Nest Camera C119 all of a sudden but no wifi issues

[Stephy85]

My camera was working just fine and then started showing as offline.  I tried logging it back on to the wifi but it's repeatedly showing C119 error.  There are no connectivity issues with any other devices, the modem and camera are in the same places they have always been.  When the camera is searching the the internet connection, usually the green light flashes but there is no flashing any more and then the C119 error appears.  

I've tried:

- uninstalling the nest app and reinstalling

- resetting modem

- plugging the camera into the computer via USB, but no Nest icon pops up for me to continue with setup

Any advice welcome please - is it salvagable?

Cheers

Steph

[Brad]

Hi there, 

Thanks for bringing up the concern you're having. I'd love to look into this for you. These errors mean Nest Cam couldn’t connect to the Wi-Fi network you selected. There are a few things that could cause this to happen. Try the following suggestions.

1. Quit the Nest app
2. Unplug your modem and router. You may have one device that’s a combination modem/router, or they may be separate devices. If they’re separate devices, unplug both.
3. Wait for 30 seconds, then plug your modem and router back in.
4. Your modem and router will start. Wait a couple of minutes or until a steady power and connection lights appear. It may also have a quickly flashing data light on the device(s).
5. Check that your home Wi-Fi network is connected to the internet and the connection is working as expected. If other devices can’t connect to the internet, you’ll need to contact your internet service provider to restore service.

• On a computer

Use a computer to visit a web page like https://goo.gle/2K5DhQB and make sure it loads properly.

On a phone

Turn on Airplane Mode on your phone, then turn on Wi-Fi on your device while Airplane Mode is on.

Allow your device to connect to the home Wi-Fi network, then try to visit a web page like https://goo.gle/2K5DhQB to check if it loads properly.

When you’re done testing, turn Airplane Mode off.

1. Unplug your camera. Wait 10 seconds, then plug it back in.
2. Make sure your phone’s Wi-Fi is turned on, and that it’s connected to the same Wi-Fi network.
3. Open the app again and set up your Nest Cam on your phone (or on your computer).

Best regards, 
Brad

[Stephy85]

Hi Brad

I mentioned in my original post that I'd tried resetting the modem and that it has no connectivity issues with any other device throughout the home.  

I also mentioned it is not possible to set up with a computer as when I plug the USB in, no Nest icon appears as per the instructions and so I can't go any further from here. 

Is there any other advice outside of this? 

Thanks so much 
Steph

[Brad]

@Stephy85 

Lets have you reach out to support for further assistance. Please fill out this form, and a higher tier of support will reach out to you with next steps. 

Best regards,

Brad

[Brad]

Hi there, 

Let me know if you need anything from me, but I wanted to thank you for filling out the support form. It has been received, and you should hear back from support soon if you haven't yet. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[Stephy85]

Thanks, Brad

I have filled out the form but heard nothing since then.  Still without the operable camera. 

Not sure what I should do from here? 

Thanks 
Steph

[Jenelyn_O]

Hi there,

I'm sorry for the delay. I just want to check if you still need assistance. Please let me know, as I'll be willing to assist you further.

I appreciate your help, Brad.

Best,

Jenelyn

[Jenelyn_O]

Hi Stephy85,

I wanted to follow up if you still need help. Please let me know if you’re still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,

Jenelyn

[EmersonB]

Hello everyone,

@Stephy85, just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, we would be happy to keep it open. If there's more we can do, just let us know.

I appreciate the help, Brad and Jenelyn.
  
Regards,
Emerson

[Stephy85]

God where do I start? I went though all the support chats then had to send it in and had a replacement device sent but a more modern device was sent that didn't work and needed a different cable.

We have troubleshooted that one too and it's not working so they're asking me to send that one back before they will send a new one.

Total joke. I've been without the device now for months and for the minimal cost to Google, to still expect me to send this latest error back before sending me my replacement is shocking

[EmersonB]

Hi Stephy85,

We appreciate you sharing this information. We know where you're coming from and this is not the experience we want you to have. Could you tell us your case ID so that we can take a closer look into this? Looking forward to your response.
 

Regards,

Emerson

[Juni]

Hi there,

I just wanted to follow up to see if you still need our help. Please let us know, as we would be happy to answer any questions you may have.
 

Thanks,

Juni

[Juni]

Hello there,
 

Just checking in to make sure that you saw our responses. I'll be locking this thread if we don't hear back from you again in 24 hours. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Best,

Juni