Changed routers and can’t connect my existing Nest camera

[Jrpavlock]

I have an outdoor  Nest camera which was working with an existing router.  I changed routers and now of course I have to reconnect the WiFi to the camera. 
i couldn’t figure out how to change settings and now the camera is deleted. So I have to add the camera.  It has no QR code but I have a setup code and the serial number.  I inserted the setup code but I can’t seem to get a menu to allow me to insert the last four digits of the serial number.  No phone number to call Nest support either.  Frustrating!   Please help me.  

[MplsCustomer]

@Jrpavlock 

Google Nest does not make it easy to update Wi-Fi settings on its devices; that's why they recommend, when getting a new router/modem, to set the network name (SSID) and password to the same values used on your old router/modem. Here's their Help topic:

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

I'm not sure what you mean by "the camera is deleted". Google Nest does not delete cameras. If you did not delete the camera yourself, and if you are able to use the same network name and password on your router, you may regain access to your camera.

Otherwise, look at the details of the Help topic.

[EmersonB]

Hello Jrpavlock,

@Jrpavlock, thanks for reaching out here in the Community. To know more about this issue, I’d like to confirm, what is the light status of your Nest Camera? When connecting a Nest Camera to a new router, it will require you to reset it to factory default and make sure it has a blue light pulsing indicating that it's ready to connect.

To learn more about reset, you may visit our public article about "Restart or factory reset Nest camera or doorbell".

I appreciate the help, MplsCustomer.

Regards,

Emerson

[ANNFL]

Can't get a blue light. Just a white one.

[MplsCustomer]

@ANNFL 

You could try contacting Support, where you can explain the details of your situation, such as what happened that led to to re-install, whether you have a 1st gen or a 2nd gen camera or doorbell (which affects whether you re-install in the Google Nest app or the Google Home app, and whether you were able to remove your camera or doorbell from the Google Nest app or the Google Home app (as appropriate):

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.

[ANNFL]

I had same problem.  App told me to remove the camera from my devices and then reconnect.  It would not reconnect to new wifi.  Did you ever get a solution?  

[Mlleddy]

I just changed my WiFi router and struggled to get my Nest cameras reconnected. Here is what I did..

Push the camera rest button until you hear a little tune. Then wait for a new chime tune (short). This tells you the camera is reset. You have to remove your cameras from the Google Home App or the Nest Home app. On the back of the camera look for a 6digit code  it is often very difficult to see. Should be near the power cable if you are connected to power, if not, look for the serial number then look below that for the code. Save that or take a photo of it so you never have to go looking for it again. Then add the camera to your home or nest app. It should add just fine. Only by resetting the camera to factory reset, will your app and camera recognize the new WiFi signal when you get to that point. It took me several hours and some interesting language before I figured it out. After the first camera, it took about 10 minutes each to reset each of the others. Good luck!!!

[Mlleddy]

Serial number is not required. See my post below. When resetting the camera using the reset button it takes 30-45 seconds holding that button in to do a full reset. Wait until you hear the google tune and then just wait a minute or so until the second tune. After that use your code. Mine never asked for a serial number. The code alone should work. Good luck

[Lance_L]

Hi everyone,

@Mlleddy, thanks for sharing with the Community your experience in resolving your concern. We’re delighted that you were able to find a solution, despite the initial challenges. If you have any further questions or need assistance, don't hesitate to reach out to us at the Nest Help Center.

@Jrpavlock, how’s it going with your Nest camera? Let us know if you still need any help.

Thanks for the assistance, MplsCustomer and Emerson.

All the best,

Lance

[MichaelStaples]

I have change my router and lost contact from App with my two Nest smoke detectors.  Quite frankly the whole process of reinstalling is a nightmare.  I have only just finished the issues with installing the router (dual band) and Nest appears to want me to give different names to the two bands.  At this point my technical expertise gives up.

[chaconmorales]

Hi MichaelStaples,

Thanks for posting here in the Community. I am sorry to hear that your Nest Protect is not connecting to a new Wi-Fi network. I’d be happy to help you with that. Let’s check it out.

Since you've already tried the basic troubleshooting steps for your Nest App and Nest Protect not connecting to the new network, let's move on to some more advanced solutions. There are some important details you need to check regarding dual band and network configuration:

Checking Network Settings:

1. 5 GHz Network: While less common, some Nest Protects might not support 5 GHz Wi-Fi networks. If your router offers separate SSIDs for 2.4 GHz and 5 GHz bands, try connecting Nest Protect to the 2.4 GHz network specifically.
2. Network Name and Password: Double-check that you're entering the correct Wi-Fi network name (SSID) and password when trying to reconnect your Nest Protect. A typo can prevent a successful connection.
3. Guest Network: Make sure your Nest Protect isn't connected to a guest network. Guest networks often have limitations on device communication, which can cause issues with Nest Protect.

