topic Re: Camera Feed is Not Available in Speakers and Displays

Camera Feed is Not Available

RRIDDELL — Mon, 19 Sep 2022 07:41:51 GMT

I recently bought a Google Home Max to go with our other recent purchase of a Nest Hub, to act as 2 viewing screen devices for our Kogan Smarter Home Mini 5S camera (which we use as a baby cam). These were working fine until the other night when both screens stopped working at the same time, saying 'Camera feed is not available'. As these were both working fine and then both cut out in the same evening, I can only assume that Google ran a firmware update?

So far I have factory reset the devices, restarted the Google Nest modem and also factory reset the cam & so far this has not made any difference.

I'd really like this sorted out asap as we only got these products in order to monitor our 6 month old.

Kind regards,

Robin

Re: Camera Feed is Not Available

S4mmy_b — Mon, 19 Sep 2022 11:28:55 GMT

Having the same issue with the same devices.

Factory reset everything, same result.

Re: Camera Feed is Not Available

RRIDDELL — Tue, 20 Sep 2022 07:06:43 GMT

Does anyone from Google actually read these posts? It seems impossible to get customer care after you buy a Google product. Shocking at how such a huge organisation is too important to deal with lowly customers... you know, the very same people who keep you all in jobs. I couldn't be more frustrated at the moment and everything I read online seems to be the same unanswered questions and frustration.

Re: Camera Feed is Not Available

S4mmy_b — Tue, 20 Sep 2022 09:47:47 GMT

The first and last message we will get from them will be. “We’re closing this post now. If you’re still having issues please contact us via blah blah blah”.

Re: Camera Feed is Not Available

RRIDDELL — Tue, 20 Sep 2022 14:06:00 GMT

That is exactly what I'm expecting, sadly. Absolutely atrocious customer service, It'll be their downfall, when a worthy competitor comes along that actually cares. The complacency is mind blowing.

Re: Camera Feed is Not Available

Muddi — Wed, 21 Sep 2022 08:59:48 GMT

Hey everyone,

Sorry to hear about your experience when streaming the camera on your Google Nest Hub. We'd love to help!

A few questions:

Are you able to stream the camera on the native and Google Home app?
Does the same issue happen when you use the Google Assistant app on your phone?
What is the current firmware version of your Nest Hub?
What is the make and model of your smart camera (This is for users who haven't provided the information yet)?

Looking forward to your response.

Cheers,

Muddi

Re: Camera Feed is Not Available

RRIDDELL — Wed, 21 Sep 2022 21:44:11 GMT

Hi Muddi

Thanks for getting back to me. Hopefully the response to this doesn't take a further 4 days:

Native Smarter Home app - zero problems ever. Google Home app is not designed for streaming 3rd party cams is it? On our phones we have to use the Smarter Home app and on the Nest Hub and Nest Max (which are linked to Google Home) we stream on command from Goggle Assistant or selecting cam via touch. Both previously worked, but both stopped working on same day.
We don't use Google assistant on our phones, but having tried it does not open the Kogan Smarter Home app (to answer your question).
Nest Max cast firmware = 1.60.311339. Nest Hub = 1.56.309385
Cam used: Kogan-Mini 5S (Mstar333-16M)

Kind regards,

Robin

Re: Camera Feed is Not Available

Princesss — Thu, 22 Sep 2022 01:16:12 GMT

Hi Robin,

Thanks for the details you've shared. Let's make sure that the lights conneted are set up in the same Home structure with your Google Nest displays, and should be updated on its latest firmware.

Since you've done some steps, please fill out this form with all the needed information then let me know once done.

Best,

Princess

Re: Camera Feed is Not Available

S4mmy_b — Thu, 22 Sep 2022 02:05:41 GMT

For both of us, same setup, it was working perfectly the. Suddenly stopped. Was there a recent firmware upgrade or something for the nest hub?

Re: Camera Feed is Not Available

Princesss — Thu, 22 Sep 2022 04:42:22 GMT

Hi S4mmy_b,

Thanks for updating us. Right now, there are no firmware update yet, however you can check if your devices are on its latest firmware.

Here's the link to where you can find the latest firmware versions: https://goo.gle/3LADFFD

Best,

Princess

Re: Camera Feed is Not Available

S4mmy_b — Thu, 22 Sep 2022 06:21:09 GMT

Was there a recent firmware update that may have broken this?

Re: Camera Feed is Not Available

S4mmy_b — Thu, 22 Sep 2022 08:27:07 GMT

Hey Mate, mines now working fine. I didn’t do anything. So no idea what’s up.

Re: Camera Feed is Not Available

S4mmy_b — Thu, 22 Sep 2022 08:47:12 GMT

…and it’s gone. Same thing again.

Re: Camera Feed is Not Available

Princesss — Fri, 23 Sep 2022 05:52:42 GMT

Hi S4mmy_b,

Thanks for updating us. Kindly fill out the form and let us know once you're done.

Best,

Princess

Re: Camera Feed is Not Available

RRIDDELL — Fri, 23 Sep 2022 11:16:36 GMT

We had EXACTLY the same thing! Started working and then stopped again. Are Google messing with us?!?

Re: Camera Feed is Not Available

Princesss — Mon, 26 Sep 2022 19:33:13 GMT

Hi RRIDDELL,

We apologize for the inconvenience that this has caused you. 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: Camera Feed is Not Available

RRIDDELL — Mon, 26 Sep 2022 22:31:26 GMT

I’m not sure ‘escalated’ is the right word here. I’d be pleasantly surprised if anything from here-on-in happens with any urgency. It’s been a week since I reported the issue! — How to make a customer feel like they are bottom of your priority list.

Re: Camera Feed is Not Available

RRIDDELL — Mon, 26 Sep 2022 22:36:01 GMT

And this sending of emails awarding ‘new badge’ awards everytime I reply, post or give Kudos is beyond annoying. It means nothing if you don’t act on it or show any progress. I honestly have no idea why you do it. It’s not even explained. It simply means already frustrated customers are just getting spammed more each time they ask for help. That’s some feedback for your marketing team, Google.

Re: Camera Feed is Not Available

Princesss — Wed, 28 Sep 2022 23:06:16 GMT

Hi Robin,

Apologies for the delay. I already notified one of our higher tier of support regarding this.

We'll go ahead and close this thread so we can continue our conversation via that channel.

Best,

Princess