Wired Nest cameras off line.

[Unitedflyier]

I have had 3 wired Nest Cameras for 5 years. Last year I added 3 more one with a floodlight. Last week all but 2 went offline and I have not been able to get them back. I have scanned the QR code in on 2 cameras and tried to connect to them. Nothing. They do not recognize my homes WiFi. They recognize all my neighbors and my printer but not my home. The other cameras thermostats and lights all work. This is not the first time I have had major issues. I have exchanged my home router 3 times and still nothing. Help. I have the last 3 QR codes on file. But the older cameras are fixed in place and I cannot move them next to the router. 

[MplsCustomer]

@Unitedflyier 

You could try contacting Support for assistance. It's kind of hard to tell--based just on your post--what is going on in your case.

https://support.google.com/googlenest/gethelp?hl=en

[AveryReid]

Please contact support and be adamant that they continue looking into this. I have been having a similar issue that I suspect is related for a month and a half and they continue to make me troubleshoot the same steps with no insight into if they are investigating that it could be a software bug on their end. I’m hopeful that they will take it more seriously if more people are reporting it. 

[MplsCustomer]

Another possibility is that there may be a bug in Google Nest's software that is scrambling up some behind-the-scenes settings on the customer's Google Nest "home/structure", and these scrambled-up settings cause cameras to go offline and prevent new cameras being added. And since Google Nest has not been able to fix it, the remedy seems to be to empty out the Google Nest "home/structure" and start over. See this thread, which references other threads:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Cameras-going-offline/m-p/405454

[AveryReid]

Not sure about the OP, But in my case I have tried this and every other troubleshooting step you can think of. Definitely a bug which is what I’ve been communicating to support for a month and a half… so far no workaround so I sincerely hope a big company like Google will actually fix it. 

[Unitedflyier]

I turned the power off to my whole house. That was the only way I could try and reboot the cameras and WiFi as everything is hard wired in. I managed to get all but 1 camera back. The outside floodlight refuses to connect. But it still has the green light on. The others went through the blue light steps and I had to reset them with the QR codes. 

with the floodlight it gets through to the final stage then fails to connect. So frustrating 

[Juni]

Hi folks,

Appreciate the help here, MplsCustomer.

Unitedflyier, thanks for reaching out. Since the steps didn't work on your end, we'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once done.

AveryReid, could you provide us the case number when you contacted our support team?

Regards,

Juni

[Juni]

HI Unitedflyier,

We haven’t received your form. Kindly fill it out so we can continue with the next step. 
 

Thanks,

Juni

[LovelyM]

Hello Unitedflyier, 

Did you happen to get that form filled out? Let me know if you have questions about it.

Cheers,
Lovely

[LovelyM]

Hey there Unitedflyier, 

We haven’t heard any updates from you. We’ll go ahead and lock this thread within 24 hours. If you still need assistance, feel free to start a new thread in the Community and we’ll be happy to help.

Many thanks,
Lovely