cancel
Showing results for 
Search instead for 
Did you mean: 
Replies are disabled for this topic. Start a new one or visit our Help Center.

New Nest Battery Cameras offline

Chance1988
Community Member

Since fitting my 3 new nest cams (battery) they are now offline and won’t reconnect, they worked for a few days and now the last few days they won’t reconnect or show me feed, it seems as if they are still recording green lights on, and get notifications on zones but no feed displayed on google home app. 

1 Recommended Answer

Hello empty, yes the alerts were working for example when my dog triggered it out in the garden, however no live stream or video play back . The mesh system is the ASUS XT9 (2 pack) 

I have updated the Google home app previously with no fix . What seems to have fixed is I read somewhere else if you change the status light from dim (previous choice) back to auto and then rebooted my mesh, this has made them come back to life . I also cycled the mesh’s firewall . It wasn’t just a case of rebooting the router as I had previously tried that. So my guess would be either the firewall or strangely the status light has somehow fixed the issue . Thanks for your help. 

View Recommended Answer in original post

9 REPLIES 9

Chance1988
Community Member

Just to add I have an old nest outdoor camera that is working fine . All signal strengths are good from mesh system and have turned off firewall on mesh to see if this was causing it with no fix . Seems like a common fault … 

@Chance1988 

That seems odd. When the battery camera is running on battery power, the green status light means the camera is supposed to mean it's on and connected to Wi-Fi, but it won't record unless it detects an event or you're viewing it.

Until a few months ago, when you accessed a battery camera running on battery power in the Google Home app or on the home.google.com website, you had to select "Live" to get a live view. Then they made a change so that the camera switched to live-streaming whenever the camera was accessed in either place. What exactly happens to you now when you access the cameras in the Google Home app?

Can you get a live feed on the home.google.com website?

(We've had a battery camera since Sept. 2021--plugged in with the optional power cable--but in that case the camera is always "Live" and online.)

I forgot to state all 4 cameras are hard wired (3 new battery 1 old version ) 

They show offline and won’t retry or the camera is unreachable or saving battery 

@Chance1988 

Google Nest's "the camera is unreachable or saving battery" is poorly worded and inaccurate; Google Nest sends it even when a camera is plugged in.

I don't know why your cameras are offline.

Were your cameras plugged in at the time you installed them in the Google Home app? If they were NOT--as some customers have reported--Google Nest may have set up your cameras as battery-powered, in which case you have some of the drawbacks of the cameras being battery-powered.

If you go to Settings | Battery for your cameras, do they show as "Plugged in" with an infinity symbol?  (That's how ours always shows, unless we unplug it.)

If your cameras were installed as battery-powered, the only way to get Google Nest to recognize them as plugged in is to remove them from the Google Home app and reinstall them while they are plugged in. (A few other customers in this forum have done so.)

(There also seems to be some question as to whether you can use the 1-meter charging cord that comes with the camera as a power cable.)

Except for Wi-Fi issues, I don't have any other possible explanation for why your cameras are offline.

To confirm all cameras have the infinity sign as to show it’s plugged in. They were set up with the 10m genuine cables powered on also. 
I have now gone into the ASUS XT9 mesh and reset the system , after changing the status lights from dim back to auto and it seems to have fixed the issue . I have previously done the reboot on the mesh and nothing changed hence why I think it’s to do with either the status light, or the fact I cycled the firewall on the mesh off and on. 
thank you for your assistance , currently atm they are working . 

rajmi1234
Community Member

Nem jó 

EmptyNester
Silver Product Expert
Silver Product Expert

Hi Chance1988,   I'm an end user like you and I have been reading this thread.  Like MplsCustomer I'm also not sure why this is happening.   You said you are getting alerts but no video?

What is the brand of the MESH system?   The reason I ask is if you are on the NEST Mesh then there is one setting that people change that seems to help.  

Make sure you are on the newest version of the GOOGLE HOME app.  I'm not sure  how to check it on an Android but if you are on an iPhone go to the App Store. Then click on your picture icon in the upper right corner.  Scroll down until you see the GOOGLE HOME app and see if is shows an update is available and if it is do it.

Next I would suggest you sign up for the PREVIEW update for this app as Google has released a number of good updates that are only available in this PREVIEW.  I have been using it for months without any issues.  To do this go into the GOOGLE HOME app and in the lower right corner click on the gear SETTINGS.  Scroll down until you see PUBLIC PREVIEW and request that it be activated.

If none of this works let me know and I will try to escalate this and get you some help directly from the Google Tech folks.

 

Hello empty, yes the alerts were working for example when my dog triggered it out in the garden, however no live stream or video play back . The mesh system is the ASUS XT9 (2 pack) 

I have updated the Google home app previously with no fix . What seems to have fixed is I read somewhere else if you change the status light from dim (previous choice) back to auto and then rebooted my mesh, this has made them come back to life . I also cycled the mesh’s firewall . It wasn’t just a case of rebooting the router as I had previously tried that. So my guess would be either the firewall or strangely the status light has somehow fixed the issue . Thanks for your help. 

EmptyNester
Silver Product Expert
Silver Product Expert

WOW,,,, that is great news that you are up and running. But what trouble shooting nightmare. Persistence prevailed.