Nest thinks Cam is Already on Home but it’s on Neither

[martygoose]

Firstly, the above issue categories are not helpful.

I have recently transferred back to Nest from Google Home - reasons include lack of image preview push notifications and terrible person AI spotting, leading to inaccurate notifications.

Main issue. I removed both my legacy cams from Home AND Nest after one crashed during transfer.

Nest is now saying “This device has been transferred to the Google Home app. Go to the Home app to set up this camera”

The device is not on my Google Home app. So I am stuck with nowhere to go.

How do I remove this glitch.

[MplsCustomer]

@martygoose 

This seems like a defect in the beta "Public Preview" version of the Google Home app that perhaps was triggered either by a transfer to the Google Home app crashing or by removing a transferred camera from both apps.

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. 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 page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[martygoose]

Thanks - I spent an hour on the phone to Nest Support, who ended the call after asking me to press the little reset button on the camera, despite me repeating the fact that it’s a 1st gen legacy cam with no button.

Support have since emailed me to tell me to “turn off cam for 48 hours” which is an abysmal situation given these cameras were purchased to make me feel safe and secure.

This only happened because I had to switch back to Nest app after a terrible experience on Google Home. I’m considering moving to a different provider.

[MplsCustomer]

@martygoose 

Turning the camera off for 48 hours is a solution suggested in this forum by Google Nest in other situations for 1st gen cameras that need a factory reset but cannot be reset because they can't be accessed and removed from the Google Nest app in order to trigger a reset. I don't know if it will serve to reset your camera and allow you to reinstall the camera, since your camera seems to be caught between the Google Nest app and the beta "Public Preview" version of the Google Home app. It's not the greatest solution, but maybe it's worth a try, especially if Google Nest can't figure out the problem.

We've been avoiding the beta version of the Google Home app because it is "beta" and because it still lacks numerous Nest  app functionality.

(I'm just another Google Nest customer.)

[zoeuvre]

Hi folks,

@martygoose, I want to check if you are still in need of any help. Please let me know, as I would be happy to assist and answer any questions you may have.

Thanks for your help, @MplsCustomer. 

Keep us posted.

Best,

Zoe

[MplsCustomer]

@martygoose 

See the customer-posted solution on this thread; it seems you have to be using the beta "Public Preview" version of the Google Home app to add back a "transferred" camera.

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Deleted-1st-gen-transferred-camera/m-p/...

[EdmondB]

Hi everyone, 

@martygoose, just wanted to check if you've had a chance to see MplsCustomer's response. If you need anything else or have any questions, just let me know. 

I appreciate the help, @MplsCustomer. 

Best,
Edmond