My Nest Cam with floodlight wants me to factory reset every 2nd time I try and add it to my home

[David53]

Hi , re-installing my Google home devices after an internet connection upgrade and new modem/router. The nest cam with floodlight was previously working perfectly. Now when I try to add it to "Home" it progresses all the way through the connection process but at the very end I get either " Your device cannot connect to Google" or "Something went wrong, please factory reset your device and begin again"

I am a fairly persistent person but after many attempts... 

...frustrated is a polite way of saying how I feel. 

Every other device incluing indoor camera connected as expected.

[David53]

The problem persists. I have looked at and addressed every possible solution in the help section. The Camera with Floodlight shows as strongly connected on both my AP network as well as on my modem yet refuses to connect to Google. Every other device I have has connected without issue. 

[zoeuvre]

Hi David53, 

Oh no! Sorry to hear about that. Let me take a look at this for you. A few questions: 

1. When and from where was the device purchased?
2. How far have you gotten in pairing your device?
3. What’s the color of the LED status light?
4. How far is the device from the router?
5. Can you connect to the internet with other devices?
6. Are there any other devices that experience issues with the Wi-Fi?
7. Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the device you want to pair? Those devices could interfere with the Wi-Fi or Bluetooth signal.
8. What is the exact message or code that appears on the app as you setup your camera to it?

Keep us posted. 

Best,

Zoe 

[David53]

Hi Zoe, thanks for your response.

In answer to your questions.

1. Purchased from Kogan October 2022

2. The device connects to my local area network with a "strong" signal but will not connect to Google

3. LED status light is blue

4.The device is close to two APs with only 1 x HIK camera connected (the Nest camera was working perfectly with this setup previously but over the last couple of months was dropping in and out and showing as "Offline" in the Home App)

4. No other devices are experiencing difficulties, including a Nest Doorbell which is only a couple of metres away from the camera. 

5. The Nest doorbell above is the only other device in close proximity.

6. No code appears. The message alternates between "Your device cannot connect to Google" and "Something went wrong, please factory reset your device and begin again" - as above, device shows as connected to WiFi network.

Thanks

David

[EmersonB · Accepted solution]

Hi everyone,

@David53, thanks for getting back to us with your update. To know more about this issue, I’d like to confirm, is it a pulsing blue light you're seeing from your Nest Camera? It should be pulsing blue light, indicating that it's ready for the setup. Try setting it up near the main router.

To reset:

1. Locate the reset button on the back of your Nest Camera.

• Tip: The reset button on your Nest Camera is located on the back of the camera head.

2. Press and hold the button:

• At 10 seconds, the status light will flash yellow four times, and you’ll hear a countdown tone.
• At 12 seconds, the status light will be steady, solid yellow while the camera starts the factory reset, and you’ll hear a confirmation tone.

3. Release the button. Your Nest Camera will restore to its factory settings.

4. After the factory reset, your Nest Camera will appear as “Offline” in the app until you remove it.

To remove it from the app, open the app, tap on the device, then tap Settings> Remove device > Confirm.

5. To learn more, you may visit our public article about “Restart or factory reset Nest camera or doorbell”.

Let us know your update here.

I appreciate the help, Zoe.

Regards,

Emerson

[David53]

Many many thanks Emerson. That sorted my problem as your factory reset  required a much longer button press than that recommended by Google. It was driving me nuts as I had reset using the Google recommended method about 30 times with nil result.

Google instructions below, maybe they should change them to the correct method for the Nest Cam with Floodlight.

1. Plug the camera into a power source.
2. Locate the reset button on the back of the camera.
   Tip: The reset button on the Nest Cam (battery) is located on the back of the camera head.
3. Press and hold for 5 seconds.

4. Your camera will restart, and the status light will be steady, solid white.

[Lance_L]

Hello folks,

@David53, thanks for keeping us in the loop. We’re glad to hear that this has been sorted out. Our team is working hard to deliver the best experience to our users, and we'd suggest sharing feedback about Google Nest.

I appreciate the help, Zoe and Emerson.

Cheers,

Lance