It was suggested that I try the nest chat session (truncated because it went on for hours and was over 20,000 characters, it ended badly) to solve my battery failure with my HARDWIRED nest Floodlight camera.
Several hours later I have solved the problem. My Battery is no longer an issue. The CAMERA DOESN"T WORK AT ALL! So problem solved.
"Thank you, is there anything else I can assist you with?".
My failure - I bought the camera knowing I would need it a couple months later. I installed it just last week even though I purchased it in April. So I am out of warranty and out of luck. Google is ruining NEST. Nest was great, I have 6 other cameras. Between the portal changes, subscription changes and the new crappy hardware, I'm afraid they are destroying a great company.
Here's the chat log.
Trying the chat log again -
2:50:14 AM Bill Schroeder: Bill Schroeder joined the conversation 2:50:15 AM Felicia: Felicia joined the conversation 2:50:16 AM Felicia: Hi! Welcome to Camera support. My name is Felicia. For future reference, your case ID is 4-0592000033451. How are you today? 2:50:37 AM Bill Schroeder: I'm great how are you? 2:50:54 AM Felicia: I'm fine, thank you for asking. 2:51:24 AM Felicia: I see that you have an issue with your Nest camera battery. Is that correct? 2:52:22 AM Bill Schroeder: Yes, It's a nest floodlight cam. It's hooked up to power, should not even be using battery but it seems to have an issue. 2:52:57 AM Felicia: I can understand how inconvenient this is. I am glad you reached us today. Let’s work towards finding the resolution. 2:53:00 AM Felicia: Please help me with the serial number of your Nest Camera. You will find it above the QR code at the rear side of the Nest Camera. 2:53:27 AM Bill Schroeder: Oh goodness Can i find it through the app? 2:53:42 AM Felicia: Yes, 2:53:42 AM Bill Schroeder: The camera is up on the house and I'd have to get a ladder. 2:57:10 AM Felicia: I’ve sent the request to your email, please check and approve it so we can proceed further. 2:57:48 AM Bill Schroeder: OK. 2:58:03 AM Felicia: Let me know once you are done! 2:58:33 AM Bill Schroeder: DONE 2:59:10 AM Felicia: Got that! 3:00:27 AM Felicia: Could you please confirm if the wiring for the Nest camera is all good? 3:00:40 AM Felicia: This may happen due to incorrect wirings. 3:01:18 AM Bill Schroeder: Yes. It's perfect. Power is good. The Light that was there before worked great and I can turn the floodlight on easily. 3:01:34 AM Bill Schroeder: Which I would think uses lots of power. 3:02:07 AM Felicia: Alright! 3:02:34 AM Felicia: Please help me with the screenshot of the battery state from the Google Home app. 3:03:10 AM Bill Schroeder: one moment 3:03:20 AM Felicia: Take your time. 3:05:08 AM Bill Schroeder: IMG_2245.PNG 3:05:15 AM Bill Schroeder: Is that what you want? 3:05:47 AM Felicia: Yes, Thank you! 3:06:31 AM Felicia: We need to perform a restart on the Nest Camera for which you need to get the camera out. 3:07:00 AM Felicia: Please confirm if you could get the camera out now? 3:07:26 AM Bill Schroeder: I can, it will take a little bit. It's up on a wall. 3:07:39 AM Bill Schroeder: What do I need to do to it once I get it? 3:08:25 AM Felicia: Yes, we first restart the camera and see if this works. 3:08:48 AM Bill Schroeder: OK, what do I need to do to restart it? s 3:09:21 AM Felicia: Your camera will restart, and the status light will be steady, solid white 3:09:34 AM Felicia: Let me know once it is done. 3:09:38 AM Bill Schroeder: OK. Give me about 5 minutes. 3:09:49 AM Felicia: Yes, I'm here. 3:13:16 AM Bill Schroeder: OK got the ladder. Be right back. 3:13:28 AM Felicia: Sure! 3:13:42 AM Felicia: Let me know if you need any help. 3:15:32 AM Bill Schroeder: done 3:15:55 AM Felicia: Perfect! 3:16:13 AM Felicia: let mw know if this is working for you. 3:18:30 AM Bill Schroeder: It says the battery is at 5% now 3:19:03 AM Felicia: Great! 3:19:15 AM Bill Schroeder: well now it went to 4% 3:19:59 AM Felicia: I suggest you to monitor the battery status for next 24 hours as the battery is low now it may take time to get it fulling charged. 3:20:57 AM Felicia: If the issue still persists we have to perform a factory reset for which you'll lose the video recordings and the Nest Camera will get to the default settings. 