topic Google hub max camera offline, even when connected to WiFi in Speakers and Displays

Nest Hub Max Camera Not Streaming to Apps

Kira — Thu, 02 Feb 2023 16:58:09 GMT

I have 4 Hub Maxes in my home and for 3 of them the camera is not working so I can see what is being viewed in the Google Home or Nest apps. The green camera light is on, showing that they are currently active/filming, but nothing is streaming through to the apps. The other Hub Max is working properly, as well as my Nest Doorbell and exterior Google camera. In the apps, the view of what they are seeing is just black and they can't connect. All 4 Hub Maxes are running Fuchsia Version 9.20221010.3.176

For troubleshooting, I have already done the following:

Unplugged the Hubs and left them for a few minutes before plugging them back in and letting them reboot. The camera then works in the apps, but after a bit they go back off.
Unplugged the Google Fiber Wifi router from everything, let it reboot and reconnect. Once the Hubs are active again, the camera then works in the apps, but after a bit they go back off.
Deleted the Google Home app from my iPhone and re-downloaded the app. Deleted the Hubs from the Google Home app, reset each Hub to factory settings, and set them up as New Devices in the Google Home app. Again, the camera then works in the apps, but after a bit they go back off.
Updated the DNS of my Google Fiber Wifi router to Primary Server 8.8.8.8 and Secondary Server to 8.8.4.4

I have now spent about 5 hours troubleshooting and communicating directly with Google Help. They have not been able to provide me with any ideas of what to try besides what I have already done on my own, so I have just been doing the same things with them and nothing is working to get these cameras back working.

Has anyone else had this issue and gotten your cameras working again???

Re: Nest Hub Max Camera Not Streaming to Apps

MplsCustomer — Thu, 02 Feb 2023 18:35:26 GMT

@Kira

Since you can get the cameras on your Nest Hub Maxes to work for a short time, perhaps there is something about your Wi-Fi network that cannot handle four cameras streaming to the Google Nest app or Google Home app at the same time. If you turn the camera on for just one Nest Hub Max at a time, are you able to see the video stream?

We have just one Nest Hub Max and have never had an issue viewing its camera.

Re: Nest Hub Max Camera Not Streaming to Apps

Kira — Thu, 02 Feb 2023 18:41:45 GMT

I’ve had this setup running for over a year and just in the last couple weeks has it started acting up. Before everything was working properly. I’ve checked my Wifi speed and it says it’s “blazing fast.” I also have a Point in every room that there is a Hub.

Re: Nest Hub Max Camera Not Streaming to Apps

MplsCustomer — Thu, 02 Feb 2023 18:51:54 GMT

@Kira

Perhaps there still is some issue that has arisen with your Wi-Fi network. The alternative is that the cameras on three different Nest Hub Maxes have suddenly started to malfunction, or both your Google Nest app and Google Home app are suddenly malfunctioning.

Can you view any of your Nest Hub Maxes from another Nest Hub? Have you changed how your cameras are configured?

On our Nest Hub Max, we have "Home monitoring features" turned off under Settings | Nest Cam, and we only turn the camera on and off on the Nest Hub Max itself. That's not a recommendation; it's just what works for us.

Re: Nest Hub Max Camera Not Streaming to Apps

Kira — Thu, 02 Feb 2023 19:10:49 GMT

Something interesting that I have just noticed is that on the Hub that is working properly, when I swipe up on the screen, it has the icon of a camera and I am able to turn off/on the camera with that function. On the 3 Hubs that are not working, when I try to select that icon, it does not do anything (as if the button does not function). When I just moved the switch on the back of the non-functioning Hubs to turn the camera off manually, it does not say that the camera/mic are off like it was previously, but it DOES go back to a green light when I turn it on.

Very odd, but I find it hard to believe that 3 of my Hubs just randomly stopped working because they are defective!

Re: Nest Hub Max Camera Not Streaming to Apps

MplsCustomer — Thu, 02 Feb 2023 19:27:33 GMT

@Kira

Google Nest does not document the "Home monitoring features" option very well (https://support.google.com/googlenest/answer/9449420?hl=en&co=GENIE.Platform%3DAndroid). My GUESS is that, when it is turned on, the camera functions like any other Google Nest camera and can be turned on and off in the Google Nest app. But when it is turned off, the camera is only turned on and off from the screen on the Nest Hub Max. At least, that seems to me how it works.

Is the "Home monitoring features" option turned ON for your camera that is working? Is it turned OFF for the other three?

