Indoor Nest Camera Factory Reset

[rockstx]

I moved to a new house.  I disconnected my Nest Camera when leaving my old house, but did not remove the camera from the Nest App. I changed internet service providers in my new house and they provided me a new router.  I set up a new location in the Nest App for my new house. When trying to set up my camera in the new house it would not connect.  It appears to be a WiFi security type issue.  Other blogs say to do a factory reset, to change the security type.  However, the Factory Reset is not working.  When I insert a pin into the reset hole, the light on the camera blinks blue continuously.    Does anyone have a work around?

[MplsCustomer]

@rockstx 

This moving guide from Google Nest seems to say you should remove the camera from the Google Nest app and uninstall it BEFORE moving. Google Nest doesn't seem to document what happens if you miss this step. There are also factory reset instructions; in some posts, customers say this can take awhile.

https://support.google.com/googlenest/answer/9293015#zippy=%2Cmove-a-nest-product-to-another-home%2C...

[EmptyNester]

Try giving your new router the EXACT same WIFI name and password as  your old house.  That way your  next camera will see it and connect right away.   And if it doesn't see it then there is a good chance it will let you successfully add it. back.

Hope this helps.  Let us know if it works.

[rockstx]

Thank you for the suggestion, but it did not work.  I tried two different cameras and two different iPhones.    When the camera tries to connect to my WiFi network, I get an error message “Incorrect WiFi Security” error code C104.   

[MplsCustomer]

@rockstx 

C104 means an incorrect Wi-Fi password (https://support.google.com/googlenest/answer/9240048#wifi_password&zippy=%2Cc-errors). Did you try giving your new router/modem at your new house the same Wi-Fi network name (SSID) and password used on your old router/modem at your old home?

What did you mean you tried two different cameras? I thought this was an error with your old Nest indoor camera.

Do you still have your original "home" / "structure" for your old house in the Google Nest app? (I'm guessing that it MIGHT possibly still be there because you said you did not remove the camera from the Nestapp and you set up a new "location" in the Nest app for your new house.). If your old "home" is still there, does your camera still appear in that "home"? If so, can you open the camera, go to Settings, and select the "Wifi connection" option, which would let you update the Wi-Fi configuration for your camera?

[rockstx]

I re-entered the password several times to be sure typed the correct one.  Same message each time.  I did set up my new router with the same ssid and password as my old router.   Same C104 message.   I have two cameras from my old house that  will not connect, one indoor and one outdoor camera.  My old home is still a location on my Nest app but I deleted all the cameras before I knew it was a problem to do that. 

[EmptyNester]

wow, how frustrating!  Doesn't seem like this home-tech should be so hard to use and figure out what to do when something goes wrong.

I think you best option at this point is to speak with an actual Google Nest Tech that can help you over the phone.  Start by opening a support ticked and you will be given a phone option.  Here is the link to proceed with:

https://support.google.com/googlenest/gethelp

[rockstx]

I agree.  I will contact support and if they can resolve it, I’ll post here.  Thanks!

[rockstx · Accepted solution]

I called customer support, and the only solution they gave me was to get a router with dual bands since the 1st gen cameras only connect to 2.4 ghz.  Instead, I bought a Netgear WiFi extender and was able to connect the cameras.   So far working fine.  Thanks everyone for the suggestions.  

[janthadeus]

Hi rockstx,

Happy to hear that! We appreciate your efforts. It looks like we can consider this one complete, so I will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Cheers,

JT

[MplsCustomer]

@rockstx 

I have no reason to think this would work, but since you now have the network name and password set the same as your old ones, you could try to add the cameras to your old "home" in the Google Nest app.

Maybe there is some other Wi-Fi setting (such as security) that is somehow triggering your password error. It's hard to tell, because so much is hidden with Google Nest.

The only other recourse is the factory reset, but when I tried looking this up, some posts say to insert an unbent paper clip in the reset hole, while others say you can only reset the older indoor camera by removing it from the Google Nest app. I don't know which is true.  If yours has a reset hole, sometimes the reset is hard to trigger.

If you can't resolve it, try contacting Support as @EmptyNester  suggests.

[rockstx]

Thank you.  I did add the cameras to my old home in the Nest App.  Didn’t work.  I’ll contact support and post here if they can resolve it…

[janthadeus]

Hi everyone,

Thanks for your help here, EmptyNester and MplsCustomer.

Sounds like a plan! Feel free to let us know if you still need help. 

Thanks,
JT