Nest cam going offline

[Brianj38]

Hi all

all of my cameras have issues. They have all been working ok for months. They are all connected via proper external nest cam power supplies. One works for a few days and states “battery is empty” and and I am unable to access it. It then comes back online after two days and works again for a few days.

Then today the other two have played up - going offline. I have been out and checked - the green camera light is on but I am unable to connect - they are 3m from router- I have unplugged power and left for 5 minutes then re connected and one comes on again for a few hours then off again. Can you suggest a remedy or do I need to organise replacements

Brian

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I understand how frustrating your situation must be, and I would love to help however I can. Do you still need assistance?

Best Regards, 

Brad.

[Brianj38]

Hi Brad

That would be great.  I’ve tried everything that I can think of including removing and factory resetting the three nest cams and setting them back up. Also reset my router, phone and nest display. In the last few days they have gone offline less but is still happening, sometimes is just one but then others it’s two and the two that are connected to power by the external nest cam power packs. I have removed the power and tried without them but it’s still the same. Any help would be greatly appreciated. I’m now feeling that I have faulty units and looking at returning them under my warranty which doesn’t have much time left on it so some speedy responses would be greatly appreciated 

Rgds, Brian 

[aatienza]

Hey Brianj38,

Thanks for trying those steps. A few questions: are you getting any error messages? Are there other devices connected to the same Wi-Fi where the camera is connected to? Also, are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the camera?

Thanks,

Archie

[Brianj38]

Hi

the nest cams are on the same wifi SSID as the nest hub, tv and mobile phones. Nothing has changed with and devices, no new devices and no network changes in the past 12 months.

these cameras are outside so nothing nearby like white goods etc

[aatienza]

Hey Brianj38,

Thanks for the information. Are you using a dual-band router (2.4GHz and 5GHz)? If so, which band are they connected to? Also, you can check out this link to Troubleshoot offline Nest camera or doorbell.

Thanks,

Archie

[aatienza]

Hey Brianj38,

I wanted to follow up and see if you are still in need of any help? Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,

Archie

[Brianj38]

Hi

yes I am still having offline issues

[Brianj38]

• You asked about 2.4 or 5 what is the best to connect to.

[aatienza]

Hey Brianj38,

Sorry for the delay. Since your camera is near from the Wi-Fi router, it's best to connect it to 5 GHz. Also, what's the status light of your cameras?

Thanks,

Archie

[aatienza]

Hey Brianj38,

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

Thanks,

Archie

[aatienza]

Hey Brianj38,

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

[Brianj38]

Hi,

can you please this open for 7 more days as I have just reset and changed the 3 cameras to 5GHz net work on router as they were on the 2.4 GHz range - I would like to see if that helps.

thank you for your message.

rgds

Brian

[aatienza]

Hey Brianj38,

Understood. Let me know how it goes.

Thanks,

Archie

[aatienza]

Hey Brianj38,

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

[Brianj38]

Hi

i am having issues setting one of my cameras up again as it was on the2.4GHz network and the other two were on the 5GHz network. I factory reset and have the slowly flashing blue light. I am running through adding but gets “Something has gone wrong”. I have re done this several times and ensured my phone is on the correct network but still the same. Please assist as it’s getting annoying now.

rgds

Brian

[Brianj38 · Accepted solution]

Hi,

I have managed to setup the camera but could only see 2.4GHz network even though my phone was on the 5GHz network. I couldn’t setup using IOS so used my Android phone and had to use the setup code as scanning failed. 

Please keep this open for another 7 days and I will advise if they go offline again. 
thanks 

Brian