Advanced Troubleshooting:

1. Network Reset (if comfortable): If you're comfortable with it, consider restarting your Wi-Fi router. This can sometimes clear up communication issues between your Nest Protect and the network.
2. Nest App Update: Ensure you're running the latest version of the Nest app on your phone or tablet. Updates often contain bug fixes related to network connectivity for Nest devices.
3. Factory Reset (Last Resort): If none of the above solutions work, consider resetting your Nest Protect to factory settings. This will erase all its data and settings, including Wi-Fi information. Note: Before resetting, make sure you know your Wi-Fi network name and password for re-setup.

If the above steps don't resolve the issue please keep me posted. You can also try these steps if you Can’t connect Nest Protect to the app or Wi-Fi and to Troubleshoot when Nest Protect disconnects or is offline. 

Please keep me informed.

Regards,

Mario

[Drnathangreene]

I’m having a similar issue. I have a Nest camera that was connected to my old wifi network. Now I have a new network and can’t add it. 

[Guarcax]

Hi there!

Thanks for posting in the community.
I’m sorry for the inconvenience that you’ve been experiencing with your Nest camera. I understand that you recently changed your wifi network and you are having a difficult time trying to connect the camera back to the app and using the new network. No worries, help is here.

Here I have a couple of questions for you:

• What is the model of the Nest camera that you have?
• What is the make and model of your mobile device?
• Is your OS version up to date?
• What troubleshooting steps have you tried?
• How far have you gotten in pairing your device?
• What’s the color of the LED status light?
• How far is the camera from the new router?
• Are you using the Nest app or the Google Home app for the process?

In the meantime, here are some steps that can help you:

• In your phone, check the next:
  • Make sure your phone is on the same WiFi network as the selected network for the Nest device.
  • Bluetooth must be enabled, but not connected to any Bluetooth devices.
  • Cellular data must be off.
  • On iOS devices with iOS 14 or later, ensure that local network access is enabled for the Nest or Home app.
• If the status light on your camera is solid green, you will need to factory reset your camera.
• Try scanning the QR code, and if it doesn’t work, try with the set-up code on the device.

Please check the following articles: Restart or factory reset Nest camera or doorbell  and Set up and connect Nest camera for further information. 

Tell me how it goes.

Regards,

Daniel.

[ChadWool]

I'm stuck on this same problem and pray you can help.  I am trying to reconnect a google nest cam after wifi change.  there is no qr code or 6 digit code on the bottom of my camera.  I see writing that says Google nest cam model G3AL9 IP54. Next line says 5V 1.5a 7.5w FCC ID A4RG3AL9.  Next line says connect to a class 2 SELV.LPS Source.  next line is made in Vietnam.  NO Code that is 6 digits anywhere.  PLEASE HELP.  Am I looking in the wrong place.  It's a google outdoor nest cam with lights.  It's installed, could the code be up in the housing???  I'm stuck...thank you.!

[MplsCustomer]

@ChadWool 

If you have the Google Nest Floodlight Camera, the QR code was on a sticker on the face of the camera, and the installation instructions advised you to save that sticker in your Quick Start Guide. If you don't have that, you can select "Continue without scanning" and enter the 6-character alphanumeric setup code printed on the bottom of your camera, as shown at about 1:20 on the video in the Help topic below. Note that you'll have to unscrew your power cable to see that code.

https://www.youtube.com/watch?v=ftnHYUW2lrE&t=286s

[ChadWool]

Thank you.  I found the code after unscrewing the cable and removing it.  What a design flaw that is!  Anyway, I go through set up with the code and it tells me it's connecting to my camera, but it never does.  I get a "something went wrong message and try again..."  I've reset the camera, reset my router, deleted and re-downloaded the google home app, downloaded the google nest app and tried on it - only to get all the way through where it asks for the last 4 of the serial number, but doesn't give me anywhere to input it and no list to choose from.  I also downloaded the app on my wife's phone and walked through the entire process only to get the same "something went wrong..." message...... I'm beyond frustrated and 6 hours into this process!!  Any other suggestions are appreciated.  

[MplsCustomer]

@ChadWool 

I don't have any suggestions on what to do in response to a "Something went wrong" message. (That's not a very helpful message.)

You could try contacting Support:

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.

[Kareenw45]

I changed my WiFi info and struggling for days to access the area to change that info 

[Kareenw45]

Hello is there any one to help

[MplsCustomer]

@Kareenw45 

See this Help topic.

Because of the challenges involved, Google Nest's first recommendation when getting a new router/modem is to set the network name (SSID) and password to the same values used on your old router/modem.

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