topic Re: Cannot setup inbuilt Nest Cam on Nest Hub Max in Speakers and Displays

Cannot setup inbuilt Nest Cam on Nest Hub Max

ash-n-roberto — Fri, 14 Oct 2022 12:18:03 GMT

I recently purchased the Nest Hub Max. I understand the inbuilt camera can be used as a Nest Cam for home monitoring so I can see a live stream of my kitchen (or wherever I put the display). Apart from the screen size and speakers, this seemed to be the key feature that distinguished it from the Nest Hub 2nd Generation and the reason I bought it.

BUT, I cannot get the Camera setup on Google Home for my display. I follow the steps to 'Set up Nest Cam', however after scanning the QR code and/or manually entering the code, it attempts to connect but eventually it says 'try moving closer, ensure you're on the same wifi etc.'

I have done a lot of troubleshooting and spent over 1 hour with google support on the phone to no avail (the person didn't even think this was a feature and I needed a seperate Nest Cam to see live video feeds?!). He said to call back to get Australia support as he was in the US.

I have ensured that I'm on the same wifi, no other Bluetooth devices are connected, I'm using the same google account. I have also rebooting, deleting device and readding, factory reset adding a new home, different google accounts, a seperate phone. I don't have any other cams.

Help! I'm so close to sending it back for a full refund.

Google Home App not communicating with Google

DCManager — Sun, 09 Oct 2022 12:05:48 GMT

I need to understand why I get the "There is a problem communicating with Google" when I try to delete a home or set up a camera. Last year it was the doorbell (I gave up on it). I was told to set up a "test' home and to this day, I can't delete it, same error. I gave up for a while and recently purchased the floodlight/cam. Went to set it up and guess what, same error. For fun, I tried to set up the camera on the Nest Hub Max. Locked the camera up and got, you guessed it, same error. The support team took me through the usual script even though this is an error between the Home app and my Google account. The Google support effort is the worst I have ever dealt with because they do not listen. Any clue what the disconnect is between the Home app and the Google account. To fill in the gap, yes, my internet works fine. Yes, the Google Nest router is online and all my other devices connect. Yes, when the camera is plugged up, I can find it in the device list so it is connecting to the to the network. It should also be noted that I have the same issue with the Home app on different devices, such as iPhone, Chromebook and the Surface Duo.

Re: Cannot setup inbuilt Nest Cam on Nest Hub Max

MplsCustomer — Fri, 14 Oct 2022 15:08:20 GMT

@ash-n-roberto

Do you have more than one "home/structure" in your Google Home app or Google Nest app? If so, when you open your Google Nest app and your Google Home app, you should be signing on to each with the same Google (gmail) account, and you want them each to show the same "home/structure"--the same "home/structure" to which your Nest Hub Max belongs.

If you end up having to contact Support again, ask for someone who is already familiar with how to set up the Nest Hub Max's Nest Cam.

Re: Cannot setup inbuilt Nest Cam on Nest Hub Max

ash-n-roberto — Sat, 15 Oct 2022 12:32:40 GMT

Hi there,

On the Google Home app, I have only one home address set up although have 2 X Google Accounts (a shared Gmail with my husband and an individual Gmail). I have tried both of these in isolation (so I factory reset using one only), and have also tried to setup both as members of the same household without luck. I don't think this is the issue though as things like Netflix, cast screen, etc works fine.

I initially did not have a Nest account when I signed up, but have since installed the app my phone for both emails (and it looks like accounts merged correctly as I can sign in using Google account). No luck though.

The only thing I haven't tried is to completely remove the home and try from the absolute beginning, which I will do next before calling Google Support again. I have until end of the month to return it for refund. Unfortunately it's looking that way, as on top of the camera connectivity issue, it seems that Australia doesnt have some key functionality (app builder and launching recipes from phone) that is only available in the US.

Re: Google Home App not communicating with Google

DCManager — Thu, 20 Oct 2022 18:43:29 GMT

The response to this has been amazing. I have found a few posts along the same line but still haven't found a solution. So, forums and Google support both have failed to point to resolution.

