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Software update stuck even on replacement camera

scmurphy19
Community Member

I bought a three pack of cameras and a doorbell from Best Buy Canada in December.

 

When setting up the doorbell, the software update got stuck. I did three factory resets and the progress percentage would get a little further ahead with each reset.

 

All of the cameras stayed stuck on the software update no matter how many times I did a factory reset, so Google replace all three.

 

Two of the cameras set up and installed the software update with no issues or reset needed, but the third one still got stuck on the software update. 

They sent me a second replacement…. And it also has the same issue. 

Has anyone had this issue or have a solution/suggestion? It’s been two months and still do not have the full suite of working cameras, and while I appreciate them replacing the cameras, this is taking so long and is so frustrating.

6 REPLIES 6

MplsCustomer
Bronze
Bronze

@scmurphy19 

The customer on this forum just left their battery camera plugged in overnight and the problem resolved itself:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Google-Doorbell-battery-stuck-on-downlo...

(This has NOT happened to us; we've had a battery camera plugged in for over two years with no issues like this.)

Unfortunately that didn't work either. I did a factory reset, left it overnight, tried setup - didn't work. Even tried a factory reset, left it for a full week, and still didn't work. Even tried leaving it unplugged for a few days and then repeating.

EmptyNester
Silver Product Expert
Silver Product Expert

WOW,,, I'm an end user like you.  And yes this sounds super frustrating.  I have been a reader of this forum for a long time and other people have reported this getting stuck issue during an update from time to time. 

I believe a few people have reported that they turn OFF cellular data and then the update works.  Then they turn it back ON again.  The idea is during the update the phone would ONLY be communicating over WIFI and BLUETOOTH.    And of course make sure the phone and the camera are within about 6 feet (or less) from each other during the update. 

Give it a try.  And if it works please let me know.

PS: DON'T FORGET TO TURN CELLULAR DATA BACK ON 

scmurphy19
Community Member

Unfortunately we did try that from three different iPhones and an iPad and it didn't work! It's incredibly frustrating. I purchased the three pack of cameras from Best Buy in December. I got two of the cameras working by mid-January but this one still isn't working. And now it's past the return date so I can't return anything. I assumed the replacements would've worked and I wouldn't have needed to thnk about returning.

EmptyNester
Silver Product Expert
Silver Product Expert

Wow,,,, how frustrating.  I'm out of ideas so I think your best bet is create a support ticket and speak with an actual tech person.  Be sure to set aside an out an hour as I'm sure they will want to go through the setup procedure with you.    Here is the link:  After you fill in the info you will be able to speak with a person.

  1. Go to https://support.google.com/googlenest/gethelp.
    2. Select a category/product family, and type in a brief description of the issue, then click "Next".
    3. Click "Other", then click "Next step".
    4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
    5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

If they get you up and running please return here and let us know what the problem was.

scmurphy19
Community Member

Thank you. Frustrating indeed!! I did arrange a support call with them. They said they had to escalate. They did, and now they send me an email once every three days or so with something else to try, but it’s always something I’ve already tried. I guess I’m just going to have to call again…..