topic Re: Nest Hub times out when streaming Nest Cam in Speakers and Displays

Nest Hub times out when streaming Nest Cam

Ted — Fri, 16 Sep 2022 18:02:05 GMT

I use my Nest Cam (1st gen) and Nest Hubs (1st gen) as a baby monitor system. The Nest Cam is in my child's room and there are four Nest Hubs (1st gen) and one Lenovo Smart Display 10 in my house.

When I'm putting the baby to sleep, I have a Google Assistant Routine created to start playing white noise on the Nest Mini speaker in the baby's room, and set that speaker to Do Not Disturb. The routine then begins streaming the Nest Cam footage on all 5 smart displays in the house.

After an inconsistent period of a few minutes to a few hours, the video stream on all of those displays inevitably times out and returns to the Photo Frame screen. I will then individually tell each screen "OK Google, stream the Kids Room Camera." Again, the video will stream for a few minutes to a few hours, but then inevitably times out again, and displays the attached error message.

On a side note, this error screen was freshly redesigned as of this week. It used to be a gray screen with a white camera icon. So Google is obviously aware that this issue happens, they are just neglecting to fix it.

Anyway, just for some background, Google smart displays can stream Nest Cam footage using two methods:

1. Casting
If you tell your phone or smart speaker "OK Google, stream the Kids Room Camera on Living Room Display," the video stream from that camera will be cast on to that display. If you look at the notification area of your Android phone, you will see that media from "Nest" is playing on that device, and you can control the playback from your phone. This playback times out after an inconsistent length of time. Sometimes it will time out a few minutes after it starts, and sometimes it will last for hours. It is completely arbitrary.

2. Using the smart display's interface
If you speak to your display and say "OK Google, stream the Kids Room Camera" or tap on the display's interface to select the desired camera you want to see, then you will also see the video stream, but it will not be a cast as in the previous method. This stream is playing on the display's operating system. This playback is not a cast, and so it cannot be controlled by your phone. On Nest Hubs, the playback also times out after inconsistent lengths of time, sometimes a few minutes, sometimes a few hours. The Nest Hub operating system was changed to Fuchsia OS about 16 months ago. This timeout issue does NOT happen on my Lenovo screen. The Lenovo screen was NOT updated to the Fuchsia OS. The Fuchsia OS is the problem here!

This has been an issue for nearly a year and a half, ever since the Fuchsia OS began rolling out to 1st gen Nest Hubs. Furthermore, this issue was pointed out by members of the Preview Program on the same day Fuchsia first rolled out to my devices. Unfortunately, Google does not address any of the feedback submitted by users, and "community specialists" such as @Brad lock threads and mark them solved on this forum when the issue has NOT been resolved.

This issue is ongoing and is NOT solved. Please do not mark this thread as solved and do not lock this thread until it is. I'm speaking directly to you, @Brad.

Nest Hub (1st gen)
System firmware: 6.20211109.1.3166240
Cast firmware: 1.60.305621

Lenovo Smart Display 10
System firmware: OIMK.211005.001
Cast firmware: 1.56.285116

Re: Nest Hub times out when streaming Nest Cam

jbuzbee — Fri, 16 Sep 2022 21:39:59 GMT

Same annoying issue here. I'm watching the camera, it fails, I immediately restart it and it shows for some indeterminate amount of time.

Re: Nest Hub times out when streaming Nest Cam

Azarco — Tue, 20 Sep 2022 22:35:05 GMT

Hey folks,

This is not the experience we want you to have. To make sure, have you tried resetting your device? If so, could you fill out this form so that our team can dig deeper on what's happening with your Google Nest Hub? Let us know once you're done.

Best,

Alex

Re: Nest Hub times out when streaming Nest Cam

jbuzbee — Tue, 20 Sep 2022 23:10:59 GMT

Form filled out. Here's what I entered

Failing to reliably show Nest Cam Outdoor on Google Home Hub. Typically cannot rely on the video for more than a few minutes - "Camera feed is not available" message is displayed. Before Fuschia, update, message was a bit different. Been going on for years, on both of my Home Hubs. Oftentimes (but not always) can immediately restart stream and video will show again for an indeterminate amount of time - seconds to minutes to hours. Sometimes have to reboot Home Hub to get it to display. Have done factory reset without change. On same wifi network. Do not have an issue displaying camera via native Nest app or via web browser on network. Camera is within a few feet of Google mesh puck (other side of wall). Home Hubs are also within few feet of mesh pucks. Nest Camera Outdoor : 223-610050. Home Hub: 6.20211109.1.3166240

Re: Nest Hub times out when streaming Nest Cam

Azarco — Wed, 21 Sep 2022 01:18:34 GMT

Hey jbuzbee,

Thanks for the update. We received your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Regards,

Alex

Re: Nest Hub times out when streaming Nest Cam

laurastreetradi — Wed, 21 Sep 2022 12:14:44 GMT

I am in the same exact position as you, baby and all. Camera times out. I noticed this happening on my Pixel C as well, and i feel like WiFi is possibly the culprit there.

Re: Nest Hub times out when streaming Nest Cam

Ted — Wed, 21 Sep 2022 14:00:14 GMT

@Azarco I submitted a form as well. PLEASE do not lock this thread! Many other people are experiencing this issue, and there are lots of other threads regarding this bug over the past year and a half. But the threads keep getting locked, so people are unable to continue discussing the issue, and so it never gets resolved.

I have another child due in January. If this issue isn't fixed by then, I'm going to need to completely abandon the Google/Nest ecosystem and get something that actually works. I have spent thousands of dollars on this hardware, but I refuse to continue dealing with products that don't work and have zero support from the company that created them.

