Nest Camera (battery) - doesn't want to connect (anymore)

[baikolio]

since two weeks the Nest camera (battery) stays offline. I tried all the steps including disconnect it from my google home. Now it doesn't want to reconnect. I keep getting the message 'something went wrong'. Both when trying to connect via QR as via the unique numbers on the camera itself. Also tried it on iOS and Android, but same result.

I spoke with customer support. They told me there was a bug on the google server end. Also I've been reading about a software roll-out.  But since my camera is disconnected from my home and therefore from the internet. I'm wondering how my currently offline device is getting the update.. any ideas?

[EmersonB · Accepted solution]

Hello baikolio,

Thanks for reaching out here in the Community and for sharing here all the steps you've done. To know more about this issue, I'd like to confirm, what is the light status of your Nest Camera? How far is it from your Nest Wi-Fi router? When reconnecting your Nest Camera to your Wi-Fi router, it is required to reset it to the factory default. 

To reset:

1. Locate the reset button on the back of your Nest Camera.

• Tip: The reset button on your Nest Camera is located on the back of the camera head.

2. Press and hold the button:

• At 10 seconds, the status light will flash yellow four times, and you’ll hear a countdown tone.
• At 12 seconds, the status light will be steady, solid yellow while the camera starts the factory reset, and you’ll hear a confirmation tone.

3. Release the button. Your Nest Camera will restore to its factory settings.

4. After the factory reset, your Nest Camera will appear as “Offline” in the app until you remove it.

To remove it from the app, open the app, tap on the device, then tap Settings> Remove device > Confirm.
 

Let us know how it goes.

Best, 

Emerson

[baikolio]

Emerson, thank you so much! Before your answer I released the reset button the moment I heard the countdown tone. Based on your suggestion, I held it for another 2 seconds. Then the light turned yellow, then blue. After that I was able to reconnect and update the cam.

To answer your questions in order someone experiences the same issue. The light was white while plugged in. The distance to the wifi router is about 2 meters.

[EmersonB]

Hi baikolio,

We appreciate your update and we're glad that it's resolved now. We’ll consider this one complete so let us know if you have other questions or concerns as I will be locking this after 24 hours. Feel free to start a new thread and we'll be happy to help.
 
Regards, 
Emerson