topic Re: iPhone volume cannot be muted when viewing Nest cam live video in Apps / Account

iPhone volume cannot be muted when viewing Nest cam live video

Greggolas — Wed, 15 Feb 2023 06:24:52 GMT

It is not possible to have an iPhone stay muted while viewing Nest cam live video in the Home app. To reproduce:

1) Turn off the iPhone device volume using the volume down button on the phone

2) Open the Google Home app and view live video for a Nest cam

3) Audio from the live video will play out of the phone speakers and it is not possible to mute the volume using the iPhone volume control or any other mechanism. All other apps honor the volume setting and only the Home app overrides the device volume.

This is completely reproducible and has been reported by multiple users and ignored previously https://www.googlenestcommunity.com/t5/Apps-Account/Cannot-turn-volume-all-the-way-down-while-live-viewing-camera/m-p/81746#M5864

I’ve raised this bug report with support twice and they have no ability to understand what I’m saying or open a bug report with the product team so this is my last shot at trying to get someone’s attention that can understand and address a simple software bug report.

Re: iPhone volume cannot be muted when viewing Nest cam live video

Mlabrador — Mon, 20 Feb 2023 01:24:27 GMT

HI @Greggolas,

Thanks for posting in the community. Let's sort this out.

Could you check what iOS version you have? What is the make and mode of your iPhone? Also, could you check what firmware version you have on the Google Home app?

Best,

Nikki

Re: iPhone volume cannot be muted when viewing Nest cam live video

Greggolas — Mon, 20 Feb 2023 01:51:49 GMT

Hi thanks for asking.

IOS 16.3.1

iPhone 13

Home App 2.63.110

I have two of the same phones that can both reproduce the bug exactly as stated and as I mentioned there are others who could confirm this behavior on other threads.

I’ve explained this bug to support twice and they do not understand what I’m saying. Cases 7-4804000033983, 4-1706000033609.

Re: iPhone volume cannot be muted when viewing Nest cam live video

Mlabrador — Mon, 20 Feb 2023 20:25:46 GMT

HI @Greggolas,

Thanks for providing the details. For us to further check into this, could you send us a short video clip on what's happening when you try to turn the volume all the way down on the Google Home app? Just fill out this form and attach the video. Let me know once done.

Best,

Nikki

Re: iPhone volume cannot be muted when viewing Nest cam live video

Juni — Sat, 25 Feb 2023 19:21:55 GMT

Hi there,

We haven’t received your form. Kindly fill it out so we can continue with the next step.

Regards,

Juni

Re: iPhone volume cannot be muted when viewing Nest cam live video

Greggolas — Sat, 25 Feb 2023 17:15:05 GMT

@Mlabrador/ @Juni I submitted the form, but there was nowhere to add an attachment. Instead I provided a link to a video that I made of the bug https://youtu.be/iPjFkTQT81k Please let me know if anything further is needed to investigate. How can I get updates on the status of this bug once it is reviewed?

Re: iPhone volume cannot be muted when viewing Nest cam live video

Juni — Sat, 25 Feb 2023 19:23:16 GMT

Hi Greggolas,

We got your form — thanks for filling it out. Keep your lines open, as our team will reach out to you via email anytime soon.

Thanks,

Juni

Re: iPhone volume cannot be muted when viewing Nest cam live video

Juni — Tue, 28 Feb 2023 22:14:42 GMT

Hi there,

I hope you are doing fine today. Thanks for the video link. We checked with our team, and for us to further isolate the issue, could you try to use another iPhone and let us know the result by updating this thread?

Regards,

Juni

Re: iPhone volume cannot be muted when viewing Nest cam live video

Greggolas — Wed, 01 Mar 2023 00:08:11 GMT

@Juni Hi yes I’ve tested with another iPhone and that reproduced the bug exactly as seen in the video.

I have also done the same test with an android tablet and the device volume behaves as expected (muted when viewing the live feed).

