not connecting to wifi

[Jmw0724]

6 outdoor Nest cams have been installed for +2 years.  Yesterday 5 of the 6 are giving "your camera is not connected" error and they all went offline Thursday at 2:09 pm EST.  Different power sources and the 6th is working fine.  I suspect an update gone wrong.  Same issue on mobile ap and browser.  Any ideas or suggestions?  Thanks!

[EmptyNester]

Hmmmm, that is odd.  You may need to speak with an actually Google Nest tech on the phone.  Set aside about an hour as they will likely want to trouble shoot with you.  But they should be able to see what is going on from their end with your cameras.   Here is the link to open a support ticket and get someone on the phone.

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

[EmersonB]

Hi folks,

@Jmw0724 thanks for posting here in the community. I'm sorry to hear about your Nest Cameras. I just wanted to follow up and check if you're able to contact our support team? Also, to know more about this issue, what are the troubleshooting steps you've done so far? Have you tried restarting them?

Keep us posted.

I appreciate the help, EmptyNester.

Regards,
Emerson

[EmersonB]

Hello Jmw0724,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Emerson

[EmersonB]

Hey Jmw0724,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Best,
Emerson

[jem293]

Have an older cam that went offline (21:44:52 Eastern Time 12/24/22) and can't connect to wifi since. Thats a lovely gift if Google bricked our cams. Any ideas on how to fix would be appreciated.

[janthadeus]

Hey jem293,

I’m sorry to hear that. Let’s sort this out —  a few questions: how far is your camera from the router? What type of camera is in question? What’s the status light of the camera? What Wi-Fi frequency band your camera is connected to (2.4 GHz or 5 GHz)? Are there other devices connected to the same Wi-Fi where the camera is connected to? Also, were there any changes to your WiFi network? 
 

Give these steps a try:
 

1. Restart your camera, unplug it from the power outlet, wait for 60 seconds. Then, plug it back in.
2. Restart your router or modem, unplug it from the power outlet, wait for 1 to 2 minutes then plug it back in.
3. Factory reset your camera.

Let me know how it goes.

I appreciate the help here, EmptyNester and Emerson.

Thanks,

JT

[jem293]

Got it back online! Thanks. For the factory reset I had to wipe it from my Nest account which zapped the video history on the outdoor model. Simply unplugging and waiting didn’t cut it.

[janthadeus]

Hi there,

Cool, sounds good! As we got our resolution here, I'm going to mark this thread as complete. I'll be locking this thread if we won't hear back from you again in 24 hours. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future. 

Best,

JT