NestCam Floodlight - Will not install

[kavallon]

We have a new Nest Cam with floodlight.  It is installed on our garage.  The floodlights work but will not set up in in the Google Home App.  It simply fails during set-up and there is no error number.  

Any ideas/suggestions?

[MplsCustomer]

@kavallon 

Is there ANY error message at all? Where in the process does it stall out? Do you have good Wi-Fi signal strength at the camera's location?

[kavallon]

Set up gets to "Connecting to joining device" and spins there for a while.

Then I get a screen that says "Something went wrong"
"Try connecting again. If that doesn't work, try rebooting your device or turning your phone's airplane mode on and off before trying again"

I turned off power on and to the cam/light.  But this happens consistently

[janthadeus]

Hi folks,

I’m sorry for the trouble here. No worries, we’ll check this out. What’s the status light of your camera? How far is the camera from the router? Do you have an Android or iPhone? Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the camera? Also, what Wi-Fi frequency band do you try to connect to (2.4 GHz or 5 GHz)?
 

Going over the steps here might help:

1. Close all the apps running in the background of your phone, reopen the Google Home app then try pairing it again.
   Bring your phone closer to the camera within 10 to 12 inches during pairing setup.
2. Restart your router or modem, unplug it from the power outlet, wait for 1 to 2 minutes then plug it back in.
3. Ensure that your camera is plugged into the power outlet.
4. Factory reset your camera, when the light pulses blue it means it’s ready to be paired to your Google Home app. Try the pairing setup again.

Let me know how it goes.

I appreciate the help, MplsCustomer.

Thanks,

JT

[janthadeus]

Hi there,

Just checking in to make sure that you saw my response. I'll be locking this thread if I won't hear back from you again in 24 hours. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future. 
 

Best,

JT

[Jimmy_J]

return it!!!!!!!!!!!!  NOW!!  I have one as well and I've never been more disappointed with a product in my life.

[janthadeus]

Hey kavallon,

It's me again. I want to make sure you're all good — did those steps work?
 

Regards,

JT

[kavallon]

No.  I got up on a 10' ladder so I was within a foot or so of the camera/floodlight but no luck.  Same result

[kavallon]

The camera light is green.  It fails at "Joining Connecting Device" with no error message.  Just "Something Went Wrong"

[janthadeus]

Hello kavallon,

I’m sorry for the delay. I appreciate your efforts here. Let’s further check this — do you have other Nest devices installed near the camera?

Thanks,

JT

[janthadeus]

Hi there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

Regards,

JT

[janthadeus]

Hey there,

Just checking in to make sure that you saw my response. I'll be locking this thread if I won't hear back from you again in 24 hours. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Best,

JT

[kavallon]

I have had no success with this. 

Here is the case number 1-9144000033791

I received an email asking for my Serial Number. I cannot find it and replied to the email but have not heard back.

Very frustratingf

 

[kavallon]

Here are the numbers from the back of the cameraHere are the numbers from the back of the camera

[EmersonB]

Hi everyone,

@kavallon thanks for getting back to us. I've checked your case and saw that they sent you an email with the screenshot to where you can see the serial number of your Nest Camera with Floodlight. In case you don't see it from your inbox, you might want to check your spam, trash or junk folders. Keep us posted.

I appreciate the help, MplsCustomer and JT.

Best,
Emerson

[janthadeus]

Hey kavallon,

Checking in — did you see the instruction on your email that was sent by our team? If so, how did it go? Let us know if there’s anything else.

Thanks for chiming in, Emerson!

Best,

JT

[kavallon]

Yes. I saw the email but it is not accurate.  There is no serial number on the back of my camera. I sent a picture of the back of my camera.  I seems like I have to get up on a high ladder and completely remove the camera/floodlight from the electrical connection to see if the serial number is there.

[kavallon]

I finally got a ladder and took the camera off the electrical connection.  Here's a pic with numbers from the back of the camera

[kavallon]

 

[MplsCustomer]

@kavallon 

Did you reply to the email from Google Nest Support and send them this photo as well?

[kavallon]

Yes. I sent the pic to Google Nest Support.  Have not heard back yet.

[janthadeus]

Hi there, 

Thanks for your patience. I’ve checked your case and I’m glad to inform you that our team has processed your request. Please check your email for more information about it. Let me know if you have other questions or concerns as I will be locking this in 24 hours. Feel free to start a new thread and we'll be happy to help.

Best,

JT

[kavallon]

Hi:  I clicked on the link to order the replacement but the link does not work.  Here is the error I get.

Please keep in mind that my NestCam with floodlight was purchased on Amazon, not from the Google store

[kavallon]

 

[kavallon]

Please keep note that I purchased the NestCam & Floodlight from, Amazon.  Not from Google

[kavallon]

And now the email is no longer in my inbox.  So incredibly frustrating

[kavallon]

I have had no success on the returne

Here is the case number 1-9144000033791

I received an email with a link for the replacement but the link did not work.  It was  a 400 error with not much detail.  I went back to try again but that email is now gone.  Very frustrating

[janthadeus]

Hello kavallon,

I’m sorry to hear about your experience. I’ve made a follow-up with our team about your request. Please hang in there — I'll get back to you as soon as I have something to share. 

Best,

JT

[janthadeus]

Hey there,

I’ve checked your case and it looks like our team has processed your request. Please check your email for more information about it. Let me know if you have other questions or concerns as I will be locking this in 24 hours. Feel free to start a new thread and we'll be happy to help.

Cheers,

JT