Doorbell (wired) & Outdoor Camera

[MeganSub]

Hi I really need help. I have a new wifi network and removed my Doorbell and outdoor Camera from my Home App so that I can add them back with the new wifi. I have tried restarting the devices a few times but everytime I try to "add device" to setup the devices would not connect. It tells me to make sure the devices are connected to the same wifi. How can I do that without them being on the Home app. Also both camera lights are green even after resetting. PLEASE HELP ME!!! Thank you! 

[MplsCustomer]

@MeganSub 

When you remove your cameras and doorbells from the Google Home app, the process is supposed to perform a factory reset if your device was online when you performed the removal:

https://support.google.com/googlenest/answer/9223711?hl=en&sjid=13606816441774348116-NC#zippy=%2Cuse...

However, since you're getting a message that implies your devices are connected to a different Wi-Fi, perhaps the factory reset did not occur, and you need to do a manual factory reset. See the instructions here, using the factory reset instructions and not the restart instructions:

https://support.google.com/googlenest/answer/9252162

[MeganSub]

Hello, thank you. I have done this but the devices will not restart. After they appear to restart the light turns green and they do not connect when I try to add them back to the Home App.

[MplsCustomer]

@MeganSub 

You don't get these results indicated in the instructions ?

Use the reset button

1. Locate the reset button on the back of the camera.

Tip: The reset button on the Nest Cam (battery) is located on the back of the camera head.

2. Press and hold the button:

At 10 seconds, the status light will blink yellow four times, and you'll hear a countdown tone.

At 12 seconds, the status light will be steady, solid yellow while the camera starts the factory reset, and you'll hear a confirmation tone.

3. Release the button. Your camera will restore to its factory settings.

[MeganSub]

Unfortunately, no the devices are not restoring to factory settings.

[MplsCustomer]

@MeganSub 

Unless another customer chimes in with another suggestion, you could try contacting Support, using the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[ReginaS]

Hi MeganSub,

Thanks for the help, MplsCustomer.

I wanted to make sure everything was covered here. Have you had a chance to contact our support? If not, please fill out this form. Let me know once you’re done.

Sincerely,

Regina

[EmersonB]

Hi everyone,

How’s it going? We haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help.

I appreciate the help, Regina and MplsCustomer.

Regards,

Emerson