topic Re: Nest Hub Max camera won’t work in Speakers and Displays

Nest Hub Max camera won’t work

Shon — Mon, 22 Nov 2021 18:17:25 GMT

My Nest Hub Max camera won’t work. It was working fine until about 2 and 1/2 weeks ago. I was using it for Google Duo, and also for nest camera home monitoring. Now it does not show up on my Google home or on my Google nest app. I tried resetting the router, resetting the hub max, going through all the settings, and still the camera does not work. I went through the threads listed here and it appears that many other people have had this same problem, but an earlier thread addressing the issue was closed. I could not reply to that thread and so I'm starting a new thread at this time. The problem is, I received this as a Christmas present less than 1 year ago. I do not have the receipt or proof of purchase, therefore I cannot go through the normal warranty or claim steps.

Edit: Here is the solution. Follow these steps carefully:

1. Completely remove the nest hub Max from the Google home account

2. Reset the hub Max. You could also restart your phone for good measure.

3. Open the Google Home app. DO NOT SELECT "SET UP GOOGLE MAX" ON THE HOME PAGE. Instead, use the "+" symbol in the top corner and then select "set up device". Follow the instructions and add the Google max to your account again.

4. After the Google max is successfully added to your account, you will need to set up there camera again. Go back to the Google Home app homepage and in the middle of the page you will see the option to "setup hub Max camera" (or something similar). Follow those instructions and your camera should be working again.

If this method doesn't work, another method that somebody reported trying was to uninstall all of the Google Home devices, including door locks, cameras, security, etc.

Max Hub camera offline

bkhyde — Mon, 27 Sep 2021 18:48:23 GMT

My Max Hub camera is offline and will not turn on.
I have removed the device from my Google Home app, I have done a factory reset, I have checked the switch on the back of the device, as well as the camera icon on the bottom swipe-up screen... Camera will not turn on.

Re: Max Hub camera offline

Brad — Fri, 01 Oct 2021 19:19:26 GMT

Hi there,

Sorry for my late response. Thank you for all of your patience while waiting for a reply. I just wanted to make sure that your issue is addressed. I am terribly sorry to hear that you have had such a hard time with this! I would love to look into this issue further and help find a solution for you. First off, I have some questions I’d like to ask you.

Do you still need help with this issue?
What troubleshooting steps have you done thus far?
Have you tried to restart your device if you haven’t already?
If the restart didn’t work, have you tried to do a Factory Reset? This would be a last resort option, but would clear out issues and the device would essentially be ‘brand new’

Please let me know if you need further assistance.

Best Regards,

Brad

Re: Max Hub camera offline

TonyCook — Sun, 03 Oct 2021 11:43:32 GMT

I have the sane problem, I instalked a new best doorbell and since then the camera on my nest hub max will not turn on

i have dine a factory reset, rebooted several tines, removed it from the app and reinstslked, still the caners dies not turn on

it gets stuck on “connecting” in the app snd does not turn, it was working fine until I installed the doorbell

Re: Nest Hub Max camera won’t work

frances — Wed, 13 Oct 2021 17:32:57 GMT

Hi Shon,

Thanks for reaching out. First, I appreciate you taking the time to try a variety of troubleshooting steps. I understand your concern with your Google Nest Hub Max camera not working.

I have made a case for you so that you can receive more help from the support team. This will be sent to the email address associated with your community profile. Your Case ID is: 8-3687000031822.

Re: Nest Hub Max camera won’t work

Gavinlr3 — Sun, 17 Oct 2021 02:35:14 GMT

I have the same issue. The hub has been off for 2 or 3 weeks due to reno’s, and now trying to get the nest cam working again. Have done all the trouble shooting - reset, mute buttons, wifi reset, home it just won’t connect. When I try from the home app on my iPhone it won’t turn on. If i try turing on the “home monitoring features”, it goes on for a second then automatically toggles off again. If I try turn it on from the hub I just get the “sorry, it looks like the xxxx display isn’t available right now”.

Can someone help with this? Have only owned it for about 6 weeks.
Gavin

Re: Nest Hub Max camera won’t work

frances — Tue, 19 Oct 2021 15:53:31 GMT

Hello @Gavinlr3

Thank you for your detailed post, I appreciate it!

I have made a case for you so that you can receive more help from the support team. This will be sent to the email address associated with your community profile. Your Case ID is: 1-3431000031874.

Re: Nest Hub Max camera won’t work

Kris — Wed, 20 Oct 2021 01:06:28 GMT

I've been struggling with the same thing for months. I actually purchased my home hub max a couple years ago and it worked great until earlier this year, and no matter what I do, it does not recognize it use the camera. It must be a software issue, because it worked, now it doesn't. Duo was one if it's most important functions is our household, we even used it for piano lessons.

