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Troubleshoot Nest camera and doorbell setup messages

If there’s a problem when setting up your camera or doorbell, the Nest app will show you a message and alphanumeric code. Use this article to look up your code and get steps to fix the problem.

Note: If you’re using Home app for setup, just tap the link in the app message to get the troubleshooting steps. If you need more help, here are some articles to try:

Nest camera error codes

NC errors 

Additional troubleshooting

An error message appears but there isn't an error code

If you try to add your Nest camera to the app, an error message might appear, but it might not have a code to help identify some troubleshooting steps.

If the app shows you a message instead of an error code, such as “A weak Wi-Fi connection is affecting your camera's video quality” or “Your cellular connection may cause lower quality video,” you can use the following articles to help troubleshoot your issue.

Wireless interference and how to troubleshoot it

Troubleshoot Nest camera video issues

My camera says it's off or offline

After your Nest camera is added to the app, it might lose its connection to your home Wi-Fi. If this happens, your camera will show as off or offline in the app. Visit the following article for some steps you can take to troubleshoot your camera’s connection.

Troubleshoot when your camera or doorbell is offline

I don't know what the light on my camera means 

Your Nest camera comes with an LED status light on the front. You may refer to the following article to learn about what this light means.

Nest camera lights and sounds

Your camera experienced a connection problem

Help codes:

C100 ∙ C102 ∙ C202 ∙ C205 ∙ C206 ∙ C207 ∙ C210 ∙ C211 ∙ C213 ∙ C214 ∙ C215 ∙ C216 ∙ C217 ∙ C218 ∙ C219 ∙ C221 ∙ C222 ∙ C227 ∙ C228 ∙ C309-400 ∙ C309-401 ∙ C309-403 ∙ C309-500 ∙ C327 ∙ C329 ∙ C381 ∙ C390 ∙ NC004 ∙ NC017 ∙ NC029

These help codes mean that the app had trouble connecting to your camera.

Troubleshooting 

  1. Quit the Nest app.
  2. Use the instructions in this article to restart your camera.
  3. Make sure your phone’s Wi-Fi is turned on, and that it’s connected to the same Wi-Fi network you want to use for your camera.
  4. Try to set up your camera again on your phone.
  5. If the help code still appears, and you’re using the app on a phone, reboot your device and check if that fixes the issue.
  6. If you still can’t set up your camera, contact support.

There was a Bluetooth connection problem

Help codes:

C107 ∙ C111 ∙ C112 ∙ C113 ∙ C114 ∙ C115 ∙ C116 ∙ C117 ∙ C118 ∙ C201 ∙ C203 ∙ C204 ∙ C212 ∙ C234 ∙ C235 ∙ C236 ∙ C237 ∙ C238 ∙ C239 ∙ NC021 ∙ NC022 ∙ NC023

These errors mean your camera couldn’t connect to your phone through Bluetooth. You’ll need to make sure Bluetooth is working and is enabled on your device.

Troubleshooting 

  1. Quit the Nest app.
  2. Use the instructions in this article to restart your camera.
  3. On your phone, switch Bluetooth off and then on again to reset the connection. Make sure that Bluetooth is on when you’re done.
  4. On rare occasions, your phone might not let you turn on Bluetooth. If you run into this issue, try to reboot your device. Otherwise, skip to the next step.
  5. After turning on Bluetooth, bring your phone within 12 inches (0.3 m) of your camera, and keep it there until setup is complete to help reduce wireless interference that may disrupt the Bluetooth connection.
  6. Now, try to set up your camera again.
  7. If you still can’t set up your camera, try a different phone if you have one.
  8. If the Nest app displays a Bluetooth error again, reboot your phone if you haven’t already. Then try to set up your camera again.

If all else fails, you can try to set up your camera without using Bluetooth if you have one of the following cameras:

  • You might want to use a different phone to set up your camera. You’ll need to install the Nest app on the other device and then follow the steps in the app to set up your camera.

    • Nest Cam Outdoor
    • Nest Cam Indoor
    • Dropcam

Your camera couldn’t connect to your other Nest product(s)

Help codes:

NC013 ∙ NC014 ∙ NC018 ∙ NC024 ∙ NC030

During setup, your Nest camera or doorbell will try to get Wi-Fi information from the other Nest product in your home. Your camera or doorbell will know there’s another Nest product in your home because it will find the product in the Home app or Nest app.

