Nest Outdoor stopped connection, cannot reconnect

[DanoEvo11]

HELP is needed. Tried everything I have found to fix.

Our Nest Outdoor camera abruptly stopped connection. Our other 2 cameras, 2 Nest protects and heating device all work fine.

I randomly get NC023 and NC024 when trying to reconnect. The blue light does come on briefly at this stage, turns off and the green camera light flashes. The phone says it can see and trying to connect. 

I have tried power off and on, resetting device on the back and now just deleted the device to reconnect. Again I got as far as connecting to it and fails. Fins the serial number and fails at the next stage. NC023 comes up more often since deleting the device from the account. Very frustrating. Tried resetting my phone, you name it, I have tried. next stage seems to be to replace it.

I have read all the help for similar issues on the net and no fix.

PLEASE HELP

[gmelanymelissa]

Hi there!

Thanks for posting here in the community. I'm sorry to hear your Nest Camera Outdoor cannot reconnect. I'm happy to help!

To better understand the situation, I'd like to ask a few questions:

• How far is the Nest camera from the router?
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the camera you want to pair?
• How long did you press the reset button on the camera?

In the meantime, let's check a few things:

• Quit and restart the Google Home app.
• Make sure Bluetooth is on. Turn Bluetooth off, then back on to refresh the connection.
• Disconnect any Bluetooth devices that are connected to the phone to rule out any interference.
• Put the mobile device on airplane mode, then turn on Bluetooth and Wi-Fi.
• Restart the phone or tablet.
• Move the joining device closer to the router.
• Try a different mobile device.
• Create a hotspot and try to pair again. Ensure the device connects to the hotspot this time and not the home Wi-Fi.
• Create another structure in the Google Home app and try to add the device to the newly created structure.

Keep me posted. 

Best regards,

Melany

[DanoEvo11]

Hi and thanks for replying. Just before I start, nothing has changed in the house when it dropped offline.

• How far is the Nest camera from the router? 2 meters away - we use a Mesh like system to make sure the internet is connectable around the house.
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the camera you want to pair? nothing between the booster router.
• How long did you press the reset button on the camera? 10 seconds

In the meantime, let's check a few things:

• Quit and restart the Google Home app. - did
• Make sure Bluetooth is on. Turn Bluetooth off, then back on to refresh the connection. - yes done
• Disconnect any Bluetooth devices that are connected to the phone to rule out any interference - yes done
• Put the mobile device on airplane mode, then turn on Bluetooth and Wi-Fi. - yes done
• Restart the phone or tablet. - yes done
• Move the joining device closer to the router. - yes done
• Try a different mobile device. - tried
• Create a hotspot and try to pair again. Ensure the device connects to the hotspot this time and not the home Wi-Fi - tried
• Create another structure in the Google Home app and try to add the device to the newly created structure - tried.

I noticed that when I reset and add product in my app, sometimes the blue light sometimes is on for a 10-15 second period and when it is it does it does not pulse just on and then flashes once and stays off and then flashes again (timings not sure)

[nerys]

Hi DanoEvo11,

Thanks for this useful information! 

I'm sorry to hear that the Nest Camera is still not connecting after trying the troubleshooting steps. Let's work together to find a solution. Can you please help me answer the next questions?

• What is the exact model of your Nest Cam (Nest Cam Outdoor, Nest Cam (battery), Nest Cam IQ Outdoor)?
• Could you please describe the reset process you followed for the device?
• When you tried reconnecting the Nest Cam using a different device, did you encounter the same error message?

In the meantime, if you have any further questions, please don’t hesitate to reply to this post. I'll be happy to assist you more!

Best regards,

Nery.

[DanoEvo11]

It is a Nest outdoor doorbell

[moralesvicente]

Hello DanoEvo11, 

Thank you so much for keeping me updated.
 

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there. 

Best regards,
Daniel