04-12-2023 05:53 PM
Hello,
I installed my new nest cam 2.0 and it was working great. I unplugged and relocated it to where it will be in the house and it stopped working. I tried everything I could think of so my last hope was to remove the device and try reinstalling it. Unfortunately, the reinstall keeps can't an error message. Factory reset doesn't seem to be working either. When plugged in, I see a solid green light, I just need to be able to see the camera again in the app. Any suggestions?
04-12-2023 07:23 PM
I am having the same problem! We were having a problem with our wifi, so we disconnected the wifi, turned the wifi back on, and it wouldn’t work. We removed the device in the app, and now when we try to “add a new device,” we keep getting an error message that something went wrong. The camera has been working on that same wifi connection for years, and suddenly we can’t get it back! I hope you get a resolution so we can both figure this out! Good luck!
04-13-2023 02:00 PM
If you're getting a green status light, perhaps the factory reset did not actually occur. Did you hold down the reset button for at least 12 seconds?
04-14-2023 07:13 AM
I have tried to reset the camera but it will not reset. Is it possible my reset button is broken? I have a tool to reset electronics and when I push it in the hole the light never changes from green and pushing the tool in I don’t hear like a click or anything.
04-14-2023 07:19 AM
I don't think you hear a click, but SOMETIMES you can sort of feel the button depress. I use a paperclip when I'm trying to reset electronic devices, but sometimes it's difficult to get a reset button to work.
If you simply cannot get it to work, you could try contacting Support:
04-19-2023 10:06 AM
Hey terrygrant5k,
I just wanted to jump in real fast to see if you saw MplsCustomer's latest reply and to see if you still needed some help on this or if you were able to get it sorted out. If you are still needing some help, just let us know and we'll be happy to continue helping.
Thanks,
Jeff
04-19-2023 10:13 AM
Thanks for checking in and everyone thank you for your ideas. I have not been able to reset the camera regardless of how long I hold a tool in the reset hole. I don’t know what else today other than return the camera at this point.
04-19-2023 11:17 AM
I think we need to get you to a higher tier of support, terrygrant5k.
If you can fill out this form, it will allow someone from our internal support teams to reach out to you directly and they can diagnose your device problems a bit deeper. Once you fill out the form, they'll be in contact shortly. Let me know if you have any questions about the process, but once you've been contacted by support, they'll take over troubleshooting with you from there. Here's that form: https://goo.gle/3BICUaB.
Thanks,
Jeff
04-22-2023 01:54 PM
Hello everyone,
I wanted to follow up and see if you were able to fill out the form? Let me know if you have additional questions.
I appreciate the help, Jeff and MplsCustomer.
Best,
Emerson
04-23-2023 04:58 PM
Thank you again everyone for the help. I still cannot get the camera to factory reset so I did recently complete the form for some additional support. I appreciate everyone's ideas, I just couldn't get it work.
Terry
04-24-2023 03:07 PM
Hi folks,
@terrygrant5k, we got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there.
@AJNocera, have you had the chance to fill out the form provided above?
Looking forward to your response.
Kind regards,
Dan
04-28-2023 07:24 AM
Hi everyone,
We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
Best,
Princess
05-01-2023 11:46 PM
Hey there folks,
We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.
Cheers,
Abi
05-02-2023 02:46 AM
Hi
I completed the form but haven’t heard anything back on how to fix my issue. I still haven’t gotten the camera to work.
Terry
05-06-2023 05:20 PM
Hello there,
It’s us again. I’ve checked your case and it looks like our team is already in touch with you. If you have further questions regarding your camera, please reply to the email so our team would assist you right away.
Thanks for the help here, everyone!
Best,
JT
05-09-2023 05:31 PM
Hey there,
It looks like we can consider this one complete, so I will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
Best regards,
JT
05-09-2023 05:37 PM
I send my serial number in at the last request but haven’t heard anything back and the camera still doesn’t work. What I really need I think is a return for a new camera sent out. It’s already a hassle to replace a camera that was working but the back and forth is getting ridiculous. A return and exchange should have happened a while ago in this customer’s opinion.
05-25-2023 06:27 PM
Hi terrygrant5k,
I sent a follow-up to the support team handling your case. They should get back to you soon. Please continue the conversation there.
Regards,
Juni