Google max nest camera will not work

[djfester]

Swapped my Wi-Fi now my Google nest Max camera will not connect Google nest Max itself connects okay but not the camera was working perfectly before

[antdaviesuk]

I am having the same issue. Installed a new router so had to change wi-fi and everything works apart from connecting to camera on Nest Hub Max. Tried factory reset, setting up new home etc. I have no other nest cameras at home.

I get to the scanning QR code stage and then it sticks on "wrapping things up" and fails saying "Try Moving closer to your Nest Hub Max."

[djfester]

Yes my issue is exactly the same I have upgraded my Virgin media to 1 terabyte everything works in the house including my Google nest doorbell works fine on a reset just the camera on my Max don't work

[Muddi]

Hey folks,

Thanks for sharing details about the issue here. I know how important it is for you to be able to set up the built-in camera on your Google Nest Hub Max.

A few questions:

• What’s the make and model of the mobile device you used for the setup?
• What is the firmware version of your Nest Hub Max?
• What is the make and model of your router?
• How far is the router from the device(s)?

@djfester: What error messages do you get when you try to set up the device (e.g. It could be a message from the Home app, Nest Hub Max’s screen, etc.)? What part of the setup flow are you encountering issues? (e.g. QR code scan, Finishing up, Connecting to Wi-Fi, etc.)? Also, please try the steps below:

1. Remove the Nest Hub Max from its current home structure.
2. Factory reset the Nest Hub Max.
3. Create a new home structure.
4. Set up the Nest Hub Max and its built-in Nest Cam on the new home structure.

Looking forward to your response.

Cheers,

Muddi

[antdaviesuk]

Hi Muddi,

Thanks for your response. After many hours I managed to get the camera back up and running. 

The process would fail at multiple points, but mainly if I could get as far, after the QR scanning / Wrapping Up stage. I would receive the message "Unable to Communicate with Google please try again." The Nest Hub Max would continually be seen as 'Offline' in the home app even though you could connect and control through the app.

The last steps I did try before I got the Nest camera to connect was to remove my Google account from my phone and then add it back on. I had tried everything before, removing the Home and starting a new one, multiple factory resets, checking router frequencies, joining preview programme, disabling mobile data etc..

Its been a few days now and all is still working.  

Regards

[djfester]

I would definitely try that method if it's works this should be posted nationwide so everybody can sort their systems out I thought Google thereselfs would know this if it works

[Muddi]

Hi antdaviesuk,

Thanks for updating the Community forum of your resolution — it's a big help!

@djfester: To confirm, have you tried the steps above?

Cheers,

Muddi

[Princesss]

Hello antdaviesuk,

Just one quick final follow up since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Best,

Princess

[Princesss]

Hey there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess