Nest Battery Cameras all Offline

[Schnoz]

Last week, all of my nest battery cameras (2 outdoor cameras, 1 floodlight camera, 1 doorbell) that I've had for 4 months to a year between them all have gone offline in the app. They all were working fine with no updates to our wifi, router, or house over that time. Now I can't view any live video, yet they continue to send me notifications of events they see, turn green when I come into view of it, and are connected to our Google Nest Wifi Pro mesh router when looking over the connected devices. On the home app (android), it just says "Offline" for all of them and when I try to reconnect, it immediately goes back to the offline message. My Fiance's phone (iPhone) does the same.

I factory reset one of the cameras and now when I get to the part of setup to download an update, it just sits at 0% until an error comes up. I also factory reset my Google Nest Wifi Pro mesh this morning and that did not fix the issue either.

I also have 5-6 older wired nest cameras and all of them are connected, show live video, and work fine in the home app; it's only the battery powered versions. I've submitted a ticket to Google a few days ago and have heard nothing, I can't find others (outside of may be 1-2 on here) that have this same problem, and the nest status page shows everything is "Ok".

[Schnoz]

I should also clarify, they went offline when on battery mode, but I've since recharged them to 100% and left them wired, yet they continue to show offline. I am also based in the USA.

[Schnoz]

I kept playing around and found that if I factory reset the camera and add it to a brand new home setup, it will work. However, when I try to add it back to my existing home (with lots and lots of devices on it), it will not work again. Having it on a separate home from the rest of my cameras and devices is not ideal. Any thoughts?

[Galant56K]

I am having the exact same issues. I have a battery doorbell the I just paid someone to hardwire because I thought that was the issue. I also have a google spotlight cam (hardwired) that is doing the same thing. It all started about 3-4 weeks ago. I am in Australia. Everything else on my network is working fine. I have 3 x unifi PRO access points that have more then enough signal and overhead for many more device's. 

[Schnoz]

I was able to fix mine... after lots and lots of frustrating troubleshooting.

Essentially, I had to create a brand new nest home and then factory reset the camera and add it into the new home (not my existing home). When I did that, the app asked if I wanted to add the camera to a new "nest group". I said yes. Afterwards, I left my camera on the new home without removing it and then factory reset and added it to my existing home. To my surprise, that finally worked. Then I could go and delete the new home I built.

It's a very dumb solution, but it worked for me.

[Galant56K]

your right, it added to the new home right away. but after i remove it, it then dosnt add properly to the original home. just get stuck on 'updating 0%' . so annoying

[Schnoz]

That happened to me at the beginning. I ended up factory reseting it twice and added to new home. It was when I left it on the new home without removing it, then factory resetting it, and adding it back to our original home that it worked.

The other thing we did, which I'm not sure if this affected it or not, but I removed one of our "GoSoung" smart outlet connection to the google home app. You might check removing all of your connections that aren't being used to see if that helps. We also removed some of our google routines as well as a simply safe automation we had connected.

[Galant56K]

That worked really well. thank you 🙂 .It only worked exactly the way you described it. very strange. lets see how long the spot light cam (hard wired) and the doorbell (hard wired) last before they start going offline again. hope its all good now.

I had a 3 hour chat session with google support. They were useless but very committed. they made me change some setting in my router. nothing that I think could make a difference. they then wanted me to reset the cameras. This just caused the setup issue. then the gave up and asked my to get in contact if it played up again. to which I replied 'I cant even connect it.' they just said good luck................. 

[Schnoz]

If it makes you feel any better, I submitted a ticket last week and still have yet to hear back. Glad I could fix it for you and I though, at least now we know what to do in the future and just maybe this will be available for others that run into the same situation and search online for a fix.

Fingers crossed Google sees this and create a fix for everyone so this doesn't happen again, but I won't hold my breathe.

[janthadeus]

Hi folks,

I'm sorry for the delay. This isn’t the experience we want you to have. Thanks for posting and we appreciate your time in providing the Community the steps that resolved connectivity issues with your cameras and doorbell — it's a big help. Feel free to respond to this thread if you have additional questions or concerns and I'd be glad to answer it for you. 

Schnoz, could you provide the case ID of your interaction with our support team so I can have it reviewed?
 

Thanks,

JT

[DannyPerschonok]

I just wanted to reply and say thank you for posting this. I literally spent 4 hours trying to get this to work. I even went so far as to completely reset all my Unifi network equipment and nothing worked. I have multiple nest cameras and devices and none of them has this problem. Your solution actually worked first try for me. It’s crazy that this is what it took, but it worked. Thank you very much. 

[MplsCustomer]

Wow, it seems Google Nest has a real problem with Google Nest "homes" getting corrupted on Google Nest's servers.

Corruption of Google Nest "homes" on Google Nest's servers is also blocking customers from installing Google Nest devices; see these two threads (among others):

• https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/NC009-Error-SOMEONE-PLEASE-HELP/m-p/403...
• https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/I-can-t-install-my-new-Nest-Battery-Doo...

Google Nest, are you going to address this issue with corruption of Google Nest "homes"?

[Jenelyn_O]

Hi everyone,

I just want to check if you were able to check out as well the links provided above. Please let us know if you still have questions or concerns, as we'll be willing to take a closer look and assist you further. 

I appreciate your help, @Schnoz, @MplsCustomer, and JT.

Best,

Jenelyn

[EmersonB]

Hello everybody,

We wanted to follow up and see if you are still in need of any help. Please let us know if you are still having any concerns or questions from here, as we would be happy to take a closer look and assist you further.
 
I appreciate the help, Jenelyn, JT and MplsCustomer.

Regards,
Emerson

[EmersonB]

Hey there,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, we would be happy to keep it open. If there's more we can do, just let us know.
   
Thanks,
Emerson