Re: Nest Hub Max camera won’t work

Jezsmith720 — Sat, 23 Oct 2021 16:14:29 GMT

Same problem, bought like 1 week ago and has never worked. Software issue as the camera works on Duo. But fails to recognise or “turn on” from the google home app nor the hub max itself for live viewing.
Sending mine back and buying a competitor.

Re: Nest Hub Max camera won’t work

ClassicGirl79 — Sun, 24 Oct 2021 00:18:28 GMT

Adding to the chorus. My Hub's camera also stopped working - I had no idea until we tried to Duo the grandparents and it just refused to work. We've reset both router and unit to no avail. In the Home app we get the message "the camera has been switched off on this display." The Nest app says the camera is offline. The hard switch on the back of the unit is on; there's no reason I can find that it should be off. Any help appreciated.

Re: Nest Hub Max camera won’t work

phoopsta — Thu, 28 Oct 2021 17:29:40 GMT

Have 100 % of the same issue. Camera will not connect and the home monitoring features selection will not select.

Following this thread if you guys find solutions.

Re: Nest Hub Max camera won’t work

phoopsta — Thu, 28 Oct 2021 21:10:25 GMT

I found the only solution to this problem. This was to remove all of my devices and then add the Max.

What a pain and a waste of time.

Edit: Yup, I tried it again (for science!). If I add a device BEFORE adding the Max, it breaks the camera functionality. When I add the Max BEFORE adding other devices, the camera functions fine.

Sounds like there needs to be a software update to address this.

I miss Nest 😞

Re: Nest Hub Max camera won’t work

Gavinlr3 — Fri, 29 Oct 2021 05:55:22 GMT

Thanks phoopsta! Life saver. Agree very annoying that Google don’t fix, or at least know their products well enough to tell you.

Re: Nest Hub Max camera won’t work

Yo — Sat, 30 Oct 2021 22:43:12 GMT

I am in the same boat. It was working then I changed my main router and the camera is always offline. The physical camera must be working as the face detect works when i walk into the room.

Re: Nest Hub Max camera won’t work

Nick1021 — Tue, 02 Nov 2021 08:45:15 GMT

Same thing here. I am 100% not removing all of my devices then doing it over again. I have about 50-60 devices, switches, etc. no way

google fix this!

i miss nest so much!!!

Re: Nest Hub Max camera won’t work

tacogy3 — Tue, 02 Nov 2021 20:09:54 GMT

I just bought a Nest Hub Max and I am having the same issue. No matter what I do, I am unable to get the camera to work in the apps. Just keeps telling me its offline. I have even tried a factory reset which didnt help. The Home Monitoring features selection in the Google Home app wont let me switch it to on.

How is there not a solution for this yet?

Re: Nest Hub Max camera won’t work

TLunn — Tue, 02 Nov 2021 22:18:53 GMT

Found this solution on Reddit:

This happened to me and I realized the camera was turned off somehow. If you swipe up from the bottom on the device, there’s a camera button that will turn off the camera but still allow you to use the voice commands.

Re: Nest Hub Max camera won’t work

Aramis — Wed, 03 Nov 2021 11:56:22 GMT

Am wondering if this will work for me, and whether your situation is similar.

I purchased the nest hub max. Camera worked fine at first. I then purchased 3 mini speakers, a max speaker, and a doorbell. I installed them all. But likely played around with the max hub at some point. Now the camera is not working on the max hub, but everything else about it seems fine.

Do you suggest that i uninstall all devices, then re-install the hub first, followed by the other devices?

Re: Nest Hub Max camera won’t work

EazyE — Wed, 03 Nov 2021 13:47:34 GMT

I'm having the same problem. Mine is brand new out of box. Camera won't turn on. I've restarted the router and the hub max. I've removed the device from home, factory reset the device and started over. Google assistant is completely set up. Camera/mic switch set to on. Camera button on the display is set to on. No avail. Will try Phoopsta's suggestion and remove my nest doorbell first. What a hassle.

Re: Nest Hub Max camera won’t work

frances — Wed, 03 Nov 2021 16:57:21 GMT

Hi All,

Thank you for sharing your feedback and solutions.

Could you also try these troubleshooting steps in this order?

Open the Google Home app.
Tap on Google Nest Hub Max, then Settings.
Remove device.
Factory reset Google Nest Hub Max.
Set up device and camera.
Open the Nest app (switch to correct home/structure).
Tap on Nest Hub Max camera and agree to terms (if prompted).
Confirm if able to view live stream from Nest app.
If so, check the stream on Google Home app, and by navigating the display.

If the issue is not resolved, please send in feedback using the keywords, "Nest Hub Max camera offline" from either your device or the Home app. You can check out this article for more information on how to do so.

Also, please keep me updated, I look forward to your response. Let's get this issue resolved!