Nest cam outdoor won’t connect to nest app or google home

[RachT]

Hi all, I have a nest cam outdoor that I bought a few months back but kept in the box until I was ready to install it. Today I tried to link it to my nest app (I have an indoor cam already set up there) and it gets stuck on connecting to camera. 

if I bypass the QR code and type in the code, I get the wrong serial number digits when it asks me to pick the last 4.

I have tried this on both iOS and android and with my mobile data on and off, could my camera be faulty?

[aatienza]

Hey RachT,
 

I’m sorry you’re having trouble with this. No worries, we'll check this out. Does the phone you use have a QR code scan feature? Are you scanning the QR code in a well lit environment? Also, your phone camera may have trouble scanning the code if it’s tilted at an angle. Make sure it’s level with the surface that the code is printed on.

Thanks,
Archie

[aatienza]

Hey RachT,

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

[RachT]

Hi, yes I’ve still got this to work! I’d like help or to maybe return it for a replacement.

[RachT]

That should say NOT got this to work 

[aatienza]

Hey RachT,

Let's try setting it up using a computer. Learn more here. Once you successfully setup your camera, you can go to setting, then technical info to access the serial number of your Nest Cam Outdoor. Let me know how it goes.

Thanks,

Archie

[RachT]

Hi Archie,

I’ve plugged it into a computer, the light goes blue but the computer never sees it as a device. And to answer earlier questions I’m using iPhone 12 and I tried both scanning the code and manually typing in the serial nothing works. 

[aatienza]

Hey RachT,

Thanks for trying those steps. Let's check this further — could you fill out this form and let us know once you're done?

Thanks,
Archie

[RachT]

Hi Archie,

I’ve done the form.

Thanks

Rachael

[aatienza]

Hey RachT,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Please keep your lines open as they may reach out to you anytime soon. Also, please be advised that this thread will be locked after 24 hrs.
 

Thanks,

Archie