set up camera - request failed - your request could not be completed

[jlinsen]

New to google home. Installed the app on iOS, trying to add camera (3 in total, outdoor and 2nd gen indoor).

From the app, going through set up device > new device > selecting home > (search doesn't find device) > select camera > camera type (nest cam (battery) or nest cam (2nd gen) > scanning qr code > select exact camera type > ... > "yes I'm in" to crash reports > No to "do you have a nest account" > " I agree" to supplemental nest terms > "request failed" - your request could not be completed.

Same behaviour with 3 cameras. No error code

Somebody a clue what's going wrong here?

[Derickl100]

Same problem. Waiting for someone to answer and help..

[Redmusic13]

I am having the same exact issue

[Foppy]

I kind of have the same issue but on Android but only getting to the step where I scan the QR code, get the OK checkmark and then getting booted back to google home startscreen, no errors, no nothing.

Camera: 2nd gen indoor wired

[Foppy]

My problem got solved by using an old ipad. None of the 3 android phones worked.

[SteveT1]

Hi there,

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

Regards,
Steve

[stevefuture]

Getting the request failed message. Tried 3 times so far.

[stevefuture]

I have been on chat with the google bots for the last hour - tried a number of fundamental things, like restarting bluetooth, wifi, and factory resetting the unit itself. None worked. Have been upgraded now to a 'specialist'. I'll report back once done.

[stevefuture]

1.5 hours and nothing works. I asked for a refund. I think there is a cheaper camera option that has better (longer than 3 hours) video retention. I'm getting rid of these and going to them. This has been a very tedious experience.

[stevefuture · Accepted solution]

My son discovered that you CANNOT set up the camera on a google home account that is owned by a workspace (ie a paid account) - it must be a personal gmail account. I then tried to set up a Nest account using a personal email (you can't set up a Nest account with a workspace account either), and was able to at least do that - however, when you attempt to set up the product, it forces you to then do it through your Google Home account - which of course is the workspace account and it fails.

It *may* be possible to get all of this working IF you're prepared to set up a personal gmail account and THEN set up all of your Google Home accounts again.

NONE of this information is clear when you buy this SH*T product.

[jlinsen]

yep, that does the trick. thanks to your son 😉

[stevefuture]

Here is a chat dump that fixes the problem - I've bolded the issue and the solution, other back and forth is there for context (for edification):

I have had some issues connecting cam
3:21 PM
T
I am sorry for the trouble caused. I will surely help you with this.
Tracy · 3:21 PM
I understand after a bit of research that I cannot connect it to a Home account that is owned by a workspace owner - is that correct?
(my home app is setup under my workspace account)
3:22 PM
T
Please give me two minutes to assist you further.
Thank you for staying connected.
Tracy · 3:24 PM
"Some Google Home app features are not available for Google Workspace (formerly G Suite) accounts. To access all Google Home app features available in your country, link a personal Gmail account instead."
3:26 PM
T
It's taking longer than usual. Would you mind waiting for another 5 minutes while I check this for you?
Tracy · 3:27 PM
y
3:27 PM
T
Thank you for staying connected.
Tracy · 3:31 PM
....
3:31 PM
T
Google Workspace accounts are accounts set up by businesses or organizations to access different Google business productivity tools. At this time, you can’t use a Google Workspace account because the account data is managed by your organization.
Tracy · 3:32 PM
Be great if you made that info more obvious.
How can I now change my google home ownership in order to set up these otherwise useless cameras?
3:33 PM
T
We recommend migrating your Nest Account to a personal Google Account. If you don’t have one, create a new Google Account.
Tracy · 3:33 PM
Yeah - it doesn't work
When setting up the camera on the Nest account it forces you to use the Home App, which then fails because it's a workspace owned account
So... can you send me instructions on how to migrate the Home App to a personal email account
I assume this will then allow me to add the cameras
(I am hoping that all the settings in the Nest router and wifi will remain in place - as this is quite a significant set up already)
3:37 PM
T
Please create a Nest account with the gmail account and then migrate to Google.
Tracy · 3:38 PM
You're not understanding the situation - I need to change the ownership of the Home App
for this to work
How do I change the ownership of the Home App (currently associated with my workspace account) so that I can add the Nest account
3:40 PM
T
Please create a new Nest Account using your personal gmail address and then use that account to set up the cameras in the Google Home App.
Workspace accounts cannot be migrated to a Google account.
Tracy · 3:40 PM
Put in touch with a human please
3:40 PM
T
Please be informed that we cannot change the ownership of the account.
Tracy · 3:41 PM
What account?
I think what you're saying is that I cannot use the Nest Cams because my Home app is associated with a workspace account. Is that correct?
3:43 PM
T
I would say that the email cannot be changed meaning the ownership linked to that account.
Tracy · 3:43 PM
I am unable to change the ownership of the Home App that controls my Nest Wifi?
My god - how is it that you can sell a product so poorly conceived??
3:44 PM
T
This would bother me as well.
Tracy · 3:45 PM
Please put me in touch with a human
I am going to publish this chat on your community help forum - as it demonstrates the utter confusion imposed by your AI. I am positive that this information is flawed, as it is utterly nonsensical.
3:46 PM
T
There is no option available to shift the ownership to another account. The devices have to be removed from the account first so that they can be added to a new account.
Tracy · 3:47 PM
Okay - so I have to factory reset all the devices and then set them up from scratch?
On a new Google Home Account?
And this will then ensure that I can connect the cams if I use a personal gmail account to set up the home app?
(I am prepared to do this if success is guaranteed)
3:49 PM
T
Yes, you will be able to connect the devices to the Google Home app.
Tracy · 3:50 PM
Thank you. Finally
3:50 PM
T
Please sign in to the Nest App using the "Sign in with Google" option to create a new Nest Account. Then open the Google Home App and click on the profile icon at the top right corner and select the email address with which you have created a new Nest Account.
Add your cameras to this newly created account in the Google Home App.

[Derickl100]

I used my wife's phone to connect the cameras and it work, she had to share with me and invitation for me to see the cameras after. It might be the issue of me using a paid google account/email, hers is just a regular account and worked, mine is a company or paid email address.

[Jaime-Adept]

Using personal @Gmail account instead of work account worked for me. Not ideal because Nest cam is set up for office reception. 

[Jeran]

Hey there,

Did you have any more questions or need any additional help? 

Thank you,
Jeran