My 2 Nest cams both IQ outdoor will not connect and gives a NC023 error

[GabeNL]

Hi there,

I tried all options that can be found on the Google support channel so I don't know how to proceed now. I just keep getting this error code and can't connect with neither of the cams.

I found some topics here that match but unfortunately not the right solution yet. Any ideas? 

Thanks a lot 

[MplsCustomer]

@GabeNL 

Google Nest Help says an NC023 means there was a Bluetooth connection problem:

https://support.google.com/googlenest/answer/9240048?hl=en&sjid=7977255440301381922-NA#bluetooth_con...

[GabeNL]

Correct, but I tried to solve it with the instructions mentioned by Google support. But it's still not working.

[janthadeus]

Hi folks,
 

We appreciate your efforts here. No worries, we’ll sort this out — a few questions: what troubleshooting steps have you tried so far? How far is the camera from the router? What Wi-Fi frequency band do you try to connect to (2.4 GHz or 5 GHz)? Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the camera? Also, were there any changes to your Wi-Fi network?
 

Going over the steps here might help:

1. Make sure Bluetooth is on. Turn Bluetooth off, then back on to refresh the connection.
2. Close all the apps running in the background of your phone, reopen the Google Home app then try adding it again.
3. Bring your phone closer to the camera within 10 to 12 inches during pairing setup.
4. Restart your phone, turn it off for 60 seconds then turn it on.
5. Put your mobile device on airplane mode, then turn on Bluetooth and WiFi.
6. Restart your modem or router, unplug it from the power outlet, wait for 1 to 2 minutes. Then, plug it back in.
7. Try a different mobile device.
8. If all else fails, factory reset your camera. Please read the instructions carefully on how to factory reset your camera. When the light pulses blue, it means your camera is ready to be connected to your Google Home app.

Let me know how it goes.

I appreciate your help, MplsCustomer.

Thanks,

JT

[GabeNL]

Dear Janthadeus,

Thanks for your patience and your help.

The camera is about 10 feet from the router. The router supports both 2.4 and 5.0Ghz and I tried both. The camera is placed in the garage and the other one is just outside so no devices near to interfere. Also both cameras have been in the network before. I just keep getting this NC023 error.

Today I went through all the steps you recommended but still no result. Finally I tried the factory reset but it won't let me. Nothing happens when holding the reset button. No yellow light or sounds. Are there other options?

Thanks, Gabe 

[zoeuvre]

Hi there, 

I wanted to stop by and see how I could help.
 

You must be close to your camera before you start so you can push the reset button. A factory reset cannot be done through the Nest app. A small, unfolded paper clip or thumbtack is required. If it's put in an awkward place, you might also need to get a step stool. You may check this guide for your assistance. 

Thanks for your help, @MplsCustomer, JT, and Jenelyn. 

Regards,

Zoe

[GabeNL]

Hi Zoe,

When I did this I was literally holding the camera in my hand. The process was clear, I pushed the little button for the factory reset but nothing happens.

[janthadeus]

Hey GabeNL,

It's me again. I want to make sure you're all good — how did the steps go?
 

Regards,

JT

[GabeNL]

Hi JT,

Sorry, i have been very busy so I did not get the chance to try. I will certainly keep you posted about the outcome. 

Thanks, Gabe

[Jenelyn_O]

Hi GabeNL,

Not a problem. I'll keep this thread open and wait for your update to ensure that everything will be taken care of. 

I appreciate your help, @MplsCustomer and JT.

Best,

Jenelyn

[GabeNL]

Hi team, any other options for me.

It can't be that my cameras have become useless right?

[EmersonB]

Hi everybody,

@GabeNL, we appreciate your update. To properly reset your Nest Camera IQ Outdoor, the reset button is on the front side of the camera, below the Nest logo.

To reset:

1. Make sure your Nest Camera is plugged in and powered on before continuing.
   • Tip: To help restore your settings after resetting your Nest Camera, write down or take a screenshot of your camera settings.
2. Press and hold your Nest Camera’s reset button with the paperclip or thumbtack. When the light ring starts spinning blue, release the button. Your Nest Camera’s lights will turn off while it’s resetting.
   • Note: If you want to cancel the factory reset, release the button while the light is spinning yellow.
3. The factory reset is complete when your Nest Camera chimes and the light ring starts slowly pulsing blue.
4. After the factory reset, your Nest Camera will appear "Offline" in the app until you remove it.
5. To remove it from the app, open the app, then tap  Settings Remove device Confirm.
6. If you’re giving your Nest Camera to someone else, you’re done. If you want to reconnect your camera to the app, simply go through camera setup in the app again.

