topic Re: Video playback not working on pixel device in Cameras and Doorbells

Video playback not working on pixel device

Eamonn1 — Fri, 17 Jun 2022 19:03:35 GMT

Hi, any video playback from my doorbell is not working on my pixel 6 Pro for the past month or so. It is working on another android phone in the house, so there is no issue with the doorbell itself. I have restarted, removed and reinstalled the doorbell. I have uninstalled and reinstalled the nest app on my phone, as well as restarting phone and WiFi several times.

The thumbnails appear in the app but I am met with a spinning circle and just the first frame of the video when I try to view any. Live view works fine. I also have a valid nest subscription.

Any suggestions?

Thanks

Re: Video playback not working on pixel device

twittel — Tue, 13 Sep 2022 23:50:03 GMT

Mine doesn't work either. I have pixel 6 Android 13 and a 1st gen wired doorbell. I'm sure we'll continue to get the cold shoulder from Google

Re: Video playback not working on pixel device

janthadeus — Wed, 14 Sep 2022 06:07:30 GMT

Hi folks,

Thanks for visiting the Community. I’m sorry to hear that and for the delayed response. It looks like the issue is only present in your Pixel phone. Let’s sort this out — a few questions: is your phone software up to date? Is your Nest app up to date? Is your phone’s cellular data on while you’re accessing your video recording? Also, how much storage is left in your phone memory?

Going over the steps here might help:

Uninstall and reinstall your Nest app.

Clear cache and storage:

Go to the device's Settings > Apps > Nest or Home > Storage & cache.
Tap Clear cache and Clear storage.

Restart your phone.

Reset your app preferences:

Go to your device's Settings > Apps > See all apps > 3 dot menu > Reset app preferences.
Review the popup and tap Reset apps.

Let me know how it goes.

Thank,
JT

Re: Video playback not working on pixel device

Eamonn1 — Wed, 14 Sep 2022 10:01:25 GMT

Hi JT,

The issue is still ongoing, thanks for getting back to me.

is your phone software up to date? Yes - Android 13 installed with September update.

Is your Nest app up to date?- Am using the Home app to access battery doorbell, last updated on September 9th.

Is your phone’s cellular data on while you’re accessing your video recording? - Tried using WiFi and cellular only, issue persists on both

Also, how much storage is left in your phone memory? Over 30GB

I tried the additional steps you mentioned, they did not make any difference.

The other phone in the house was changed (from Xiaomi to pixel 6) and it still works fine, on cellular and WiFi. Issue is only on my pixel 6 pro.

Thanks

Re: Video playback not working on pixel device

janthadeus — Thu, 15 Sep 2022 02:42:29 GMT

Hi there,

Thanks for following up and we appreciate your efforts here. Let’s further check this.

Give these steps a try:

Go to your phone’s system Settings > Apps and notifications > See all apps > Nest > Advanced > Open by default.
Verify that the Nest app has permission to Open supported links.
Confirm that you have a browser installed, and it's allowed to open links.
Confirm that you have a default browser set.

Keep us posted.

Regards,

Re: Video playback not working on pixel device

Eamonn1 — Thu, 15 Sep 2022 09:06:58 GMT

Hi JT,

Verify that the Nest app has permission to Open supported links. - confirmed, both Nest and Home have permission.

Confirm that you have a browser installed, and it's allowed to open links. - Confirmed

Confirm that you have a default browser set. - confirmed. I had an additional browser installed, I uninstalled that to try , but made no difference. I just have Chrome on my device now

Thanks

Re: Video playback not working on pixel device

janthadeus — Wed, 21 Sep 2022 05:31:01 GMT

Hi there,

Got it, thanks for checking those. Let’s dig deeper into this.

Here are some troubleshooting you can try:

Verify that the time on your device is correct and reflects your current time zone.

Settings > General > Date and time.
Toggle off and on Automatic date and time.
Check the box for the Automatic time zone.

Confirm that the Nest or Google Home app has permissions to use your phone's location.

Settings > Apps > Nest > Permissions.
Set Location to Allow all the time.

Force quit the Nest app.

Open the device's Settings .
Tap Apps.
Find Nest or Home.
Tap Force stop.

