Nest Camera in/out Battery will not Factory Reset

[joprimo]

Bought this camera 8/22 (less than 2 years old) and last week went "offline" in the Google Home app.

Tried resetting the camera using reset button for 5 seconds but only get white light and cannot reinstall in the app.

Tried factory reset with paper clip for 30+ seconds and get no chime/tones and still white light, then green light for a few seconds.  Still cannot install in the app; get "Something went wrong" error.

I had a very small activity zone setup so that it wasn't always recording.

Anyone else have problems with these battery camera just dying without reason?

[nerys]

Hi joprimo,

Thanks for posting in the community!

I'm so sorry to hear that you are having difficulties reconnecting your camera again to your Google Home app. Don't worry, I'm here to help! Just to get started, I have a few questions that might help me understand what could be causing this situation.

• Do you hear two distinct sounds when performing a factory reset on the camera?
• Is the camera plugged into a power outlet during the reset process?
• Does the camera still appear listed in your Google Home app?

If you have more questions for me, feel free to reply to this post. I'll be happy to assist further. 

Best regards,

Nery.

[joprimo]

• Do you hear two distinct sounds when performing a factory reset on the camera? No tones at all when trying factory reset
• Is the camera plugged into a power outlet during the reset process? Yes
• Does the camera still appear listed in your Google Home app? No, i removed it per the instructions for Factory Reset. Prior to removing it was "offline" for 3 days

I've already tried multiple troubleshooting steps. Can someone just please approve it to be replaced?

[nerys]

Hi joprimo,

Thank you for your reply and for clarifying all the information! 

I understand your frustration. However, before making the decision and checking the data to see if a replacement is possible, we need to exhaust the troubleshooting. But, no worries, here are the last steps we need to follow before proceeding with it.

• Connect the camera to a different power cord and see if it functions properly.
• Plug the camera into a different outlet to rule out potential power source issues.

Once you've finished these steps, please let me know so we can discuss the replacement possibility.

If you have more questions for me, feel free to reply to this post. I'll be happy to assist further. 

Best regards,

Nery.

[joprimo]

Thanks for the reply. Yes, the steps were tried previously also. I connected the camera to the cable of one of my other nest cameras. Same result.Thanks for the reply. Yes, the steps were tried previously also. I connected the camera to the cable of one of my other nest cameras. Same result.

in doing so I’ve used multiple outlets within my home. The result is the same. White light, then green light, then nothing. No blue lights or blinking lights at all.

[nerys]

Hi joprimo,

Thanks for your reply and for sharing these details with me! 

Since we have checked all the details and tried some troubleshooting. My team would like to know more about this behavior. When you get a chance, please fill out this form. Let me know when you’re finished. We’ll have someone reach out to you via email from there.

In the meantime, if you have more questions for me, feel free to reply to this post. I'll be happy to assist further. 

Best regards,

Nery.

[joprimo]

I’ve already done that and they refused to help or support a replacement. 

i’m done with Google cameras and will be insuring through social media that people are aware of how crappy these are.

[nerys]

Hi joprimo,

I truly understand your frustration about your past customer experience. However, my team handles these cases in a different manner, and they'll be happy to review your case. They check some details, and they also check the warranty of your device to see if a replacement is possible.

You can try and fill out the form; my team will be contacting you and providing you with more information. I'm always here to help, if you need something else, you can reply to this post. I'll be happy to assist further,

Best regards,

Nery.

[joprimo]

Like I said, I did this once already, but have done it again per your suggestion

[nerys]

Hi joprimo,

Thanks for your response!

I appreciate that you have filled out the form. My team will be contacting you via email as soon as possible to continue the process and to check the information. 

I’ll be here for everything you may need. If you have more questions for me, feel free to reply to this post. I'll be happy to assist further.

Best regards,

Nery.