3:21:16 AM Felicia: I'll help you with the factory reset steps on the email. Will this work? 3:21:33 AM Bill Schroeder: This is a serious issue. I have to go up a 25 foot ladder each time. 3:22:40 AM Felicia: I know where you are coming from. We need to wait for this as it takes time to get the battery state to 100%. 3:23:14 AM Bill Schroeder: It went from 5% to 4% it seems like it's going the wrong way. 3:23:58 AM Felicia: Alright! Please confirm if you are good at performing a factory reset now? 3:24:22 AM Bill Schroeder: are we 100% certain that will fix this? 3:25:03 AM Felicia: Resetting the Nest camera to its default setting will resolve the issue mostly. 3:25:57 AM Bill Schroeder: How long should it take to go from 4% to maybe up to 6 or something that indicates that it's actually charging? 3:26:41 AM Felicia: That depends on the device. 3:27:12 AM Felicia: As the device is charging now, please let it charge and monitor this issue for 24 hours. 3:27:21 AM Bill Schroeder: can we wait 5 minutes and see if it charges at all? 3:27:42 AM Felicia: Sure! I'm glad to help. 3:28:14 AM Bill Schroeder: If it doesn't we can do the factory reset. If that doesn't work I'd like a replacement camera. 3:28:42 AM Felicia: Okay! Let's look if this works. 3:29:05 AM Bill Schroeder: well, it just went down to 3% 3:29:14 AM Bill Schroeder: So it's not charging 3:29:50 AM Bill Schroeder: Can we skip the factory reset? I've lost confidence in this device. I have several other nest cams and love them. This one is a dissappointment. 3:30:13 AM Bill Schroeder: I'd like to replace it so I only have to go up the ladder once more. 3:30:20 AM Bill Schroeder: (I dont' like ladders) 3:30:56 AM Felicia: I got your concern. This step will only take 5 minutes. Please try this for me. 3:31:55 AM Bill Schroeder: OK. 3:32:10 AM Felicia: Thanks! Here are the steps to follow: 3:32:15 AM Felicia: Locate the reset button on the back of the camera 3:32:23 AM Felicia: Press and hold the button: 3:32:27 AM Felicia: At 10 seconds, the status light will blink yellow four times, and you’ll hear a countdown tone 3:32:31 AM Felicia: 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 3:32:35 AM Felicia: Release the button. Your camera will restore to its factory settings 3:32:39 AM Felicia: After the factory reset, your camera will appear as “Offline” in the app until you remove it 3:33:14 AM Felicia: To remove it from the app, open the app, tap on the device, then tap Settings Nest settings > Remove device > Confirm 3:33:25 AM Felicia: Let me know after this. 3:33:44 AM Bill Schroeder: OK, I'll be back in a few minutes 3:34:01 AM Felicia: I'm here to help if you need anything. 3:38:59 AM Felicia: It's been a while. How's it going there? 3:39:30 AM Bill Schroeder: OK 3:39:34 AM Bill Schroeder: it's reset 3:39:46 AM Felicia: Great! 3:39:49 AM Bill Schroeder: Sorry it took a while 3:41:10 AM Felicia: That's fine. Please monitor the battery state for 24 hours and get back to use if the issue still persists for you using the case number: 4-0592000033451. 3:41:29 AM Felicia: The next agent will take the next steps. 3:41:31 AM Felicia: Is there anything else I can help you with? 3:41:56 AM Bill Schroeder: wait. I reset it and now it's gone. 3:42:00 AM Bill Schroeder: What next? 3:42:28 AM Bill Schroeder: I removed it from the app? I can't monitor battery life. It's worse now. It doesn't work at all. 3:43:01 AM Felicia: Please keep the Nest camera connected to the power source for some time. 3:43:42 AM Felicia: It will get charged, you can add the camera back to the app then. 3:44:15 AM Felicia: Need not to worry, you can get back to use any time using the above case number. 3:44:27 AM Felicia: I have documented all the details for you here. 3:44:39 AM Bill Schroeder: This is very uncomfortable. I have to leave it disconnected and hope it works later? 3:44:53 AM Bill Schroeder: I've never had issue slike this with any of my other cameras 3:45:56 AM Felicia: I totally understand your concern of having the Camera work. You please don't worry, you can contact us back any time for help. 3:46:26 AM Felicia: I'm documenting all the details for you, the next agent will directly take you from the next steps. 3:46:39 AM Felicia: You need not to repeat anything. 