Nest Cam Outdoor Offline and Factory Reset fails

[ADubya]

I am having the same issues as other's in the community.  My Outdoor Nest Cam went randomly offline with a full charge.  I brought it inside and did a Reset by holding down the button for 5 seconds.  The light turns White... then Green... then off... and never re-connects.  I then removed the camera from the Home App and attempted a Factory Reset.  This process fails.  No matter how long I hold the reset button, the light turns white after 5 seconds, then green after a while, then off.  No Tones, No yellow lights, no Blue lights.

I just have a camera on my desk that doesn't do anything except a light that turns white, then green, then off.

I have tried different cords and outlets and plugs.  I have tried with the camera plugged in and unplugged.  I have left it plugged in over night.  Nothing makes a difference.

Please advise if there are other steps to try or if my camera has become a paperweight.  Thank you

[mejiacruz · Accepted solution]

Hi @ADubya 

I'm really sorry that you are having this type of issues with your Outdoor Nest Camera. I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

All the best,

Josh

[mejiacruz · Accepted solution]

Hi @ADubya 

I'm really sorry that you are having this type of issues with your Outdoor Nest Camera. I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

All the best,

Josh

[ADubya]

Thank you... I have submitted my information on that link

[ADubya]

Just checking in... I have submitted the form and have not received any further support yet on this issue

[ByronP]

Hi folks,

Thank you for posting. Sorry for the inconvenience of the Nest Cam Outdoor.

We are still working to get the dedicated team to reach out to you. I appreciate your patience on this.

Regards,

Byron

[ByronP]

Hi folks,

Thank you for posting. I am really sorry for the inconvenience of your camera being offline, @Jflo1969. There is a good article you can check out to fix the problem with your camera: Fix Nest camera or doorbell Wi-Fi connection issues.

It still doesn't work. You can fill out this form, and our team will reach out to you soon for further assistance.

I hope this helps.

Regards,

Byron

[galbebronis]

I filled out the form last week and no one ever gets back to you. Seems like the form is a waste of time. 

[galbebronis]

I filled out the form too last week and no one ever gets back to you. I don’t think Google support service exists. The outdoor camera is done, a few months outside warranty. They just want you to buy a new camera. That is why they never get back to you with support. 

[EmptyNester · Accepted solution]

Hmmmmm, here is the actual google instructions for doing both a RESTART and a full FACTORY RESET.   You are correct in REMOVING it from the app firsts.  Also,  you may need to hold it longer than 5 seconds for the full reset.

Here is the link and hopefully there is something here that will help.  Let me  know if this works

https://support.google.com/googlenest/answer/9252162#factory-reset

[ADubya]

Thank you... I have held the button for as long as 90 seconds and the lights only cycle between white... then green... then off.  I am unable to perform the factory reset as described in the instructions.

[galbebronis]

I have this very same problem. I called goggle support and they say there is nothing they can do. They say their warranty is only one year. I am only few months over. Wondering if all my cameras will have such a short lifespan. Probably should stop paying the yearly fee but I had bought a bunch of cameras. Did they ever resolve this issue for u? Goggle won’t even sell me a discounted camera. Very bad customer service. 

[Jflo1969]

I have the same problem as ADubya. 

ADubya, has your problem been resolved?

Thank you. 

[ADubya]

No my issue has still not been resolved nor has anyone from Google or Nest support contacted me, even after filling out the form.

[galbebronis]

Same here.  I have same problem as u. Seems that camera just died and can’t be reset. I filled out form too and no one from Google ever contacted. No customer service whatsoever. Buyer beware. 

[ADubya]

Just checking in... is the official reply that the camera is dead and its just a paperweight now?  It's unfortunate that the camera just disconnected one day and bricked itself.  I have tried all of the potential fixes and none work.  If I had to guess, the camera was updating itself and something happened and now it is a fancy paperweight.

[MplsCustomer]

@ByronP, I'm just another Google Nest customer, but 4 weeks ago you told @ADubya that "We are still working to get the dedicated team to reach out to you." When is that "dedicated team" going to reach out?