topic No nest thumbnail in Cameras and Doorbells

No nest thumbnail

Westentertainer — Mon, 11 Jul 2022 15:13:31 GMT

Why is it I can't get thumbnail on notification on my battery doorbell or outside camera on a PIXEL 6 pro (same family). But my wife can get it on an iPhone !!?

Re: No nest thumbnail

Brad — Fri, 15 Jul 2022 16:02:52 GMT

Hi there,

I apologize for my late response and thank you for all of your patience while waiting for a reply. I understand how frustrating your situation must be, and I would love to help however I can. I wasn't sure if you found an answer or not, do you still need assistance?

Best Regards,
Brad

Re: No nest thumbnail

Brad — Mon, 18 Jul 2022 16:25:42 GMT

Hi there,

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread.

Best regard,
Brad

Re: No nest thumbnail

aatienza — Thu, 21 Jul 2022 23:53:30 GMT

Hey Westentertainer,

I appreciate the help, Brad. Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Thanks,

Archie

Re: No nest thumbnail

Westentertainer — Fri, 22 Jul 2022 08:33:34 GMT

Yes still having the same problems

Re: No nest thumbnail

Brad — Wed, 27 Jul 2022 15:42:05 GMT

@Westentertainer

Have you updated your app on your phone? It is possible that the thumbnail just isn't available for your device. This happens for some people

Best regards,

Brad

Re: No nest thumbnail

aatienza — Wed, 03 Aug 2022 00:09:43 GMT

Hey Westentertainer,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

Thanks,

Archie

Re: No nest thumbnail

aatienza — Fri, 05 Aug 2022 02:23:00 GMT

Hey Westentertainer,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Thanks,

Archie

Re: No nest thumbnail

Westentertainer — Fri, 05 Aug 2022 07:25:39 GMT

Still no fix for this. Shame because my phone and cameras are the same family (Google).

Re: No nest thumbnail

Brad — Fri, 05 Aug 2022 15:34:58 GMT

@Westentertainer

I am afraid that is the case still. Continue your own troubleshooting during this time, but until we have an update try restarting and making sure that your apps are up to date.

Best regards,

Brad

Re: No nest thumbnail

janthadeus — Sun, 07 Aug 2022 06:21:33 GMT

Hey folks,

Thanks for your help Archie and Brad.

Just checking in to see if the steps shared helped. If you have other questions and concerns, feel free to let me know.

Regards,
JT

Re: No nest thumbnail

janthadeus — Wed, 10 Aug 2022 06:29:07 GMT

Hi folks,

It's me again, just checking in to see if you still need help with this. We'll leave this topic open for another 24 hrs in case there are any follow up questions or comments. Please let me know if you need further assistance.

Best,

Re: No nest thumbnail

Westentertainer — Wed, 10 Aug 2022 06:57:22 GMT

No it's still not giving a thumbnail. It seems IOS wins here

Re: No nest thumbnail

janthadeus — Thu, 11 Aug 2022 02:10:27 GMT

Hi folks!

Thanks for following up. I can understand where you're coming. Let's get this sorted — a few questions:

When did the issue start?
Have you tried to uninstall and reinstall your Google Home app?
Is there a pending software update for your pixel phone?

Give these steps a try:

Turn off all notification settings in the Home app.
Sign out of the Nest account on all devices it's signed into

Clear the app's cache.
Restart the phone.
Reinstall app.

Make sure to check these settings after the customer re-installs the app.

Background app refresh is on.
Do Not Disturb is off.
The app and phone OS are up-to-date.

3. Sign in and turn all notification settings back on.

Let me know how it works.

Regards,

Re: No nest thumbnail

janthadeus — Sun, 14 Aug 2022 03:01:31 GMT

Hi Westentertainer,

It's me again. I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

Best,

Re: No nest thumbnail

janthadeus — Mon, 15 Aug 2022 03:11:57 GMT

Hi there,

We haven't heard any updates from you. I'll go ahead and lock this thread in 24 hours. If you happen to have the same concern feel free to reach us out here or start a new thread.

Best,