camera is saying still connected to previous acct.

[KathyR1]

I have had my Nest Camera since 2018 and it works great. I changed WIFI. Tried to set up in Google home and unable. Went to Nest and it starts set up but tells me still showing in previous account and unable to connect. I AM THE ACCOUNT. How can I get my camera to reconnect to my new WIFI account? Was able to connect my thermostat and doorbell but not the camera(wired) or any of my protect detectors............

[MplsCustomer]

@KathyR1 

Google Nest's install process can't tell WHICH account your camera is connected to.

If you changed Wi-Fi networks, you'll have to delete your IQ camera and reinstall it in the Google Nest app.

See this Help topic:

https://support.google.com/googlenest/answer/9252162

Here are general instructions for changing Wi-Fi for cameras:

https://support.google.com/googlenest/answer/9223711

Here's the Help topic for Nest Protects (we don't have one):

https://support.google.com/googlenest/answer/9223575

[KathyR1]

Tried all those and still can't connect

[MplsCustomer]

@KathyR1 

The only reason I know of for getting a message about a camera being connected to another account after a Wi-Fi change is if the factory reset did not complete successfully and the camera is still configured for the old Wi-Fi network.  So the only thing I'm able to suggest is to carefully check the factory reset instructions and try again.  On the few times I've had to do a factory reset, it's taken a couple of tries before it was successful.

[KathyR1]

Thanks we have done this numerous time. Currently going back and forth with agent trying to troubleshoot

[KathyR1]

Just did my 50th (at least) reset and IT WORKS!! Thank you. Now on to figure out my protect.

[virnab]

Hi KathyR1,

Thanks for reaching out to the community. I understand you're having trouble reconnecting your Nest camera and Nest Protect devices to your new WiFi network, and the app says that the devices are still linked to your previous account,  even though they might not be visible in the Nest app. No worries, I can definitely help you get them set up again, just like your thermostat and doorbell!

Thank you MplsCustomer for your active participation in this thread.  

To get started, please provide some more information by answering these questions:  

• Are you using an Android or iPhone device to set up your devices?  What is your Nest Camera model? You can check this Google Nest Help Center article to identify your device: Technical specs for Nest cameras and doorbells
• How far from the router is your camera when you try to set it up?
• What WiFi frequency band do you try to connect to (2.4 GHz or 5 GHz) your Nest Protect devices?
• What is the color of the LED light on your camera?
• What is the model of your Nest Protect devices? You can use this help article as a reference: How to tell which Nest Protect you have
• How many Nest Protect devices do you have? 
• How many Nest Protect devices do you have?
• How far from the router are your Nest Protect devices when you try to set them up?
• What is the light ring color on your Nest Protect devices?
• Are your devices in the same or different Home structures?
• Did you already remove the Nest Protect devices from the Nest app before trying to set them up again? 

In the meantime, I recommend you to verify the following conditions:

1. Verify the operating system of your mobile device is updated.
2. Check if you are using the latest version of the Nest app:

1. If you are using an Android device follow these instructions:
• On your Android device, open the Google Play Store app.
• Tap Menu, then go to “My apps & games.”
• Find the Nest app.
• Tap Update.
2. If you are using an iPhone device following these instructions:
• On your iOS device, go to the App Store.
• At the bottom right of the screen, tap “Search.”
• Tap your account.
• Find the Nest app.
• Tap “Update.”

Please keep me posted.

Best regards,

Virna

[KathyR1]

Thank you Virna. I am currently waiting for agent to call back. Haven't been able to figure out the issue.