NEST CAM REPAIR ORDER NEEDED

[EverybodyHates2]

Good Morning All,

I have a neat camera 1 of 3 purchased from a 3 pack is not working. It will not connect to the network or show up in the app as the previous cameras did. I did a factory reset several times and still not connecting. How do I get a repair order or replacement camera? 

[EmptyNester]

Hello,  I'm an end user like you.   Let me see if I can escalate this and get you some help.  

[ReginaS · Accepted solution]

Hi EverybodyHates2,
 

I can honestly appreciate how annoying that must be. No worries; we'll check this out. Could you tell us the light status of your camera? What type of camera do you have? Also, are you getting an error message?
 

Thanks for the help, EmptyNester.

Cheers,
Regina

[EverybodyHates2]

I have Nest Cam indoor/outdoor battery powered camera. The light is steady Blue then turns white then makes a doorbell like sound. I was on the chat for 2.5 hours with tech support trying to resolve the matter yesterday with no luck. I get an error message to exit setup because the app cannot complete the setup. 

[EmersonB]

Hello everyone,

@EverybodyHates2, thanks for getting back to us. We wanted to make sure that everything is covered here. 

Give these steps a try:

 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”.

I appreciate your response, Regina and EmptyNester.

Regards,

Emerson

[EverybodyHates2]

Thank you for your response, I followed those factory reset instructions about 10 times and no luck connecting the camera to my network. 

[EverybodyHates2]

I reset my router, I disconnected my data (airplane mode) and use WiFi only, but still couldn’t get the camera to connect to my network.

[ReginaS]

Hey there,

We appreciate all your efforts. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Thanks for the help here, Emerson.

Best,
Regina

[EmersonB]

Hello EverybodyHates2,

How’s it going? We haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help

Thanks,
Emerson