Nest Cam 2nd Gen Can't finish Setup -Down loading Update 0%

[Jcbioteck]

Problem.

Device connects to Wi-Fi after factory restart. However, the app monitoring the download update only registers 0%.  The app times out and terminates the download displaying the following error message:  "There may be a problem" Something may have gone wrong during setup. You may have to restart your device.  EXIT Setup. 

Resolution Pathway. 

A. The default process has been initiated several times resulting in the same result: 

• Add device to current home with Nest Hub Max
• Follow the install procedure provided by Google Home
• Encounter setup failure

B.  An alternative process provided via the community was initiated resulting in the same result:

• In tandem with Factor Reset of Nest Cam 2nd Gen camera
• Add device to new home using Nest app
• Follow the install procedure 
• After several light changes (yellow to blue) and hand-off to Google Home
• Encounter setup failure

Is it Time for a Google Service Rep to Step-in?

I have invested several hours over four days to this endeavor without success.  Is it time to return the product and get a refund?

Please advise...

[janthadeus]

Hi Jcbioteck,
 

I appreciate you sharing the troubleshooting path you’ve taken so far. No worries, we’ll sort this out — a few questions: what’s the error message you’ve encountered during the setup? How far is the camera from the router? What WiFi frequency band do you try to connect to (2.4 GHz or 5 GHz)? Also, were there any changes to your Wi-Fi network?

Going over the steps here might help:
 

1. Make sure Bluetooth is on. Turn Bluetooth off, then back on to refresh the connection.
2. Close all the apps running in the background of your phone, reopen the Google Home app then try adding it again.
3. Bring your phone closer to the camera within 10 to 12 inches during pairing setup.
4. Restart your phone, turn it off for 60 seconds then turn it on.
5. Put your mobile device on airplane mode, then turn on Bluetooth and WiFi.
6. Turn off your cellular data while you connected to the Wi-Fi.
7. Restart your modem or router, unplug it from the power outlet, wait for 1 to 2 minutes. Then, plug it back in.
8. Try a different mobile device.
9. If all else fails, factory reset your camera. Please read the instructions carefully on how to factory reset your camera. When the light pulses blue, it means your camera is ready to be connected to your Google Home app.

Let me know how it goes.

Thanks,

JT

[aatienza]

Hey there,

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. 
 

I appreciate the help, JT.

Thanks,

Archie

[janthadeus]

Hello there,

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 for chiming in, Archie.

Best,

JT