Problems

[OrthrisCrow]

This thing has been nothing but problems.

I picked up 2 in Early fall of 2021 when they released in my area. I personally installed the one in my backyard, had a few issues with it going dead saying the battery drained even though it is hardwired, Haven't had an issue with that one for awhile though.. 

The one over my garage however was professionally installed a few days later because I needed power run up to the mounting location..  for a while i was getting the same warning about the battery dying and then coming back on.. about a month ago the camera died..and has never come back on.. but the floodlight still works fine.. so I KNOW there is power to the unit, how else would the floodlight be working.

I tried to reset the camera to default and reconnect it to my Home like how I had to get passed the dead battery issues previously, but the Cam is not powering on.. no little light, no audio, no nothing from the cam..but the flood light works.. 

So I removed it from my Home (MISTAKE) thinking maybe there was some issue between hardware/software (idk..) and tried to reset it again but still no power.

I tried for a month on and off to find a way to contact support.. Google has not made submitting requests for support easy.. everything seems to be a run around.. 

Last night I found a support chat.. got on with a rep and he said he needed the serial number of the unit.. all i had was the QR and the boxes for each of the 2 I Own.. As I did not mark them beforehand I had to match the SN on the boxes to the SN of the cam still connected to my Home (this is why removing it from my home was a mistake earlier).

come to find out the SN of the unit in my backyard in the Home app does not match EITHER of the SNs on the boxes!

so the guy in the support chat tells me again that the SN is on the device next to the QR code.. but without taking the unit down I can't get to the SN.. and I tell him I will get back to him, but before I let him go I asked if he knew why the SN of the device would not be the same in the app and on the box, he essentially told me I had them mixed up.. well..its a 50/50 shot here.. if its not one, its the other.. and NEITHER match.. so no, I didn't mix them up.

I am now about to go up and remove the unit from my garage and attempt to find the SN..  just wish I could find an image of WHERE on the device the SN is so I don't take the entire thing down if I do not need to.

[MplsCustomer]

@OrthrisCrow 

Judging from this install video (at about 1:20), the serial number should be on the bottom of your camera, along with the 6-character setup code (QR code). You should only have to unplug the camera to be able to see the serial number. (You'll probably have to re-align the camera on its magnetic base.)

https://support.google.com/googlenest/answer/11003780?hl=en-CA

The serial number on the camera really should match the serial number on the box.

It seems from other postings in this forum that there are issues with keeping the battery charged on the floodlight cameras. I can't tell whether this is due to customers inadvertently turning their floodlights off or due to defects in the floodlight cameras. (Our Google Nest Camera (Battery) is plugged in all the time with the optional power cable and is online all the time.)

Good luck.

[SteveT1]

Hi folks,

I appreciate the help @MplsCustomer. Sorry to hear about your support experience @OrthisCrow. The serial number should be at the bottom of the camera with the QR code. For future reference, I would suggest to take a picture of it so you won't need a ladder if you need to scan it. 

What is the case number of your previous support interaction so we can check this further?

Regards,

Steve

[OrthrisCrow]

I pulled the camera off the magnetic base but I see no serial number or QR code on it. 

There is a screw hole for the security screw & a speaker but thats it..

the serial number on the box does not match what the app says my functioning light says it is. 

the light in question does not have an on/off switch, it is on a hardwired constant power line.. the floodlight still works so there is no reason the camera would not other than it is defective.

EDIT : Now having disconnected the security screw i see where the serial/code are printed. I will go disconnect the malfunctioning one and get the info.

with that said, the SN printed on the working camera matches the SN in the app and does NOT match either SN printed on the boxes..

will update with the malfunctioning camera SN shortly.

EDIT 2 :  

The malfunctioning camera SN printed on the body does NOT match what is on the box either.

7-0206000032524

[OrthrisCrow]

So, after about an hour in text support  I have a new case number and still no real answer..

[MplsCustomer]

Maybe you have a broken camera that was returned, put in a different box from another returned camera, and sold to you.

[OrthrisCrow]

If the boxes hadn't been sealed/wrapped when I bought them I'd think that could be an option.

[modoc]

I am having the same problems as many of the posters here.  

1.  I bought 2 Nest cameras w/ floodlights (wired) foolishly thinking I would not have to worry about battery issues.  When the weather turned cold,  one of them stopped working b/c the battery would not charge.   Because it was professionally installed more than 20 feet up,  it was not easy to try the recommended troubleshooting advised by Nest Support.   Even when I did so,  it did not fix the problem.

2.  I have spent more than 4 hours on support w/ Nest.   They are having the same issues finding the serial number of the camera in their system and this prevents them going any further.   I have repeatedly asked them to send a replacement unit, but they keep balking.

3.  I agree that this must be a problem with just some units since I installed a identical unit in front of the house which has worked perfectly since installation  last fall. 

4. Since it appears to be a issue with the battery getting too cold when the outside temperature drops,  has anyone thought of putting a foam or other insulation wrap around the unit?

[MplsCustomer]

@modoc 

If your Google Floodlight Camera is connected to power (as it should be if it is wired correctly), the battery should remain charged except in extremely cold temperatures. We have a Google Nest Camera (Battery) that is plugged in all the time with the optional power cable and the battery has remained charged at 100% and the camera has remained live at all times through a Minnesota winter with temperatures as cold as -18 degrees Fahrenheit.  That should be expected performance.

If Google Nest is packaging some of its cameras with mis-matched serial numbers, that is a mistake that Google Nest Support should acknowledge and address immediately.

[modoc]

I agree.   I think there are 2-3 problems,  all due to Google:

1.  some of their units are malfunctioning and they are having a hard time admitting it.

2. their units serial numbers are not matching the packaging and their own inventory control-- this is confusing their support staff and leading to delays in offering adequate support

3.  there may be a problem with their technical need to bundle internal batteries with devices that are hard wired to constant power already.   People are having problems with their newer Nest doorbells that have batteries but can also be powered by the house electricity.  I had a issue w/ one of my Nest thermostat showing low power even though it is hard wired .   

[582khr]

Same problem, hardwired floodlight camera that will not power on after several months. Has anyone found a solution? Cannot get Google to respond. 

[OrthrisCrow]

It took a lot of effort getting them to process anything at all.. but after awhile they replaced my non functioning device.

I hope I never need to use their support system again because if it goes the same way this did I will disconnect, give away and replace all my Nest devices.