Re: Nest Hub times out when streaming Nest Cam

Princesss — Thu, 22 Sep 2022 01:54:54 GMT

Hi everyone,

Thanks for responding.

@laurastreetradi, we're sorry about this. If you are done resetting the device, you can fill out this form and let us know once you're done.

@Ted, 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.

We'll make sure to keep this thread open as long as there's an activity and others are still posting.

Best,

Princess

Re: Nest Hub times out when streaming Nest Cam

Ted — Thu, 22 Sep 2022 13:29:33 GMT

@Princesss @Azarco Thank you for escalating the issue. I need to make 100% sure the support/development team knows that this is not a user issue. All troubleshooting steps have been attempted on my side. Rebooting all devices, factory resetting all devices, using a different wifi connection, creating a new Google Home, using different Google accounts, etc.

This issue is specifically with the Fuchsia OS. Timeouts on the Nest Hubs still happened prior to the Fuchsia OS rollout, but they were few and far between. On the day Fuchsia rolled out to my Nest Hubs, the issue has been constant. The Nest Hubs are unusable for streaming Nest Cams ever since Fuchsia rolled out.

Please fix this.

Re: Nest Hub times out when streaming Nest Cam

BriMaeWong — Thu, 22 Sep 2022 22:46:11 GMT

I am still have the same issue. I've reset and restarted the device. I've filled out the form from another thread. Camera feed still dropping. This has been happening for about 6 months. It worked 4 years prior. This is a software issue and has nothing to do with wifi, resetting or restarting the device.

Nest hub (1st gen)

DEVICE NAME

Master Bedroom Display

FUCHSIA VERSION

6.20211109.1.3166240

SOFTWARE VERSION

45.1.15.450549110

CAST FIRMWARE VERSION

1.60.305621

Re: Nest Hub times out when streaming Nest Cam

Princesss — Mon, 26 Sep 2022 19:14:54 GMT

Hi everyone,

@Ted, we hear you and we appreciate your honest feedback.

We appreciate all the additional info you've shared. Can you please confirm if you're done filling out the form?

Best,

Princess

Re: Nest Hub times out when streaming Nest Cam

Ted — Mon, 26 Sep 2022 19:26:22 GMT

@Princesss Yes I completed the form last week. Your message above from Wednesday said you received it and escalated it, and I should receive an email directly to my inbox with next steps. Is that not true? Can you please confirm you have received my form and escalated the issue? I've been submitting feedback for a year and a half ever since Fuchsia rolled out, without any improvement whatsoever. So I hope you can understand how fed up with Google I am right now, and how frustrated I will be if nothing comes from this, after I spent thousands of dollars fully stocking my house with Google devices.

Just to reiterate what I have said before, the issue is NOT fixed, so please do not lock this thread.

Re: Nest Hub times out when streaming Nest Cam

Princesss — Tue, 27 Sep 2022 20:58:10 GMT

Hi Ted,

We're sorry for the delay. This has been escalated and someone from our team will reach out to you shortly. As a reference to that, here's your case ID: 4-6713000032775.

Best,

Princess

Re: Nest Hub times out when streaming Nest Cam

Ted — Wed, 28 Sep 2022 00:04:05 GMT

Thank you! Brent reached out today and I provided the information he asked for. Can you please leave this thread open, and don't lock it until the issue is resolved? Other users need a place to report their experiences with this issue as well without needing to constantly start a new thread and begin the support process from scratch.

Re: Nest Hub times out when streaming Nest Cam

Princesss — Wed, 28 Sep 2022 19:24:38 GMT

Hi Ted,

No worries, we'll make sure to keep this thread open until we reach a resolution.

Best,

Princess

Re: Nest Hub times out when streaming Nest Cam

Princesss — Tue, 04 Oct 2022 15:10:50 GMT

Hi Ted,

I've seen that you have been assisted via email by one of our support speacialists. We'll consider this post as complete and will lock the thread in 24 hours so we can continue the conversation via email.

Best,

Princess

Re: Nest Hub times out when streaming Nest Cam

Ted — Tue, 04 Oct 2022 15:13:45 GMT

The last message you posted said that you wouldn't lock the thread until a resolution was reached. Please DO NOT lock the thread. Other users need a place to post their own issues regarding this bug. It is unbelievably frustrating to be a member of this board looking for support on an issue, then to see others experiencing the same issue, but we have to create another thread and start from scratch with Google support representatives because we're unable to continue an existing support process because every thread is locked. Please leave the thread unlocked! The issue is NOT resolved!

Re: Nest Hub times out when streaming Nest Cam

jbuzbee — Tue, 04 Oct 2022 15:26:36 GMT

Not resolved. No resolution here. Same issue that I cannot depend on the video stream staying up for more than a few minutes.

Re: Nest Hub times out when streaming Nest Cam

laurastreetradi — Tue, 04 Oct 2022 15:35:41 GMT

There has been no resolution. my nest hub actually seems to somehow be getting worse. locking this thread will be a sign that you are abandoning this hardware, and google home/nest products in general.

Re: Nest Hub times out when streaming Nest Cam

BriMaeWong — Tue, 04 Oct 2022 18:08:08 GMT

Why are you trying to lock this thread. There is no resolution to this. I've gone through the whole email thing with a rep and their response was to do a live chat or call the (800) number. The Google support does not have a fix for this issue. Their online chat response was "Okay so let me tell you that if the Nest Hubs are following the command to stream cameras its okay, what is happening is that the Nest Hubs, don't have an estimated time to stream, so it means that your devices will not stream for all day long, or for hours for example." Do not lock this thread. My devices worked for 4 years without the camera feeds dropping. The fuchsia software needs fixed to address the issue.