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Nest Floodlight Camera connection error "Couldn't find an assisting Nest Device"

DellaChristine
Community Member

I installed my new Nest Floodlight Camera yesterday .... the floodlights work great, but I've tried EVERYTHING to get the camera to connect to my WiFi but nothing works

error message ~ "We're having trouble connecting to Hallway.  Make sure that it's online and connected to the same WiFi network as your phone, or remove if this device if it is no longer in your home"   (note:  "Hallway" is my Nest Thermostat)

I've tried the following, multiple times:

  • scanning the QR code
  • entering the code manually
  • have converted ALL of my Google Nest items including my Nest Thermostat & my phone from WiFi 5gHz to 2.4gHz
  • reset the camera by unplugging it for a while and re-connecting
  • reset the camera by pushing the button at the back until the yellow light flashed and it made a sound

I am beyond frustrated !

Any assistance would be greatly appreciated before I climb up the ladder for the last time to take it down and return it to the store.

1 Recommended Answer

MplsCustomer
Bronze
Bronze

@DellaChristine 

If you search this forum for "assisting device" you'll find MANY posts going back more than a year of customers having problems installing a new Google Nest device because the install process cannot contact an existing Google Nest device, the infamous "assisting device", to obtain Wi-Fi credentials.

It hasn't happened to us, fortunately. Some customers in this forum report they've been able to bypass the error by turning off one or more of their existing Google Nest devices. This apparently works for some because--in the absence of an existing Google Nest device--the install process THEN lets you select your Wi-Fi network and enter your Wi-Fi password yourself, rather than trying--and failing--to get the credentials from an "assisting device".

I don't know whether this will work, I don't know whether you have a way to turn off your thermostat (we don't have a Nest thermostat), and I don't know whether doing so would cause you other problems.

I'm just passing on that it's a problem with MANY customers.

Maybe a Google Nest Community Specialist will chime in with a Google Nest recommendation.

View Recommended Answer in original post

4 REPLIES 4

MplsCustomer
Bronze
Bronze

@DellaChristine 

If you search this forum for "assisting device" you'll find MANY posts going back more than a year of customers having problems installing a new Google Nest device because the install process cannot contact an existing Google Nest device, the infamous "assisting device", to obtain Wi-Fi credentials.

It hasn't happened to us, fortunately. Some customers in this forum report they've been able to bypass the error by turning off one or more of their existing Google Nest devices. This apparently works for some because--in the absence of an existing Google Nest device--the install process THEN lets you select your Wi-Fi network and enter your Wi-Fi password yourself, rather than trying--and failing--to get the credentials from an "assisting device".

I don't know whether this will work, I don't know whether you have a way to turn off your thermostat (we don't have a Nest thermostat), and I don't know whether doing so would cause you other problems.

I'm just passing on that it's a problem with MANY customers.

Maybe a Google Nest Community Specialist will chime in with a Google Nest recommendation.

Thanks so much .... I've been checking out the other "solutions" and felt like I've tried them all.

I will try to remove the Nest Thermostat from my Nest app, and see if that help.

DellaChristine
Community Member

@MplsCustomer 

It worked !!!    I removed the Thermostat from the Nest App and the Floodlight Camera connected to my WiFi like a charm.

 

Thanks again 😊

Hello folks,

 

@DellaChristine we're glad to hear that it worked and thanks for getting back to us. Please let me 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.

 

I appreciate the help, @MplsCustomer.

 

Regards,
Emerson