topic Re: Home app camera issues on home network in Apps / Account

Home app camera issues on home network

yoshinobu — Fri, 17 Jan 2025 02:10:40 GMT

I’m using a Nest Wifi Pro to stream a Nest Cam (indoor, wired) for monitoring my child on my phone or Nest Hubs. Recently, I’ve encountered an issue where the app fails to refresh, showing “Unable to communicate with your network” or “Router is offline” after a short period. The camera stream also stops, with devices reporting the camera as “unavailable.” I’ve tried standard troubleshooting: power cycling the router, factory resetting the network, clearing the app cache, force-stopping, and reinstalling the app. While these steps temporarily restore the stream for a few minutes, the issue recurs.Interestingly, if I switch to mobile data or use a VPN, the camera becomes available, and history shows that it’s still streaming data during the "offline" moments. This suggests the app falsely indicates a connection issue, but only on my home network. This leads me to conclude that the Nest Hub streams are also failing because they rely on the same home network.

Re: Home app camera issues on home network

sicsacol — Sun, 19 Jan 2025 20:32:41 GMT

Hi @yoshinobu

Thanks for posting in the community forum. I'm sorry to hear you're having connection issues with your Nest Wifi Pro. I understand it can be frustrating because that can affect your Nest devices. Let's work together to figure out the issue you're experiencing. To help me with that, I have a few questions for you:

When did the issue start?
How far is the camera from the router?
Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the camera?
Do other devices experience slow internet speeds?
What troubleshooting steps have you done so far?
Please send us a screenshot of the error you get when you try to access the camera.

In the meantime, you can find some tips in the following article: Fix Nest camera or doorbell Wi-Fi connection issues

Please let me know if you have any questions from here, as I would be happy to take a closer look and assist you further.

Regards,

Jonathan