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.
Use the interactive troubleshooting guide or select the help code that you see below.
Note: If you’re using the 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
C errors
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 mobile 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 that 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.
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 ∙ NC010 ∙ NC011 ∙ NC015 ∙ NC016 ∙ NC017 ∙ NC029
These help codes mean that the app had trouble connecting to your camera.
Troubleshooting
- Close the app.
- Use the instructions in this article to restart your camera.
- Make sure that your phone’s Wi-Fi and Bluetooth are turned on, and that it’s connected to the same Wi-Fi network that you want to use for your camera.
- Try to set up your camera again in the app.
- 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.
- 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 that your camera couldn’t connect to your phone through Bluetooth. You’ll need to make sure that Bluetooth is working and enabled on your device.
Troubleshooting
- Exit the Nest app.
- Use the instructions in this article to restart your camera.
- On your phone, switch Bluetooth off and then on again to reset the connection. Make sure that Bluetooth is on when you’ve finished.
- 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.
- After turning on Bluetooth, bring your phone within 30 cm of your camera, and keep it there until setup is complete to help reduce wireless interference that may disrupt the Bluetooth connection.
- Now, try to set up your camera again.
- If you still can’t set up your camera, try a different phone if you have one.
- 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:
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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
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 that 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
- Connect your phone to the same Wi-Fi network as your existing Nest product(s).
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Try to set up your camera or doorbell again while your phone is on the same network.
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After completing camera or doorbell setup, you can connect your phone to a different Wi-Fi network if you like.
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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
Note: Google Nest thermostats and other Nest camera models don’t participate in setup as described above.
Here’s how to help them connect:
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Temporarily bring your camera or doorbell and your other Nest product within about 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 a socket that’s closer to the other product.
- For a Nest Doorbell (wired), try to bring your other Nest product closer to your doorbell.
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When your products are closer together, go through setup again.
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If that doesn’t work, restart your camera or doorbell. Then bring your camera or doorbell and your other Nest product within 1 m of each other and go through setup again.
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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 that your Internet firewall may be preventing the Nest app from adding the Nest camera or doorbell to your network. Or there may be some other problem with your network.
Troubleshooting
- Exit the app.
- Use the instructions in this article to restart your camera.
- Check that the Wi-Fi network is connected to the Internet and that the connection is working as expected. If other devices can’t connect to the Internet either, 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 that it loads properly.
On a phone
Turn on aeroplane mode on your phone, then turn on Wi-Fi on your device while aeroplane 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’ve finished testing, turn off aeroplane mode.
- Make sure that your phone’s Wi-Fi is turned on, and that it’s connected to the same Wi-Fi network that you want to use for your camera.
- If you’re using a firewall, try lowering its security level temporarily 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.
- Open the app again and set up your Nest Cam on your phone (or on your computer).
- 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 ∙ N027 ∙ N028
These errors mean that Nest Cam couldn’t connect to the Wi-Fi network that you selected. There are several things that could cause this to happen. Try the following suggestions.
Troubleshooting
- Exit the Nest app
- Unplug your modem and router. You may have one device that’s a combination modem/router or you may have separate devices. If you have separate devices, unplug both of them.
- Wait for 30 seconds, then plug your modem and router back in.
- Your modem and router will start. Wait a couple of minutes or until there's steady power and the connection lights appear. It may also have a quickly flashing data light on the device(s).
- Check that your home Wi-Fi network is connected to the Internet and that the connection is working as expected. If other devices can’t connect to the Internet either, you’ll need to contact your Internet service provider to restore service.
- On a computer
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Use a computer to visit a web page like google.com and make sure that it loads properly.
On a phone
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Turn on aeroplane mode on your phone, then turn on Wi-Fi on your device while aeroplane mode is on.
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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.
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When you’ve finished testing, turn aeroplane mode off.
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- Unplug your camera. Wait for 10 seconds, then plug it back in.
- Make sure that your phone’s Wi-Fi is turned on, and that it’s connected to the same Wi-Fi network.
- 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've probably just mistyped the password for your Wi-Fi network. That’s OK – it’s easy to fix.
Troubleshooting
- 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.
