Can’t configure the camera in a Nest Hub Max. Error message: can’t’ connect to the cloud. I live in

[Edmundo]

Can’t configure the camera in a Nest Hub Max. Error message: can’t’ connect to the cloud. I live in Venezuela and I have a personal google account

[Jake]

Hey Edmundo,

I wanted to follow up with you, and see if I could be of any help. I found an article with a few troubleshooting steps that may help resolve your issue. Please let me know if that helps, or if you have any questions from here.

Best regards,

Jake

[Jake]

Hey Edmundo,

I wanted to check in and see if you are still in need of any help with your device? Please let me know, as I would be happy to assist, and answer any questions you may have.

Best regards,
Jake

[Edmundo]

Hi Jake,

Thank you very much for you message.

Unfortunately, the problem isn’t solved yet.

By the way, I’m using an eero mesh system and I live in Venezuela,  in case that information can help .

The camera itself works, since I can make video calls to mobiles running the Duo application. The problem is when I try to configure the camera so I can watch video feed any time I want. When I choose the option "Configure the Nest Camera", the application asks me if I have other Nest devices, which is not the case. So, I choose "No" and it requests permission to create a new Nest Network, After I do that, I get the error message "Can't connect to the cloud"

Best regards,

Edmundo

Best regards,

Edmundo 

[Kroshechnaya]

I have same issue and want to solve it. I live in UAE. Nest hub max is my first gadget with nest camera. Camera and hub works good, but when I try to set up nest camera and follow all step- after the application asks me if I have other Nest devices, which is not the case. So, I choose "No" and it requests permission to create a new Nest Network, After I do that, I get the error message. 😩

[Jake]

Hey all,

Sorry for the late reply. I wanted to follow up and see if you are still running into the issuse. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[Edmundo]

Hi Jake,

I still have  the problem. Same error message.

Best regards,

Edmundo

[Jake]

Hey Edmundo,

I am truly sorry for the trouble and frustration that you are having with the device. I understand that is not the most ideal situation, and I am more than happy to assist. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

Best regards,
Jake

[Princesss]

Hey Edmundo,

Chiming in-- have you had the chance to fill out the form?

Best,

Princess

[Edmundo]

Hi Princess,

I just filled the form sent by Jake.

I wonder if this problem is not related to my physical location (Venezuela). Maybe IP address from Venezuela are not allowed by google to configure the Nest camera in the Nest Hub Max

Best regards,

Edmundo

[Kroshechnaya]

I have same issue… location UAE. I buy nest hub  max at UAE store .

[Azarco]

Hey folks,

We understand how important this is for you. Nest Hub Max and Nest Camera aren't officially supported and launched in your country so not all features will work. You can try resetting your device and reinstalling your Google Home app to see if that works. We're sorry for the trouble and we appreciate your patience.

Best,

Alex

[Edmundo]

Hi Alex,

Thank you very much for your replay. That's exactly what I was afraid of...

Best regards,

Edmundo

[Muddi]

Hey Edmundo,

Thanks for understanding. It looks like we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else. 
 

Cheers,

Muddi

[Princesss]

Hi Edmundo,

We've received your form-- thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.
 

Best,

Princess