Removing and Re-Adding Nest Indoor IQ

[Lohsing]

I have a Nest Indoor IQ Camera which was tied to another house but under my account. I wanted to move it from my secondary to my primary location. I've removed it from the Nest app, factory reset it (used a pin and pressed down while powered on) then tried to add it in. It connects, goes through the process but it fails on "adding to Nest account."

The code it gives is NC009 which is something to do with Wi-Fi, but my phone is connected fine...

Any ideas? Do you have to wait 24 hours for a camera to be removed from an account to be able to be added back in?

[Juni]

Hi Lohsing,
 

Thanks for reaching out. NC009 means your internet firewall may be preventing the Nest app from adding Nest camera or doorbell to your network. Or, there may be some other issue with your network. See the steps below for troubleshooting:
 

1. Quit the app.
2. Use the instructions in this article to restart your camera.
3. Check that the Wi-Fi network is connected to the internet and the connection is working as expected. If other devices can’t connect to the internet, you’ll need to contact your internet service provider to restore service.

On a computer:

Use a browser to visit a web page like https://goo.gle/2K5DhQB and make sure it loads properly.

On a phone:

Turn on Airplane Mode on your phone, then, turn on Wi-Fi on your device while Airplane Mode is on.

Allow your device to connect to the Wi-Fi network, then try to visit a web page like https://goo.gle/2K5DhQB to check if it loads properly.When you’re done testing, turn off Airplane Mode.

1. Make sure your phone’s Wi-Fi is turned on, and that it’s connected to the same Wi-Fi network you want to use for your camera.
2. If you’re using a firewall, try temporarily lowering its security level to allow the app to add your product to your network. You should also temporarily disable MAC address and IP filtering. If you don’t know how to do this, contact the person or service provider who set up your firewall.
3. Open the app again and set up your Nest Cam on your phone (or on your computer).
4. When complete, restore your firewall to its previous security settings.

Check out this link for more information.

Hope this helps.

Regards,

Juni

[Juni]

Hi there,

I just wanted to follow up if you were able to try the steps provided. Please let us know as we would be happy to answer any questions you may have
 

Thanks,

Juni

[Lohsing]

Hi there - tried your suggestions and it didn’t work. Oddly, adding the cameras to another ”home” using the same Wi-Fi network without a Nest subscription was successful. 

[Juni]

Hi there,

Understood. Aside from your Nest Cam IQ Indoor do you have other Nest devices?

Keep me posted.

Regards,

Juni

[Lohsing]

I have a doorbell, two Nest protects and an outdoor camera also. 

[Juni]

Hi Lohsing,

Since the steps didn't work on your end, we'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Thanks,

Juni

[DavidACheyne]

I have the exact same issue and same scenario. However, I don’t wish to set up another home on the same network, as this person did and a few others have done from what I read.

This sounds like a Nest issue. The factory reset does not solve the issue.

[Juni]

Hi DavidACheyne, 

Thanks for posting and for being a step ahead of us. Do you have a Nest Cam IQ Indoor too? If so, aside from this, do you have other Nest devices?

Regards,

Juni

[DavidACheyne]

I have 3 indoor IQ cameras and 3 older Nest cameras currently active on my account. I have 3 IQ cameras that were at a different location, deleted from the account and these are the ones that I’m getting the NC009 error when attempting to add them to my account after factory resetting them all.

Do you need the serial numbers in order to correct this at the Nest end?

[Juni]

Hi folks,

DavidACheyne, we got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 

Lohsing, We haven’t received your form. Kindly fill it out so we can continue with the next step. 

Best,

Juni

[EmersonB]

Hello,

@Lohsing, our support team will send you an email to further assist you. If you have any questions or concerns, feel free to create a new thread as I will be locking this thread after 24 hours.

Best,

Emerson