3 weeks ago
Hello Community,
I have an issue similar to someone else's from early 2023 with my camera.
My Google Nest camera stopped working so I removed it from the Google Home app and attempted to factory reset and add back to Google Home app.
Factory reset gets me a white light, then the green light, no blue light, and I am unable to complete the “add a device” process in the home app.
Answered! Go to the Recommended Answer.
3 weeks ago
If you're getting a green status light instead of a blue status light after attempting a factory reset, it's possible--like other customers in this forum--that you did not manage to actually factory reset your camera. It's sometimes hard to actually depress the reset pin.
Did you hold the reset pin down until, after 10 seconds, the status light blinked yellow 4 times, with a countdown tone, and after 12 seconds did you get a steady solid yellow status light, with a confirmation tone?
If you simply cannot get your camera to factory reset, you could try contacting Support, explaining that your camera just "stopped working". (We've had a battery camera since Sept. 2021--plugged in with the optional power cable--and it's been online and "Live" ever since.)
1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.
3 weeks ago
If you're getting a green status light instead of a blue status light after attempting a factory reset, it's possible--like other customers in this forum--that you did not manage to actually factory reset your camera. It's sometimes hard to actually depress the reset pin.
Did you hold the reset pin down until, after 10 seconds, the status light blinked yellow 4 times, with a countdown tone, and after 12 seconds did you get a steady solid yellow status light, with a confirmation tone?
If you simply cannot get your camera to factory reset, you could try contacting Support, explaining that your camera just "stopped working". (We've had a battery camera since Sept. 2021--plugged in with the optional power cable--and it's been online and "Live" ever since.)
1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.
a week ago
Hello, I wanted to give an update on this. After many, many attempts to do a factory reset, I contacted Google support as suggested. Filled out the form on line, chose the "call me" option ... I got a call in 10 seconds!
We tried to.do.the reset again ... with the CS guy watching through my phones camera. He confirmed it wouldn't reset.
After.checking the serial number, it is being replaced under warranty.
Wow, just an easy process. A lot of companies could learn from Google on how to deal with customers!
