Two cameras offline at least 50% of every day.

[Skizzler]

I've had these two nest outdoor cameras positioned about 15 feet from the router ever since I bought them ($200 each!). I also pay for nest aware, allowing 60 days of video recording. But they're usually offline, as in I can see less that 50% of any day. So I bought a new and better router in the hopes of fixing the issue, reconnected the cameras, but no joy. Same story. Online less than 50% of every day. 15ft from the router connected on 2.4G band. It's not like there are dozens of other devices using the router either; less than 5 at any time. So I'm about to call the cameras garbage and myself a fool for thinking more money = better quality. Can anyone here help?

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Please let me know if you need further assistance. 

Best Regards, 

Brad.

[Skizzler]

Yes I would still like a fix to this issue. Yes the issue still exists, fully and completely. I just checked and the one camera has about 1 of the last 24 hours recorded, while the other the total of all the fragments it records is about 12 hours. Again, both cameras are about 12 feet away from the new router and other devices have no issue staying connected. That's just not worth the $400 plus subscription fees.

[Brad]

Hey there,

I am sorry to hear that you are still having the same issue. Have you tried to restart both cameras fully? If that hasn't worked, have you Factory Reset them yet? Restarting and factory resetting your Google Nest camera or doorbell will have different results:

Restart: Keeps all your settings, and it should reconnect to the same Wi-Fi network. This is helpful if it ever becomes frozen, has trouble reconnecting to the internet, or isn't working normally.

Factory reset: Erases all your settings and options, and restores its factory default settings. It will not automatically reconnect to Wi-Fi and you'll need to set it up again.

You can find this information, plus additional information on this process here. Please let me know if you have further questions.

Best Regards,

Brad.

[Skizzler]

Hello again,

Following your advice I've done 2 things: The first is a restart by unplugging the outdoor camera, waiting 5 minutes, and plugging it back in. The problem remained during all the same day as this restart: less than half the day was recorded. I thought the problem might work its way out over a few days but no it didn't. It's recording and detecting motion etc less than half the time and in very sporadic pattern, if ever. Yesterday I followed your second suggestion by triggering a "factory reset". I believe there are two ways to do this; maybe you could clarify here. The way I did this was to remove the camera from my account, wait some time, and "add product" namely the same camera, again. This didn't work, if the last 18 hours are any indication; the same lack of recording or detecting is occurring. Therefore I want to ask: Does "factory reset" actually mean inserting a pin and resetting the device via the little hole beneath the logo on the device? I will try that soon, but is that the way to trigger a "factory reset"? Is the expectation that will do something different than removing and re-adding the device to my account.