away, but despite everything I’ve tried it won’t connect to my existing home. If you have any other ideas I’d like to know. Thanks Mark

 

 

 

 

Brad
Community Specialist
Community Specialist

@Crombiemd

 

I know that creating a new Home is definitely an option, as this is still an ongoing issue with setup. I do not have an update I'm afraid, but that workaround is suggested. 

 

Best regards,

Brad

Crombiemd
Community Member

Thanks but, though a workaround, how does that work with Nest Aware? Surely you need a subscription for each home? So, if that is the case I’d need two subscriptions for the same home. Not really helpful to have to pay twice!

Brad
Community Specialist
Community Specialist

@Crombiemd

 

That unfortunately is the caveat to the workaround. You would want a new Nest Aware subscription if you went that route. As this is an ongoing issue, I don't have a current solution, but we are looking into it. 

 

Best regards,

Brad

Crombiemd
Community Member

Thanks for your help Brad, much appreciated, but as you say a workaround not a solution. I wanted multiple cameras on one account. So will need to look at other manufacturers of cameras if Google can’t resolve this for me.

Regards

Mark

janthadeus
Community Specialist
Community Specialist

Hi folks,

 

Thanks for your help here, Brad.

 

I'm sorry to hear that and we appreciate your efforts troubleshooting your camera connection. Don't give up on us yet. Let's dig deeper into this — a few questions: what's the status light of your camera? how far is your camera from the router? Do you have an Android or iPhone? Also, what WiFi frequency band do you try to connect to (2.4 GHz or 5 GHz)?

 

Going over the steps here might help:

 

  • Close all the apps running in the background of your phone, reopen the Google Home app then try adding it again.
  • Bring your phone closer to the camera at least 10 to 12 inches close.
  • Factory reset your camera when the status light starts to pulse blue try pairing your camera again.
  • If all else fails, remove your Nest Thermostat then add your camera.

Let me know how it goes.

 

Thanks,

JT

Hi JT,

Thanks for the update. In answer to your question, this isn't my first rodeo! The light is a constant blue as it should be, I have connected the camera to a new home I created, but no use to me. I have tried connecting in three locations, including the room with the router (max 1m away). I have an iPhone 12Pro, and in the UK the system will only work on 2.4GHz, I've done my research.

 

As for the three suggestions, I have tried them all multiple times with no success, or change in outcome. I have 4 thermostats, that is not the problem, the error message tells me it can't connect to the nest doorbell camera. I have tried turning this off but no change. I am not really thrilled at the thought of disconnecting one camera to try and connect a second and then reconnecting the first, I can see what will happen here, changing one problem for another!

Thanks Mark

Hi, I have a new router that supports iPv6, which has resolved the issue.

Thanks 
Mark

janthadeus
Community Specialist
Community Specialist

Hi Crombiemd,

 

Cool, we're glad to hear that! We appreciate your efforts. Give us a shout if you have any questions.

 

Best,

JT

aatienza
Community Specialist
Community Specialist

Hey folks,

 

Since this thread hasn't had activity in a while, we're going to close it to keep content fresh. Feel free to submit another post, and provide as many details as possible so that others can lend a hand.
 

Thanks,

Archie