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Unable to connect with correct password

Dischick
Community Member

We took two cameras new out of the box from about 2016 and can’t connect them. I keep getting the error code c104 but the password is definitely correct. Both cameras give the same error. 

7 REPLIES 7

MplsCustomer
Bronze
Bronze

@Dischick 

If you are trying to install two Google Nest Outdoor Cameras purchased in 2016 for the first time, you might be encountering some incompatibility between the six-year-old firmware on the camera and the current version of the Google Nest app and the current version of the software on Google Nest's servers.

You might have to contact Support for assistance:

https://support.google.com/googlenest/gethelp

Juni
Community Specialist
Community Specialist

Hi folks,

 

Thanks for the help, @MplsCustomer.

 

@Dischick, thanks for posting. Did you try the suggestion MplsCustomer provided? You can also try to do this troubleshooting steps. 

  1. Quit the Nest app
  2. Check that your home Wi-Fi network is connected to the internet and the connection is working as expected. If other devices can’t connect to the internet, you’ll need to contact your internet service provider to restore service.
  • On a computer
  • You can use a computer to visit a web page like https://goo.gle/2K5DhQB and make sure it loads properly.
    On a phone
  • Or, turn on Airplane Mode on your phone. Then, turn on Wi-Fi on your phone while also keeping Airplane Mode on. Allow your device to connect to your home Wi-Fi network, and try to visit a web page like https://goo.gle/2K5DhQB. Make sure it loads properly. When you’re done testing, turn off Airplane Mode.
  1. Make sure your phone’s Wi-Fi is turned on, and that it’s connected to the same Wi-Fi network.
  2. Make sure you’re not trying to connect a 2.4 GHz-only camera to a 5 GHz network.
  3. Use the instructions in this article to restart your camera.
  4. Open the app again and set up your Nest camera on your phone.

Check this link for more information.

 

Hope this helps.

 

Thanks,

Juni

Jhonleanmel
Community Specialist
Community Specialist

Hey folks, 

We appreciate your help here, Juni and MplsCustomer.
Dischick, I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

Hi Mel I appreciate the prior answers but unfortunately they did not solve the problem. My husband reached out to google nest support and he was told that the problem is that we have spectrum internet and suggested he contact them to change a setting on our account. Spectrum had no idea what he was was referencing. At this point we no longer have any more avenues to pursue to get our nest cameras working. 

janthadeus
Community Specialist
Community Specialist

Hello Dischick,

 

I’m sorry you’re still having trouble with your cameras. We appreciate your efforts here. We have recommended router settings to work well with your cameras.

 

Here are the recommended router settings for your cameras:
 

Preferred IP configuration

IPV6

 

Ports for Firewall

80 for HTTP

443 for HTTPS

9543 for TCP/UDP

11095 for TCP/UDP

1935 for TCP/UDP

 

Firewall Settings

Medium or Low (If possible)

 

Privacy and Security

WPA, WPA2 (TKIP, AES)
 

Preferred Band

2.4 GHz
 

Preferred Access Point

802.11 b/g/n

 

You may also have a look at this article: Recommended Wi-Fi network and router settings.

 

Let us know if that helps.

 

Thanks for the help, everyone!

 

Best,

JT

janthadeus
Community Specialist
Community Specialist

Hey there,

 

How's it going? Still need our help?

 

Best regards,

JT

aatienza
Community Specialist
Community Specialist

Hello there,

 

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

I appreciate the help, everyone.

 

Thanks,

Archie