Problems installing nest cameras

[rduffy]

I used google home to set up the first nest camera. 

When I tried the 2nd, 3rd, 4th cameras it always hangs at connecting to assisting nest device.

If I set up another home it will install camera 2.

I would think they could all be in the same home.

Any ideas on what I am doing wrong?

Thanks,

--Rick

[APH3388]

I have exact.y the same problem. First cam no worries, subsequent ones stuck on connecting to nest device..same with doorbell.

[NicoNico]

Same problem I got a bunch of cameras and I could only setup the first camera. Other ones get stuck connecting to another nest device “to speed up setup”. Pretty annoyed by this.

[rduffy]

I finally found that if you turn in airplane mode that helps. 

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Please let me know if you need further assistance. 

Best Regards, 

Brad.

[alunthomas]

Hi Brad...I need assistance as I have the same issue...first camera set up but noted it needed to switch to Google Home app...now setting up 2nd Nest Cam (Battery) and it gets hung up on "Connecting to Assisting Nest device" and finally notes "Can't connect to assisting device"...with only two options...exit setup or Retry...which I have on numerous occasions with not luck...please advise as I'd like to buy a few more if I can get them working...thanks...Alun...586-350-0064

[TheMegh]

I still need help with that. I have the same issue. I might return the doorbell camera if I can’t connect it

[DeaconB]

Having the same issue.  I can't connect anything but my doorbell.  How do I get help?

[TheMegh]

Hey! 
I solved that by creating a new home in the same account and added the new camera to it. Then deleted the old home and added the old camera to the new home

[TheMegh]

How would that work without a wifi??

[Brad]

Hey Folks.

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.

[MplsCustomer]

If you're still struggling with this, two customers ("Edgars" and"Father_Thyme") in this post were able to get past the "assisting device" problem by setting their phone to airplane mode with WiFi and Bluetooth turned on. (You can do that on an iPhone, but you have to turn them on separately.)  I have no idea why this would work, but they say it worked:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/quot-Can-t-connect-to-assisting-device-...

[TheMegh]

I appreciate your help. I tried that too and it didn’t work. I also tried to delete the old camera, install the new one then add the old camera back but now I’m struggling with even getting the old camera recognized again!! I’m very surprised that Google products have this weirdly stupid system that is not even able to connect their own devices. I’m returning what I recently bought: the doorbell, nest outdoor and the nest hub. Very disappointing experience! And what is more frustrating is the Google doesn’t even look at those threads 

[MplsCustomer]

@TheMegh 

I'm sorry to hear that. We are a Google Nest customer who has been happy with Google Nest except for this year's new cameras and doorbells that do not work with the Google Nest app and the home.nest.com website and therefore lack some of the features of previous cameras and doorbells.

But this rash of problems with the "assisting device" feature on new installs is really disconcerting because it leaves customers with no recourse. It also seems a recent development; we've never encountered it in our installs of past Nest devices. And until this year, it seems we always had to specify the SSID and password when installing a new Nest device rather than relying on an unknown "assisting device."

@Kalla  as a Google Nest Support staff person who has been watching this  thread and similar threads, can you please have Google address this "assisting device" predicament ASAP so you don't lose customers because their Nest devices won't even install?

[TheMegh]

I do appreciate your help! 
I solved this issue by: 

1- Created a new home and installed the Nest camera first. Made sure it works. 

2- Created another home and installed the nest doorbell. 

3- Factory reset the Nest camera by pressing the reset button in the back of the camera for 10 seconds

4- Reinstalling the Nest camera again to the home that has the doorbell camera. Everything worked fine now! 

[Brad]

@MplsCustomer

I am collecting this information at this time, and I do not have an answer to this issue as it being looked into further. Please do your best to assist your fellow Community Members out the best you can if you have any sort of temporary fix. But the feedback on this customers issue is appreciated. 

Best Regards,

Brad.

[MplsCustomer]

@Brad 

Another six weeks have gone by since you said you were "collecting information", yet I still see people having various problems almost every day being unable to contact an "assisting device" when adding a new device.

Why can't Google either address the problem with a software fix to the Google Home app, or publish specific instructions on the Google Nest Help website telling people exactly what to do when they encounter the "assisting device" error?  Not a series of "try this" troubleshooting steps, but instructions on how to get past this Google Nest defectg.

And why does it happen only to some customers. In the last few months we've added a Google Nest Camera (Battery), a Nest Hub, a Nest Hub Max, and a Nest Hello Doorbell without encountering this problem. Does it depend on the version of the software/firmware that happens to be pre-loaded at the factory on each Nest device?

[Brad]

@MplsCustomer

The information is still being collected. I am a Moderator/Community Specialist, I am not a Google engineer. Please continue to share your feedback on the app. There is no ETA whatsoever I am afraid. Please do not shoot the messenger.

Best regards,

brad.

[DeaconB]

I’m beyond frustrated.  I’ve finally found the time to try and install the second camera from the 2 camera kit and it won’t install at all.  On the second “Home” network I created I finally got the first camera to install.  Now this second camera will find the connecting device but comes up with the failure message: “Something went wrong…Try turning your phone on/off or cycle your airplane mode.”  NADA!  Nothing!  STILL DOESN”T WORK!  Even tried to create a third home device!  NOTHING!  HELP!!!!!!!!!

[Brad]

@DeaconB

I am afraid this is still an ongoing issue. I do not have an ETA. Please keep trying on your end in the meantime.

Best regards,

Brad.

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue. Please let me know if you need further assistance. 

Best Regards,

Brad.