cancel
Showing results for 
Search instead for 
Did you mean: 

Nest Cam Battery will not connect to network

BrendanRogers
Community Member

I have multiple Nest devices, and never had a problem with setup on my network. i have tried to setup 2x Brand new Nest Cam Battery Cameras and go through all the steps. When I get to the 'connecting' step, I keep getting an error that it can't connect. I've tried resetting my wifi, resetting the device, restarting my phone, factory resetting the camera... and absolutely nothing. 

The error keeps telling me to move it closer to other nest devices, which I have, and still nothing. I'm at my wits end. I don't know what else to try.

1 ACCEPTED SOLUTION

MplsCustomer
Bronze
Bronze

@BrendanRogers 

It seems like more than a few customers are having difficulty installing new Google Nest cameras and doorbells and other devices. We did NOT have the problem when we added a new Google Nest Battery Camera in September 2021, but there are over 150 replies from customers on this long thread about not being able to connect to an "assisting device":

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/quot-Can-t-connect-to-assisting-device-...

Customers have suggested multiple solutions--some pretty disruptive and time-consuming, like removing all of their Google Nest devices--and some solutions have worked for some customers but not for others. Google Nest Support says they're still researching the issue.

The least painful solution I've seen posted, which worked for some, is to temporarily turn your installed working cameras off (in the Google Home app, by clicking "More" on the camera feed and turning the camera off at the bottom of the screen, or in the Google Nest app by turning the camera off under Settings. It seems to work for some.

Another not-so-painful suggestion is making sure Bluetooth is turned on on your mobile device. Still others have suggested putting your phone in airplane mode temporarily and then turning Bluetooth and WiFi on.

Like I said, it hasn't happened to us, so I can't recommend a solution.  I just thought I'd pass on a couple of the least-disruptive suggestions, since Google Nest Support continues to not respond.

View solution in original post

9 REPLIES 9

MplsCustomer
Bronze
Bronze

@BrendanRogers 

It seems like more than a few customers are having difficulty installing new Google Nest cameras and doorbells and other devices. We did NOT have the problem when we added a new Google Nest Battery Camera in September 2021, but there are over 150 replies from customers on this long thread about not being able to connect to an "assisting device":

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/quot-Can-t-connect-to-assisting-device-...

Customers have suggested multiple solutions--some pretty disruptive and time-consuming, like removing all of their Google Nest devices--and some solutions have worked for some customers but not for others. Google Nest Support says they're still researching the issue.

The least painful solution I've seen posted, which worked for some, is to temporarily turn your installed working cameras off (in the Google Home app, by clicking "More" on the camera feed and turning the camera off at the bottom of the screen, or in the Google Nest app by turning the camera off under Settings. It seems to work for some.

Another not-so-painful suggestion is making sure Bluetooth is turned on on your mobile device. Still others have suggested putting your phone in airplane mode temporarily and then turning Bluetooth and WiFi on.

Like I said, it hasn't happened to us, so I can't recommend a solution.  I just thought I'd pass on a couple of the least-disruptive suggestions, since Google Nest Support continues to not respond.

Thank you. I removed all my other nest devices, and then went through the install process again... Worked. I had to then reinstall all my other devices again. What a dumb situation.

 

JayPostones
Community Member

Same issue here. I have a Nest doorbell, working fine, and bought a 2-pack of cameras. One of them connected fine. The second tried, and fail,s to 'connect to assisting device'. Can't find a working solution other than setting up a second 'home', which frankly is ridiculous. How is this a Google product? 

Hey. See above. I uninstalled all my other Google/nest devices and restarted the install process for the cameras. Before this, I also toggled airplane mode on/off. The cameras finally installed. I then had to go and reinstall all my other devices. Pain in the ass.

I managed to get it to work too. Brought the other camera back inside and removed it from my Google 'home' then set up the 2nd cam, re-set up the first and it seems to work. Such a stupid thing to need to do though. It's Google... it shouldn't be this crappy.

Agreed - this seems like a simple fix Google should have spotted. I imagine a lot of cameras get sent back by folks who get stuck at this step. I'd like to think I'm reasonably tech-savvy, and I was ready to give up before finding this thread.

I'm in the same boat you were, except your solution hasn't worked. Hopefully I get a response soon as to the next step. Struggling to see why this is such a difficult thing, especially coming from google

Brad
Community Specialist
Community Specialist

Hi there, 

 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I definitely understand how frustrating your situation must be, and I wanted to make sure that your concern was acknowledged. I would suggest that you reach out to Support for further assistance. Click through the options once filled out, and then click next and it should give you a phone number to call, or the option to chat with support. 

 

Best Regards, 

Brad.

JamieC
Community Member

has anyone found a number to call to for help on this?