Nest gen 1 wired camera says it's attached to another account

[mandofin]

I've got a Nest Gen1 camera that I'm trying to connect to a new network in my home (long story).  I get to the point where it says that the Nest Can is connected to another account.  However I'm the original owner and I no longer see it as being listed in my account.

[MplsCustomer · Accepted solution]

@mandofin 

That's what happens if you change your Wi-Fi network without performing a factory reset on your Google Nest devices; the Google Nest app is seeing the old Wi-Fi settings on your camera, and is not smart enough to figure out the account.

It is NOT straight-forward to change Wi-Fi settings; see this Help topic:

https://support.google.com/googlenest/answer/9223711

As noted in the Help topic, Google Nest's first recommendation is to set your network name (SSID) and password on your new router/modem to the same values used on your old router/modem.  That's what we did a couple of years ago and we didn't have to update any of our Google Nest devices.

If you can't do that, then you have to do a factory reset (https://support.google.com/googlenest/answer/9252162).  Unfortunately, you can only do that by removing the camera from the Google Nest app while you are still on your old Wi-Fi network and can communicate with your camera.  Another alternative, noted in the Help topic, is to go into the Google Nest app and change your Wi-Fi settings on the camera, but again, this has to be done while you are still on your old Wi-Fi network and can communicate with your camera.

If you cannot do that, then you may have to wait up to 60 days until your Nest Aware subscription on the camera expires: https://support.google.com/googlenest/answer/9249728

[mandofin]

Thanks.  So in setting up the new network (I upgraded to Google Mesh Pro) I did set the network settings to the same SSID and password and it didn't connect.  I then disconnected the new network and set up the old mesh network devices with the same SSID/pswd and it still wouldn't connect.  Also, I don't have a Nest aware subscription so I don't see that waiting the 60 days is going to help.   Any other ideas?  Now it's giving me a "Camera could not be added to your Nest Account (C101)."  I did look up that error and it says "When this error appears, it means the app thinks your camera may already be set up in a home."  Is it possible for someone at Nest to disconnect it without waiting the 60 days?  I won't be here in 60 days.

[MplsCustomer]

@mandofin 

I don't know why using the same SSID and password didn't work in your case, or why reverting to your old equipment also didn't work.  You could try contacting Support.

To contact Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Select your device from the dropdown, click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.