Nest IQ Outdoor won’t add to existing home NC0013 (4.8) && NC0024 (4.8)

[MikeUVA123]

I have spent hours troubleshooting by Internet searching as well as Google phone support.  I cannot add either of the brand new 2-pack Nest IQ outdoor cameras to my home.  I currently have 1 gen1 thermostat, 9 nest protects (almost all gen2), 11 nest cameras (IQ outdoor, IQ indoor, outdoor, gen3 indoor), 1 nest hello, 1 nest hub max, 2 nest hub).  I can add the new IQ outdoors to a brand new home structure but that isn’t where I want it (eg face recognition, don’t want to pay for an extra subscription).  

I have made sure I am on the same SSID as the nest protects, thermostats, other nest gen1 cameras.  I have turned off cellular data, turned off airpods and apple watch on phone to troubleshoot.  I have made sure multicast is enabled and not filtered on Unifi Ubiquiti home network.  I have moved near ever device and tried this over and over again.  Everytime FAIL (NC0013(4.8) or NC0024(4.8)) error codes.  Says

“The app is having trouble connecting to the assisting Nest product. Make sure you're close to it, that it's online and that your phone is connected to the same Wi-Fi network.”

Anyone have any ideas?

[MikeUVA123]

@KD25 @Slinger1032 @Moose2 @NameGoesHere  @Sonunet @Y2Grae 

linking you all to follow this one since it won’t let me post into the thread last updated a month ago about a similar topic

[Moose21]

Still no further forward to fixing on my end - currently have my cams jerry rigged across 4 separate homes rather than everything all under one home structure it kinda works just not how I want it too 😞 - have a google support person create a ticket for me - just need to find the time to disconnect everything from its current location and have all in one room to try to get all under one home structure - which is a big pain in the butt in terms of time needed to set aside and need a dry day (couple of days) to do as outdoor cams would leave cable exposed to elements when disconnected - UK hasn’t had much luck on the weather in the last few months - let me know if you find any joy on this too and will try to replicate and I will do likewise. Closest I got was to add the cameras one by one next to each other - need to use the prompt “add another product” immediately after the last - managed to get 4 cams under the one home structure however the moment the app crashed and had to go back to adding a new product from the normal place the errors came back - good luck troubleshooting man and will come back if I get any results 

[MplsCustomer]

@MikeUVA123 

The problem you're having--being unable to connect to an assisting Google Nest device--is one that has been reported off and on by customers in this forum for well over two years. If you already have other Google Nest devices installed, the Google Nest install process won't let you enter the Wi-Fi network name (SSID) and password, but instead tries to get those values from another Google Nest device. The problem is that there is a defect that causes that process to fail for some customers (and Google Nest does NOT tell you WHICH devices is the "assisting device"), and Google Nest does NOT provide an option for the customer to manually enter the Wi-Fi network name (SSID) and password when this failure occurs.

SOME customers have been able to get past the defect by turning off their existing Google Nest devices during the install process, but that might not be too practical for you given the number of devices you have.

SOME customers have been able to get past the defect by installing the camera in a separate new Google Nest "home/structure" (as you've already done), then removing the camera from that "home" (but NOT doing a factory reset), and then adding it to the desired "home". But it seems you may have already done that.

[MikeUVA123]

Only thing in your list I have not tried is turning off all other devices which would be really difficult as nest protects have batteries and are wired in and some a difficult to reach.  I wonder if this is limited to IQ cameras and nest doorbells.  I just added an older but new to my system nest cam outdoor and no issues.  I added 2 nest indoor (2nd/3rd gen) via google home app two weeks ago and no issues after old dropcams support ended. I am fairly technical and decent with networking.  This one is very frustrating.  

[MplsCustomer]

@MikeUVA123 

It seems to have happened to both 1st and 2nd gen Google Nest cameras and doorbells, and thermostats. Here are 4 threads going back to 2021:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/quot-Can-t-connect-to-assisting-device-...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/quot-Can-t-connect-to-assisting-device-...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Connecting-to-assisting-Nest-device/m-p...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Best-battery-cam-can-t-connect-to-assis...

And on this thread, another customer reported that some customers were able to complete their install using a different phone:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Doorbell-won-t-connect-to-assisting-dev...

[MikeUVA123]

Tried everything but deleting all devices on my existing account because I have too many.  ~12 cameras, multiple nest hubs, 10 nest protects, etc.  Nothing seems to work. 

[Moose21]

My nest cam outdoor IQ fully died no , power or anything but since bought through CEX got a full refund on it and bought a new nest cam with floodlight so can use google home vs nest on the driveway cam. I managed to get a small victory of adding my 2 nest hellos back  into my main home set up. I had set them up individually in their own home structure , removed but not full reset of the device , then added back into main home structure - no assisting device - just made me enter in the WiFi details which I was super happy with as that covers front and back door recording with my nest aware subscription. I am now down to 2 nest cam indoor IQs that are on separate home structures but when trying to follow the same set up ended up getting the same assisting product fail - though notably this time it told me which product it was assisting from, a 3rd nest cam IQ already within the home structure - tried getting assisted product super close or turning off to prevent it wanting to assist from it but no joy both indoor cam IQs outside the main home structure still want to use the other nest cam IQ to assist from 😞 . The nest protects are all in a separate home structure too but not that bothered about that. Will let you know if I get any further joy getting the last two nest cam IQ indoors into the main account but with most of my cams now back in the main structure and not needing aware recording on the missing 2 I at least am back to having a useful security system via the nest / google home app. Also just a small point to remove some of my prior suspicions- the successful adding of the 2 nest hellos were done on a iPhone 15 pro over my normal nest pro mesh WiFi system. 

[nerys]

Hello there,

Thank you all for posting in the community!

I'm so sorry to hear that your cameras are not connecting as you expected. This situation is a little common, and it started when "Works with Nest" stopped working. This happens when the camera tries to connect to the WiFi network through another Nest device. But don't worry; there are two different solutions for this:

• Try to create another home and connect the devices there.
• Disconnect all the devices from the actual home and then pair them again.

Also, we're looking for ways to improve your experience with us, so you can send feedback through the Google Home App so our technical team can review it. Your comments are always important for us.

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

Best regards,

Nery.