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Nest cam battery asks for assisting device!

Ashuban
Community Member

Hi. I have three nest cams (wired) outdoors already working in my home. Was looking to add two more and bought the nest cam battery. While installing it the app asks for “assisting device” and is unable to connect to wifi because it can’t find an assisting device. Can someone please help me? Thanks. 

7 REPLIES 7

Dansquestions
Community Member

Make sure you are adding to the existing "home" and that you didn't set up a new one on that account by mistake when trying to set up a new camera. If you have multiple homes set up in the app it will cause many problems

MplsCustomer
Bronze
Bronze

@Ashuban 

We have been fortunate to not have encountered this problem. If you search this forum for "assisting device" (in quotes), you'll find other threads on the same problem, with various customer-suggested solutions that work for some customers but not all. The error occurs when your new camera tries to communicate with one of your existing Nest devices in order to "save" you the effort of entering your WiFi's SSID and password, but when it can't communicate, there's no option to let you enter the SSID and password manually. Some customers theorize that the problem is related to differences in the version of the operating system on one's cameras. Google Nest Support says they're working on a solution.

Brad
Community Specialist
Community Specialist

Hello there,

 

@MplsCustomer is correct in what they have shared. We are still looking into this issue at this time. Check out this thread here for some workarounds that have worked for some customers. Thank you for sharing your issue, and I hope one of the work arounds does the trick for you.

 

Best regards,

Brad.

Brad
Community Specialist
Community Specialist

Hi there,

 

Just checking in to see if you still need assistance with this issue. Please let me know if you need further assistance. 

 

Best Regards,

Brad.

@Brad 

With customers reporting "assisting device" errors for at least 4 months, why hasn't Google Nest Support either updated the software that is causing the error or published a definitive Google Nest Help page explaining how customers can reliably resolve the problem?

Brad
Community Specialist
Community Specialist

@MplsCustomer

 

It's under review at this time. You are welcome to provide your feedback via the app if you would like. 

 

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.