Nest Cam Outdoor continuously going offline

[AlexRolfe]

My outdoor cam is regularly going offline for long periods. 

When I first bought the cam it was connected to my main router via wifi. I had regular connection issues, so now have a wifi extender which has halved the distance between the camera and the extender (distance is less than 15ft). 

The camera goes offline at least twice a day for long periods. The wifi speed is above 40mbps for the majority of the time.  What is the fix for this issue, as currently the camera is largely useless as it is offline for so long?

[orange_g]

Waiting for a response too...this is obnixious!

[Brad]

Hi there, 

I apologize for my late response. Thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be. I just wanted to make sure that your issue is addressed. 

• Do you still need help with this issue?
• What other troubleshooting steps have you done thus far?

Please let me know if you need further assistance. 

Best Regards, 

Brad.

[AlexRolfe]

Hi Brad, yes I do still need help. 

I moved the wifi repeater even closer; it is now within 5 feet of the camera. This mostly solved the issue, but it still goes offline every so often. Surely this shouldn’t still be happening?

[AlexRolfe]

In fact, it’s ridiculous that it continues to happen. It has a steady power supple and steady wifi, and I have tried multiple times to reconnect to the wifi to ensure it’s connected to the correct network. 

[Brad]

@AkexRolfe

Are you sure that you have a strong, wifi connection? Most of the time if a camera continues to disconnect, it is because the connection is fairly poor. The closer the camera is to your wifi the better. I can see that you have an Extender now, which could help! Distance of 15ft or less is good. Have you tried to restart or Factory Reset your camera? Learn how here.

Best REgards,

Brad. 

[AlexRolfe]

Hi Brad,

The connection is strong, and as mentioned the wifi extender is now within 5 feet of the camera. I have done multiple reconnections of the camera to the wifi network and it now works for a while and then still disconnects again at irregular intervals and for random periods of time. 

[Brad]

@AlexRolfe

Do you happen to know if the device is getting enough power then? How long have you had this camera for?

Best Regards,

Brad.

[AlexRolfe]

Have had the device for about 7 months. It’s plugged directly in to an outdoor socket that doesn’t power anything else

[AlexRolfe]

The frequency with which it goes offline has picked up again. It’s happening almost daily. With decent power and wifi there is clearly an issue

[Brad]

@AlexRolfe

Have you attempted to contact support about looking into a Warranty replacement? I think your device must be defective somehow. 

Best Regards,

Brad.

[AlexRolfe]

I haven’t yet. Do you have the details of the best people to contact? Thanks

[Brad]

Hey there,

Thank you for your patience. I have submitted the Request for a Replacement, and here is your Case Id: 1-2475000031643

Please note: once I have submitted your replacement request, I will be locking this post.

Best Regards,

Brad.

[JZ]

I have the same issue, actually I have two, one just get back to line after 10 minutes, the other one go offline, then just keeps again and again, interesting thing is that the doorbell next to one of them work perfectly.