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Troubleshoot connecting to the app or Wi-Fi

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, or your Wi-Fi network.

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 or access point

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 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, it can also cause connection problems. Try to move it a few feet away.

2. Restart your Nest camera

Restarting your camera will refresh its connection.

If your camera plugs into a wall outlet

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.

If your camera uses battery power

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.

If you have a Nest doorbell

  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 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 the status of the Nest service

Note: If you use the Home app to set up your cameras, skip this step.

Check the status of the Nest service

If the Nest service is down, wait for it to resume to check if you can connect your camera to the Nest app.
While the service is down, you may also get a message "The Nest service can’t be reached right now" when trying to use the Nest app.

6. Check for interference

Almost every network is subject to wireless interference which can cause problems when connecting your camera to the Nest app.

Wireless interference can be caused by:

  • Interference from walls and floors
  • Interference from competing Wi-Fi networks
  • Interference from other electronics

Learn about wireless interference and how to troubleshoot it

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

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

High firewall security or parental controls can block communication with Nest servers. 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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