Nest outdoor camera wont record audio

[FireworksGirl]

We have a nest outdoor camera that we have plugged into an outlet we also have nest aware subscription. I can watch the live with audio no problem. But there has never been audio recorded on the events, either in the home app or after downloaded. For some reason the nest app refuses to let us add the outdoor camera to it but the nest hub camera works on that app. We have a nest hub (mic is on) and nest wifi (2 points, one mic is on the other mic is off) and we have a Google nest mini (mic on). I have all the settings for the camera audio to record so I'm not understanding why audio won't record. 

Some more information: we live in a 1915 house with a lot of the original plaster and led glass windows. We constantly have issues with the camera or other devices not working. We frequently have to reset the nest wifi connected to the router to reset everything and that usually fixes the issue for a couple days. However recently this seems to be happening every other day opposed to a few days to weeks like before. But the audio issue has been happening since we installed everything. I'm not sure what to do. Or how to fix this. Any help would be greatly appreciated! Thanks! 

[Brad]

Hey there,

Thank you for bringing up the concern you're experiencing, I would love to look into this further for you. The first troubleshooting step that I'd recommend would be to restart your device. This process should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.

Best regards,
Brad

[FireworksGirl]

As mentioned we have frequently reset the camera and the nest wifi router/point and it doesn't solve the issue. The camera has been reset twice since this weekend and the nest router once. But I can't get it working long enough to even view live video at this point let alone deal with the audio issues. We plan on doing a full factory reset probably this weekend and go from there. 

[Brad]

@FireworksGirl

A restart is very different from a reset, which would be a factory reset, but thank you for the clarification. Is your camera connected to the same Wi-Fi as your phone with the app? Also, have you made sure that your app is updated to the latest software? How far away is the router from your camera? Please let me know. 

Best regards,

Brad

[FireworksGirl]

I'll have to see what that restart you mentioned is, I definitely assumed it was a reset so my apologies. 

When I initially set up the system it made me set up a new wifi thing. So my wifi from the Comcast router is "fireworks" but they one it made me set up is "fireworks girl" which was confusing. My phone is connected to "fireworks" camera is connected to "fireworks girl". I'm not sure if that is an issue or not but it's all from the same initial connection from Comcast. I'm pretty sure my app automatically updates as needed so that should be good. My Comcast modem is upstairs in the master bedroom and the camera is located down the hall outside of the upstairs bathroom. However I will say my house is very old 1915 with original plaster and led glass windows. I do know my sign isn't the greatest that side of the house even with the nest wifi and 1 point (wifi router is with the modem the 1 point is downstairs). We are thinking of buying more points to help with signal. 

[Brad]

@FireworksGirl

Thank you for the further context, I believe that what will help is that you would need to switch your camera's Wi-Fi channel from the 2.4ghz to the 5ghz, or vice versa. That way, it will be working on the same connection channel that the app is connected too. Restart the internet, restart the device and try to connect them to the same connection channel. Please let me know if you need further assistance. 

Best regards,

Brad

[FireworksGirl]

Thank you we will try what you suggested over the weekend or as soon as we are able to. 

[janthadeus]

Hi folks,
 

I want to make sure you're all good — how did the steps go?
 

I appreciate the help here, Brad.

Thanks,

JT

[aatienza]

Hey there,

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

[FireworksGirl]

I do apologize this past weekend ended up being crazier than anticipated sp we weren't able to follow the steps yet but should be able to this weekend. I appreciate you checking in. Thank you 

[aatienza]

Hey FireworksGirl,

We understand. Keep us in the loop.

Thanks,

Archie

[janthadeus]

Hi there,

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.

I appreciate the help here, Archie.

Regards,

JT

[janthadeus]

Hey there,

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.

Best,

JT