Google Nest Max will not install Nest camera that came on device

[ohio64thffmedic]

I got a google Nest max yesterday. Everything is set up fine. When I went to set up the next Camera that comes on the Max, it would not set up. I have a Nest Thermostat and don't know if that is causing any issues. It gives me the error message Couldn't find an assisting Nest device we're having trouble connecting to the hallway make sure that it's online and connected to the same Wi-Fi network as your phone, or remove this device if it is not longer in your home.

I click on the device and hit set up nest camera it gives me a QR code. I scan it, then it goes to set up and then gives me the error message I told you about earlier

I checked all of those things. I was on with google support for 4 hours with no help. They said they would send me an email in 24-48 hours. If they couldn't help me in real time I have zero faith in the email. I need help.

[MplsCustomer]

@ohio64thffmedic

I'm just another Google Nest customer, but I've seen hundreds of posts from customers in this forum for over a year encountering this "assisting device" error. Google Nest itself certainly knows about the issue, so perhaps you got someone in Support that did not know how to address the problem. Google Nest has not, to my knowledge, posted a definitive solution anywhere.

Some customers--on their own--have resorted to temporarily removing their thermostat from the Google Nest app or Google Home app while installing the new device, but that is a pain. (The error seems to occur a lot when a Nest thermostat is already installed.)

Other customers have tried creating a temporary second Google Nest "home/structure", adding the new device to that "home", then removing the device from that home and adding it to their regular home, and then deleting that temporary empty "home" they created.

Some customers have had success using the 6-digit Setup Code instead of scanning the QR code.

Some customers have had success temporarily placing their new device next to what they think is the "assisting device" (like your thermostat) during the install.

[Dan_A]

Hi folks,

@MplsCustomer, thanks for the help.

@ohio64thffmedic, that certainly hasn't been easy for you ― I had to confirm. You have a new Google Nest Hub Max and you're trying to set up its built-in Nest Camera, right? If so, then check out this link for better information and troubleshooting. But before that, since this device is new to your system, kindly do a sequential reboot starting with your router follow by your Nest Hub Max, then our other devices. Restarting your phone might also help.

Best,

Dan

[Dan_A]

Hi ohio64thffmedic,

I wanted to follow up and see if you still need 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.

Regards,

Dan

[ohio64thffmedic]

Did all that no dice

[ohio64thffmedic]

Thank you I have tried all those. My Nest thermostat was installed first so that makes sense. When I did the new google home it tells me that I have the Nest device and to have the owner assist. I placed it under the thermostat and tried to install and used the code instead of the QR code nothing worked.

[ohio64thffmedic]

Hi Dan,

NO I was not able to get any sort of help from google support after multiple people and two days of doing it. They said they would advance the tier and get back to me that never happened. I honestly gave up on having the camera working lol. If you have any help that would be fine.

[Dan_A]

Hey there,

Thanks for the reply. Have you tried the steps provided above? It's about setting up the built-in camera on your Google Nest Hub Max, right? Also, do you have a case ID provided by our support team? What troubleshooting steps have you done?

Keep me posted.

Thanks,

Dan

[ohio64thffmedic]

Right its a Google Nest Hub Max

Case ID 4-8836000033373

[Dan_A]

Hi ohio64thffmedic,

I reviewed the case you provided and you really need to continue the conversation there. There are certain information that you or they cannot provide here in the Community for security and privacy reasons. Please, reply to their email for more and better troubleshooting steps.

Regards,

Dan

[Dan_A]

Hey there,

I wanted to follow up and see if you still need 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.

Best,

Dan

[ohio64thffmedic]

I just said forget the camera right now 

[Dan_A]

Hi ohio64thffmedic,

I apologize but would it be okay for me to ask about what you meant by you just forget the camera right now? It would really help a lot if you could reply directly to the open case that you have with our higher support for more detailed information and troubleshooting.

Thanks,

Dan

[Dan_A]

Hey there,

I'm chiming in to ensure you've got the answer you're looking for. Feel free to let us know if you have more questions about this.

Regards,

Dan

[ohio64thffmedic]

Thank you for your response. I just decided not to install it. Google seemed to be confused and kept sending me on the same wild goose chase. I spent three almost full days getting no results and a lot of the same runaround. 

[Dan_A]

Hi ohio64thffmedic,

We totally understand that troubleshooting can be frustrating, but these are the most helpful steps to figure out what's going on with your device. Let's give them another try but first, let me ask if you've replied directly to the higher level of support that emailed you for the troubleshooting? 

Thanks,

Dan

[Dan_A]

Hey there,

I wanted to follow up and see if you still need 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,

Dan

[Dan_A]

Hi ohio64thffmedic,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

Regards,

Dan