Nest camera 2ne generation not downloading initial update

[Lenthan]

I got a replacement for my old nest camera that has always worked perfectly well and when I tried to add it to my home it will get to the point it's trying to download the initial update and it never gets off 100%.  After spending way to much time chatting with tech support they decided to send me a new one.  This one has the exact same issue.  I have read that this has been an issue and I have tried every remedy I could find online.  Set up a new home, I set up a WiFi network that was separate from my other home to ensure I wasn't getting any interference with anything else.  I tried multiple devices to do the initial set up all with the same results.

Has anyone had any luck getting this problem resolved.  When I was chatting with tech support they didn't indicate that they had any idea what is actually happening and instructed me to do all of the same stuff I have tried over and over.

Any thoughts or ideas would be greatly appreciated because I'm about to throw this thing out the window.

Thanks 

[MplsCustomer]

@Lenthan 

This is the second report today about the same problem. Here's the other one:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Cam-won-t-download-update/td-p/542...

[Lenthan]

Thanks, there have been several of these kind of post searching back but there is never an answer that seems to work.

[EmersonB]

Hello everyone,

@Lenthan, thanks for reaching out here in the Community. We hear you and we wanted to help you with this. Try resetting your Nest Camera to the factory default and set it up again to your app. During setup and connecting to a Wi-Fi network, try setting up your mobile hotspot and don't use your home Wi-Fi. If it goes well with your mobile hotspot then there's a problem between the connection of your Nest Camera and Wi-Fi router. You might want to check its settings and see if there's a firewall or parental controls enabled.

Let us know how it goes.

I appreciate your response, MplsCustomer.

Best,
Emerson

[Lenthan]

I tried that, still never moves off of 0% when downloading the initial update.

Not sure it matters but it's a nest camera not thermostat 

[EmersonB]

Hello Lenthan,

I appreciate your update. To confirm, what is the light status of your Nest Camera? Could you please tell us how you perform the reset? How far is it from your Wi-Fi router while setting it up? 

Looking forward to your response.

Regards,
Emerson

[Lenthan]

I hold down the reset button until it flashes chimes and resets.  I think the light is blue, it adds into Google home but then fails to update.  It says it's successfully added but then goes to do the update but never goes above 0%.  This happened both on my home WiFi network and when I tried using my phones hotspot.

It is around 15 feet from one of the 3 access points I have in my house (one on each level). I am 100% sure my WiFi network and the cameras proximity to the access point is not the issue.

[zoeuvre]

Hi folks,

@Lenthan, thanks for getting back to us, and thanks for trying the steps provided by Emerson. Try to also ensure that you have the latest version of the Google Home app installed on your device and the latest version of your phone—iOS or Android. Also, try setting up the camera using a different device or network to isolate any device-specific or network-related issues.

Let us know if you have any other questions.

Thanks for your help, @MplsCustomer and Emerson. 

Kind regards,

Zoe 

[Lenthan]

I do know that everything is up to date.  I have tried a couple different devices already as well but they have all been versions of pixel phones.

[zoeuvre]

Hi Lenthan, 

Thanks for letting me know. Don't give up on us yet—we'd like to further check on this. Could you fill out this form and let me know once you're done?

Best regards,

Zoe 

[Lenthan]

I filled out the form, thanks!

[zoeuvre]

Hi there, 

Thanks for the update. We got the form you've submitted—thanks for filling that out. Please keep an eye on your email, as someone from our team will reach out to you to assist you more. If you have questions or concerns in the future, feel free to start a new thread, and we'll be happy to help.
 

Cheers,

Zoe

[Lenthan]

Sounds good, thank you for your time.

[zoeuvre]

Hey Lenthan, 

You're most welcome! If you come across other information you'd like to pass along or have more questions, feel free to create a new post along with your thermostat's wiring setup.
 

All the best,

Zoe