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My Setup Code is Only 6 Digits But it is Asking for 8 Digits

Chihuahua_Mom
Community Member

Help! I am trying to set up my new Nest outside camera (battery). My phone is not able to scan the tiny QR code so I was trying to do the setup using the setup code. However, when I use the setup code on the device it is only 6 digits. But the Google Hone app says it is too short because it wants it to be an 8 digit code. I tried entering the serial number and it said that is too long. I don’t know what to do. I tried chatting with someone in customer support and after an hour they finally figured out by mirroring my screen what I was talking about and wanted to do a system reset on the camera. I said they had wasted enough of my time because there was nothing wrong with the camera. The app detected the camera but I still need to enter a code. Has anyone seen this before?

5 REPLIES 5

MplsCustomer
Bronze
Bronze

@Chihuahua_Mom 

There are no 8-character Setup Codes for Google Nest cameras.

When you attempted your setup, did you go to Settings | "+ Add", then select "Device", and then select "Google Nest or partner device"?

If you did, then I think you'll need to work with Support to resolve whatever is going wrong.

That is what I selected and I also did it while they watched it with my phone being mirrored. They could not figure it out. I removed the app and re downloaded it. I did a factory reset in the camera. I didn’t have anymore time for them yesterday since it had been well over an hour. I will try again today. If it doesn’t work, I guess I will have to return it and maybe try a different brand.

@Chihuahua_Mom 

If you deleted and reinstalled the Google Home app, and did a factory reset on the camera, it would seem the only remaining cause would be that the camera is defective.  I'm surprised Support didn't offer to replace it.

We've had a battery camera for over three years, plugged in with the optional power cable.  Unlike reports in this forum from customers whose camera is running on battery power, ours has been online and "Live" continuously.

Chihuahua_Mom
Community Member

Those were suggestions they made. I did them on my own last night after I got off the phone because I had to be someplace and I had already been on the phone with them for almost 1.5 hours to get them to the point of just figuring out what I meant about an 8 digit code vs a 6 digit code. This was also over chat. I am going to also contact them again and hopefully get someone on a call today.

sicsacol
Community Specialist
Community Specialist

Hi folks.

 

Thanks for posting in the community forum. @MplsCustomer, appreciate your help in this post.

@Chihuahua_Mom, I'm sorry to hear you're having difficulties setting up your Nest camera in the app. No worries, I'm here to help. Have you had a chance to contact our support via phone? If so, is the issue resolved?

Let me know if you're running into any trouble or still need help.

 

Sincerely,

Jonathan