If your camera or doorbell can’t connect to the other Nest product, it won’t be able to get the information it needs to complete setup. When it can’t connect, one of these help codes may appear.

Troubleshooting 

1. Restart your camera or doorbell

Use the instructions in this article to restart your camera. Then return to these steps and go to step 2.

2. Connect to the same Wi-Fi network

  1. Connect your phone to the same Wi-Fi network as your existing Nest product(s).
  2. Try to set up your camera or doorbell again while your phone is on the same network.

    • After completing camera or doorbell setup, you can connect your phone to a different Wi-Fi network if you like.

  3. If you’re still getting the same error after trying the steps above, restart your camera or doorbell again and continue troubleshooting below.

3. Move your products closer together

During setup, your new camera or doorbell will try to connect to one of the following existing Nest products in your home:

  • A Google Nest camera or doorbell
  • Google Nest Protect smoke and CO alarm
  • Google Nest Guard (the main part of the Google Nest Secure alarm system)

Note: Google Nest thermostats, Google Nest Detects, Google Nest Tags, and other Nest camera models don’t participate in setup as described above.

Here’s how to help them connect:

  1. Temporarily bring your camera or doorbell and your other Nest product within about 30 feet (10 m) of each other.

    • For a Nest camera, try to bring your camera closer to your other Nest product. You might need to plug your camera into an outlet that’s closer to the other product.
    • For a Nest Doorbell wired, try to bring your other Nest product closer to your doorbell.
  2. When your products are closer together, go through setup again.

  3. If that doesn’t work, restart your camera or doorbell. Then bring your camera or doorbell and your other Nest product within a few feet (1 m) of each other and go through setup again.

  4. Once you’ve added your camera or doorbell to the app and have completed setup, you can install your products farther away from each other. They only need to be close together during setup.

Your internet security settings prevent your camera from connecting

Help codes:

C209 ∙ C229 ∙ C230 ∙ C231 ∙ C232 ∙ C233 ∙ NC008 ∙ NC009

These error codes mean your internet firewall may be preventing the Nest app from adding Nest camera or doorbell to your network. Or, there may be some other issue with your network.

Troubleshooting

  1. Quit the app.
  2. Use the instructions in this article to restart your camera.
  3. Check that the Wi-Fi network is connected to the internet and the connection is working as expected. If other devices can’t connect to the internet, you’ll need to contact your internet service provider to restore service.

On a computer

Use a browser to visit a web page like google.com and make sure it loads properly.

On a phone

Turn on Airplane Mode on your phone, then, turn on Wi-Fi on your device while Airplane Mode is on.

Allow your device to connect to the Wi-Fi network, then try to visit a web page like google.com to check if it loads properly.When you’re done testing, turn off Airplane Mode.

  1. Make sure your phone’s Wi-Fi is turned on, and that it’s connected to the same Wi-Fi network you want to use for your camera.
  2. If you’re using a firewall, try temporarily lowering its security level to allow the app to add your product to your network. You should also temporarily disable MAC address and IP filtering. If you don’t know how to do this, contact the person or service provider who set up your firewall.
  3. Open the app again and set up your Nest Cam on your phone (or on your computer).
  4. When complete, restore your firewall to its previous security settings.

Your camera had trouble connecting to Wi-Fi

Help codes:

C106 ∙ C109 ∙ C119 ∙ C224 ∙ C324 ∙ C331 ∙ C332 ∙ C363 ∙ C364

These errors mean Nest Cam couldn’t connect to the Wi-Fi network you selected. There are a few things that could cause this to happen. Try the following suggestions.

Troubleshooting 

  1. Quit the Nest app
  2. Unplug your modem and router. You may have one device that’s a combination modem/router, or they may be separate devices. If they’re separate devices, unplug both.
  3. Wait for 30 seconds, then plug your modem and router back in.
  4. Your modem and router will start. Wait a couple of minutes or until a steady power and connection lights appear. It may also have a quickly flashing data light on the device(s).
  5. Check that your home Wi-Fi network is connected to the internet and the connection is working as expected. If other devices can’t connect to the internet, you’ll need to contact your internet service provider to restore service.
  • On a computer
  • Use a computer to visit a web page like google.com and make sure it loads properly.

