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Nest Battery cam won't connect to new wifi

ronan13
Community Member

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. 

17 REPLIES 17

Benlau88
Community Member

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 

ronan13
Community Member

Already tried the reset a few times, didn't work. Thanks

aatienza
Community Specialist
Community Specialist

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

aatienza
Community Specialist
Community Specialist

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

aatienza
Community Specialist
Community Specialist

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

yoMT
Community Member

Same issue different equipment below. Any help appreciated Archie.

 

 

aatienza
Community Specialist
Community Specialist

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

yoMT
Community Member

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) 

aatienza
Community Specialist
Community Specialist

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

janthadeus
Community Specialist
Community Specialist

Hi yoMT,

 

How's it going with your Nest Cam Battery? Still need our help?

 

Regards,

JT

yoMT
Community Member

Still won’t setup. I’m about to return them as I’ve only had them for a few weeks. Any last ditch suggestions?

janthadeus
Community Specialist
Community Specialist

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:

 

  1. Close all the apps running in the background for your phone, reopen the Google Home app then try adding it again.
  2. Make sure Bluetooth is on. Toggle the Bluetooth off, then back on to refresh the connection.
  3. Try a different mobile device.
  4. Reboot your phone.
  5. If all else fails, try it on a mobile hotspot.

Let me know how it goes.

 

Thanks

JT 

yoMT
Community Member

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.

janthadeus
Community Specialist
Community Specialist

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:

 

  1. Test with a mobile hotspot. This isolates your home network and can confirm what is likely causing the issue. You will need a second phone to set up the hotspot.
    1. On your first phone, in the Home app, create a test home structure.
    2. On your second phone, turn on a personal hotspot, and then connect your phone to the second phone’s hotspot. Confirm your first phone is connected to the internet.
    3. Factory reset your camera. Confirm your camera’s LED light is pulsing blue.
    4. On your first phone, open the Home app, and then set up the camera in the test home.
    5. Select the hotspot for the camera, and then finish setup.
  2. Factory reset the camera > connect the first phone to the regular WiFi network > add the camera to the test home. If this step fails, try the mobile hotspot again.

Let me know how it goes.

 

Best,

JT

janthadeus
Community Specialist
Community Specialist

Hi yoMT,

 

It's me again. I want to make sure you're all good — how did the steps go?
 

Regards,

JT

janthadeus
Community Specialist
Community Specialist

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

yoMT
Community Member

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.