Camera Dropped and Won't Reconnect

[BlackToeMike]

We have cameras set up at multiple addresses and manage them all via the Google Home App. They are all battery Cameras.  We recently changed our wifi network at one location and the cameras now cannot be added to the app. We lost the connection and have tried the factory reset etc.  We are not able to connect.

I am not sure why this is happening and what the steps are to troubleshoot. I would like to fix this without having to re-install devices at other homes but i suspect that i might need to delete the app now? 

Any help here would be greatly appreciated!!

[MplsCustomer]

@BlackToeMike 

Did you remove the cameras at that location from the Google Home app while you were on the old Wi-Fi Network, as indicated here?

https://support.google.com/googlenest/answer/9223711?hl=en&sjid=18390887652879148147-NC#zippy=%2Cuse...

Did you complete the factory reset by holding down the reset button for at least 12 seconds until you got a steady solid yellow status light and heard the confirmation tone, as indicated here?

https://support.google.com/googlenest/answer/9252162?hl=en&sjid=18390887652879148147-NC#zippy=%2Cnes...

What exactly happens when you try to reinstall the cameras in the Google Home app?

Deleting and reinstalling the Google Home app does not delete any data.

[zoeuvre]

Hi folks,

@BlackToeMike, thanks for reaching out, and I'm sorry to hear about the situation. I want to check if you managed to see the response above. Please let us know if you still have questions or concerns, as we'll be willing to assist you more. 
 

I appreciate your help, @MplsCustomer. 

Best,

Zoe

[Ladygrail]

I Camera fell off over Halloween and now it won’t even turn on. I’ve tried charging at the battery says it’s charged, but it won’t reset and I’ve done everything on the website to troubleshoot it.

[zoeuvre]

Hi Ladygrail, 

Yikes! Let's sort this out. Start by checking that your camera has power by checking the cord and outlet. If there isn't a problem with the power, try unplugging the unit for 10 seconds before plugging it back in. Wait for the camera to restart then let us know how it goes. 

Best,

Zoe

[Rich53]

Non of this has helped, I have three cameras with the same connection issue. can not connect to wifi

[Rich53]

I also have two other cameras of the same type that are still connected to my network and operating fine. The three non connected cameras all stopped at the same time!

[MplsCustomer]

@Rich53 

If you have five battery cameras and three of them suddenly disconnected, perhaps you should try contacting Support (below).

If you want assistance from others in this forum, a few details might help. Are your cameras showing as offline, or did they just disappear from the Google Home app? Did you update your Wi-Fi network or make any other changes? Are your three disconnected battery cameras charged?

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.