Re: Cannot setup inbuilt Nest Cam on Nest Hub Max

Juni — Fri, 21 Oct 2022 18:00:12 GMT

Hi everyone,

Thanks for the help @MplsCustomer.

@ash-n-roberto, thanks for posting and for being a step ahead of us. A few things: Could you provide us the case number that was provided when you contacted us? We also need your Nest Hub Max's firmware version and it's operating system.

Looking forward for your response.

Best,

Juni

Re: Cannot setup inbuilt Nest Cam on Nest Hub Max

DCManager — Fri, 21 Oct 2022 20:50:27 GMT

I have reviewed all of these and tried to work with Google Support. Each time is a step back. Where the camera would start to connect (There is a problem communicating with Google) now it asks if the wifi network is working. Funny part is the Hub does everything else, calls, music, answer questions, etc. It just will not set up the camera. (I have attempted a doorbell camera and floodlight/cam and so far, no success. Support has not even responded with an answer.

Re: Cannot setup inbuilt Nest Cam on Nest Hub Max

ash-n-roberto — Fri, 21 Oct 2022 22:49:09 GMT

Hi Juni,

Thanks for following up.

Support Enquiry: Case ID [4-8833000032527] is the one I'm still waiting on an answer for. The support staff effectively said there is a known issue with this connectivity on some devices, and it was being escalated to another team to confirm next steps. The only addition thing she had me do was add a new Home to Google Home app, and move the device there but that also didn't work unfortunately.

This was meant to happen 1-2 days after logging the case on 16 Oct but I still haven't heard back. I'm conscious of time because I only have until a end of the month to return for a refund/repurchase.

As requested;

FUCHSIA VERSION 7.20220419.2.164

SOFTWARE VERSION 48.41.32.466204089

CAST FIRMWARE VERSION 1.62.312297

Thanks, Ash

Re: Cannot setup inbuilt Nest Cam on Nest Hub Max

ash-n-roberto — Fri, 21 Oct 2022 22:52:57 GMT

That's interesting, I've also received the internet wifi connectivity message on the odd occasion but everything else about the device works. Just the camera cannot be connected via the Google Home set up.

Have you successfully set up another Nest Cam, but just can't set up the Max Pro inbuilt cam? If so, may be worth removing the other cam first before trying again. I read on another thread that was the issue for them. Unfortunately not the case for me, I don't have any other separate Nest Cams.

Support confirmed via phone that connectivity is an issue on some devices, I'm just yet to know what the next steps are.

Re: Cannot setup inbuilt Nest Cam on Nest Hub Max

DCManager — Fri, 21 Oct 2022 22:58:47 GMT

To date, I have never successfully connected any nest camera to the home app. Set up a test home, per Support and still can't delete it. That one does not show up in the device list in my account. A year ago, I tried to set up the battery doorbell. This month, I purchased the floodlight/cam and it is just a floodlight. The Nest Max was a thought just to see if it would work. Same ending as the others. Missed my return date, trying to be patient. Thanks for letting me know that there is some kind of issue.

Re: Cannot setup inbuilt Nest Cam on Nest Hub Max

ash-n-roberto — Fri, 21 Oct 2022 23:15:40 GMT

Sorry you've had such a frustrating experience, especially when you've tried so many times and spent a lot of time. Out of interest do you have multiple google accounts/home members?

My sister purchased the Nest Hub a few weeks before me, and apart from some issues with Spotify, has no issue with the Nest Cam/Floodlight. I even setup the inbuilt cam when I was there and it took all of 5 minutes like it should! So it works on some.

I hope to share some kind of resolution (hopefully a software update which works for all!) but I'm going to be returning mine should I not here back in time.

Re: Cannot setup inbuilt Nest Cam on Nest Hub Max

Juni — Thu, 27 Oct 2022 21:50:05 GMT

Hi folks,

@ash-n-roberto, I reviewed your case and it has already escalated. Please continue to communicate via email with the representative that's handling the case.

@DCManager, do you have a case number too, so I can review that for you?

Thanks,

Juni.