Let us know how it goes.

Thanks for answering, Zoe, Jenelyn, MplsCustomer and JT.

Best, 

Emerson

[EmersonB]

Hey GabeNL,

I'm dropping by to ensure that everything is covered here. How's it going with your Nest Camera? Were you able to perform the steps we're suggesting? We'd be glad to hear from you.

Regards, 

Emerson

[GabeNL]

Hi Emerson,

Unfortunately not, I still have the same issues. I've tried every step mentioned like 10 times or more. It's just not working.

😞

[MplsCustomer]

@GabeNL 

You're not using a non-Nest USB power block, are you (as in this post: https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/My-Nest-cam-IQ-outdoor-will-not-connect...)?

The customer on this other post was able to get past the NC023 error by using another mobile device for the install, but I think they also installed it in a different Google Nest "home/structure" (which seems to indicate their Google Nest "home/structure" was corrupted somehow, something that seems to have occurred with several customers): https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Cam-IQ-Indoor-Not-Connecting/m-p/3...

[GabeNL]

Everything is still original from out of the box. No changes there. Also using another phone I tried several times, no luck.

[MplsCustomer]

@GabeNL 

I wonder if--since you are installing your Outdoor Nest IQ Cameras from out of the box, and since Google Nest discontinued the Outdoor IQ Nest Camera in January 2021--the firmware on your cameras is more than a couple of years out of date and is therefore out of sync with the current version of software on Google Nest servers and/or the Google Nest app. This is just a guess, of course.

You could try contacting Support, starting with the link below, to see if that might be the case and, if so, whether there is a way out of it. (Is there a way, for example, to update the cameras' firmware if you cannot install them?) I don't know whether you'll be covered by the standard 1-year warranty. Another customer in this forum recently discovered that their Google Nest Outdoor Camera, which they purchased recently from an online vendor, had been sold to that online vendor some time ago in a batch of cameras WITHOUT any warranty.

If you contact Support using the link below, just click "Next step" on the "Resources" page--without selecting any Help topics--to get to the page with contact options (chat or phone).

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

[GabeNL]

I am not installing from out of the box but I'm saying that all hardware used is still from out of the box, meaning still original.

The camera had already been in my network for more then two years. This happened when reinstalling after a renovation of my house.

Also the camera is not responding so it doesn't turn on. Hoe can I check out install updates or firmware?

[MplsCustomer]

@GabeNL 

Sorry I drew the wrong conclusion. I should emphasize I don't know what else may have happened in your situation.

There is no way to trigger an update on our cameras; Google Nest controls that process entirely on its servers.

Are you saying your cameras are not turning on at all (no status light), or just that you cannot connect with them?

If your cameras are simply not turning on at all, with no status lights, I don't know what you can do.

If you are getting status lights, these are the lights Google Nest says are possible: https://support.google.com/googlenest/answer/9268073?hl=en&sjid=5291760780599861170-NA#zippy=%2Cgoog...

I don't know if there are problems if the cameras are off for a lengthy period (during your renovation) and may therefore have missed firmware updates. If it were just a short time period, I would think you would only have to plug the cameras back in and they'd reappear as online in the Google Nest app, just as they would after a power outage.

I suppose if nothing else works, you could try a factory reset (https://support.google.com/googlenest/answer/9252162?hl=en&sjid=5291760780599861170-NA#zippy=%2Cnest...) and then try reinstalling.

[GabeNL]

At first it was the connection error as mentioned. When nothing seemed to work I was advised to do the factory reset. After that I was supposed to see a light (status light) but I never got it turned on again.

[MplsCustomer]

@GabeNL 

I don't have any further suggestions, except to contact Support again:

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

[EdmondB]

Hello GabeNL,

We'd like to know more about this. Please fill out this form so we could investigate further.

Thanks,
Edmond

[EmersonB]

Hello everyone

@GabeNL, I wanted to follow up and see if you were able to fill out the form? Let me know if you have additional questions.

Thanks for answering, Edmond.
 
Best,
Emerson

[GabeNL]

@EmersonB form has been filled out. 

[Jenelyn_O]

Hey GabeNL,

I received your form. I'll hand it over to our team. Please keep an eye on your inbox or messages as they will get in touch with you soon. If you have any questions or concerns, please let me know as I'll be locking this thread after 24 hours.

I appreciate the help, @MplsCustomer, Zoe, Edmond, and Emerson.

Cheers,

Jenelyn