Nest cam stopped working - always “offline”

[JDF1]

Hey everyone, 

I’ll start by saying I’m slowly losing my mind trying to fix this issue. We’ve had a Hub Max for 2+ years, and recently, I had an issue where I had to forget device and factory reset. However, now, whatever I do, I can’t get the nest camera to work - it will just say it’s offline (but the device itself is connected to the WiFi as normal). I’ve tried:

1. Factory resetting (probably 100+ times over the last few days)

2. A unplugging, waiting 10 seconds, plugging back in 11 times fix I saw somewhere else.

When I do option 2 above, I can actually get to a ‘set up nest cam’ option, but when scanning the QR code, it just says it didn’t work and to try putting my phone on and off airplane mode and trying again or (guess what!) doing a factory reset. I’ve done both of these and it doesn’t work, and again the Nest cam remains ‘offline’. Our nest doorbell continues to work fine. 

Any other suggestions? A fix would be greatly appreciated!

[Juni]

Hi JDF1,

Thanks for reaching out. That certainly hasn’t been easy for you. Let’s check out what’s going on. A few questions: Did the built-in Nest Cam work before? Did you attempt to factory reset your Nest Hub Max after discovering the camera offline issue? What LED lights appear on the Nest Hub Max? Also, when you try to stream the built-in Nest Cam, do you get error messages from the:

• Nest Hub Max
• Home app
• Google Home for web
• Nest app

I look forward to your response.

Regards,

Juni