Nest Cam 2nd Gen Indoor Wired Skipping Setup and Not connecting

[KyleMadLaw]

2 out of 5 cameras went offline after a power outage and have attempted to reconnect every way possible including factory reset. The 2 cameras connect to wifi but skip the rest of the setup steps and goes straight to 'Finishing Up' but then says 'Something went wrong.' Have tried several times on both cameras and no fixes. This method of troubleshooting and unreliability (I have had to factory reset several times in the last few month since purchase) I find totally unacceptable from a company with the resources of google. The UI design for google home is terrible and the lack of manual settings makes what should be a simple fix a complicated endeavor.  Google Nest is a much better app and my older 1st gens work all the time. 

[Brad]

Hey there,

I am terribly sorry to hear that you're having this issue with your Nest camera! I'm sure it's frustrating but I'm happy to look into this and see how we can help out.

The first troubleshooting step that I'd recommend would be to Restart your device. By doing this, it should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.

Best regards,
Brad

[KyleMadLaw]

Hey Brad,

I have already tried the restart as well as factory reset several times. I also have a google Nest Protect that is having the same issues. All were working fine and then would not connect no matter what I do.  There is no way to manually trouble shoot these devices so not sure what else to do at this point. Any other suggestions based on this information?

[Brad]

@KyleMadLaw

Do you have any other Nest or Google devices like a thermostat that it is trying to connect too? I have heard that if this is the case, removing the camera and setting it up on a new Home has worked for many others I have seen. Not sure if that is the route you want to go, but until this bug is resolved, that would be the workaround that has worked for other users.

Best regards,

Brad

[Brad]

Hi there,

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread.

Best regard,
Brad

[KyleMadLaw]

I was able to connect the two cameras under a new home.  The google nest protect wouldn't work because it needs the thermostat which is under a different home. It seems that despite removing the cameras from the old home and doing a factory reset, there is still some residual information being kept that prevents it from being set up correctly. 

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow up questions or comments.

Best regards,
Brad

[KyleMadLaw]

One of the cameras is working but the other stopped staying connected and will not reconnect to the additional home or a new home I made. Any suggestions? 

[Brad]

@KyleMadLaw

Have you tried to Factory Reset the cam that isn't working? It sounds like that could help you out.

Best regards,

Brad

[KyleMadLaw]

Yes that is the first thing I tried as it has been the only way the other cameras have been able to connect. Anything else? 

[Brad]

@KyleMadLaw

It's too bad that the restart didn't work for you! Are you using a Nest Connect by chance? If so, give that a restart as well. If you do not have one, that's totally fine. Have you tried to switch your wifi channels around from 2.5ghz to 5ghz if applicable?

Best regards,

Brad