Nest Camera

[Flan316]

I bought a Nest Cam (battery) in July. It has been working fine while on battery power. Some time back I bought the power cable for it so it would remain charged. After a few weeks the camera went offline. I’ve tried all the advice, reboot, factory reset etc with no success. I tried unplugging the camera to leave on battery power and it worked perfectly for nearly a month without going offline. I reconnected the power to charge it and within a few hours, the camera went offline again. It seems to me the camera doesn’t like being plugged in. it’s still under warranty. Anyone else have similar issue? Any advice please?

[MplsCustomer]

@Flan316

We've had the battery camera for 14 months plugged in with the optional power cable and have had no issues. Do you have the power cable plugged in with the cable feeding towards the FRONT of the camera (even though that seems strange)? Is the USB plug seated securely in the bottom of the camera? If things are working fine, the camera should be "Live" whenever you check it, and Settings | Battery should say "Plugged in" with an infinity symbol.

[Flan316]

Hi there, thanks for your reply. Yes, the plug is connected correctly facing towards the front. It does show ‘plugged in’ when the camera is online. The camera is offline since 2am. Each time I have reset it it always seems to offline between 1 and 2 am when plugged in.

[Cyberjuno]

I have the same situation, the cameras keep disconnecting from my wifi very annoying. I'm happy with the cameras I'm thinking maybe is the router but everything else is connected without problems very frustrating.

[MplsCustomer]

@Flan316

If it were my battery camera, I would contact Support (https://support.google.com/googlenest/gethelp) for either a solution or a replacement camera. Our battery camera has been online for 14 months plugged in with the optional power cable.

I suppose it's possible you have a weak Wi-Fi signal at your camera's location, but why would it work when battery powered and not online? Is it possible the camera's been going on and off online while on battery power and you just haven't noticed it because it's "Idle" most of the time?

[Flan316]

Thanks for the link, I’ll report it. To answer your question, when it’s working on battery power, anytime I check it, it is online. Regarding wifi, it’s located on the wall right outside the room the router is located. I think the issue is related to a faulty camera.

[Brad]

Hey there,

Sorry to hear you're experiencing this, I can imagine this has been stressful for you. If you're seeking a replacement, please fill out this form. However, we do not offer replacements for parts. If your device is no longer under warranty, we cannot offer a replacement, We're sorry for the inconvenience.

Best regards,
Brad

[EmersonB]

Hello everyone,

@Flan316 and @Cyberjuno we appreciate all the information you've shared and I wanted to follow up and see if you were able to fill out the form? Let me know if you have additional questions.

I appreciate the help, Brad and MplsCustomer.

Thanks,
Emerson

[janthadeus]

Hey everyone!

Flan316, we got the form you've submitted — thanks for filling that out. Our team has sent you an email for further instructions. Let’s continue through that channel.

Cyberjuno, we haven't received your form. Were you able to fill it out? Still need our help?

Thanks for the help, MplsCustomer, Brad and Emerson.

Best,

JT

[janthadeus]

Hi there,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Best regards,

JT