Unable to setup Nest Cam on Nest Hub Max

[4dsyoung]

I have had a Nest Hub Max for about 18 months.  When I first set it up everything worked just fine.  At some point I could no longer use the video and no matter what I tried I could not enable it.  I recently found a post that mentioned to remove the device from my google home IOS app and then to re-add it.  I removed it then added it again, but when I try to Set up the Nest Cam I get a message saying that is it connected to another account, and to continue with setup, it needs to be removed from its pervious account.  The only account it had been added to was the same one I was trying to re-add it with.  I tried to see what account it is associated with but when I click on the setting icon for the device I get the message "Problem connecting to cloud."  Any suggestions on my next step to get the Nest Cam setup and added to my account again?  

[Azarco · Accepted solution]

Hey 4dsyoung,

Thanks for raising your concern to the Community, let's figure this out.

Give these steps a try:

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.

Looking forward to your response.

Best,

Alex

[Azarco]

Hey 4dsyoung, 

Checking back in to see if the troubleshooting steps shared help. Let us know by updating this thread, and the community will be happy to lend a hand.

Thanks,

Alex

[Azarco]

Hey 4dsyoung,

We haven’t heard any updates from you. I’ll go ahead and lock this thread in 24 hours. If you still need assistance, feel free to start a new thread in the community and we’ll be happy to help.

Regards,

Alex

[4dsyoung]

Performing a factory reset on Nest Hub Max fixed it.  Thanks!

[Azarco]

Hey 4dsyoung,

That's great to hear! I'll keep this thread open for a few more days in case other users have the same situation. Let us know if you have other questions or concerns.

Best,

Alex

[Azarco]

Hey 4dsyoung,

Just making sure everything is fine — still need our help?

Thanks,

Alex

[Azarco]

Hey 4dsyoung,

I haven't heard from you in a while so I'll be locking this thread in 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. 

Regards,

Alex