    On a phone

    1. Turn on Airplane Mode on your phone, then turn on Wi-Fi on your device while Airplane Mode is on.

    2. Allow your device to connect to the home Wi-Fi network, then try to visit a web page like google.com to check if it loads properly.

    3. When you’re done testing, turn Airplane Mode off.

  1. Unplug your camera. Wait 10 seconds, then plug it back in.
  2. Make sure your phone’s Wi-Fi is turned on, and that it’s connected to the same Wi-Fi network.
  3. Open the app again and set up your Nest Cam on your phone (or on your computer).

Incorrect Wi-Fi password

Help codes:

C104 ∙ C220 ∙ C320 ∙ NC005 ∙ NC006 ∙ NC007

You probably just mistyped the password for your Wi-Fi network. That’s okay. It’s an easy fix.

Troubleshooting 

  1. Double check the password for your home’s Wi-Fi network. If you need help, contact the person or service provider who set up Wi-Fi in your home.
  2. Tap the Try again button. Re-enter your Wi-Fi information. When prompted, carefully enter the password for your Wi-Fi network.

Your camera had trouble finding or connecting to Wi-Fi

Help codes:

C103 ∙ C110 ∙ C223 ∙ C323 ∙ C365 ∙ C366 ∙ C367 ∙ C368 ∙ C371 ∙ C372 ∙ C373 ∙ C374 ∙ C375 ∙ C376

These help codes mean your camera couldn’t find or connect to the Wi-Fi network you selected. There are several reasons why this might be happening. Try the following suggestions.

Troubleshooting 

  1. Quit the Nest app
  2. Check that your home Wi-Fi network is connected to the internet and the connection is working as expected. If other devices can’t connect to the internet, you’ll need to contact your internet service provider to restore service.
  • On a computer
  • You can use a computer to visit a web page like google.com and make sure it loads properly.

    On a phone

  • Or, turn on Airplane Mode on your phone. Then, turn on Wi-Fi on your phone while also keeping Airplane Mode on. Allow your device to connect to your home Wi-Fi network, and try to visit a web page like google.com. Make sure it loads properly. When you’re done testing, turn off Airplane Mode.
  1. Make sure your phone’s Wi-Fi is turned on, and that it’s connected to the same Wi-Fi network.
  2. Make sure you’re not trying to connect a 2.4 GHz-only camera to a 5 GHz network.
  3. Use the instructions in this article to restart your camera.
  4. Open the app again and set up your Nest camera on your phone.

Your hidden Wi-Fi network didn’t recognize the info you provided

Help codes:

C225 ∙ C325

This can happen when you’re trying to connect to a hidden Wi-Fi network, and you entered the information manually. You may have picked an incorrect security type for your Wi-Fi network.

Troubleshooting 

Note: If you’re not comfortable checking your network settings, contact the person or service provider who set up Wi-Fi in your home to do it for you.

  1. Double check your Wi-Fi network’s security type. For example, this error may appear if your Wi-Fi network’s security type is WPA but you selected WEP during setup.
  2. In the app, tap Try again. Re-enter your Wi-Fi information. When prompted, select the correct security type for your Wi-Fi network.
  3. If you’re still having trouble, you can try temporarily un-hiding your Wi-Fi network so that your camera can find and connect to it automatically. Then, when you’re ready, you can hide your network again.

There was an issue with your router’s settings

Help codes:

C105 ∙ C226 ∙ C326

This error means your router couldn’t assign a network address to your camera. A few different router settings could cause this to happen.

Troubleshooting 

Note: If you’re not comfortable adjusting your router’s settings, contact the person or service provider who set up Wi-Fi in your home.

  1. Quit the app.
  2. Make sure your phone’s Wi-Fi is turned on, and that it’s connected to the same Wi-Fi network you want to use for your camera.
  3. Your router may not be configured properly to work with Nest Cam. Nest Cam uses DHCP to connect to your Wi-Fi network. Check that your router has DHCP enabled.
  4. If your router is using MAC address filtering, refer to our information about adding your Nest Cam’s MAC address to the whitelist.
  5. Make sure your Wi-Fi equipment is using our other recommended router and access point settings.
  6. Use the instructions in this article to restart your camera.
  7. Open the app again and set up your Nest Cam on your phone.