Restart your Nest camera, unplug it from the power outlet, wait for 60 seconds then plug it back in.

Keep me posted.

Best,

Re: Video playback not working on pixel device

Eamonn1 — Wed, 21 Sep 2022 19:48:54 GMT

Hi JT,

All steps above completed (as it is a wireless doorbell I just restarted by the reset button on the back).

It didn't make any difference, still not working.

Thanks

Re: Video playback not working on pixel device

Klein5609 — Sun, 02 Oct 2022 22:35:33 GMT

I've been having the same issue with mine and no luck at all!

Re: Video playback not working on pixel device

Brad — Tue, 04 Oct 2022 16:45:21 GMT

Hi there,

Just checking in to see how the conversation is going. Thank you for going through those previous troubleshooting steps. Just looking to know if some of you are still experiencing this? Please let us know.

Best regards,
Brad

Re: Video playback not working on pixel device

Eamonn1 — Tue, 04 Oct 2022 16:50:08 GMT

Hi Brad, yes the issue is still ongoing, and has been for several months now. I have gone through all the troubleshooting steps as advised but nothing has worked yet. I installed the October security update today so I am fully up to date with all software.

Do you have any further ideas? It appears there are several people experiencing this issue.

Thanks,

Eamonn

Re: Video playback not working on pixel device

Brad — Tue, 04 Oct 2022 16:59:33 GMT

@Eamonn1

Have you contacted support at all about what you're experiencing? I would suggest contacting in so a higher tier of support could look into this for you. It sounds like you have done a lot of troubleshooting on your end, so it may be good to contact them to see what else they can offer.

Best regards,

Brad

Re: Video playback not working on pixel device

Eamonn1 — Wed, 05 Oct 2022 18:22:35 GMT

Hi Brad,

I've just spent a fun afternoon (over 3 hours) with support trying to get an answer about this.

It went as follows:

1. Started with Doorbell support

2. Transferred to Pixel support

3. Transferred to Nest support

4. Transferred to Pixel support

5. Transferred to Nest support

6. Transferred to Pixel support

7. Transferred to Nest support

8. Transferred to Senior Nest support (US so had no access to my UK account)

9. Transferred to Nest support

10. Email sent to Pixel team with an instruction to check my email 'from time to time'

No so successful, and I am tired of explaining the issue. I guess what will happen is that I will get an 'unable to recreate your issue' email from the pixel team once the ticket is going over their SLA.

Ah well! Thanks for your help anyway.

Re: Video playback not working on pixel device

Brad — Wed, 05 Oct 2022 18:30:35 GMT

@Eamonn1

I know that technical troubleshooting can take time, so thank you for your patience while working with support. I hope they are able to get back with you soon regarding your inquiry.

Best regards,

Brad

Re: Video playback not working on pixel device

janthadeus — Tue, 11 Oct 2022 05:47:53 GMT

Hey folks,

Checking back in should you still have further questions here. Let us know by replying to this thread.

Thanks for your help here, Brad.

Regards,

Re: Video playback not working on pixel device

janthadeus — Wed, 12 Oct 2022 05:57:49 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,

Re: Video playback not working on pixel device

Eamonn1 — Wed, 12 Oct 2022 07:22:38 GMT

Hi JT. The issue is still ongoing. I got a response from pixel support and I have to send my device in for repair. I don't have a backup device at the minute so I haven't sent it in yet.

Thanks

Re: Video playback not working on pixel device

Brad — Wed, 12 Oct 2022 16:44:26 GMT

@Eamonn1

Sorry to hear you're still experiencing this, but I am glad to hear that a replacement is coming for you. I hope that this is fixed for you on your new device! Please let us know if you need further assistance.

Best regards,

Brad

Re: Video playback not working on pixel device

janthadeus — Sun, 16 Oct 2022 00:21:22 GMT

Hey there,

Checking in to see if you still need help with this. In case there are any follow-up questions or comments, feel free to update this thread and we're happy to assist you further.

Thanks,

Re: Video playback not working on pixel device

Eamonn1 — Sun, 16 Oct 2022 09:25:40 GMT

Hi JT. No real update, I've had to source another device so that I can send mine away for repair. Just got that and set up, and the history is working on it.

So will now send my pixel away and await a response.

Thanks