- 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 that your camera couldn’t find or connect to the Wi-Fi network that you selected. There are several reasons why this might be happening. Try the following suggestions.
Troubleshooting
- Exit the Nest app
- Check that your home Wi-Fi network is connected to the Internet and that the connection is working as expected. If other devices can’t connect to the Internet either, you’ll need to contact your Internet service provider to restore service.
- On a computer
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You can use a computer to visit a web page like google.com and make sure that it loads properly.
On a phone
- Or, turn on aeroplane mode on your phone. Then, turn on Wi-Fi on your phone while also keeping aeroplane 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 that it loads properly. When you’ve finished testing, turn aeroplane mode off.
- Make sure that your phone’s Wi-Fi is turned on, and that it’s connected to the same Wi-Fi network.
- Make sure that you’re not trying to connect a 2.4 GHz-only camera to a 5 GHz network.
- Use the instructions in this article to restart your camera.
- Open the app again and set up your Nest camera on your phone.
Your hidden Wi-Fi network didn’t recognise the info that you provided
Help codes:
C225 ∙ C325
This can happen when you’re trying to connect to a hidden Wi-Fi network and you enter 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.
- 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.
- In the app, tap Try again. Re-enter your Wi-Fi information. When prompted, select the correct security type for your Wi-Fi network.
- If you’re still having trouble, you can try temporarily unhiding 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 that your router couldn’t assign a network address to your camera. There are several different router settings that 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.
- Exit the app.
- Make sure that your phone’s Wi-Fi is turned on, and that it’s connected to the same Wi-Fi network that you want to use for your camera.
- 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.
- If your router is using MAC address filtering, refer to our information about adding your Nest Cam’s MAC address to the whitelist.
- Make sure that your Wi-Fi equipment is using our other recommended router and access point settings.
- Use the instructions in this article to restart your camera.
- 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 problems.
Troubleshooting
- If your Internet connection is slow, you may not have enough bandwidth to complete setup. Run an Internet speed test and make sure that your connection isn’t experiencing unexpected bandwidth problems.
- Unplug your modem and router. You may have one device that’s a combination modem/router or you may have separate devices. If you have separate devices, unplug both of them.
- Wait for 30 seconds, then plug your modem and router back in.
- Your modem and router will start. Wait a couple of minutes or until there's steady power and the connection lights appear. It may also have a quickly flashing data light on the device(s).
- Check that your Wi-Fi network is connected to the Internet and that 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 that it loads properly.
- On a phone
- Turn on aeroplane mode on your phone, then turn on Wi-Fi on your phone while aeroplane mode is on.
- Allow your device to connect to the Wi-Fi network, then try to visit a web page like google.com to make sure that it loads properly. Make sure that it loads properly.
- When you’ve finished testing, turn aeroplane mode off.
-
Note: If other devices can’t connect to the Internet, you’ll need to contact your Internet service provider to restore service.
- Exit the Nest app.
- Use the instructions in this article to restart your camera.
- 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
- Clear your browser’s cache and cookies. Check your browser’s Help menu for information about how to do this.
- Exit your web browser.
- 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.
- 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 that the app thinks that your camera may already be set up in a home.
Troubleshooting
- Exit the Nest app.
- 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.
- Bear in mind that 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 make sure that you create and download clips of any footage that you want to keep before you delete the camera from your account.
- Use the instructions in this article to restart your camera.
- Open the app again and set up your Nest camera on your phone.
- 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 went idle and you can't complete setup
Help code:
NC019
Your camera needs to be awake to connect to Wi-Fi and complete setup in the app. Typically, if your camera’s status light turns off during setup, your camera is no longer awake and you won’t be able to add it to the app.
Troubleshooting
- Close the app.
- Follow instructions to factory reset your camera.
Your doorbell may have previous settings
Help code:
NC003
When this error appears, it means that 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)
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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 drawing pin.
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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. -
Hold down two buttons on your doorbell for about 10 seconds:
- Hold down the reset button on the back (use the release tool or a drawing pin)
- At the same time, hold down the big doorbell button on the front
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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.
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Release the two buttons.
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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.