3:46:39 AM Bill Schroeder: Can we just add it back and see if the stupid thing is working now? 3:46:54 AM Felicia: Yes, we can do that. 3:47:44 AM Bill Schroeder: I don't want to be unkind, but this is a lot of very difficult stuff to do. When I go away I'm climbing up a ladder over 20 feet and taking lots of risks to performs these troubleshooting steps. 3:48:08 AM Bill Schroeder: It's a lot to ask for a camera I padi a lot of money for from a brand that I expect to be reliable and high quality. 3:48:23 AM Felicia: I appreciate your efforts. 3:48:33 AM Felicia: Here are the steps to follow: 3:55:16 AM Bill Schroeder: hang on maybe its on the box? 3:56:00 AM Felicia: Okay! 3:58:56 AM Bill Schroeder: OK I don't have the box anymore. 3:59:02 AM Bill Schroeder: Is it on that screen shot? 4:00:36 AM Felicia: I'll help you with that. 4:00:54 AM Bill Schroeder: IMG_2244.PNG 4:01:04 AM Bill Schroeder: I have this one. 4:01:21 AM Bill Schroeder: Please help. Now I have a cam no code and nothing works at all. 4:02:02 AM Felicia: You should be getting the QR code for the front side of the camera. 4:02:30 AM Bill Schroeder: I'll go back up there and take pictures of every side of that camera. There's nothing on it. 4:02:35 AM Bill Schroeder: Be right back. 4:02:55 AM Felicia: Yes. 4:04:07 AM Felicia: You could also try using the set up code which you find at the bottom of the device. 4:07:15 AM Bill Schroeder: ok. Hang on I am sending a several pictures 4:07:29 AM Felicia: I'm here. 4:12:13 AM Bill Schroeder: IMG_2271 Medium.jpeg 4:13:56 AM Felicia: Thank you for the screenshots. 4:14:02 AM Bill Schroeder: IMG_2271 Medium.jpeg 4:14:12 AM Bill Schroeder: Every single side of that 4:14:19 AM Bill Schroeder: Where is this "code"? 4:15:37 AM Felicia: I really appreciate your efforts. 4:16:25 AM Bill Schroeder: the only info I can find on it is here 4:16:39 AM Bill Schroeder: Screen Shot 2022-08-26 at 7.16.01 AM.png 4:17:25 AM Bill Schroeder: I now have a completely useless camera. I guess that solves the battery problem. 4:17:32 AM Bill Schroeder: Please help! 4:17:57 AM Felicia: I apologise for all this experience. 4:18:35 AM Felicia: Please go through this video once for the setup code. 4:18:36 AM Felicia: https://www.youtube.com/watch?v=ftnHYUW2lrE 4:18:45 AM Felicia: Let me know if that is accessible for you. 4:20:09 AM Felicia: Please remove the screw on the back of the camera. You will get the setup code beneath it. 4:20:46 AM Felicia: Please use a hex key for this. 4:22:10 AM Bill Schroeder: OH WOW 4:22:25 AM Bill Schroeder: Seriously. ? 4:23:16 AM Bill Schroeder: OK I'll be right back. If I fall of the ladder, my wife is suing google. This is beyond crazy. 4:24:00 AM Felicia: I apologise for this. The entry key will be at the bottom of the screw, we need to remove it to get the entry key. 4:24:11 AM Bill Schroeder: Going to find a hex key 4:24:35 AM Felicia: I'm her to help. 4:24:40 AM Felicia: here* 4:26:54 AM Bill Schroeder: Hang on. Still looking for hex key 4:27:14 AM Felicia: Yes, I'm waiting here for you. 4:30:02 AM Bill Schroeder: OK I got it. I'm headin gup the ladder again 4:30:31 AM Felicia: Yes, please be careful and I appreciate your efforts on this. 4:34:49 AM Bill Schroeder: Good news. I have the code. 4:35:03 AM Felicia: Super! 4:35:04 AM Bill Schroeder: Bad news - I dropped the screw and it's lost in the mulch 4:35:19 AM Felicia: Oh! 4:35:40 AM Bill Schroeder: I stuck the plug back in the socket. 4:35:55 AM Bill Schroeder: It's powered up the camera. But I doubt it will stay in very well 4:36:29 AM Felicia: Okay! Please try adding back the device to the app. 4:36:31 AM Bill Schroeder: I'm really not happy with this. I bought nest after my other ones were so good. This is really disappointing. 4:36:48 AM Bill Schroeder: What do I do about the screw? 4:37:00 AM Bill Schroeder: ok i'll add it 4:37:50 AM Felicia: I'm sorry for this inconvenience. 4:38:03 AM Felicia: Please let me know the status after adding back the debice. 4:40:05 AM Bill Schroeder: adding it now 4:40:18 AM Felicia: Got it! 4:42:57 AM Bill Schroeder: OK it's in the app now. 4:43:06 AM Felicia: Perfect! 4:44:14 AM Felicia: Please monitor the issue for 24 hours as it takes time to get 100% charging. 4:45:19 AM Felicia: If you have any further questions, I am happy to help you. 4:45:37 AM Bill Schroeder: It just went offline. 