topic Re: nest cam drops history playback videos in Apps / Account

Nest camera replay crashes google home app

Ameripaint — Tue, 24 Oct 2023 03:04:50 GMT

I am not the first - I see this has been an ongoing problem for years. What good is having a security camera if watching the footage causes the app to crash? Every single time. It worked for a while. “Did you try…?” Yes. Everything is updated, reset, closed and reopened, etc.

Google? Nest? Time to step up!

Google Home App

reneelamay13 — Sun, 08 Oct 2023 02:23:08 GMT

When viewing recorded events in Google Home App on iPhone, the app will only play about 5 seconds then drops out of app. I have had no issues for the past year This just started two days ago. Any suggestions?

Re: Google Home App

MplsCustomer — Sun, 08 Oct 2023 18:31:58 GMT

@reneelamay13

What exactly is happening when you say "the app will only play about 5 seconds then drops out of app"?

Have you tried deleting and reinstalling your Google Home app?

Re: Google Home App

Pooh — Tue, 10 Oct 2023 11:13:17 GMT

I am having the same problem with the app does it for the door cam & the indoor camera. Don’t know how to get any help. I’ve sent in lots of feedback but nothing. I’m paying for the videos yet can’t view them without it throwing me out of the app

Re: Google Home App

Pooh — Tue, 10 Oct 2023 11:14:57 GMT

I have. It’s doing it on all iOS apps we have on 5 devices

nest cam drops history playback videos

straitshooter — Tue, 10 Oct 2023 21:40:10 GMT

So,

2 nest outdoor cameras, 2nd gen's, one is a security cam/flood light and the other is a wired/battery camera. I also have a wired Hello Doorbell camera. All are accessed via Google Home app on iOS and the wifi network is Google Nest + 1 point. The problem is, when viewing history clips, the video playback drops out unexpectedly and the home app shuts down. I can re-load the home app and repeat the process with the same result. I've re-booted everything (WIFI, cameras, modem, iOS, etc) and the problem remains. It doesn't seem to matter what the recording is; people, animals or vehicles. Oddly, the Nest Doorbell camera does not seem to be affected. This problem started about a week ago. Any ideas?

Re: nest cam drops history playback videos

MplsCustomer — Tue, 10 Oct 2023 21:53:10 GMT

@straitshooter

Have you tried deleting and reinstalling your Google Home app?

Re: nest cam drops history playback videos

straitshooter — Tue, 10 Oct 2023 22:02:39 GMT

That's about the only thing I haven't tried. I was/am reluctant to; concerned that I'd need to start everything from scratch. I looked for updates (ith the app store) and didn't find any; assuming I have the latest version. Is it safe to delete the home app and reinstall without losing current configurations?

Thanks for your reply BTW....

Re: nest cam drops history playback videos

MplsCustomer — Tue, 10 Oct 2023 22:05:03 GMT

@straitshooter

You don't have to start anything from scratch. We've done it on our iPhones. You delete the Google Home app, go to the App Store and reinstall it, and then log back on with the same Google Account username and password. You don't lose any of your settings.

Re: nest cam drops history playback videos

straitshooter — Tue, 10 Oct 2023 22:12:57 GMT

Thanks for the insight. I’ll give it a try!

Re: nest cam drops history playback videos

straitshooter — Tue, 10 Oct 2023 22:46:39 GMT

Tried moments ago but unfortunately, did not help.

Re: nest cam drops history playback videos

MplsCustomer — Tue, 10 Oct 2023 23:00:21 GMT

@straitshooter

That's too bad. What's really strange is that your Google Home app just shuts down.

You could try contacting Support, using the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quot-page-to-contact-Support/td-p/455391

Re: Google Home App

reneelamay13 — Wed, 11 Oct 2023 03:34:45 GMT

I am only able to view about 5 seconds of playback on recorded events. The app then stops and when I hit "play" icon, the app kicks me out. This has been happening with all iOS devices.

Re: Google Home App

reneelamay13 — Wed, 11 Oct 2023 03:36:48 GMT

Same with me...all devices which are iOS

Re: Google Home App

Pooh — Wed, 11 Oct 2023 12:14:29 GMT

I found if I download it quick I can watch the videos on my iPad. Proves it’s the app and not the cameras

Re: Google Home App

MplsCustomer — Wed, 11 Oct 2023 12:43:56 GMT

You could try contacting Support, using the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quot-page-to-contact-Support/td-p/455391

Re: Google Home App

Jenelyn_O — Wed, 11 Oct 2023 16:38:54 GMT

Hi everyone,

@reneelamay13 and @Pooh, I'm sorry for the trouble, but thanks for sharing your feedback. No worries, our team is taking note of it. Do you happen to have an Android device to isolate if the issue is happening on Android devices as well?

Also, I want to check if you were able to contact our support. Please feel free to let us know if you still have questions or concerns, as we'll be willing to help.

I appreciate the input, @MplsCustomer.

Best,

Jenelyn

Re: Google Home App

Pooh — Wed, 11 Oct 2023 18:11:47 GMT

Don’t have an android device to try. It’s not the cameras as if I’m quick I can download the video before it crashes. Not been able to contact support. Having to jump through hoops & end up in the wrong place. I have sent numerous feedback from the app which has the crash reports on it and left my email address Don’t know where else to go with it. Just paid my yearly subscription to & not been able to use it.
uninstalled the app made no difference

Re: Google Home App

reneelamay13 — Wed, 11 Oct 2023 21:19:46 GMT

I have an Apple XR. I have not contacted support yet, I was hoping to find something here, but of this continues, I will reach out. So far this has been 5 days of this issue. I have removed app, reinstalled, and all other possible solutions but no luck as of yet.

Re: Google Home App

reneelamay13 — Wed, 11 Oct 2023 21:22:13 GMT

Yup....the app is definitely what it is. All of my devices are iOS and all have had the same issue with the app.