topic Re: No live video from camera in Cameras and Doorbells

No live video from camera

markwilliams82 — Thu, 26 May 2022 20:38:54 GMT

Evening all

I've just bought a Nest Cam and doorbell.

I've set the camera up as per instructions, but during setup I couldn't get a live view. I continued the set up and put in place, still no live view although the camera lights up green as if its connected.

I've tried hard reset on the camera, reset my WiFi etc and still no improvement. I've even moved the camera indoors to set up next to the hub and no live view.

In addition to the green light coming on I do get alerts to say someone was seen.

Everything seems to work except for the live view.

Can anyone help resolve? I'm reluctant to install the doorbell because of these issues and tempted to request a refund

Re: No live video from camera

EmptyNester — Thu, 26 May 2022 22:44:35 GMT

HI Mark, I'm and end user like you. Just a couple things:

Are you on iPhone or Android?

Make sure you are on the most update OS for the phone and also make sure you have the newest version of the Google Home app. You can confirm this by going to the App Store and search for the app. If it says "OPEN" then you have the newest version. If you are not it will say "UPDATE" and you can do the update.

If that fails maybe try it on another family members phone or tablet and see if you get the live image.

Finally, go ahead an open an official support ticket with Google and see if they can get you up and running. It that works the please return here and let everyone know how you fixed it.

Here is the link for tech support

https://support.google.com/googlenest/gethelp

Re: No live video from camera

markwilliams82 — Fri, 27 May 2022 05:22:11 GMT

Thanks for the reply

I'm on android and have the latest version of the home app. My wife has android as well and we get the same on her phone.

Strangely we have a google hub, I asked it to display the camera and it did once, every time after it'll either fail or show a black screen

Re: No live video from camera

EmptyNester — Fri, 27 May 2022 17:20:42 GMT

Thanks for the update. I'm scratching my head on this one but I would say the issue feels like it is at the GOOGLE SERVER end and nothing at your end that is preventing it from working.

I actually just thought of something that I think has worked for other people. Do a full power DOWN of your phone and let it sit for about 60 seconds and power it back up. Sometimes doing this re-initialized the phone on the cellular network and it might just fix the issue.

If that doesn't work then I think your best bet is to open a support ticket at the link above. I would love to hear how this gets resolved. I see other people on this forum having the same issue.

Re: No live video from camera

markwilliams82 — Fri, 27 May 2022 18:03:59 GMT

Anything is worth a try. Gave it a whirl but still no joy

Spoke to Google support this morning. Went through some fault findings and basic attempts to fix with no joy so I've been referred to a senior support. Just waiting on them to make contact

Strange thing is that the Google Hub played the live view one and will show a black screen now whereas the phones show nothing

Re: No live video from camera

EmptyNester — Fri, 27 May 2022 19:09:13 GMT

Thanks for the update. I can tell you I'm using an Eeros Mesh with many NEST products and they all work most of the time. I also have (2) Nest Hubs and they are VERY intermittent when it comes to my Gen 1 security cams. They will show the live image when ever I ask but typically after about 5-30 Minutes the screen either freezes or turn all GREEN. Even a re-boot won't bring back the video. However if I wait 1-3 hours it will all magically start working again. And it doesn't matter which of my cams It is trying to view. Their either all work or none work.

Please keep me posted. I hope Nest Senior Support gets this resolved for you. My gut is telling me the problem is at their end of the technology.

Re: No live video from camera

markwilliams82 — Sat, 28 May 2022 17:31:30 GMT

Whats even stranger is that I bought the Google doorbell at the same time as a security package.

Again, as per the camera, the alerts work and the video will appear on my Google hub when someone is at the door BUT the live view doesnt work on the doorbell either

Re: No live video from camera

EmptyNester — Sun, 29 May 2022 14:26:01 GMT

Wow, this is a strange one. What is the make and model number of your router? It almost sounds like something is being blocked by the router.

Re: No live video from camera

markwilliams82 — Sun, 29 May 2022 15:03:38 GMT

Yeah I did wonder that.

I'm with Vodafone for broadband so have their router but all the cameras are on Google WiFi via their hubs

Re: No live video from camera

PitterB71 — Tue, 07 Jun 2022 17:14:19 GMT

I have exactly the same issue. I installed yesterday my new battery outdoor camera and everything works except live streaming. My internet bandwidth is great, my other Outdoor Nest IQ Cams and Nest Doorbell Cam work great. I've tried everything but no solution so far. Don't know what else to do... I was working with a specialist on chat and the last step he recommended was trying to connect the cam to my phone to see if using the cellular network it would solve the issue as he thought my internet connection was not strong enough. Haven't tried it yet... I found it too cumbersome to start all over the setup process again, disconnecting my wifi, etc. Horrible! I think I'll try that when I find the enough strength to do it. LOL

Re: No live video from camera

Brad — Tue, 07 Jun 2022 21:32:48 GMT

Hi there,

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread. Please let me know if you need further assistance.

Best Regards,

Brad

Thanks for your assistance, @EmptyNester!

Re: No live video from camera

PitterB71 — Tue, 07 Jun 2022 21:57:12 GMT

Worked today for about 3hrs with support and it seems the problem could be related to servers congestions as today the live feed started to work normally without interrumptions. At first the live feed only worked when the cam was powered with the battery but then it also started to stream normally with the power adapter. Tech Support will come back tomorrow with a more clear answer to this.

Re: No live video from camera

aatienza — Tue, 07 Jun 2022 22:44:55 GMT

Hey PitterB71,

That's good to hear! Keep us posted on how it goes.

Thanks,

Archie

Re: No live video from camera

EmptyNester — Wed, 08 Jun 2022 02:32:48 GMT

That is great news that it is working. But I have to ask, how can Google possibly allow "server congestion" when they are one of the largest suppliers of servers in the world. I hope it isn't a sign that they don't care about this product.

Please keep us posted if anything changes or you get more answers.

Re: No live video from camera

PitterB71 — Wed, 08 Jun 2022 02:36:44 GMT

It was just a thought. Let’s wait for the actual right answer, if they can find one.

Re: No live video from camera

markwilliams82 — Wed, 08 Jun 2022 05:40:56 GMT

Still an issue and waiting for senior support to make contact

Re: No live video from camera

aatienza — Fri, 10 Jun 2022 22:39:38 GMT

Hey PitterB71,

How's it going? Still need our help? Feel free to let us know if you do.

Thanks,

Archie

Re: No live video from camera

aatienza — Wed, 15 Jun 2022 06:26:13 GMT

Hey folks,

I wanted to follow up and see if you are still in need of any help? Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,

Archie

Re: No live video from camera

markwilliams82 — Wed, 15 Jun 2022 06:38:11 GMT

Still same issue and no fix from any tech support I've spoken with

Re: No live video from camera

EmptyNester — Wed, 15 Jun 2022 15:33:05 GMT

Hi Mark, They just released an update to the NEST app that might fix this issue. Go into your NEST app at the main level where you see all your devices. Click the GEAR icon in the upper right corner and then ACCOUNT. At the bottom it will show the software version. If it is anything less than 5.68.1 then head over to the app store and download the update.