Please help Nest battery Camera

[emilywvu5]

I have had my camera for about 3 months. All of a sudden my app said it was offline.(my other 3 cameras were working fine) I could not access it through my app so I tried removing it from my app and then re adding it. During the set up process after I scan the QRS code and my phone tries to connect with the camera but it never recognizes it. I tried to restart the camera but it doesn’t work. While I am holding in on the reset button the light stays white, eventually it goes back to green then the light turns off. I never see the blinking light and I never hear a tone. What should I do?? Please help. 

[nw_gser]

I have the same problem. These cameras are a pain to work with.

[EmersonB]

Hi everyone,

@All thanks for posting here in the community and I'm sorry to hear if you're having trouble adding back your Nest camera to the Nest app. You may reset it to the factory default and add it back.

Looking forward to your response.

Thanks,
Emerson

[nw_gser]

I deleted the cameras from my Home group and the Reset the camera. Now the Google Nest App fails in the middle of trying to add the camera back into my home network. The App starts looking for that cameras and the dumb square, triangle & circle just crashes to the bottom of the App screen and kicks me back to the "What are you setting up?" screen. You have no idea how many hours I have spent trying to get these cameras back on line!!

[EmersonB]

Hi nw_gser,

Thanks for getting back to us and I'm sorry to hear if it didn't go well. To confirm, what is the light status of your Nest camera during setup? Have you checked the link I shared on how to reset the Nest camera to the factory default?

Keep us posted.

Regards,
Emerson

[nw_gser]

I finally got the setup to complete is operation. It kept failing half way through but eventually caught and completed. A security camera should not be this difficult.

[EmersonB]

Hi nw_gser,

We're glad to hear that and thanks for getting back to us. Please let me know if you have other questions or concerns as I will be locking this after 24 hours. Feel free to start a new thread and we'll be happy to help.

Best,
Emerson

[emilywvu5]

Is the reset button the small button on the back of the camera? 

[EmersonB]

Hey emilywvu5,

Thanks for getting back to us. Yes that is right, for Nest camera (battery) the reset button is located at the back. You may hit the link I shared above for the steps. Let me know how it goes.

Thanks,
Emerson

[EmersonB]

Hi emilywvu5,

I'm dropping by to ensure that everything is covered here. I hope that the information sheds some light on the issue. If you have other questions and concerns, feel free to let me know.

Regards,
Emerson

[emilywvu5]

Hello, I tired resetting my camera but it still won’t connect to my app. Do you have any other suggestions?

[janthadeus]

Hey emilywvu5,

Thanks for trying. No worries, we’ll sort this out — a few questions: what’s the status light of your camera? How far is the camera from the router? What WiFi frequency band do you try to connect to (2.4 GHz or 5 GHz)? Were there any changes to your Wi-Fi network? Also, how far have you gotten in pairing your camera?

Going over the steps here might help:

1. Make sure Bluetooth is on. Turn Bluetooth off, then back on to refresh the connection.
2. Close all the apps running in the background of your phone, reopen the Google Home app then try adding it again.
3. Clear your app's cache.
4. Bring your phone closer to the camera within 10 to 12 inches during pairing setup.
5. Restart your phone, turn it off for 60 seconds then turn it on.
6. Put your mobile device on airplane mode, then turn on Bluetooth and WiFi.
7. Restart your modem or router, unplug it from the power outlet, wait for 1 to 2 minutes. Then, plug it back in.
8. Try a different mobile device.

Let me know how it goes.

I appreciate your help, Emerson.

Thanks,

JT

[Princesss]

Hey there,

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions, otherwise we’ll be locking the thread.

Best,

Princess

[emilywvu5]

Hello,

I have tried most of the suggestions in the previous message but it is still not working. The only thing I have not tried is using another mobile phone. I will try my husband’s phone this weekend. Hopefully that will work.

[Princesss]

Hi emilywvu5,

How was it? Are there any changes on its behavior?

Best,

Princess

[emilywvu5]

Hello,

so far it still won’t work. I’m going to try using my husband’s phone to see if it will work with another device.

[janthadeus]

Hey there,

Gotcha — sounds like a plan! Keep us posted.

Thanks,

JT

[aatienza]

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.

I appreciate the help, everyone.

Thanks,

Archie

[emilywvu5]

Hello, I just tried connecting the camera with my husband’s Samsung phone and it would not work. Is there anything else I can try? I purchased the camera through the Google store could I exchange it?

[janthadeus]

Hello there,

Thanks so much for your efforts here. Let’s further investigate this — could you fill out this form and let us know once you’re done?

Thanks for chiming in, Archie.

Best,

JT

[emilywvu5]

Just filled out the form. 

[janthadeus]

Hey there,

Thanks for the update. We got the form you've submitted — thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.

Best,

JT