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Nest app doesn't recognize camera

Mrmarlow
Community Member
Have tried setting up new Nest Cam Indoor wired 2ndgeneration device using both methods (scanning QR code & entering six digit code manually).  Each time I get as far as the page that says 'Choose the last 4 digits of your camera's serial number' - but cannot get any further.  Status of the camera is green dosent show any other color cannot add the device to NEST app at all only to google home.
The camera is approx 5 feet from the router and I have no reason the belive that anything is faulty within the wifi system itself.
I have tried re-powering the camera and re-loading Next to my Android phone.  No progress.
Any suggestions please?
Details
12 REPLIES 12

Bmarte
Community Member

I am having the absolute exact same issue. I have factory reset it, removed and readded it to my Google home, but Nest refuses to recognize it. I am stuck on the same screen asking to select last 4 digits based on serial number. I posted a post about this same issue, no reply.

CAN A NEST SUPPORT MEMBER PLEASE OPINE ON THIS OBVIOUSLY RECURRING ISSUE? OR AT LEAST EXCHANGE THE CLEARLY DEFECTIVE PRODUCTS?

jh86
Community Member

Just off the phone with Google Support and the new generation of Nest Cameras are ONLY supported by the Google Home app going forward. No current generation Nest cameras are supported by the Nest App.

Sadly Google is forcing the move away from a superior Nest App.

GarrettDS
Community Specialist
Community Specialist

Hey folks,

Thank you for your feedback on this issue, I fully understand the confusion of not having your new Nest Cams in the Nest App. I can imagine having to use two different apps at the moment is quite daunting, and could lead to frustration. 

 

However, the new Nest cameras and doorbell are exclusive to the Home app because we wanted to create an integrated experience with your speakers and displays. A Nest Aware subscription applies to all of your cameras, speakers, and displays in the same home structure. Thank you for your continued patience, and support.

Please let me know if you have any other questions.

 

Best Regards,
Garrett DS

jh86
Community Member

Thanks for explaining @GarrettDS but unfortunately the Google Home app is not nearly as simple or user-friendly as the Nest App so this is a big disappointment for many, i'm sure (including me). I design user web/mobile app experiences for a living and I cringe whenever I have to use the Google Home app... thank goodness all my endpoints (once added) can operate without it. At least for now they can...

Bmarte
Community Member

Thanks jh86, appreciate this reply. I'm quite frustrated by this.

How do you add a device to nest aware?

We have setup a nest aware account but are continuously being asked to set up an account. We get as far as the serial number step then everything just stalls.

Bmarte
Community Member

Unfortunately, that's as far as you will ever get with Nest products being onboarded via Nest app. Try using another compatible app like Google Home.

chris_Espino
Community Member

so should I still subscribe to Nest Aware if everything is now in Home App?

@chris_Espino unfortunately if you are stuck in this step, it means you will have to use both Nest App and Google Home App to control or view all your devices, there are some you will only be able to set up in Nest and some in Google.

Brad
Community Specialist
Community Specialist

Hi there,

 

Just checking in to see if you still need assistance with this issue. If so, please let me know and I would love to look into this further for you!

 

Best Regards,

Brad.

Brad
Community Specialist
Community Specialist

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.