cancel
Showing results for 
Search instead for 
Did you mean: 

Unable to get our Nest outdoor wireless cameras to connect after moving

Gabriellalenore
Community Member

Hello, 

we had our nest cameras working fine at our old home, when we moved two of them are able to join the network. They try to work with other devices but always fail. We have indoor cameras, thermostats and a doorbell that all connect fine. We tried setting them up indoors close to the router and they always fail. 

most recently we tried to reset them and try again without any luck. 

 

9 REPLIES 9

Brad
Community Specialist
Community Specialist

Hey there,


I am terribly sorry to hear that you're having this issue with your Nest camera! I'm sure it's frustrating but I'm happy to look into this and see how we can help out. The first troubleshooting step that I'd recommend would be to Restart your device. By doing this, it 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.


Best regards,
Brad

We tried restarting without any luck. Experiencing the same issues. What’s the next step? 

Brad
Community Specialist
Community Specialist

@Gabriellalenore

 

I am sorry to hear that a restart didn't do the trick! I would suggest you follow the steps to Factory Reset your device then. After you factory reset your camera or doorbell:

  • Your camera will forget your Wi-Fi network name and password.
  • Your camera will be "Offline" in the app. You won't be able to use it until you remove it from the app and reconnect it.
  • Any custom camera settings will revert to default settings.
  • If you want to save any video footage, before you factory reset, create video clips or time lapses and download the files to your phone or computer.
  • If you have a Nest Aware subscription, and you plan to continue using your camera or doorbell with the same account, do not cancel your subscription.
  • If you plan to get rid of your camera or add it to a new account, before you factory reset, cancel your Nest Aware subscription. After you cancel, your camera's entire video history, Activity Zones, and snapshots will be erased as soon as you remove your camera from the app. Once your video history and snapshots are deleted, they're gone forever. They cannot be recovered. We do not keep backups.

Important: Because a factory reset permanently erases the items listed above, we don’t recommend doing it as a troubleshooting step until you’ve tried restarting your camera and other troubleshooting options.

 

Best regards,

Brad

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in to see how the conversation is going, as there's been a lapse in activity on this thread.

Best regards,
Brad

Hi folks,

 

Thanks for your help here, Brad.

 

We haven't heard any updates from you. I'll go ahead and lock this thread in 24 hours. If you happen to have the same concern feel free to reach us out here or start a new thread. 
 

Best,

JT

Hey! Sorry we haven’t had any luck yet. We need to try the factory reset but weren’t sure how to do that 

Hi Gabriellalenore,

 

Got it, thanks for following up. Here's how to factory reset your Nest Camera Indoor/Outdoor (battery):

 

  1. Locate the reset button at the back of your camera.



    Tip: The reset button on the Nest Cam (battery) is located at the back of the camera head.
  2. Press and hold the button:
    • At 10 seconds, the status light will blink yellow four times, and you’ll hear a countdown tone.
    • At 12 seconds, the status light will be steady, solid yellow while the camera starts the factory reset, and you’ll hear a confirmation tone.
  3. Release the button. Your camera will restore to its factory settings.
  4. After the factory reset, your camera will appear as “Offline” in the app until you remove it.
  5. To remove it from the app, open the app, tap on the device, then tap Settings Nest settings icon Remove the device Confirm.

Let us know how it goes.

 

Best,

JT

aatienza
Community Specialist
Community Specialist

Hey Gabriellalenore,

 

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

I appreciate the help, JT.

 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey there, 

 

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks,

Archie