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Problem connecting to cloud

BrutusGulin
Community Member

Hello everyone,

For some quick background, I have a Nest Wifi system at home as well as several working Google speakers and a Nest Hub Max. To complement this system I recently purchased a Nest Doorbell (battery) and an outdoor Nest Cam (battery).

However, after multiple attempts over the past 2-3 weeks I have been unable to setup the doorbell or camera. I reach the stage in the google home app where it asks if I have any of a list of Nest devices already set up in my home, which I do not, so I press no. It then asks me to create a new network and I click "Create network."

I then received the following message: "Problem connecting to cloud Please try again later" I have tried again and again over a period of a couple weeks so at this point I am at a total loss over what to do next. It is probably worth mentioning that I have already tried the standard fixes such as restarting my network, checking if my ISP gave me a static IP (they haven't), enabled IPv6 etc.

How can I get these devices working? Appreciate your help and guidance.

Cheers,

Brutus

1 Recommended Answer

So here is the back ground.  Google Purchased Nest many years ago.  And all of us had "nest" user account that could be connected to any email address.... and life was good.   Then Google started forcing everyone to migrate what they called the "nest" accounts over to Google accounts.  When everyone started to migrate sometimes it went smoothly and sometime it didn't in terms of how all of the devices transferred over.  The other thing that caught people by surprise is that when you did the migration of your nest over to Google you were then required to use a GMAIL account only.    And once you migrated over you could no longer go back to using your "nest" account.  So this was my long winded way of saying I don't think you will be successful with trying to use a "nest" account. 

Also, forgive me but do you have the older (generation 1) nest cameras?  Or are you trying add 2nd gen cameras (sold starting in Sept of 2021 and usually has the word (battery) in the name)?  If you have the older nest cams then you can only ADD them to your home via the Nest app.  If you have the newer gen 2 cameras the you can only ADD them a view them in the GOOGLE Home app.

The reason I asked if you had more than one GMAIL account is because often people get the accounts confused and they try and log into the NEST APP or the GOOGLE HOME APP with the wrong gmail account and then they try and add a new device and that devices is already registered with a different Gmail account.  

Not sure if any of this helps.  But if it is any consolation it is a very confusing product as you can see from so many people posting on this forum.  I have a good deal of user knowledge but I do not claim to have all the answers and for problems like what you are describing I am defiantly not sure how to straighten it out.  That is why I think your best hope is to reach out and speak to a Google nest tech on the phone. But be prepared as these phone calls can often take 1+ Hours of time once you are speaking with someone.

Here is the link to get started with speaking with an actual Nest tech on the phone.

https://support.google.com/googlenest/gethelp

 

View Recommended Answer in original post

9 REPLIES 9

EmptyNester
Gold Product Expert
Gold Product Expert

Hello, I'm and end user like you.  Why are you answering NO?  You have other nest devices in your home.  Try answering yes and see what happens.

aatienza
Community Specialist
Community Specialist

Hey BrutusGulin,

 

I'm dropping by to ensure that everything is covered here. I hope that sheds some light on the issue.
 

I appreciate the help, EmptyNester.

 

Thanks,

Archie

Hi aatienza, appreciate you checking in. Still no solution identified, doorbell and camera continue to be expensive paper weights.

Cheers,

Brutus

Brad
Community Specialist
Community Specialist

Hi there,

Thank you, @EmptyNester for all of your help! Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow up questions or comments.

Best regards,
Brad

Hello, great question, I probably should have covered it in my initial post. You get a screen that says "Do you have any of these devices already set up in this home?" And while I have a Nest Hub Max and some speakers I don't actually have any of the devices it lists. If I click "Yes" anyway, the next screen says "Contact the owner" and "Those devices were set up on another person's account" - which is quite simply impossible in my situation. On this screen I am presented with the option of "Exit setup" and "No thanks." 

Clicking "No thanks" takes me back to the "Create a new network?" option, which spits be back to "Problem connecting to cloud" if I try to create a new network. I hope that clarifies!

Hmmmm,, it sounds like you might have more than one Gmail account.  If you do trying logging out of the app and login back in with that account.    If you are not sure you can log into your gmail account (like you are reading your email) and then click on the circle in the upper right corner and I think it tells you there in the list if you have any other gmail accounts.

Dear EmptyNester, yes I do indeed have 2 Gmail accounts! Neither one should be a "business" or company account though. I have them connected as primary + secondary accounts. What do you think could be going wrong in terms of the product setup?

On an unrelated note, I tried to create a Nest account and download the Nest app to setup the doorbell and camera but I couldn't get anywhere in the Nest app, I got stuck in some sort of loop trying to add my "Home" from the Google Home app.

So here is the back ground.  Google Purchased Nest many years ago.  And all of us had "nest" user account that could be connected to any email address.... and life was good.   Then Google started forcing everyone to migrate what they called the "nest" accounts over to Google accounts.  When everyone started to migrate sometimes it went smoothly and sometime it didn't in terms of how all of the devices transferred over.  The other thing that caught people by surprise is that when you did the migration of your nest over to Google you were then required to use a GMAIL account only.    And once you migrated over you could no longer go back to using your "nest" account.  So this was my long winded way of saying I don't think you will be successful with trying to use a "nest" account. 

Also, forgive me but do you have the older (generation 1) nest cameras?  Or are you trying add 2nd gen cameras (sold starting in Sept of 2021 and usually has the word (battery) in the name)?  If you have the older nest cams then you can only ADD them to your home via the Nest app.  If you have the newer gen 2 cameras the you can only ADD them a view them in the GOOGLE Home app.

The reason I asked if you had more than one GMAIL account is because often people get the accounts confused and they try and log into the NEST APP or the GOOGLE HOME APP with the wrong gmail account and then they try and add a new device and that devices is already registered with a different Gmail account.  

Not sure if any of this helps.  But if it is any consolation it is a very confusing product as you can see from so many people posting on this forum.  I have a good deal of user knowledge but I do not claim to have all the answers and for problems like what you are describing I am defiantly not sure how to straighten it out.  That is why I think your best hope is to reach out and speak to a Google nest tech on the phone. But be prepared as these phone calls can often take 1+ Hours of time once you are speaking with someone.

Here is the link to get started with speaking with an actual Nest tech on the phone.

https://support.google.com/googlenest/gethelp

 

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow up questions or comments.

Best regards,
BradHey folks,

 

Thank you @EmptyNester for your additional help!