Nest Cam Hardwired says Empty Battery/Device Offline

[Danielle3]

My outdoor Nest w/floodlight is hardwired. I’ve had it installed for at least three years. I don’t live in freezing temps. It has suddenly gone “Device Offline/Empty Battery”.  Tells me to charge it. It’s hardwired. I’ve never had to charge it. Breakers are good. Wiring is good. Camera clean. I updated my mobile software as well as the Google app. I’ve tried pushing the tiny restart button. Nothing is happening. No power to it. I also have ADT Smart Home that is linked to it(no cameras, though). Thoughts? Should I try unlinking? If I remove the Google Nest from my app/account, how can it be added back if it doesn’t have a charge? Scared to do that. 

[Eindra]

It just happened to mine. Is the battery going bad?

[Danielle3]

I have no idea. I don’t recall getting a notification that it was on the brink of going bad. 

[DeboraJ]

Hi @Danielle3,

Thank you for reaching out to the community! I'm sorry to hear that your Nest Cam with Floodlight is showing an error message indicating a low battery or offline status. Thank you for mentioning that you've already tried some troubleshooting steps; that's very helpful! Let me assist you with this.

Before we continue, I need to gather some information:

• How long did you press and hold the restart button?
• What is the current status of the LED light on your Nest Cam with Floodlight? 
• Where was your Nest Cam with Floodlight purchased?
• Have you noticed any power outages in your area recently?

Once you provide this information, I will be more than ready to assist you.

Best regards,

Debora

[Danielle3]

Hi, I held the reset button down as long as it was recommended. The light is not on. It says offline and will not allow me to turn it on. The entire device is offline. I believe we purchased it through Goggle or with our ADT. We definitely didn’t purchase it in store or through Amazon or anything and it was professionally hardwired. No power outages recently. All breakers have been checked.

[DeboraJ]

Hi @Danielle3

Thanks for the information! I appreciate it. Let's try some additional troubleshooting. Please only continue if you're comfortable, as this will require disconnecting your device for a short time, and it might be in a high location. So, let's check:

• Could you please disconnect the floodlight from its power source? You can do this either by unplugging it or by switching off the power at the circuit breaker.
• Next, please clean the pogo connector and the socket that connects the floodlight and the camera.
• After that, wait for at least 20 seconds, and up to a minute.
• Then, reconnect the power to the floodlight.
• The floodlight should light up for approximately 30 seconds, confirming that it is operational.

After this, you might see an LED light or your device might return online. If not, please let me know the results so I can provide further instructions.

Best regards,

Debora