The internet connection was too slow, or it dropped off

Error code:

C108

This error appears when the Nest server didn’t respond to a request from your device. This can happen if you lose your internet connection during setup, or if your network is having bandwidth issues.

Troubleshooting 

  1. If your internet connection is slow, you may not have enough bandwidth to complete setup. Run an internet speed test and make sure your connection isn’t experiencing unexpected bandwidth issues.
  2. Unplug your modem and router. You may have one device that’s a combination modem/router, or they may be separate devices. If they’re separate devices, unplug both.
  3. Wait for 30 seconds, then plug your modem and router back in.
  4. Your modem and router will start. Wait a couple of minutes or until a steady power and connection lights appear. It may also have a quickly flashing data light on the device(s).
  5. Check that your Wi-Fi network is connected to the internet and the connection is working as expected:
  • On a computer
  • You can use a computer to visit a web page like google.com and make sure it loads properly.
  • On a phone
    1. Turn on Airplane Mode on your phone, then, turn on Wi-Fi on your phone while Airplane Mode is on.
    2. Allow your device to connect to the Wi-Fi network, then try to visit a web page like google.com to make sure it loads properly. Make sure it loads properly.
    3. When you’re done testing, turn off Airplane Mode.
  • Note: If other devices can’t connect to the internet, you’ll need to contact your internet service provider to restore service.

  1. Quit the Nest app.
  2. Use the instructions in this article to restart your camera.
  3. Open the Nest app again and set up your Nest Cam on your phone.

There was a problem with the connection between your camera and your computer

Help codes:

C350 ∙ C362 ∙ C380

If you’re setting up your Nest camera on a Mac or Windows computer, this error can occur when there’s a connection issue.

Troubleshooting 

  1. Clear your browser’s cache and cookies. Check your browser’s Help menu for information about how to do this.
  2. Quit your web browser.
  3. Unplug your camera from the USB port on your computer. Plug it back in, using a different USB port on your computer if you have one.
  4. Try to set up your Nest camera with your computer again.

Your camera may be part of a different Nest home

Help codes:

C101 ∙ C208 ∙ C308 ∙ C309

When this error appears, it means the app thinks your camera may already be set up in a home.

Troubleshooting 

  1. Quit the Nest app.
  2. If your Nest camera has already been set up in an account in the app, you’ll need to remove your camera from its previous account before you go on.
    • Keep in mind, if you have a Nest Aware subscription, removing the camera from the account will permanently delete all of that camera’s recorded video history. So, be sure to create and download clips of any footage you want to keep before you delete the camera from your account.
  3. Use the instructions in this article to restart your camera.
  4. Open the app again and set up your Nest camera on your phone.
  5. If you still can’t set up your camera, or if you’re having trouble removing the camera from its previous account in the app, contact support.

Your doorbell may have previous settings

Error codes:

NC003

When this error appears, it means the app thinks that your Nest doorbell has some previous settings on it. You’ll get the message "Reset your Nest Doorbell."

Troubleshooting 

Reset your doorbell to factory defaults:

Nest Doorbell wired

  1. If your doorbell is already attached to the wall, you’ll need to take it off. Use the release tool that was included with the doorbell, a paperclip, or a thumbtack.

  2. Insert it into the hole at the bottom of the doorbell and pull it off the base.
    Tip: Don’t unscrew the wires attached to the back of your doorbell if it's hardwired to your home's power.

  3. Hold down 2 buttons on your doorbell for about 10 seconds:

    • Hold down the reset button on the back (use the the release tool or a thumbtack)
    • At the same time, hold down the big doorbell button on the front
  4. While holding the buttons, your camera will chime and its light ring will start spinning blue, then flash yellow, and then all the lights will turn off.

  5. Release the 2 buttons.

  6. The factory reset is complete when your camera chimes and the light ring starts slowly pulsing blue.

Once your doorbell has been reset to factory defaults, you can add the camera back to the app.

Connect your camera to the app

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