Re: Cannot setup inbuilt Nest Cam on Nest Hub Max

DCManager — Thu, 27 Oct 2022 22:34:05 GMT

Case ID 2-4787000033133

Re: Cannot setup inbuilt Nest Cam on Nest Hub Max

Juni — Fri, 28 Oct 2022 14:54:49 GMT

Hi DCManager,

Thanks for the information. I reviewed your case too, however it appears that this is not related to the issue posted in this thread. Do you happen to have another case?

Thanks,

Juni

Re: Cannot setup inbuilt Nest Cam on Nest Hub Max

ash-n-roberto — Sun, 30 Oct 2022 10:55:04 GMT

Hi there,

For what it's worth, I believe DCManager's issue is the same.

Earlier today, the support person on my case responded and asked me to reproduce the issue and send feedback/screenshot from the Nest Hub Max. When the set-up to the camera failed from the Google Home app, the Nest Hub Max cannot connect to the internet. If I say "Hey Google" it responds along the lines of "Please wait while I connect to the internet". As soon as I exit the set-up to the camera from the Google Home app, the Nest Hub Max resumes connection to the internet (and I can send feedback with no issue). Everything else works fine.

This is exactly as DCManager described earlier in this post (https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Cannot-setup-inbuilt-Nest-Cam-on-Nest-Hub-Max/td-p/259425#.Y15Rgb0Ebsc.link)

To rule out that the issue is with my Wifi, I completely factory reset my modem and intentionally forgot/re-connected it from all devices. I also performed a Speed Test from my laptop, phone and Nest Hub Max to ensure it was all running fast.

Alas, I still cannot set-up the Nest Cam from my Nest Hub Max. My window for returning this device expires on 1/11/22 which is in 2 days. Unfortunately I have had no resolution within a month, so I'm going to ask for a refund and re-purchase with the hope the second device does not have these connection issues.

Re: Cannot setup inbuilt Nest Cam on Nest Hub Max

Juni — Sun, 30 Oct 2022 19:12:42 GMT

Hi ash-n-roberto,

Thanks for the response. We reviewed the case he provided and this is with regards to account migration. Probably he has another case, let's just wait for his response. I checked your case too, and it seems like you are getting assistance. Please continue the conversation there as your case is already escalated. You are in good hands now.

Regards,

Juni

Re: Cannot setup inbuilt Nest Cam on Nest Hub Max

Juni — Wed, 02 Nov 2022 19:31:31 GMT

Hi there,

Buzzing in — do you still need our help? Don't hesitate to reach back if you do.

Best,

Juni

Re: Cannot setup inbuilt Nest Cam on Nest Hub Max

ash-n-roberto — Thu, 03 Nov 2022 00:24:16 GMT

Hi Juni,

Even though my case was escalated, it still has no resolution. I provided them the additional detail but have heard nothing. Yesterday I reached the end of my eligibility for a refund period, so I returned it. I hope to repurchase, I just hope the next device doesn't have the same issye.

Thanks, Ash

Re: Cannot setup inbuilt Nest Cam on Nest Hub Max

Princesss — Thu, 03 Nov 2022 03:17:12 GMT

Hi ash-n-roberto,

We're sorry for this inconvenience that this has caused you. Hoping that the one you'll get will work flawlessly. Feel free to start a new thread anytime if you notice any changes on your brand new device. For now, we'll lock the thread in 24 hours to keep this community tidy.

Best,

Princess

Re: Cannot setup inbuilt Nest Cam on Nest Hub Max

DCManager — Thu, 03 Nov 2022 10:46:08 GMT

None of the issues that I have tried to get support have been resolved. The only answer has been that each was moved up to another level and that only means that the conversation went from dialog to days apart emails asking me to do the same things over and over again. I didn't return the floodlight, therefore I have a non working camera and a floodlight that I can't manage. The Nest Hub Max works for calls and recognizing when I am in front of it but the monitoring aspect of the camera is useless. For giggles, I even took my nest router down to factory settings and started the entire network over from scratch. The error went from not communicating to "make sure your wifi is working" even though everything else is performing just as before.