New outdoor camera (battery) running on battery even though its plugged in.

[Chuck]

The new outdoor camera states it is supposed to record 24/7 when plugged in. Although mine is plugged in it still shows that it is on battery power and not recording 24/7. Yes, I checked the outlet and even used another outlet but still have the same issue. My other (older) outdoor Nest cameras work fine and record 24/7. Like other users on this forum, I have to say that the new Google Home app really sucks compared to the old Nest app.

Any pointers on the wired 24/7 issue would be appreciated.

[MplsCustomer]

We purchased and are using the 10M power cable that Google sells for the Google Nest Camera Battery. Under Settings | Battery in the Google Home app, it shows as "Plugged in" and under "Battery usage" it shows as "Custom". And we are getting 24/7 recording.

[Brad]

Hi there,

Sorry for my late response. Thank you for all of your patience while waiting for a reply. I just wanted to make sure that your issue is addressed. I can definitely understand how frustrating your situation must be. I would love to help you find a solution to this issue. 

• Do you still need help with this issue?

• What troubleshooting steps have you done thus far? 

• Have you tried to restart your device if you haven’t already?

• If the restart didn’t work, have you tried to do a Factory Reset? This would be a last resort option, but would clear out issues and the device would essentially be ‘brand new’

Please let me know if you need further assistance. 

Best Regards,

Brad.

[GarrettDS]

Hey there,
Just wanted to jump in here to check to make sure that you saw our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS
 

[Chuck]

I did see it but have not tested it yet. I will be back at that home on Wednesday and will be able to try the options. 

thank you!

[Th0r]

hi, I was about to open a new conversation about this then stumbled upon this. I've been having this issue since start of this year. Been going back and forth with support, they've replaced camera twice so far but proble still persist. Is there a particular settings I need to set?

One of the cameras is doing my head in. I have to unmount to charge it. As soon as it's back mounted, plugged in, it drain the battery within the first 8 hours. (Even though it shows plugged in)

I'm about to kick these in the head. 

[Chuck]

Th0r,

I had to do the factory rest in order to get mine to work properly. 

Chuck

[MplsCustomer]

@Th0r 

Our experience with the Google Nest Camera (Battery) over the last 13 months is that, when it is plugged in with the optional power cable (feeding towards the FRONT of the camera) it runs off of household current (which is what Google Nest says should happen: (https://support.google.com/googlenest/answer/11830989?hl=en - "For wired installation setups with a Nest Cam (battery), the wires power the camera directly."). The battery always stays charged (at least 77%), and it shows as "Plugged In" with an infinity symbol.

If yours won't charge when it's mounted, you may have a defective camera.

[Th0r]

But google have replaced it twice! Are you saying that all of their cameras so far that I've received have been defective? My other is doing similar fashion. How many replacements do I have to go through? They were working just fine last year.

[MplsCustomer]

@Th0r 

I'm just another Google Nest customer. Our experience has been that when the camera is plugged in all the time, while mounted, with the optional power cable, it works fine and is comparable to our older wired cameras (except that we have to go to the separate Google Home app).

Some customers in this forum have had problems because their charging cord/power cable was incorrectly connected to the bottom of the camera with the cord feeding towards the back of the camera. In fact, ADP seems to be installing them that way! Some customers in this forum have had defective charging cords, or the plugin falls apart, or a defect in the camera--all of which have prevented the camera from charging.

I'm just sharing that, when our camera is plugged in all the time with the cable feeding towards the front of the camera, it always shows as "Plugged in" with an infinity symbol and the battery stays charged, even during a Minnesota winter. I think this is expected performance.

To me, it does not make sense if your camera won't charge when it is mounted.

The original poster on this thread ( @Chuck ) just reported that they had to do a factory reset to get their camera to work properly.  I don't know why.

[MplsCustomer]

Google Nest's instructions say "If you didn’t install your camera with a power cable, you’ll need to remove it periodically to charge the battery" (https://support.google.com/googlenest/answer/9252289?hl=en#zippy=%2Cnest-cam-battery). Is that true?  Why does it have to be removed (dismounted) to charge it?

In this forum, Google Nest Community Specialists have claimed, when asked, that the 3-meter charging cord that is enclosed with the camera is technically the same as the 5-meter and 10-meter optional power cables, but if that's so, why do the instructions say you have to remove the camera to charge it?

[Th0r]

thanks for finding that as it's definitely contradicting to what they're trying to sell to us. I'm so confused with this behaviour

[Juni]

Hi folks,

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,

Juni

[Juni]

Hi there,

I want to check if you still need help. Don't hesitate to reach back if you do.
 

Best,

Juni

[Aileen]

We’re new customers, installed our outdoor camera 12/17/22: has been questionable. They send the same tech second time and still it doesn’t show “plug-in”. They want us to climb the ladder and test electric power source, we’ll my husband and I just both have major surgeries 2 weeks ago.

Tech came back and left, says wait for few days for it to kicked. Now this is frustrating since my outdoor camera says 15 hours left. 
We opted for professional installation, with hefty fees and this is what we get. Unbelievable!

[Chuck]

See if there is a firmware update. It fixed my issues after a factory reset. 

[Aileen]

How do I factory reset without climbing up the ladder? Can ADT remotely do it?

[MplsCustomer]

@Aileen 

You have to press the reset button on the back of the camera in order to reset it:

https://support.google.com/googlenest/answer/9252162?hl=en#zippy=%2Cnest-cam-battery-or-nest-cam-wit...

I'm just another Google Nest customer, but if ADT installed your camera and it is plugged in but is NOT showing as "Plugged in" with an infinity symbol (under Settings | Battery) and is NOT keeping the battery charged at all times, then I think ADT should come out and get the camera working at no additional cost to you. Some months ago, there was a post in this forum where ADT had plugged in the power cable incorrectly and it was NOT feeding towards the FRONT of the camera, as it is supposed to.

(We have had a Google Nest Camera [Battery] plugged in for 15 months, and it is always "Plugged in" and "Live".)