Outside camera notifications state cameras offline or not connected to wifi

[Connect23]

Hi,

2 out of 3 outside nest camera notifications state either offline or not connected to wifi. We've checked the wires outside, unplugged and plugged nest cord from socket and restarted router, but the 2 cameras still show offline or not connected. Has anyone else had this issue?

[Sandyroo]

Ditto. Nest wireless cams never exhibited this behavior until recently.  Fully charged, going on and offline randomly.  All 3 cams + doorbell too.   No change in location relative to wireless modem, strong wifi signal at cams.  This did not occur until after our internet provider performed “upgrades” in our area, which may or may not be related?

[AbigailF]

Hey folks,

Thanks for reaching out — let's see what's going on. 

A few questions: Has there been any recent changes on your network structure?  What were the upgrades your Internet Service Provider configured to your network? Are you using a modem/router combo provided by your Internet Service Provider (ISP)? Also make sure that there are no special characters on your guest network's name and password.

Try giving these steps a try:

Unplug the power from your Google Wifi devices for 2 minutes.
Change your network's name and password.
If the issue persists, factory reset your network and use a different network name and password. Take note that you'll need to reconnect your other devices and that your network data will be removed when you do this.

Let us know how it goes.

Best,
Abi

[Jeff]

Hi all,

I just wanted to jump in real fast to see if you saw Abi's reply and to see if you still needed some help on this or if you were able to get it sorted out with those suggestions. If you are still needing some help, just let us know and we'll be happy to continue helping.

Thanks,
Jeff

[Bigelow]

Help please 

[SynL]

Help please!

Same issue Reinstalled twice now and did all the changes to my network ID and passwords. It worked for about 6 hours then notifications start rolling in that my device is offline.  Please assist!!!! 

[janthadeus]

Hey folks,

Checking in — did you get a chance to try the troubleshooting steps that fixes Seanyboy’s camera connectivity issue? If so, how did it go? Let us know if you need more help.

Thanks for the help here, @AbigailF, @Jeff and @Seanyboy.
 

Regards,

JT

[Sandyroo]

My problem persists, rendering all three Nest wireless outdoor cams and wireless doorbell into an annoyance. These worked almost flawlessly when installed together new. Now I get notifications day and night, off an on, 24hrs a day. All four devices randomly go offline with a notification. If I check the cameras when I get a notification, it is indeed offline and “retry” fails to connect. All four randomly reconnect by themselves with no notification sent. I know when this happens whenever I get notification of something detected by cameras that we’re offline.

I tried reset, and fully recharging all devices, to no avail. Switching from Arlo to the latest, new Nest wireless cameras and doorbell was a winner for about 6 months. I’m frustrated by this new development.

Any help appreciated.  The laundry list of obvious suggestions has not been helpful so far.  

[Bigelow]

I am having the same problem.  It just says offline but says it’s fully charge which it should be because it accepted the charge I gave it.   But still says offline.  So I reset to factory settings and set it up again, it says something is wrong and won’t complete the setup.    Please help.   Oh yea, I have 10 other cameras without a problem.   There is nothing wrong with my network.  

[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.

Best,

JT

[Connect23]

Hi!

We found out that it was our wifi that wasn't strong enough and the router wasn't connecting properly with the internet company's modem.  We had the modem replaced.  One or two of the cameras still goes out occasionally, but it's because of the wifi connection.  Not sure if we'll need a stronger router.

[Brad]

Hi there, 

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[Bigelow]

Thanks brad.   Between tonight and Tomorrow I hope to try this thing again.   Life getting back to ‘normal’.   Sorry about this.   

[Brad]

@Bigelow 

No need to apologize, I am glad that you're still willing to try these troubleshooting steps out. We'll leave the thread open for a few more days to give you some time.

Best regards,

Brad

[Bigelow]

I tried tonight and used the QR code on setup and also used the one on the back of the camera code as well and it just says something went wrong with the setup.   I think this guy is going back under warranty.   How to do I do that?    Anything else I should do?    

[Brad]

@Bigelow 

Thank you for looking into that further, even if it didn't do the trick. Please fill out this form, and a higher tier of support will reach out to you with next steps. Once filled out, please let me know.

Best regards,

Brad

[janthadeus]

Hey folks,

Bigelow, we got the form you've submitted — thanks for filling that out. I’ve checked your case and it looks like our team has sent you a follow-up email about your request. Please check your email and reply back.
 

