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Nest cam Home app issue

Shogun2022
Community Member

Hi, I'm experiencing a really strange problem caused by my own stupidity. I was setting up the nest cam, the process was going smoothly and almost done, and I decided it was a good idea to unplug the cam from the cable. 

 

Suddenly the home app came up with "There was a communication problem" and the set up process was disrupted. I cannot see the cam on Home or Nest app.

 

No problem, I thought, I'll just factory reset the camera and do the set up process again. But the cam can now no longer be added. But the problem is, even though I can't see the cam on Home or Nest, even after factory reset, the Home app still HALF remembers the camera, you can see it as one of the connected devices. But the problem is that there's NO WAY to delete this device from Home app. It doesn't show up as one of the tiles. When I try to add the cam to Home again, it doesn't recognise it, probably because it half remembers the cam. So because of the interrupted set up process, Home only HALF recognises the cam. Can't set it up on Nest, can't delete it. I'm completely stuck. Would someone please assist?

7 REPLIES 7

@MplsCustomer thank you for the tip. I tried both of the suggestions in that thread, however the nest cam wasn't found 

Brad
Community Specialist
Community Specialist

Hey there,

I'm sorry to hear that you're still experiencing this! The first troubleshooting step that I'd recommend would be to restart your device. This process should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.


Best regards,
Brad

Shogun2022
Community Member

Hi Brad, thanks for your suggestion. I've already factory reset the cam, what would restarting do? Cheers

aatienza
Community Specialist
Community Specialist

Hey Shogun2022,

 

I'm sorry for the delay. Restarting the camera helps to refresh the connection. Could you tell us the status light of your Nest camera? Are you getting an error code while setting it up? Also, have you tried force closing the Google Home app, then restart your phone to see if that helps? Keep us posted.

 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey there,

 

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey everyone,

 

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks,

Archie