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Nest Cam Wired Indoor - Stuck on Choose last 4 digits of serial number

Bmarte
Community Member

Have tried setting up new Nest Cam Indoor device using  entering six digit code manually, because QR code was thrown away with box after mounting in first home. Each time I get as far as the page that says 'Choose the last 4 digits of your camera's serial number' - but cannot get any further. Status of the camera is green dosent show any other color cannot add the device to NEST app at all only to google home.

The camera is approx 5 feet from the router and I have no reason the belive that anything is faulty within the wifi system itself.

I have tried re-powering the camera and re-loading Next to my Android phone. Factoring resetting the camera.No progress.

Any suggestions please? I am in the middle of converting my whole home from Alexa to Google so this is pretty disappointing, especially since I am paying for Nest Aware.

2 Recommended AnswerS

jh86
Community Member

@Bmarte it didn't sound like there was a solution. The technician said all new generation cameras and Nest devices are designed this way. Going forward everything will be on the Google Home app sadly. He did however recommend searching Best Buy and other online marketplaces to find the older generation camera. I returned my new Nest Camera and found an older generation locally which easily added to the Nest app, so all good now.

View Recommended Answer in original post

KiiFromGoogle
Community Manager (Admin)
Community Manager (Admin)

Apologies for any confusion, all! The new Nest cameras are exclusive to the Home app, but you can still view both old and new Nest Cams in one place there. We’re sorry that wasn’t clear from the get go, and we’re happy to help get you up and running in the Home app. 

 

Our long term plan is to make the Google Home app the one place you can control all of your favorite Nest and other smart home devices, but we’ve heard here in the community that the Home app needs some improvements to make the camera experience more seamless. Subscribe to our community blog for updates. 

View Recommended Answer in original post

19 REPLIES 19

ytares1212
Community Member

SAME here....cannot go further. has your one been fixed yet?

Bmarte
Community Member

Nope no fix, no response from Nest or Google support.

KAF
Community Member

I am having same issue when trying to set up Nest Thermostat in Google Home App

KAF
Community Member

I'm trying to set up a nest thermostat using the Google home app and also cannot see any place to enter last 4 digits of serial number on screen. 

jh86
Community Member

Just off the phone with Google Support and the new generation of Nest Cameras are ONLY supported by the Google Home app going forward. No current generation Nest cameras are supported by the Nest App.

Bmarte
Community Member

@jh86 thanks for sharing this. I guess I have to contact support as well, because if you pay for Nest Aware I should be getting the same coverage on that camera seeing as it was purchased this year. Otherwise, it is a mispromotion on their end.

Brad
Community Specialist
Community Specialist

Hey folks,

 

If all of your devices are connected to the same account/email, then your Nest Aware should be covering all of them. Regardless if they are in the Nest App or the Google Home App. Now, depending on your Nest Aware plan, will depend on events. When it comes to the Serial Number, you should still have the Serial Number on the back of your devices, or under the mounting hardware. Please let me know if you need further assistance.

 

Best Regards,

Brad.

Bmarte
Community Member

Hi Brad,

 

Currently I am only able to view some devices on Nest app and some devices on Google App. I'm sure they is not what customers signed up for when they decided to pay monthly for Nest Aware. This is absolutely unintuitive to use these products and pay for this service.

 

If you would like further information please let me know.

Bmarte
Community Member

Additionally the issue that is persistent and common to all members that are replying to this forum is the functionality that does not seem to work with Nest as a partnering service. If you could opine on a solution there that would be great, as we all appear stuck on a particular step in the new product adding process.

 

Thanks looking forward to a response!

jh86
Community Member

@Bmarte it didn't sound like there was a solution. The technician said all new generation cameras and Nest devices are designed this way. Going forward everything will be on the Google Home app sadly. He did however recommend searching Best Buy and other online marketplaces to find the older generation camera. I returned my new Nest Camera and found an older generation locally which easily added to the Nest app, so all good now.

Bmarte
Community Member

Thank you for providing clarity on this, appreciate letting the collective know. Will need to reconsidering using Google/Nest as my smart home platform if these issues persist.

Brad
Community Specialist
Community Specialist

Hey Folks.

 

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

 

Best Regards,

Brad.

Brad
Community Specialist
Community Specialist

Hey folks,

 

Thank you for your feedback on this issue, I fully understand the frustrations of not having your new Nest Cams in the Nest App. I can imagine having to use two different apps at the moment is quite daunting, and could lead to frustration. 

 

However, the new Nest cameras and doorbell are exclusive to the Home app because we wanted to create an integrated experience with your speakers and displays. A Nest Aware subscription applies to all of your cameras, speakers, and displays in the same home structure. Thank you for your continued patience, and support. I am more than happy to assist you further with this inquiry if you wish. Please let me know.

 

Best Regards,

Brad.

Ebl333
Community Member

Same here. Can’t continue setup as a result.  Must be a firmware problem.  

Fist
Community Member

And add another to list, same issue. Just got it today and that's where it is stuck. Never shows a list to choose last four of serial number from.

Fishwish
Community Member

We moved into a home with a nest ring and it is also stuck at the point of listing serial numbers.  We have tried the google home app but it tells us to use the nest app.  Stuck and confused!

Brad
Community Specialist
Community Specialist

Hi there,

 

Just checking in to see if you still need assistance with this issue. If so, please let me know and I would love to look into this further for you!

 

Best Regards,

Brad.

Fishwish
Community Member

I was able to add the hello once I did a factory reset.  Thanks for asking!

KiiFromGoogle
Community Manager (Admin)
Community Manager (Admin)

Apologies for any confusion, all! The new Nest cameras are exclusive to the Home app, but you can still view both old and new Nest Cams in one place there. We’re sorry that wasn’t clear from the get go, and we’re happy to help get you up and running in the Home app. 

 

Our long term plan is to make the Google Home app the one place you can control all of your favorite Nest and other smart home devices, but we’ve heard here in the community that the Home app needs some improvements to make the camera experience more seamless. Subscribe to our community blog for updates.