Re: iPhone volume cannot be muted when viewing Nest cam live video

Greggolas — Wed, 01 Mar 2023 23:45:16 GMT

@Mlabrador/ @Juni I got a weird email that seemed to indicate that a case that I opened was closed:

Thanks for reaching out to the Google Nest Customer Care Team.
Please put a feedback using Google Home app so that our Engineer team can see your feedback to work on the fix.
For your reference your case number is 2-3283000034340

Is this due to the form that I filled out? I've submitted feedback about this multiple times previously. Is this advice still relevant?

Re: iPhone volume cannot be muted when viewing Nest cam live video

Princesss — Thu, 02 Mar 2023 02:44:10 GMT

Hi Greggolas,

I've seen that you have been assisted via email. I'll consider this post as complete and will lock the thread in 24 hours.

Best,

Princess

Re: iPhone volume cannot be muted when viewing Nest cam live video

Greggolas — Thu, 02 Mar 2023 02:57:59 GMT

@Princesss that is not accurate. Please reopen the thread.

Re: iPhone volume cannot be muted when viewing Nest cam live video

Greggolas — Thu, 02 Mar 2023 03:03:44 GMT

@Juni @Mlabrador this issue is obviously not resolved. Please undo whatever has been mentioned here and help me understand what next steps will be to resolve the bug.

Re: iPhone volume cannot be muted when viewing Nest cam live video

Juni — Thu, 02 Mar 2023 18:14:27 GMT

Hi Greggolas,

Thanks for trying that step. Sorry that you are still experiencing the issue. Rest assured that this thread is very much open and we will check with the team about it and get back to you as soon as we have news to share.

Best,

Juni

Re: iPhone volume cannot be muted when viewing Nest cam live video

bk30 — Sun, 05 Mar 2023 12:23:24 GMT

I have the same issue.

iphone pro max

iOS 16.3.1

We use our cameras to keep an eye on our dogs when we are not home. We used to be able to watch the streams with no volume by controlling with the iPhone volume button but since we have upgraded some of our cameras and phones the streams no longer can be muted with the volume control. This makes the cameras useless to us when in a public place.

This is an issue for many, yet you seem to be always closing the community discussion threads with no resolution. (Search "mute camera" to see what I mean.)

Re: iPhone volume cannot be muted when viewing Nest cam live video

Juni — Thu, 16 Mar 2023 00:36:57 GMT

Hi folks,

Greggolas and bk30, could you both check if updating to the latest version of Google Home app will make any difference?

Thanks,

Juni

Re: iPhone volume cannot be muted when viewing Nest cam live video

Greggolas — Thu, 16 Mar 2023 01:01:17 GMT

@Juni For me the latest available Home app version is 2.65.105 and it still has the same issue. My iOS version is also the latest 16.3.1

Re: iPhone volume cannot be muted when viewing Nest cam live video

bk30 — Thu, 16 Mar 2023 02:09:50 GMT

Yes, same for me. Latest versions make no difference.

Re: iPhone volume cannot be muted when viewing Nest cam live video

bk30 — Thu, 16 Mar 2023 16:04:59 GMT

I just did another check and here is the problem: The iphone volume up/down does control the volume of the streaming camera video BUT going to the lowest volume point does not mute the volume, as it would for other audio (ie music or audio books) on the phone. So nearby diners can still hear the howls of my dogs.

Re: iPhone volume cannot be muted when viewing Nest cam live video

Juni — Fri, 17 Mar 2023 02:48:24 GMT

Hi folks.

Got it, Are you both enrolled in the preview program? Could you both join and observe if this feature will work? See the steps below on how to join:

In the Google Home app , tap Settings under "General", tap Public Preview.
Tap Request invite.
- If you decide not to join, follow the steps above and tap Revoke invite request.
If you're accepted, the Google Home app shows a notification that says it'll soon update to Public Preview.
- Features available through Public Preview will vary over time. If you're not able to join, it could mean that you don't have a compatible device. Check back and try again later.
When you get the Public Preview update notification, tap Got it.

Check out this article for more information.

Regards,

Juni