Nest IQ Camera just stopped working

[GaryD]

I have 4 IQ Outdoor cams. Three days ago, one of them just stopped working, no power, no error lights.  

What I did to figure out the issue

1.  Factory reset (disconnected from power source for 10 seconds and reconnected). 

2.  Dismounted camera from wall and plugged into alternate power source (working power source of other nest iq cam). 

There was no blue ring on the camera and no green light, so it seems the camera is damaged.  As it is not powering up with a working power source. 

This really isn't good enough, to spend nearly €400 on a camera for it to fail so badly, this is not the first time there have been issues

This camera (and with others) have been replaced previously due to cameras dying for no reason.  Can someone please contact me about this?  I have heard and followed all the trouble shooting tips with no success. 

[GaryD]

Is there no one replying on the forums?  No community specialist?

[GaryD]

If no one is going to reply here, where do I go to get support for this?

[DavidP70]

Hi Gary, I've had exactly the same issue.

I've got a Nest Outdoor IQ at the front of my house, which I originally had in May 2020.

I too am suffering from randomly failing camera! There's no reason it seems, and this week my 4th one has failed - yes, 3 replacements.

Pin in the front, pulling power, deleting camera and trying to add again do nothing - no lights at all.

I'll contact Google support again, but they keep blaming poor wi-fi - if this was the case, it would just lose connection, not totally fail and not be able to get powered on!

I'll pay for another advanced replacement again, but I'm not overly happy that they keep failing....

[MareKowa]

Hi guys,

same issue with my camera, just stopped, tried all the above and no reaction. Two other ones still ok, but this was teh moste recent one ! looks like they have a real conception issue !

[DavidP70]

Hi MareKowa,

I've just called Google Support who are always very helpful. I told them the diagnostics I've gone through, and they confirmed that there's nothing else they can suggest - "it could be a hardware issue, or due to local weather".

Got to wait for another replacement...sigh.

Good luck to you guys, I hope you have more success than me!

David

[GaryD]

Hi @DavidP70  & @MareKowa ,

Happy New Year!  Thanks for replying, I thought I was on my own with the issue.  

@DavidP70  I have to say I am so disappointed in these products, I really thought Google/Nest products would be so robust, like you I have had multiple replacements between the four products. Did you just call google support in your own country?

[DavidP70]

Hi GaryD, and Happy New Year!

I went into the Nest app on my phone, and got Google Support to call me back. You need to go through all the FAQ stuff first, but you'll see "Contact Us".... I'm in the UK.

Google are now going through the process for raising a replacement - I have had Google mobiles since the original Pixel, have Google wifi throughout the house, 4 x Google Minis, and all work flawlessly...... aside from this ill fated Nest Outdoor IQ camera 😞

I wish you luck!

[GaryD]

Cheers @DavidP70  I'm in Ireland so should be same process.. Thanks for that.  

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Please let me know if you need further assistance. 

Best Regards, 

Brad.

[GaryD]

Hi @Brad , 

No unfortunately my issue hasn't been resolved.  I still have a broken nest cam with no contact (up until now) from a specialist.  

This camera has been broken all over the festive period with no response from anyone other than community members for over a month.  I really need to get this fixed please.  I have completed all the trouble shooting steps, I'm just wondering what is next?

Gary

[Brad]

@GaryD

I am afraid I do not process replacement inquiries myself. The process has changed a bit as you would need to fill out this form and it is handled by support once its been created. If you have a case already, it's best to stick with that one. 

Best regards,

Brad.

[GaryD]

Thank you @Brad  I don't have a case yet.  So I'll need to fill out the form.

Thats just a contact form. Unfortunately when trying chat it says to contact again during operation ours even though atm it is during operational hours

[Brad]

Hi again.

The form creates a case once filled out and turned in. If you have one already, it would be better to continue with your cases.

Best regards,

Brad.

[Brad]

Hey Folks.

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.