08-10-2022 05:22 AM
Having a problem with 2 Nest Battery Cam. Were running fine on previous Motorola modem MG7550, upgraded to Motorola MT8733, they will not connect. Lets you select the network, put in the password, tries to connect and says "something went wrong, check password. The 6 other older Nest cams, 2 nest thermostat, and Nest protect all connect with no issues. Just the battery cam. They were removed from google home prior to shutting down the old modem, and I have already tried a hard reset on them, attempted to add to a new home, restarted the modem, and confirmed all modem settings in the troubleshoot section. 2.5 hours on the phone with google and no answers.
08-10-2022 07:43 AM
You have to reset the nest cam by holding the button for 10 sec behind the camera. Then you will have to re-setup the cam. That's what I did for my when I updated my network setting in my router. Hopefully this will work for you
08-10-2022 07:46 AM
Already tried the reset a few times, didn't work. Thanks
08-15-2022 03:54 PM
Hey ronan13,
I’m sorry you’re having trouble with this. No worries, we'll check this out. Could you tell us the case ID from your interaction with our support team so I can take a closer look?
I appreciate the help, Benlau88.
Thanks,
Archie
08-18-2022 03:58 PM
Hey ronan13,
I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.
Thanks,
Archie
08-19-2022 05:41 PM
Hey ronan13,
Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
Thanks,
Archie
08-19-2022 08:28 PM
Same issue different equipment below. Any help appreciated Archie.
08-22-2022 06:01 PM
Hey yoMT,
I'm sorry for the trouble. To confirm, are you getting the same error message when setting up your camera? If so, try the steps here and let us know how it goes.
Thanks,
Archie
08-23-2022 08:52 PM
Hey Archie, thanks for any help you can provide.
Starting fresh w/ reset of camera, app update, everything. Press "+" to add new device, choose camera, searches network, finds nothing, I manually select Nest Battery Cam, agree to all the conditions, make sure camera is plugged in scan the QR code and then get this series of screens over a 2-3 minute period. Preparing your device, Connecting to joining device (this could take a minute), Something went wrong Try connecting again. If that doesn't work try rebooting your device or tuning your phones's airplane mode on and off before trying again. (did that)
08-24-2022 04:18 PM
Hey yoMT,
Thanks for trying those steps. Could you check if your mobile data is turned on? If so, turn it off and make sure you're only using Wi-Fi network. How far is your camera from your Wi-Fi router? Also, what's the status light of your camera?
Thanks,
Archie
08-28-2022 03:31 PM
Hi yoMT,
How's it going with your Nest Cam Battery? Still need our help?
Regards,
JT
08-28-2022 10:40 PM
Still won’t setup. I’m about to return them as I’ve only had them for a few weeks. Any last ditch suggestions?
08-29-2022 07:45 PM
Hi yoMT,
Thanks for your efforts. Don't give up on us yet. We'd like to further check on this. What's the status light of your camera? Do you have another mobile device (Android or iPhone)? Have you tried pairing your camera to another mobile device? What WiFi frequency band do you try to connect to (2.4 GHz or 5 GHz)? Also, how far is your camera from the router?
Give these steps a try:
Let me know how it goes.
Thanks
JT
08-29-2022 08:27 PM
Just tried on another iPhone and it didn’t work. The camera is about 3ft from the router, I rebooted and reinstalled the google home app. Bluetooth is on. The light on the camera is pulsing blue. It never asks me to connect to the WiFi. The camera was previously connected to the 5ghz portion of the WiFi.
08-30-2022 07:21 PM
Hi yoMT,
Got it, thanks for your efforts. Let's dig deeper into this. Great troubleshooting so far, you can also give these steps a try:
Let me know how it goes.
Best,
JT
09-03-2022 06:04 PM
Hi yoMT,
It's me again. I want to make sure you're all good — how did the steps go?
Regards,
JT
09-04-2022 06:38 PM
Hi there,
Just wanted to jump in here to make sure that you saw my response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.
Best,
JT
08-19-2022 08:25 PM
I'm having the same issue but after installing a new xFi modem. Other google devices seem to work fine (chromecast). I've manually reset the camera a few times and tried restarting the app etc. I can get through the process until it's trying to connect to the device near the end and it stalls then fails.