New wifi6 router... CAN'T GET CAMERAS TO CONNECT !!

[cp7]

I'm 2 hours into trying to connect my 4 cameras to new wifi-6 router, and have only 1 connected. VERY PISSED... Followed all "instructions" , deleted all old cam set ups, un-installed, RE-installed the nest app, unplugged a hundred times, all the stupid BS !! any ideas ????

[edgeofuniverse]

Hi there,

I recently replaced my old Wifi router with Wifi-6 too (NetGear Orbi). I got "Camera unavailable" too. I can turn on and off the camera though, but never see video stream.

I'm using iPhone 12 mini.

[Brad]

Hi there,

Sorry to hear you're experiencing this, as I can imagine it has been an inconvenience. I would love to look into this further for you. A workaround I would suggest; try changing your new routers name and password information the same as your previous connection. Your devices should be able to connect to the new one. You may be able to go in once they are added and connected, and change your information of the new router if you wish.

Best regards,
Brad

[edgeofuniverse]

Hi Brad,

Thanks for following it up. The new Wifi router has the same SSID and password with the old one. The Nest cam actually can connect to Wifi and it finished the "Downloading updates" step. I can also turn on and off the camera via Google Home, but the problem is video stream never comes up. Also Google Home said it can't reach the camera (but I can turn it on and off).

Best regards,

cc @janthadeus

[janthadeus]

Hey folks,

I’m sorry for the delay. No worries, let’s sort this out —  a few questions: How far is your camera from the router? What type of camera is in question? Do you have an Android phone or iPhone? What Wi-Fi frequency band do you try to connect to (2.4 GHz or 5 GHz)? Are there other devices connected to the same Wi-Fi where the camera is connected to? Also, were there any changes to your WiFi network? 
 

Here are some troubleshooting steps you can try:

1. Close all the apps running in the background of your phone, reopen the Google Home app then try pairing your camera again.
2. Bring your phone closer to the camera within 10 to 12 inches during pairing setup.
3. Restart your router or modem, unplug it from the power outlet, wait for 1 to 2 minutes then plug it back in.
4. Factory reset your camera, when the light pulses blue it means it’s ready to be paired to your Google Home app. Try the pairing setup again.

I appreciate the help, Brad.

Thanks,

JT

[edgeofuniverse]

Hi @janthadeus 

Thanks for your troubleshooting guide.

1. I replaced my 8-year-old Wifi router with a new one (NetGear Orbi Wifi 6). It helped me to get through the never finish "Downloading Updates" problem. However, when it comes to viewing the camera's live stream, it said camera unreachable. The interesting thing is that I can turn on and off the camera through Google Home app successfully (the green light goes on and off), implying that my iPhone can communicate with the camera without problem
2. My iPhone and the camera are certainly within 10 inches distance
3. My Wifi has both 2.4 and 5 GHz.
4. Yes, there is another Nest cam (an old one, black in colour) connected to the same network. It works perfectly fine.
5. I've tried to restart the phone, the Wifi and the camera. 
6. I've also tried to factory reset the camera.

Thanks!

[janthadeus]

Hey there,
 

I'm sorry for the delay. Thanks for trying the steps I shared above, we appreciate your efforts here. 
 

You can also give these steps a try:

1. Make sure Bluetooth is on. Turn Bluetooth off, then back on to refresh the connection.
2. Ensure that IPv6 is enabled on the access point. Test it here: Google's IPv6 test.
3. It should not be connected to any Bluetooth devices. 
4. Cellular data should be turned off.
5. On iOS devices with iOS 14 or later, ensure that Local Network Access is enabled for the Google Home app.
   • On your iOS device's home screen, tap Settings.
   • Tap Privacy > Local Network.
   • On the list of apps, turn on Local Network Access for the Google Home app.
6. Put your mobile device on airplane mode, then turn on Bluetooth and Wi-Fi.
7. Ensure to pair your cameras to 2.4 GHz Wi-Fi frequency.
8. Try a different mobile device.

Let me know how it goes.

Thanks,

JT

[janthadeus]

Hi there,

It's me again. I want to make sure you're all good — did those steps work?

Regards,

JT

[janthadeus]

Hello there,

Just checking in to make sure that you saw my response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours. 

Best,
JT