topic Re: Blackscreen during live feeds on the hub in Cameras and Doorbells

Blackscreen during live feeds on the hub

Morgan41 — Wed, 27 Sep 2023 04:55:57 GMT

I recently saw another post with almost the exact same issue as ours and it wasn't resolved. (I copied some of the language from this post because it was well written and really mirrors our situation)

So, our problem occurs when viewing the Nest camera from ANY of our nest Hubs. Our house as multiple google products, doorbells/nest/etc. The one issue we have is our wired indoor camera that we use as a nursery camera.

Just like the post I saw another person make, we use the live feed throughout the day via different hubs around the house.

We leave our bedroom hub streaming until the morning each night so that we are able to view and hear our baby. We did this for around 7 months with no issues (Jan to July?)! However, over the past few months we have woken with the nest hub screen black and the issue is getting worse (happening more frequently and for longer periods). The camera is working fine, I can pull up the feed on my phone whenever and there is no issue. All products are less than a year old.

The nest hub states that it is currently streaming the camera feed and is "live", but is only showing a black screen with no audio or scratchy audio.

I know the WiFi is not an issue, it works well on everything else. I can use the hubs to do any other task fine. We also have multiple extenders throughout the house and no other device suffers from low signal or slow Internet connection.

When requesting to view said camera, it loads up fine and very quickly. But will change to black screen any number of minutes/hours later on any of our hubs that otherwise work perfectly.

We really need help fixing this issue so we can hear if our son is crying and get a good nights sleep again because it has been going black at night.

Re: Blackscreen during live feeds on the hub

Nimh13 — Thu, 28 Sep 2023 05:15:36 GMT

I'm having this same issue solely with the wired indoor cam and all of our nest hubs. Can bring up the feed just fine on mobile device, but not on the hub.

Re: Blackscreen during live feeds on the hub

Princesss — Tue, 03 Oct 2023 16:11:32 GMT

Hi folks,

Thanks for bringing this up.

We're sorry to hear about this. I also appreciate all the details you've shared. Could someone send a photo of the exact display you're getting so we can investigate on this further? Also, kindly provide the cast firmware version of your Google Nest displays?

To check which firmware version you're on, follow these steps:

Open the Google Home app .
Tap your device's tile.
Tap Settings Device information.
Under "Technical information," check for Cast firmware: "X.XXX.XXXXX." If the device is on Fuchsia, check for System firmware version: "X.XXXXXXXX.X.XXXXXXX"

Check the version on your Nest display

Swipe up from the bottom of the display screen.
Tap Settings About device. You should find your "Cast firmware version."
- For Nest Hub (1st gen) and Nest Hub Max: If “Fuchsia Version” is also listed, this means your device runs Fuchsia.

Looking forward to your responses.

Best,

Princess

Re: Blackscreen during live feeds on the hub

Mistered — Tue, 03 Oct 2023 21:47:21 GMT

Same issue here. Multiple wireless cameras and doorbell, and one wired camera used as a nanny cam 24/7. The live feed from the wired camera just goes black on any of my Nest Hub displays. But streams fine on Home app on my iPad.

Re: Blackscreen during live feeds on the hub

Nimh13 — Tue, 03 Oct 2023 21:50:00 GMT

My current workaround, though not ideal, is to bring up the wired cam feed on the google home app on my phone and then open the feed on the nest hub at the same time. I keep both devices streaming the cam for about 2 minutes, and then turn off the feed from my phone. The nest hub maintains the feed, but goes black for a few seconds every couple minutes. It's like the wired camera isn't getting the wake command from the hub.

Re: Blackscreen during live feeds on the hub

Princesss — Wed, 04 Oct 2023 19:28:40 GMT

Hey folks,

We appreciate all your efforts. We'd be happy to take a look into this for you. Please fill out our Contact Us Form with all the needed information then let me know once done.

Best,

Princess

Re: Blackscreen during live feeds on the hub

Mistered — Wed, 04 Oct 2023 21:39:00 GMT

Hi Princesss, here’s a picture of my hub display when the issue happens.

Re: Blackscreen during live feeds on the hub

Mistered — Wed, 04 Oct 2023 21:59:33 GMT

Thanks Princesss. Not sure about the original poster, but I have submitted that form.

cheers, John.

Re: Blackscreen during live feeds on the hub

Mistered — Wed, 04 Oct 2023 22:03:05 GMT

Technical Information for the Nest Hub:

System firmware version: 12.20230611.1.67 

Cast firmware: 1.70.377722 

Language: en-AU 

MAC address: 1C:53:F9:A5:92:6D 

IP address: 192.168.86.24

Re: Blackscreen during live feeds on the hub

Princesss — Thu, 05 Oct 2023 18:10:01 GMT

Hello Mistered,

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon.

Best,

Princess

Re: Blackscreen during live feeds on the hub

Mistered — Sun, 15 Oct 2023 23:54:40 GMT

For anyone following, Tiesan from the Customer Care team followed up, and escalated to the Product Support team. I supplied some debugging feedback and the issue is now escalated to the Engineering team for investigation.

Re: Blackscreen during live feeds on the hub

Princesss — Tue, 17 Oct 2023 20:10:11 GMT

Hello Mistred,

Thanks for keeping this thread active. We will keep this thread updated on our progress and will contact you as soon as we have a resolution.

Best,

Princess

Re: Blackscreen during live feeds on the hub

JD84 — Mon, 30 Oct 2023 01:31:14 GMT

I have the exact same issue and it is extremely frustrating. What is the status of this?

Re: Blackscreen during live feeds on the hub

tomspinks — Wed, 01 Nov 2023 18:22:47 GMT

Any updates on this please? Having the same issue

Re: Blackscreen during live feeds on the hub

bjthelen — Thu, 02 Nov 2023 13:54:49 GMT

Same issue for me and it is extremely frustrating

Re: Blackscreen during live feeds on the hub

Pads87 — Mon, 06 Nov 2023 21:24:32 GMT

I have the same issue, Assuming no update?

Re: Blackscreen during live feeds on the hub

Mistered — Mon, 06 Nov 2023 22:15:56 GMT

For anyone following - my last contact with customer care team was 16 Oct who said the issue was escalated to the engineering team for investigation. No further contact as of 7 Nov.

Re: Blackscreen during live feeds on the hub

alwawa — Sat, 11 Nov 2023 05:14:13 GMT

I have the same issue. Tried resetting everything, i.e. modem, nest mesh router, nest hub, hard reset the nest cam indoor (wired), but still having the same problem.

the nest cam works normally on google home app, but on nest hub, some times it won't connect, some times it would connect but only show a black screen but telling me that it is showing live video.

Re: Blackscreen during live feeds on the hub

SideSherbert — Sat, 11 Nov 2023 12:32:26 GMT

Same issue. Phone works. Nest hub max and nest hub 2 both have issue

Re: Blackscreen during live feeds on the hub

jcates98 — Tue, 21 Nov 2023 18:00:29 GMT

I am having the same issue, this just started for me a couple months ago, prior to that it was not an issue. Nest Cam wireless (with optional power cable), Cast Firmware 1.70.377722 on my phone, hub max has Fuchsia ver 12.20230611.1.67, same as others if I stream on my phone Google home app first, then it will stream on the Hub Max . I have 3 other cameras with no issue (1 nest wireless with optional power , 1 nest wired , and nest doorbell)