Nest Camera Power problems

[Andyb63uk]

I keep getting an offline message, maybe once or twice a week. Thought it was a WiFi problem but but find that I need to unplug the power and plug it back in.

I've tried another power supply and get the same thing.

The cam is in my garage, as is my WiFi booster, but I haven't suffered any WiFi dropout from any other things connected to it.

[gmelanymelissa]

Hi @Andyb63uk,

Thanks for posting here in the community. I'm sorry to hear you are experiencing power inconvenience with your Nest camera. Help's here!

To better understand the situation, I'd like to ask a few questions:

• What kind of Nest camera do you have?
• Is your Nest camera 1Gen or 2Gen?
• Has there been any recent power outage in the area?
• Are you using the USB cable and adapter that shipped with the camera?
• Is the Nest Cam cable securely connected to the power adapter?
• Are there any kinks or frays in the cable? 

Keep me posted.

Best regards, 

Melany

[Andyb63uk]

Hi and thanks for getting back to me.

It's a 2nd gen.

No power outages.

Cable and PSU as supplied.

Connected securely and no kinks.

As stated, I have tried another PSU and get the same intermittent power off.

[gmelanymelissa]

Hi @Andyb63uk,

Thanks for the follow-up. 

I need to gather some information:

• What's the model of your Nest Camera?
• What is the status LED light on your Nest camera?
• Is your camera connected to network but offline?

Keep me posted. I'm happy to help.

Best regards,

Melany

[Andyb63uk]

Device information  

Name Garage camera  

Home Home  

Room Garage  

Open-source licences  

Technical information Model: Nest Cam (wired) Device ID: XXXXXXXXXXXXXXXX Serial no.: XXXXXXXXXXXXXX Software version: spencer-user 1.73 OPENMASTER 422270 release-keys stable-channel stable-channel IP: XXX.XXX.X.XXX

[gmelanymelissa]

Hi there.

Thanks for the information.

Please try the steps here:

• Wi-Fi network compatibility: Check that the Wi-Fi network is compatible. Refer to this article: Wi-Fi networks that are incompatible or aren’t recommended.
• Settings on the Wi-Fi: Check our recommended Wi-Fi settings for more detailed configuration options. Refer to Recommended Wi-Fi network and router settings.
• Factory Reset: This action clears your data and deletes the entire video history. Follow these steps to Factory Reset your Nest camera (Wired).
• Set up: The app takes you through the steps. Refer to this article: Set up your Nest Cam (wired).

Let me know how it goes.

Regards, 

Melany

[Andyb63uk]

I have checked and my WiFi is working fine with my 3 nest minis.

When the camera is working, it is working just fine.

As I keep saying, it intermittently powers off and I have to unplug it and plug it back in go get it to work again.

[gmelanymelissa]

Hi @Andyb63uk,

Thanks for the follow-up.

My team would like to learn more about this behavior. When you get a chance, please fill out this form and let me know when you’re finished. We’ll have someone reach out to you via email from there.

Keep me posted.

Regards, 

Melany

[gmelanymelissa]

Hello again!

We haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help!

Keep me posted. 

Best regards,
Melany

[Andyb63uk]

Submitted twice

[gmelanymelissa]

Hi there!

Thank you for submitting your form.

We appreciate you taking the time to share your information with us. A member of our team will be in touch with you via email to assist you further.

Let me know if you have any other questions.

Regards,

Melany