Reset Wi-Fi not connecting

[Caned]

Hello,

i have the Google outdoor Nestcam floodlight. I had to change the network it was on and realized that I had to reset the reinstall the camera on the app. It’s not easy to work on the camera and reset it on top of a ladder. I removed it from the app and when I go to reinstall the camera in the app I get as far as it starts preparing my best camera and it stays there for a few minutes and then tries to connect to a joint device and then goes into something went wrong. It says to reset again and turn on airplane mode and turn off and try again. Nothing is fixing it, keeping on getting the same error! PLEASE Help!!!

[Caned]

I left off that while I can’t connect to the app, the light on the camera is flashing green which means the camera is in use???…

…this is a horrible design that I can’t switch networks within the app…

[Caned]

Anybody?…..

[MplsCustomer]

@Caned 

Sigh!

The error about being unable connect to a "joining device" or "assisting device" is a very long-standing problem that Google Nest has still not fixed. It means that the install process is trying to obtain your Wi-Fi credentials from one of your already-installed Google Nest devices. Sometimes it apparently tells the customer which device it is trying to use; most of the time it does not. But the process of obtaining your Wi-Fi credentials from this other Google Nest device is flawed and sometimes fails for unknown reasons. Google Nest apparently does this to save us from having to manually select our Wi-Fi network and type in our Wi-Fi password, and will NOT give customers the chance to do it manually when the "joining device"/"assisting device" process fails.

Some customers have been able to get past the problem by temporarily turning off all of their other Google Nest devices until they get the problematic device installed.

Other customers have resorted to creating a temporary second Google Nest "home/structure" in the Google Home app, then installing their device there, then removing their device from that temporary Google Nest "home/structure", adding it to their regular Google Nest "home/structure", and then deleting the temporary second Google Nest "home/structure".

Sometimes neither process works.

[Caned]

Thank you I will try those options. There has got to be an easier way to change networks than they hassle this has caused.

[EmersonB]

Hello everyone,

@Caned, thanks for reaching out. Aside from what MplsCustomer has shared, you may reset the actual Nest Camera to the factory default. I know it's hard from your end and you need a ladder to do that. I would suggest you take a photo of the qr code and the setup key for your future reference.
 

Steps to reset:

1. Locate the reset button on the back of your Nest Camera.

• Tip: The reset button on your Nest Camera is located on the back of the camera head.

        2. Press and hold the button:

• At 10 seconds, the status light will flash yellow four times, and you’ll hear a countdown tone.
• At 12 seconds, the status light will be steady, solid yellow while your Nest Camera. starts the factory reset, and you’ll hear a confirmation tone.

        3. Release the button. Your Nest Camera. will restore to its factory settings.

        4. After the factory reset, your Nest Camera will appear as “Offline” in the app until you remove it.

I appreciate the help, MplsCustomer.

Best,

Emerson

[Caned]

Hi Emerson,

thanks for the response. I have gone through the process of resetting the camera and removed it from the app. The problem is when I am trying to load the camera again on the app. That is when it is not connecting.

[EmersonB]

Hi Caned,

We appreciate you getting back to us. You may try restarting your mobile phone and your Wifi router. Might as well reinstall your Google Home app and try it again. Let us know how it goes.

Best,
Emerson

[Caned]

I have done everything but reinstalling the app. I can honestly say this was horribly designed, to have to go through all of this because I changed networks?…and what do I do if this doesn’t work? Have to by a whole new camera because I changed networks?? 🤬🤬🤬

[Brad]

@Caned

I appreciate you sharing your experience with us. I get where you're coming from, and I would love for you to share your feedback with us. We’re always looking for ways to improve, and appreciate you sharing. You can send it at any time using your devices, following the steps found here. 

Best regards,
Brad

[Brad]

Hi there, 

Let me know if you need anything from me, but I am just seeing how the conversation is going. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[Caned]

Hi Brad,

Thanks! I still haven’t found a solution for this problem and I honestly don’t know what to do next. I have a camera that’s not connecting in the app after going through the process of reloading because I had to change networks. I am dumbfounded something so minor is making the camera unusable.

[Brad]

@Caned 

I would suggest that you reach out to support so they can look into this further for you. Please let me know once you have filled out the form. 

Best regards,

Brad

[Caned]

Hi Brad, I just submitted the form. Thanks

[Brad]

@Caned 

Thank you for filling it out! You should hear back from support soon. 

Best regards,

Brad

[Brad]

Hi there, 

Let me know if you need anything from me, but I am just seeing how the conversation is going. Thanks for filling out the form again. Have you heard back from support? Please let me know. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[Caned]

Hey Brad,

what do I need to do in order to be contacted about this situation??

[Caned]

Hi Brad,

thanks for checking in. I still haven’t been contacted by support.

jonathan

[Caned]

@Brad 

is there a way to contact support? Nobody has contacted me

[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.

Thanks for the help here, everyone!

Best,

JT