Nest indoor camera not connecting

[JRebel05]

Google Home app is not connecting to google nest indoor 2nd gen camera. When trying to add it to the app the light on the outside turns from white to green. It never turns blue as the instructions state. I tried a hard reset with a paper clip with no success. 

[MplsCustomer]

@JRebel05 

Was your camera previously installed in the Google Home app?

[JRebel05]

No. But I have another camera already installed and working if that matters. 

[MplsCustomer]

@JRebel05 

I was asking because you said your camera's status light was green, which is supposed to indicate that your camera is connected to Wi-Fi and is processing images, which does not make sense when you're newly installing. It should be pulsing blue, indicating it is ready to connect. (https://support.google.com/googlenest/answer/9268073?hl=en&sjid=15212365948585619290-NA#zippy=%2Cgoo...)

When you tried a factory reset, did you get the status light blink yellow 4 times at 10 seconds, followed by a solid yellow light and a confirmation tone? (https://support.google.com/googlenest/answer/9252162?hl=en-CA&sjid=15212365948585619290-NA#zippy=%2C...)

If you can't get it installed, you could try contacting Support, using the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[JRebel05]

Let me give some more context. This is a camera I bought refurbished from Amazon. So maybe it thinks it’s still connected to the original owner?

when I factor reset it, it blinks yellow, plays the noise but the light goes back to green. 

[MplsCustomer]

@JRebel05 

I don't know whether the 2nd gen indoor camera must be removed from the previous owner's Google Home app in order for you or anyone else to install it.  (This is what Google Nest says: https://support.google.com/googlenest/answer/9223711?hl=en-GB&sjid=10325731353297031935-NA#zippy=%2C....) If that's the case, and the previous owner did not do so, then the reseller who sold this camera on Amazon sold an unusable camera.

I don't know if there is any recourse.

[EmersonB]

Hi everyone,

@JRebel05, thanks for reaching out here in the Community. We would recommend you to follow the steps below.

To reset:

Remove your Nest Camera from the app

Note: Your Nest Camera needs to be connected to Wi-Fi for it to be removed from the app and factory reset.

1. Open the Home app or the Nest app.
2. Tap the camera that you want to reset.
   • Tip: To help restore your settings after resetting your camera, write down or take a screenshot of your camera settings.
3. Tap Settings Remove device Confirm.
4. If you’re giving your camera to someone else, you’re done. If you want to reconnect your camera to the app, simply go through camera setup in the app again.

Use the reset button

1. Locate the reset hole on the bottom of the camera head. It’s between the power cord and the camera neck.
2. Insert a paper clip, thumbtack or similar into the hole. Press and hold down.
   • At 10 seconds, the status light will blink yellow four times, and you’ll hear a countdown tone.
   • At 12 seconds, the status light will be solid yellow. When the camera begins resetting, you’ll hear a confirmation tone.
3. Release the button. Your camera will restore to its factory settings.
4. After the factory reset, your camera will appear as “Offline” in the app until you remove it.

Hit this link for more information and let us know how it goes.

I appreciate the help, MplsCustomer.

Regards,

Emerson

[MplsCustomer]

@EmersonB 

Sigh. You did not answer the question.

This customer bought a refurbished camera on Amazon.

Is it an absolute requirement that the 2nd gen indoor camera must be removed from the previous owner's Google Home app in order for anyone else to install it?

[Lance_L]

Hey everyone,

Thanks for posting in our Community. I apologize for the delay. I'm chiming in to ensure you've got the answer you're looking for.

The new cameras available only in the Google Home app do not need deactivation; there is no need to remove them from the previous owner’s account. You can reset the cameras to factory defaults and link them to another account. Refer to the Help Center article Restart or factory reset Nest camera or doorbell for the instructions.

Feel free to let me know if you have more questions about this.

I appreciate your help, Emerson, and MplsCustomer.

Best,

Lance

[MplsCustomer]

@Lance_L 

I am puzzled by your reply.

If there is no need to remove the 2nd gen cameras from the previous owner's account, then why does Google Nest's own "Moving guide for Nest devices" say, under "Leave a device for the next resident", to go to the Google Home app and go to Settings | Remove device | Remove?

And why do so many customers in this forum discover that if the previous owner does not perform the removal specified by Google Nest above, the new owner cannot install the camera?

In this customer's case on this forum, the status light turns green instead of blue even though they've done a factory reset on their refurbished camera, and they cannot install it.

[Lance_L]

Hey MplsCustomer,

Good questions! The Moving guide for Nest devices recommends that this step be taken by the previous owner to make it easier for the new owner to add the devices to the new account. Removing the Nest cameras and doorbell from the Google Home app is only one of two ways to perform a factory reset for the devices. If this has been done, then the devices should be ready to be added to the new owner’s account. Otherwise, they need to perform the second method to factory reset the device, i.e., using the physical reset button. More information here: Restart or factory reset Nest camera or doorbell.

If the user has attempted to reset the device but the status light remains green, this means the steps weren’t completed. A successful reset will be indicated by a pulsing blue status light. See Nest camera and doorbell lights and sounds.

I hope that helps.

Regards,

Lance

[Lance_L]

Hi JRebel05,

Buzzing in — do you still need our help? Don't hesitate to reach back if you do.

Best,

Lance

[JRebel05]

I called customer service and they walked me through it. I needed to fully reset it by holding the reset bottom for 20 seconds. I was only holding it for 10 seconds which I guess only turns the camera on and off.

[Lance_L]

Hello JRebel05,

I’m glad to hear that this has been sorted out, and thanks for sharing your resolution with the Community. Feel free to reach out if you have any other questions. I’m here to help.

Cheers,

Lance