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Google Nest Hub Max

Rhonda
Community Member

I cannot connect the camera to wifi.  It’s all in there but will not connect.  I have rebooted I have unplugged I have deleted and same thing.  I have two outside security cameras from Nest that works perfectly 

10 REPLIES 10

brownmiester
Community Member

I have spent the last 2 wks dealing with this same issue:

I have called at least 10x- they told me they need a senior specialist to help with this- I tried everything including wiping the device: It seems there is often a MIGRATION problem , and it may also be set to "another account" if  Mine is 5 months old and underwarrenty and they told me they can send me a "refurbished unit" with no power device and that might help??!!!  BTW The help center is outsouced to the Philipines , they are nice but they won't be able to help or replace anything.

ai
Community Specialist
Community Specialist

Hey all, 
Thank you for your patience with us! We've created a case for your issue to send to our support team. Be on the lookout for an email from us in your inbox soon!

Warmly,
Ai

DCManager
Community Member

I have done everything suggested in various forums and asked Google Support for assistance. The Nest Hub Max camera won't connect to Wifi at all. The hub is connected and works fine otherwise. I can do everything including video calls. However, camera set up fails as it asks if my wifi is on. I have had no luck with any nest camera of any type. Support has yet to even respond. 

Princesss
Community Specialist
Community Specialist

Hi everyone, 

 

Thanks for reaching out.

 

@DCManager, we're sorry to hear about this experience. Could you please tell us what prompt do you get every time you attempt to set up your Nest Hub Max's camera to your network? Also, can you send us a photo or a short clip while you try to set it up so we can check on it further?

 

Looking forward to your response.

 

Best,

Princess

Since support had me do changes, I get "make sure your wifi network is working" error. Not the usual "there is a problem connecting to Google". I can scan the QR code and then nothing. However, my wifi network is working as all my devices are connected to it and function. The Hub Max does everything except for setting up the camera. 

Azarco
Community Specialist
Community Specialist

Hey DCManager,

 

Thanks for the update. Have you tried resetting your Google Nest Hub Max? If so, could you provide us the following information:

 

  1. Version of your Google Home app.
  2. Phone you're using in setting up your Nest Hub Max. Please include the OS version.
  3. Cast firmware and software version of your display.
  4. Make and model of your router and your ISP.

We'll be waiting for your update.

 

Best,

Alex

DCManager
Community Member

Google Home App - 2.60.60.4

Either iPhone (iOS 16) or Pixel 6 Pro (os130) both with the latest updates

Hub Max

System firmware version: 7.20220419.2.164
Cast firmware: 1.62.312297

Google Nest WiFi router

AT&T Uverse

This is the same information I have shared, only updated as I update often. 

I have reset all the devices over and over again. I even tried the unthinkable and factory reset everything, Hub Max, floodlight/cam, Google home, etc. Rebuilt the network from the ground up and ended the same way. The test home still is there, won't delete. Now when I try to connect a camera, I get the error "make sure your wifi is working", although the Hub Max is running on the network where everything except monitoring is available. I can make and receive video calls. I can't even start connecting the floodlight/cam. 

Azarco
Community Specialist
Community Specialist

Hello there,

 

Thanks for the information. We'd be happy to take a look into this for you. Please fill out this form with all the needed information. This form is only meant for you to use, so let me know once you’re done.

 

Best,

Alex

DCManager
Community Member

I have filled out the form. 

aatienza
Community Specialist
Community Specialist

Hey DCManager,

 

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.
 

I appreciate the help, Alex.

 

Thanks,

Archie