Something went wrong can't install nest cam (battery) on last step

[cfoofighter]

I have bought this device over a year ago, keep getting the same issue when installing - at the last step to add to my Google Home App.  Tried resetting to factory, go on airplane mode and back.  Very frustrating!  I really need some help.  Unable to get any agent from Google.  Please reply!

[kawill15]

I am having the exact same issue. So frustrating. Please reply!

[aatienza]

Hey folks,

I’m sorry to hear you’re having trouble with this. No worries, we'll check this out. Could you tell us the exact error message you're getting while setting up your camera? What's the status light of your camera? Also, were there changes made with the setup, settings, and/or app of the Nest camera? Keep us posted.
 

Thanks,

Archie

[cfoofighter]

Hi, 

Thanks for replying. 

Never got a chance to "Add" this device to Google Home.  Bombs out at last step with "Something went wrong, try connecting again.  If that doesn't work, try rebooting your device or turning your phone''s airplane mode on and off before trying again" - tried it all and even got prompts from earlier screens that seem OK.  The light on the device starts up with white then turns blue; it even detects my wifi successfully. 

Please help, the device is totally useless !  

[Brad]

Hey there,

Thank you for bringing up the concern you're experiencing! I would love to look into this further for you. The first troubleshooting step that I'd recommend would be to restart your device. This process should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.

If that doesn't do the trick, then I would suggest you try to factory reset your device. Important: Because a factory reset permanently erases some settings and video history, we don’t recommend doing it until you’ve tried restarting your camera and other troubleshooting options.

Best regards,
Brad

[kawill15]

Hi Brad,

I have reset the doorbell and factory rest it with no luck.

[Brad]

@kawill15

It may be the case that there is a problem with your device, have you reached out to support at all? They should be able to troubleshoot with you a bit further.

Best regards,
Brad

[cfoofighter]

Me too factory reset a few times, I will try support.  Thank you.

[Brad]

Hi there,

Just checking in to see how the conversation is going, and to thank those of you who have filled out the support form! Please let me know if you need further assistance. 

Best regards,
Brad

[cfoofighter]

Hello Brad, I filled out the support ticket but haven't heard back.  Thank you for following up.  I really hope for a resolution.

~ Christina

[Brad]

@cfoofighter

Thank you for submitting the form! We have received it, and you should hear back from support soon if you haven't yet. 

@kawill15

Same for you, you both should have your case ID's and should be hearing back from support if you haven't already. 

Best regards,

Brad

[Brad]

Hi there, 

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[cfoofighter]

Brad, 

Thank you for the reminder.  I just responded to a request for my device SN.  Hoping for a good outcome. 

Regards,

Christina

[janthadeus]

Hey folks,
 

It looks like our support team is already in touch. Please check your email for further instructions. Let's continue through that channel. Please be advised that this thread will be locked after 24 hours.

Thanks for your help here, Archie and Brad. 

Cheers,

JT

[cfoofighter]

Thank you all.

[Brad]

Hi there,

As this thread is working towards being resolved while working with support, I am going to go ahead and leave this thread up for 24 more hours for any follow-up questions or concerns. 

Best regards,

Brad

[cfoofighter]

Thank you Brad

~ Christina

[kawill15]

Hi Brad,

I filled out the support ticket. I am just waiting for support to contact me. 

[kawill15]

Same thing mine is saying.  

[kawill15]

After trying to connect several times I got this message:

Try connecting again. If that doesn't work, try rebooting Nest Doorbell (battery) or turning your phone's airplane mode on and off before trying again.

I have rebooted my doorbell a couple of times and done the airplane mode a couple of times too.