Nest Camera first generation not finding any wifi after factory reset.

[andyn82]

Hi, 

We have recently changed our SSID to the wifi and as a result the cameras (first generation) all came off line. I followed the steps to factory reset the cameras by removing them from then nest app. However at this point I wasnt awear that the camera had to be operational when I removed it from the account. Im assuming this is where it all went wrong.

I then tried to add them back to the account however now the cameras cant seem to find any wifi and instead I get presented with a c error. Does anyone have some suggestions how I can resolve this issue. Im assuming that the factory reset hasnt been fully completed which is why im stuck in this position. 

Things I have tried include:

Trying to connect the camera to both the 2 and 5 ghz channels

Moving the camera next to the router.

Setting up a hotspot on my phone.

Turning off all firewalls (not recommended I know and have since turned them back on)

Tried entering the SSID details manually 

The results of all the above were the same where by the camera can not find any wifi networks to connect to, even though I know there are quiet a few in the nearby area.

Any Suggestions would be much appreciated. 

Thanks

Andy

[EmersonB]

Hi andyn82,

Thanks for reaching out here in the Community. To know more about this issue, I’d like to confirm, what is the light status of it? Specifically, what is the C error you received? Try restarting your Nest Camera and try adding it again. 

Let us know how it goes.

Regards,

Emerson

[andyn82]

Hi Emerson, 

The c error that I receive is C309-502. The camera does have power and light does come on. Iv even tried setting the camera up using the mobile app where you need to enter the 6 digits first and then select the serial number on the next screen however at this stage no serial numbers appear, as shown in the picture below. 

Any suggestions would be greatly appreciated. 

Thanks

Andy

[EmersonB]

Hello andyn82,

I appreciate your update. That code means the app is having trouble connecting to your Nest Camera.

Give these steps a try:

1. Exit the Nest app.
2. Use the instructions in this article to restart your Nest Camera.
3. Make sure that your phone’s Wi-Fi is turned on, and that it’s connected to the same Wi-Fi network that you want to use for your Nest Camera.
4. Try to set up your Nest Camera again on your phone.
5. If the help code still appears, and you’re using the app on a phone, reboot your device and check if that fixes the issue.

Let us know how it goes.

Best,

Emerson

[andyn82]

Hi Emerson, 

Thanks for the suggestion. 1st generation cameras dont have a factory reset button and so all that is needed is to remove them from your nest account which I did. When trying to add them back using the mobile app I went through the steps but unfortunately have encountered the same issue where after entering the 6 digits no serial numbers appear on the next screen. The screen I got is the same above. I also left it like this for 30 minutes to see if the serial numbers would appear but didnt. 

Any other suggestions?

Thanks

Andy

[EmersonB]

Hey andyn82,

I appreciate your efforts to give this information. I just wanted to make sure, which 1st gen Nest Camera do you have? Do you have the IQ's Nest Cam or the Indoor and Outdoor? It's for us to properly check the meaning of the light status of it. 

To learn more, you may visit our public article about "Nest camera and doorbell lights and sounds".

Thanks,

Emerson

[andyn82]

Hi Emerson, 

Its a wired outdoor camera.

Thanks

Andy

[EmersonB]

Hi andyn82,

Please share the colour of the light of your Nest Camera. Also, try reinstalling your Nest app and let us know your update.

Regards,

Emerson