Nest Cam Setup

[mjlarios]

I saw a similar thread for someone that had a working NestCam on their Nest Hub Max and I’m having the same issue.  I followed all the steps provided and am still having issues.  I tried calling google multiple times and have spent over 3 hours trying to problem solve only resulting in getting disconnected or having to end the call because I had other matters to attend to.  These are the steps I’ve tried.  

1. Force close and re-open the Google Home app. If it didn't work, uninstall and reinstall it as well.
2. Ensure the that the Google Nest Hub Max and other devices have internet connection (device does not show as offline).
3. Remove any old Nest products that are no longer in use or online from the Nest or Home apps.
4. If the customer is setting up the device in a home with a previous Nest Cam set up, make sure that the Nest Hub Max is on the same Wi-Fi network and not far from the other device for setup.
5. If the above steps fail, do the following steps below:
   1. Set up the Nest Hub Max's Nest Cam in a new Home in the Google Home app with a tap on the plus sign at the top left of the Google Home app and select Create new home.
   2. Remove old devices from the old Home first, before they are added to the new one.
   3. Move current devices to the new Home, then delete the old Home in the Google Home app.
6. Perform a factory reset on Nest Hub Max. To do this, hold the volume up and volume down buttons for 10 seconds.

[Alex_S]

Hi mjlarios,

I know how it feels when something isn’t working the way it should. Can you share the case number you had with our support so we can further look into it?

Kind Regards,
Alex

[mjlarios]

0-8897000033824

[Alex_S]

Hi mjlarios,
 

Thanks for sharing the case.
 

I’m already communicating with our Google Nest support team about this. I will update you once I have any news to share. 
 

Regards,
Alex

[Muddi]

Hey mjlarios,

Thanks for your patience. Could you tell us when and where you purchased your device? Also, are you able to set up the Nest Hub Max itself?

Cheers,

Muddi

[mjlarios]

Yes, the only feature that isn’t working is the Nest Cam that was previously working. 

[Muddi]

Hi there,

Got it! Could you tell us when and where you purchased your Nest Hub Max?

Cheers,

Muddi

[mjlarios]

It was gifted a few years ago, I believe December 2019.

[Muddi]

Hi there,

With the given information, I can confirm that the device is out of warranty. Could you provide us the current firmware version of your Nest Hub Max?

Cheers,

Muddi

[mjlarios]

System firmware version: 11.20230306.3.134
Cast firmware: 1.69.362882


[Muddi]

Hello mjlarios,

I appreciate the information. Do you own additional Nest products, such as the thermostat or the camera? If so, please move your Nest Hub Max to be at least 10 feet away from the Nest devices. Also, let's try performing a factory reset once more since your device is running the most recent firmware.

1. Open the Google Home app.
2. Remove the Google Nest Hub Max by tapping it under "Devices" > Settings > remove device.
3. Reboot the Google Nest Hub Max after removing it in the Google Home app.
4. Once rebooted, factory reset.
5. Setup as usual.

Keep us posted.

Cheers,

Muddi

[mjlarios]

No luck with these steps.

[Muddi]

Hey mjlarios,

Yikes! We'd like to take a deeper look into this. Please fill out this form and let me know once you're done.
 

Cheers,

Muddi

[mjlarios]

Done!

[Lance_L]

Hey mjlarios,

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.

Thanks for the help, Alex and Muddi.

Cheers,

Lance