4:45:48 AM Bill Schroeder: I bet the connector fell off. 4:46:21 AM Bill Schroeder: I'm done. I'm not going up that ladder again unless it's to replace that camera 4:46:30 AM Bill Schroeder: For the last time. 4:47:04 AM Felicia: As we have reseted the Nest Camera it will be offline. You should connect it back to your WiFi. 4:47:23 AM Bill Schroeder: I did. I added it to the App and it was working for a few minutes. 4:47:35 AM Bill Schroeder: Look at the log info 4:47:54 AM Bill Schroeder: Or whatever nest info I gave you access to. 4:48:56 AM Felicia: We will be unable to view the live or recorded videos for security and privacy reasons. 4:49:07 AM Bill Schroeder: When I dropped the screw I almost dropped my phone. I'm not doing this anymore. 4:49:42 AM Felicia: Okay! Please restart your WiFi router and check if the camera is online. 4:49:55 AM Bill Schroeder: No 4:50:03 AM Bill Schroeder: My router is not the problem. 4:50:17 AM Bill Schroeder: We are currently chatting on that same router. My network is solid. 4:50:26 AM Bill Schroeder: EVERY other device in my house is working fine. 4:50:29 AM Bill Schroeder: NO. 4:50:30 AM Bill Schroeder: NO 4:50:32 AM Bill Schroeder: NO 4:50:38 AM Bill Schroeder: Enough of this already. 4:50:56 AM Bill Schroeder: You've run me through the wringer. I've done all the steps. 4:51:16 AM Felicia: Yes, you have. 4:51:23 AM Felicia: Please give me two minutes while I gather some information to assist you further. 4:51:36 AM Bill Schroeder: Either give me an RMA for this camera and send me a new one or tell me to take a hike. I'm not doing any more crazy stuff 4:53:38 AM Bill Schroeder: OK I'll be here. 4:54:00 AM Felicia: Thank you for waiting. 4:54:04 AM Felicia: It's taking longer than usual. Would you mind waiting for another 5 more minutes while I check this for you? 4:56:42 AM Bill Schroeder: After all this. Waiting 5 minutes is the easiest part. 4:57:16 AM Felicia: Thank you for allowing me your time. 4:57:28 AM Felicia: I will elevate this chat to our senior support team as the issue still persists for us. Please be here while they join you for assisting you further on this. 4:57:39 AM Felicia: I have documented all the details for you. You need not worry about repeating anything. 4:59:42 AM Felicia: Felicia added participant(s): Pedro 4:59:43 AM Pedro: Pedro joined the conversation 4:59:52 AM Felicia: Felicia left the conversation 4:59:59 AM Pedro: Hi, Bill. This is Pedro, you've been transferred to the senior support team at Google Nest support. Please allow me 3-5 minutes, while I review your chat conversation with the previous representative to help you further. 5:00:21 AM Bill Schroeder: Oh my. 5:00:49 AM Bill Schroeder: Please don't make me go up that ladder again. 5:01:52 AM Bill Schroeder: I've been at this almost two hours and been up and down a 25 foot ladder several times and lost a screw and reset and all that's happen is I went from a camera that works sometimes to one that doesn't work at all. 5:04:07 AM Pedro: I see that the Nest Floodlight Camera is hardwired but shows that the empty battery in the app, am I correct? 5:06:57 AM Bill Schroeder: yes 5:07:06 AM Bill Schroeder: and then it goes on and off line 5:07:34 AM Pedro: I am sorry that you have to go through this. I'll try my best to help you with the Nest Camera. 5:07:37 AM Bill Schroeder: I didn't expect a battery at all, it's hard wired where my traditional floodlight was. 5:08:55 AM Pedro: Is it possible to login and check if the same message is displayed on other mobile devices? 5:12:38 AM Bill Schroeder: I can 5:12:45 AM Pedro: Okay! 5:12:50 AM Bill Schroeder: I pad and I phone 5:13:40 AM Bill Schroeder: But if you read the history, you know I set up the camera, reset it, then factory reset it, after removing the plug and screw from the bottom 5:13:51 AM Pedro: Got it. 5:14:04 AM Bill Schroeder: The screw is now lost in my flower bed and the camera power has failed. 5:14:28 AM Bill Schroeder: So I plugged it back in while waiting. But that plug isn't staying in 5:14:41 AM Pedro: Bill, as we've tried all the troubleshooting steps, we need to escalate the case to our engineering team for further investigation. 5:15:01 AM Pedro: I'll send you an email with a case number and keep a follow up on your case. 5:16:03 AM Pedro: They generally take 1 business day to investigate and help us with the further procedure. I will give you an update through email as soon as I hear from them. 5:16:21 AM Pedro: I've made a note of your concern and would request you to make a note of Case ID : 4-0592000033451 until we get an update from our dedicated support. 5:16:28 AM Bill Schroeder: How does this help? 5:16:50 AM Bill Schroeder: How do I return the camera. I'm done. Do you realize what I've done to get to this point? 5:17:21 AM Pedro: Bill, they will review all the details and help us with the further procedure. 5:18:15 AM Pedro: I definitely understand where you are coming from. My only goal here is to help and share the correct information. 5:20:06 AM Pedro: If you want to return the Nest Camera, then you need to contact the place of purchase and check if it is under the return window. 5:20:16 AM Bill Schroeder: OK. can you help me return this camera? 5:20:33 AM Pedro: May I know from where you've purchased the Nest Camera? 5:20:40 AM Bill Schroeder: google store. 5:21:12 AM Pedro: Is it possible to help me with the order number or the purchase receipt? 5:21:35 AM Bill Schroeder: Order number: GS.8674-8905-5814 5:21:40 AM Bill Schroeder: I had it in email 5:22:14 AM Pedro: Okay! 5:23:47 AM Pedro: The Nest Camera return policy is only within 15 days of delivery. I see that your camera return window is expired, we won't be able to place the return request for it. 5:25:04 AM Pedro: We need to escalate the case to our engineering team for further investigation. 5:25:32 AM Pedro: Once there is an update from our engineering team, I'll contact you back via email. 5:27:17 AM Bill Schroeder: Never buying another NEST Product ever. 5:27:25 AM Bill Schroeder: I have 6 5:27:31 AM Bill Schroeder: This is unacceptable. 5:27:37 AM Pedro: I definitely understand where you are coming from. 5:27:53 AM Bill Schroeder: Google is ruining a great brand. 5:28:29 AM Pedro: Do let me know if you have any more questions for me? I'm always happy to help you. 5:32:43 AM Pedro: Not mean to rush you, are we still connected? 5:33:28 AM Pedro: I haven't heard from you for a while, are you still with me? 5:34:27 AM Pedro: It looks like you may have left the chat. In order to assist other waiting customers, I'll have to end our session if I don't receive a reply from you. No worries - you can always start a new chat with us when you return. 5:34:29 AM Pedro: Thanks for contacting Google! It was a pleasure chatting with you. Have a great day!
So I had to take out some of the text in the chat log. It was over 20K characters.
Good News, I put some duct tape on the screw holding the cord in. It's powered now. But the Battery is actually going down, currently at 8 percent and declining!
Given the number of posts regarding this problem, why did I have to risk my life so many times? They already know that resetting the camera and doing a hardware reset is not going to work.
I just wanted to thank you for your patience, and I am sorry to hear that you're experiencing troubles with charging your device! I know that keeping your Nest Camera or Doorbell charged is very important, and I would love to help you out.
When it comes to keeping your Nest Doorbell (battery) or Nest Cam (battery) up and running, here are some articles and troubleshooting guides for the Best Charging Practices:
I hope those articles help shed some light on charging and maintaining battery levels of your Nest Doorbell or Camera!
We're sorry to hear that you've had to experience this. Don't give up on us yet. Let's check this out — could you fill out this form so we could further investigate?
Looking forward to your response.
No. I am disappointed by the support Google provides vs how Nest did it. It sucks now.
I gave up, moving to new brand. This took forever and was never resolved. I'm waiting on a replacement, which isn't here yet, and getting to that point took days and dozens times repeating the same troubleshooting steps over and over for each agent. It's crazy.
Thanks for chiming in and I appreciate your help, Archie.
I'm sorry to hear about your experience but we want to make this right for you. Could you fill out this form and let me know once you're done?