Unable to remove failed set up nest cam?

[emilymgildea]

I got a new internet service, which updated my wifi. I followed the instructions on removing my nest camera (wired, indoor, 2nd generation) from my Google Home app, then I reset the camera. After the reset, I tried adding the camera to my Google Home account. I went through the setup process, but eventually ran into a "something went wrong" error message. I clicked the Retry button several times, eventually giving up and clicking Exit Setup, but the camera is somehow showing as a device and the camera is seemingly working (video showed up in my history). But when I try to open the camera, it just gives me some setup options and no option to view settings and no Remove Device option. Help!

[RobM · Accepted solution]

After a 25 minute hold time, I got in contact with a helpdesk person just a few minutes ago. He told me they are aware, its a problem on Google's servers (specifically the inability to delete phantom/failed devices as well as the failure of the camera to setup successfully.) There is no further action we can take as consumers. Wait 24-48 hours and there should be a fix in place. Don't retry for now else you will have same failed result. 

[RobM]

Same problem. I forced a factory reset of the device and it failed again. Now I have two phantom cameras in the app that I cannot delete because they are not connected to an actual device. Help needed too!

[EmptyNester]

Many other people have reported this same problem. If I remember correctly they had to go into the app and delete the old 'home' and create a new one. The other thing you can to is open an official support ticket and talk to a Google Tech who should be able to fix this for you at their end on the Google Servers.  Here is how to open an tick and talk to someone:

https://support.google.com/googlenest/gethelp

[MplsCustomer]

Other customers seem to have similar problems today; see this posting thread, but no solution posted yet:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Remove-Nest-Doorbell-from-Google-Home/t...

[emilymgildea]

There is some (very very small) comfort in knowing it’s not just me haha

[RobM · Accepted solution]

After a 25 minute hold time, I got in contact with a helpdesk person just a few minutes ago. He told me they are aware, its a problem on Google's servers (specifically the inability to delete phantom/failed devices as well as the failure of the camera to setup successfully.) There is no further action we can take as consumers. Wait 24-48 hours and there should be a fix in place. Don't retry for now else you will have same failed result. 

[emilymgildea]

Thank you for letting me know! I really appreciate it!

[GlobalTraveller]

We’ll Google must be having real problems at the moment. Both our doorbells (one in UK, and one in India) went offline at 21:44 India time, came back online 05:00 India time, then both went offline again at 11:59 India time. This really isn’t acceptable, my parents Rings never suffer such outages. 

[emilymgildea · Accepted solution]

I checked my Google Home app this morning and was able to remove the camera that failed setup. I hope this means there was an update!

[janthadeus]

Hi everyone,

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. 
 

Thanks for chiming in, Archie.

Best,

JT

[mplspaul]

I can't get my camera to factory reset. I'm not 100% sure there is an actual reset button in the pinhole.

[RobM]

if you put the camera face down on a table (obviously protect the screen from scratches), the very top of the unit is a tiny little button. The tip of a  philips #2 screwdriver is about the perfect size to press the button. If you hold the unit in your hands and press down on that button for a 5-count, it will reboot (watch the light on the face of the camera turn white). If you hold it down over 10 seconds it will factory reset with a chime and the light will blink yellow.

[mplspaul]

Mine is a nest cam IQ indoor, the reset is on the bottom (according to online documentation). It’s very tiny and almost nothing fits and the things that do don’t seem to come in contact with a button

[aatienza]

Hey folks,

I'm dropping by to ensure that everything is covered here. I hope that sheds some light on the issue.

Thanks,

Archie

[mplspaul]

I gave up, the cam is sitting in a box for tech dump right now.

[MplsCustomer]

@mplspaul 

That's too bad. Maybe your Nest Cam IQ Indoor is just dead.

I've only ever used a straightened-out paper clip to depress a reset button, because at least the paperclip is flat on the end. And sometimes it's really hard to actually depress the button, or even tell whether it's being pressed down.

[janthadeus]

Hi all,
 

We’re sorry that you’ve had to experience this. Let’s check this out — could you fill out this form so we could further investigate?

Thanks for your help here, Arhcie and MplsCustomer.

Thanks,

JT

[janthadeus]

Hey folks,

We haven't received your form. Were you able to fill it out? Do you still need help?

Regards,

JT

[aatienza]

Hey folks,

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