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Needed to change routers and SSID's and now my Nest doorbell and camera won't connect?

Mr_Doh
Community Member

I had both my Nest Doorbell (battery) and Nest Cam with floodlight installed and set up on 2.4GHz. wifi. Now I need to change to a different router that also has a different SSID. So I've removed both as installed devices using the Google Home app, which should have reset them. However, I cannot get either one on the new router and new SSID (2.4GHz.). The setup on the Home app goes up to the "connecting to the device" step and neither the Home app on my Pixel 6 or iPhone 12 can connect to the Nest Doorbell or Cam. I have no idea what's going on, how to get them onto 2.4GHz. wifi again. The Home app on both phones tells me to put the phone closer to the device and try again. Doesn't help, of course.

I thought that there might be some memory in the Home app of the SSID that they were on, and now that SSID is gone so the Home app can't connect to the devices using it. So I force stopped the Home app on the Pixel 6, and flushed the app cache and data, thinking I should get a clean start that way. I also have a Nest Protect that's on the same 2.4GHz. wifi SSID, and both Home apps on the Pixel 6 and the iPhone 12 have asked me to wake the Nest Protect up to help them to get the Doorbell and the Cam on the wifi, which I have done whenever I've been asked. That seems to work, but doesn't help.

I have no idea what to try from here...I've even put both the Pixel 6 and the iPhone 12 on the same 2.4 GHz. SSID that the Nest Protect is on, and that I'm trying get the Doorbell and Cam on.

The Nest devices seem broken, but I doubt that's the case, there's just something that I need to do that I haven't done because I don't know what it is *smile*.

One thing that bothers me is that the Home app on the Pixel 6 seems to be happy scanning someplace near the device QR code. None the less, I've done the QR scanning about 25 times, and over half those times the QR code was inside the square where it's supposed to be to be correctly scanned. The iPhone 12 is a little better in that respect, seems to know when it sees a QR code more consistently. Anyways, it has occurred to the that the QR code scanning might be the problem, but like I said, I've done it many times and the Home app on the respective phones simply will not connect with the devices.

Any ideas?

Thanks!

1 Recommended Answer

Mr_Doh
Community Member

Okay, I feel dumb, but of course both the doorbell and the cam have a reset button. The doorbell reset button hole is invisible (apparently), unless you know exactly where to look. And the reset button for the cam is well, out of reach...had to go and get the ladder out and hope that my balance held standing on top of ladder *sigh*. Anyways, this might help, it helped me:

https://support.google.com/googlenest/answer/9252162?hl=en&ref_topic=9299926#zippy=%2Cnest-cam-batte...

View Recommended Answer in original post

5 REPLIES 5

Mr_Doh
Community Member

I did just try going back to the 2.4GHz. SSID name that the devices were most recently connected to, on the same router (same MAC Address). This is apparently not the issue, did not help, same problem with the Home app not able to connect with the devices.

I should also mention that I have had the same wifi password for a long time now, so that hasn't been changed. But it's the phone running the Google Home app that apparently can't get connected to my devices that's mystifying to me.

So now I'm really out of ideas :-).

@Mr_Doh 

I don't know if this applies, but perhaps you are caught in the "can't connect to assisting device" dilemma, where the Google Nest install procedure tries but fails to connect to an existing Google Nest device--an "assisting device" in order to get the Wi-Fi credentials from that device. If that's your situation,I've seen two workarounds posted in this forum that have worked for some and are not burdensome. One alternative is to temporarily turn off the possible "assisting devices" that are not providing the needed assist--in your case, the Nest Protect (and any other Google Nest devices) until the installs are complete. The other is to create a new "home" temporarily, install the doorbell and camera there, then remove them from the temporary "home" and add them to your regular "home", and then delete the now-empty temporary "home". The intent in both workarounds is to force the Google Nest install process to regard the install as one that's on a new Nest network and let you enter the network name (SSID) and password.

Mr_Doh
Community Member

Okay, I feel dumb, but of course both the doorbell and the cam have a reset button. The doorbell reset button hole is invisible (apparently), unless you know exactly where to look. And the reset button for the cam is well, out of reach...had to go and get the ladder out and hope that my balance held standing on top of ladder *sigh*. Anyways, this might help, it helped me:

https://support.google.com/googlenest/answer/9252162?hl=en&ref_topic=9299926#zippy=%2Cnest-cam-batte...

janthadeus
Community Specialist
Community Specialist

Hey folks,

 

I appreciate your help, MplsCustomer.

 

Awesome, glad to hear that! We appreciate you sharing your thoughts and thanks for your efforts here. Reach out if you have any questions in the future.
 

Thanks,

JT 

janthadeus
Community Specialist
Community Specialist

Hi there,

 

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