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Troubleshoot connecting to the app during setup

Here are some troubleshooting steps you can take if you’re installing your Nest camera or doorbell and it won’t connect to the Home or Nest app.

Select the issue you’re experiencing:

  • If you get a message that has a numeric code such as C-221 or C-327, go to the Nest camera troubleshooter.
  • If there's no message with a numeric code but you can’t finish setup, try the steps below to help get your camera connected to the app. 

1. Check your camera’s distance to the router

Your camera may be out of range or it may be too close to the router. 

  • Try to move your camera closer to your Wi-Fi router or access point, then try connecting your camera to the app again.
  • If your camera pr doorbell is already mounted, and you can’t move it easily, try to move your Wi-Fi router or access point closer to your camera instead.
  • Important: If you place your camera too close to the router during setup, it can also cause connection problems, keep it a few feet away.

2. Restart your camera

Restarting your camera will refresh its connection. Instructions depend on what kind of device you have.

Wired or plug-in cameras

Note: If your camera can run on battery power, use the steps for battery powered cameras

  1. Unplug your camera’s power adapter from the wall outlet.
  2. Wait 10 seconds, then plug your camera’s power adapter back in.
  3. Your camera will restart automatically.

Battery powered cameras

Press the button on the back of your camera once and wait for it to restart. Don’t hold the button down or it will be reset to factory defaults.

Note: In some rare cases, you may need to reset your camera and start app setup from the beginning, but complete all troubleshooting steps in this article first.

Doorbells

  1. To restart your doorbell, disconnect it from the backplate with the tool that was included in the box. You can also use a thumbtack or paper clip.
    • If it is hardwired, leave the doorbell connected to the wires.
  2. On the back of the doorbell, insert the release tool, thumbtack, or paper clip into the hole near the top.
    • If you have a 2nd gen wired doorbell: Press the reset button once and wait for the doorbell to restart. You’ll hear a chime, and the light on the front of the doorbell will turn white.
      • Note: Make sure that you don’t hold down the reset button for longer than 20 seconds, or it will be reset to factory defaults.
    • If you have a 2nd gen battery powered doorbell: Press the reset button once and wait for the doorbell to restart. You’ll hear a chime and the light on the front of the doorbell will turn white.
      • Note: Make sure you don’t hold down the reset button longer than 20 seconds or it will be reset to factory defaults.
    • If you have a 1st gen wired doorbell: Hold down until the light on the doorbell turns off (about 10 seconds) then release.
      • Note: Make sure you do not hold down the doorbell button on the front of Nest Doorbell (wired) or it will be reset to factory defaults.

After the camera restarts, there should be a solid green light on the front of your camera to show that it’s connected, and it should come back online in the app within a few minutes.

Note: In some rare cases, you may need to reset your doorbell and start app setup from the beginning, but complete all troubleshooting steps in this article first.

3. Make sure your home Wi-Fi is working

Check that you can get online with another device in your home. If you’re using a cell phone, you can make sure you don’t use cellular data by turning on Airplane mode and then turning on Wi-Fi.

If you can’t get online with another device, try restarting your router and modem.

4. Restart your router

Restarting your router and modem will reset your internet connection. You should also restart any Wi-Fi range extenders or repeaters if you have them.

Note: Every router and modem is different. You may need to consult your device’s user manual for specific instructions on how to restart it.

  1. Unplug your modem and router power cords. You may have a combination modem/router, or they may be separate devices. All the lights on your modem and router should be off.
  2. Wait for 30 seconds, then plug your modem and router back in.
  3. Your modem and router will restart. Wait a couple of minutes or until there’s steady power and connection lights. There may also be a quickly flashing data light.

Once your router and modem has restarted, check if your camera can connect to the app.

If you still can’t get online,  contact your internet service provider to check the service status in your area.

5. Check for interference

Wireless interference can prevent your device from connecting to the app.

  • If possible, move your camera or doorbell closer to your Wi-Fi router during setup. Then you can place or install it where you want. For more help, go to 

Troubleshoot wireless interference

6. Check the settings on your Wi-Fi router or access point

In some cases  settings on your router or access point could be causing a problem with the connection. 

High firewall security or parental controls can block new devices from connecting to your Wi-FI network. Refer to your Wi-Fi router or access point documentation to check if these features are enabled on your network and how you can exempt your camera from these restrictions.

Check our recommended Wi-Fi settings for more detailed configuration options.

Recommended Wi-Fi network and router settings

 

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