Nest Camera with Floodlights not working

[naz_nat19]

Both the camera and floodlights are out of action. It was all working fine till the floodlights went offline. Wifi connection is not an issue. Did a factory reset, removed device from Google Home App and now can't get it to sync. The Nest app isn't helping as well. Anyone had similar issues and can help resolve? Logged a ticket with Google Nest support for a call back, not heard back - its been 24 hours!

[WendyKeith]

Did you try updating the Google Home App ? 

Is only Nest devices are not working or any other connected on the app ? 

[naz_nat19]

Updated the Google Home app, still no luck. Just the Nest camera with floodlights is the issue. 

[WendyKeith]

I know you already tried factory reset and  not sure of how much great it would work - try it again- If you are still up on the issue ,

• Hold the reset button- little button on the back of the cam for about 10-12 seconds it will flash yellow and make a noise.
• dont plug in until prompted to set up . 
• Hear a  different noise with the white light and then you will see a  blue light come on once the chime stops. start setup and it works.
• OR Check your Internet Router and its connection - maybe your camera is out of range or too close to the router.Try moving it and check again. 

[Derickf]

Hi @naz_nat19,

Thank you for posting in the community. I’m sorry to hear that your Nest Camera with Floodlights went offline and you can't add them back to the Nest app after a factory reset. Don't worry; help is here.

Before we continue, I have some questions:

• Does the Nest Camera with Floodlights show any light near the lens? If so, could you please tell me what color the LED light is?
• Did you receive any error message when the camera failed to connect with the app?

I’ll be waiting for your reply.

Best regards,

Derick.

[naz_nat19]

Hi @Derickf 

• There is no light showing near the lens. 
• When trying to add back device on Google Home after factory reset, at the last step - connecting your device, the error message reads “Try connecting again. If that doesn't work, try rebooting your device or turning your phone's aeroplane mode on and off before trying again.” Have tried all of the above but no luck. 

[Derickf]

Hi there!

Thanks for your reply and confirming the troubleshooting steps that you have taken.

Could you please try the following steps:

• Disconnect the unit from power and clean the Pogo connectors.
• Perform a device sync and attempt to pair the Nest Camera with Floodlight to the Google Home App again.

If that does not work, you can try the following steps:

• Factory reset the Nest Camera with Floodlight.
• Create another home structure in the Google Home app and try to add the Nest Camera with Floodlight using another mobile device.

I’ll be waiting for your reply.

Regards,

Derick.

[naz_nat19]

Hi again,

Thanks for recommending those steps. The issue still persists.

Can I please check if there is a google nest service centre in Australia with physical location and phone number, to speak to someone. That would be helpful, as it looks like remote troubleshooting isn't cutting the mustard. Thanks.

[Derickf]

Hi there!

Thanks for your reply. In order to receive further assistance, please fill out this form with all the necessary information, like the thread title or link and your username in the community. Once you've completed the form, let me know. Someone from my team will contact you shortly to help.

Regards,

Derick.

[naz_nat19]

The form has been filled and submitted. Look forward to speaking with one of your team. 

[Derickf]

Hi there!

Thank you for confirming that you filled out the form. Someone from my team will contact you shortly to help.

Regards,

Derick.