Wlfait and ShawnLandsman, I'm sorry to hear about your experience but we want to make this right for you. Please also fill out the form above shared by Brad so we can further assist you.

Thanks,

JT

[janthadeus]

Hey there,
 

It looks like we haven’t received your form. Please fill it out here and let us know once you’re done.

Thanks,

JT

[aatienza]

Hi there,

ShawnLandsman, we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Wlfait, do you still need our help with your device?

Thanks,
Archie

[aatienza]

Hey Wlfait,

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.
 

Thanks,

Archie

[janthadeus]

Hello everyone,

Seanyboy, got it. We appreciate your time isolating your camera connectivity issue — it's a big help. Let us know if anything comes up.

Bigelow, sure, not a problem! Keep us posted.
 

Sandyroo, understood — let’s sort this out. What’s the status light of the cameras and doorbell? How far are the cameras and doorbell from the router? Were there any changes to your Wi-Fi network? Also, are your cameras and doorbell connected to a 2.4 GHz or 5 GHz Wi-Fi network? 

Thanks,

JT

[Seanyboy]

Yes I have same problem I have reboooted I have reset I have addressed wifi issues 

this camera worked flawlessly google needs to come on board with a solution 

[Bigelow]

We are getting lots of agreements to our problem….. where are the people with the solutions?

[Seanyboy]

Hi guys, 

this is what helped me. 
I brought the camera beside the router an set up again by 2 times  with my original set up name etc this still failed to resolve the issue. 
removed all camera data links to google home 

set up camera with new name 

so original was “front door” I tried this on the two follow up resets. 
On the third reset in a week I named the the camera front door railings  for example I’ve had no issue since. 
Only one coincidence is I was near the end of my subscription !!!! (conspiracy theorist in me) 

[janthadeus]

Hey there,

Just checking in to make sure that you saw my response. I'll be locking this thread if I won't hear back from you again in 24 hours. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future. 
 

Best regards,

JT

[Bigelow]

Thanks for the reply.   I am in the middle of funeral and not home for a week.   You lock things up.  I’ll check things out that was mentioned when I got time.   Have a wonderful day and keep up the great work.   It’s helpful.   😊

[Sandyroo]

Please do not add to our frustration by locking this thread. We will simply start a new one, same issue. 

the solutions you suggest, and community members suggest, are onerous. Many steps affecting all my connected devices, if I rename my network and change passwords. I’m testing today again, this time recharging all devices before deleting them from my nest Home, deleting my Home, and starting over by creating a new home and adding them as new devices. Let’s see how that goes.

Meanwhile, I charged my original Arlo battery cams and turned them on after 173 days off (according to the software). They reconnected quickly, no issues. I’m remounting these again, at the same positions they were in, where they were replaced by the new Nest battery cams and doorbell. Interesting experiment, while I spend hours troubleshooting the Nest cams and doorbell.

[Wlfait]

Same.  Outside wired camera is offline.

I am out of state until May.

Attempted to call a pert, no help.

Might not want to count on these cameras for security?

[janthadeus]

Hi there,

We haven't received your form. Were you able to fill it out? Do you still need help?

Regards,

JT

[Bigelow]

Thanks for all the help.   I completed a form and they gave me info to some google specialist which then told me to replace the camera and they got me to fill out other things and I now got a UPS package paid situation and sent the pre-paid package off today to get a replacement camera.   Thanks for your care and I will now be waiting for a new camera.   I guess when it says something went wrong on the setup it means a camera replacement after a couple of other checks to confirm replacement.   Thanks for everything.   I guess I’m finished with things on this thread.   Good luck for the rest of you people that have issues.  If it’s still under warranty replacement will fix it.  

[janthadeus]

Hello there,

Bigelow, sounds good! Thanks for sharing that with us. We’re glad that our team was able to help you with your replacement.

Wlfait and ShawnLandsman, it’s us again. Still need our help?

Thanks,

JT

[ShawnLandsman]

Good evening,

I already submitted the form. Please let me know if it was not received. Cameras are still not working. 

Thanks,

Shawn

[ShawnLandsman]

I am having the same problem. 2 wireless cameras and wireless doorbell worked perfectly fine for months. Two weeks ago all three went offline at the same time, out of the blue. My Google Hub in the kitchen (with a camera) has still continued to work seamlessly this whole time. I tried all of the typical troubleshooting recommendations and nothing has worked. I will have to contact Google customer support in the coming days I suppose.