Nest Cam do not connect to WiFi

[XavierGCocu]

Hello,

One of my Nest Cam (battery model but wired because installed indoor) disconnected, and I can't add it anymore on Google Home. I tried several things: restart router, reset camera, restart phone, move closer to the router. The light on the camera is never lighted blue (remain white, flashing slowly). Nothing changed on my wifi network, and 2 other cameras are still working. Could the camera itself have a wifi problem?

Thank you

[MplsCustomer · Accepted solution]

@XavierGCocu 

A pulsing white light could mean:

"Starting up"
"Successfully connected"
"Software update"
"Charging"

https://support.google.com/googlenest/answer/9268073?hl=en&sjid=10286147462372743600-NC#zippy=%2Cgoo...

None of those seem to make sense in your situation.

Are you sure you did a Factory Reset (12 seconds until you get a steady solid yellow light), and not a Restart?

https://support.google.com/googlenest/answer/9252162?hl=en&sjid=10286147462372743600-NC#zippy=%2Cnes...

If you can't resolve it, you could try contacting Support, using the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[XavierGCocu]

Hello and thank you for your reply.

I did a 12 sec reset and got a yellow light during a few seconds. It didn't change anything to the final result.

[XavierGCocu]

How can I return the device ? It is still under warranty (because bought in the same time as 2 other cameras) but  it does not appear in the warranty claim tool, as the device is not active anymore (I can't reconnect it).

Thank you

 

[MplsCustomer]

@XavierGCocu 

The only way I know of is to contact Support. You can reach them using the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[EdmondB]

Hello XavierGCocu,

Just wanted to check in and see if you tried out the step that MplsCustomer shared with you. Did everything work out okay? If you need any more help, just let me know. 

Thanks for the help, @MplsCustomer.

Best,
Edmond

[XavierGCocu]

Hello, I tried and the problem is not solved 😞

Thank you 

[EdmondB]

Hi there, 

I'm sorry to hear your Nest camera isn't working out for you. We'd love to help you out with this. Could you please fill out this form? Once you're done, just let me know.

Regards,
Edmond

[EmersonB]

Hi everyone,

@XavierGCocu, we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. 

I appreciate the help, MplsCustomer and Edmond.

Regards,

Emerson

[XavierGCocu]

Hello Emerson,

Days are passing and I'm still in trouble with the Nest Cam. Would your team be able to help me further, as you suggested?

Thank you, regards

[EdmondB]

Hi XavierGCocu, 

I'm gonna reach out to our support team about your issue and keep you in the loop with updates.

Regards,
Edmond

[EdmondB]

Hey there, 

It looks like one of our support team members already sent you an email about this. If you need more help, just reply to that email and we'll keep the conversation going there.

Cheers,
Edmond