It's really unclear how the "Home monitoring features" option, the physical switch on the back of the Nest Hub Max, and the camera on/off icon on the Nest Hub Max's screen are supposed to work together.

https://support.google.com/googlenest/answer/9449280?hl=en

Re: Nest Hub Max Camera Not Streaming to Apps

Kira — Thu, 02 Feb 2023 19:40:46 GMT

I've gone through and checked the settings of all 4 Hubs and they are all set the same (Home Monitoring is ON), so I don't understand why one of them is working fine. I do not want to turn off Home Monitoring features all-together, because I want to have continuous/live monitoring so I can view the cameras when I am not home.

On the Hubs that are not functioning, the green light is ON, indicating the the cameras are monitoring. When I view the camera in the Google Home app and the Nest app, a notification comes on on the Hub screen stating that the Nest Cam is being viewed (however, I am not able to actually view anything in the apps because the "view" is just a black screen and it never actually connects). I have also attempted to view the cameras using Google Home via an Internet browser and the cameras are not working there, either (even though the Hubs are getting a notification that the Nest Cam is being viewed).

Re: Nest Hub Max Camera Not Streaming to Apps

MplsCustomer — Thu, 02 Feb 2023 19:57:17 GMT

@Kira

This is all rather puzzling. Are you also unable to view the cameras on those 3 Nest Hub Maxes from another of your Nest Hub Maxes?

Maybe there is some other seemingly-unrelated setting that is messing up those 3 cameras. Is there any difference on what's shown on the screen of the Nest Hub Max that works versus the other 3? For example, I think you cannot use your Nest Hub Max to view one of your cameras and at the same time view the camera on that same Nest Hub Max. For example, if you are using your kitchen Nest Hub Max to view a camera in the baby's room, no one can view the camera on the Nest Hub Max.

Re: Nest Hub Max Camera Not Streaming to Apps

Kira — Thu, 02 Feb 2023 20:11:45 GMT

On one of the Hubs that the cameras are not working, I was able to have it show me the live stream of the cameras that ARE working (with all of the Hubs, they have fully functioned with everything EXCEPT the cameras this whole time). I was also able to have it show me the live stream of the cameras that are NOT working, but what it showed me was a black screen that said it was "live," same as what I see in the apps. It's almost like there is something blocking the cameras, but I know there isn't because whenever I reboot the Hubs the cameras temporarily live stream...

Re: Nest Hub Max Camera Not Streaming to Apps

MplsCustomer — Thu, 02 Feb 2023 20:22:45 GMT

@Kira

Maybe it's some other setting that seems unrelated, but kicks in and cuts off the video.

Like "Let others control your cast media" under Recognition & Sharing.

Or "Default TV" under Display.

Or the "Digital wellbeing" options under Notifications & Wellbeing

(These are just random guesses, but since you've already done factory resets, that's all I can think of.

It's too bad Google Nest technical staff does not monitor or review this forum. A developer might see this post and realize what might cause this.

Re: Nest Hub Max Camera Not Streaming to Apps

Kira — Thu, 02 Feb 2023 20:34:37 GMT

I have already looked through all of the settings. Made sure all sharing is deactivated. All "default TV" settings are set so that the default is that same device, not some random other thing in the home.

Will also mention that the one Hub that was working for the past few days (previously all of them were not working properly, so I did the Factory Reset and this one had started continuously working) has now reverted to doing the same as the other 3 hubs. Says the camera is on/monitoring, but when I try to view the camera in the apps it shows that the stream is "live" but is just a black screen 😞

I don't know if I have to completely delete the whole Home structure are create a brand new one, adding each device back in one at a time? I really do not want to do that, as it says I have 37 devices connected (which shouldn't be too many, as I have 5 Wifi points and each of those are supposed to be able to support up to 100 devices each).

The last conversation I had with Google Nest Customer Care Team was this morning before I started this thread, in which I was told that my case had been "escalated" on Sunday. Apparently not much escalation, since I had not heard back from them and since Sunday had already contacted them back myself 3 additional times without anyone being able to fix the issue.

Re: Nest Hub Max Camera Not Streaming to Apps

AJ215 — Thu, 02 Feb 2023 21:42:55 GMT

I have 2 hub maxes and I have the exact same issue with both and google is trying to tell me it’s something on my end .. they tested my speed and it was fine ,checked google mesh WiFi and points and all are blazing fast , checked all settings and they’re all right ,checked all software to make sure it’s up to date and everything is good .. I was on the phone for 2 hours on Friday and I got nowhere and today I got an email saying they want a video of what’s happening

Re: Nest Hub Max Camera Not Streaming to Apps

Kira — Thu, 02 Feb 2023 22:13:48 GMT

I am glad hear that this issue is occurring with others, since if more people are reporting the problem, then it will be more on the radar of Google and they can't just say that it's something wrong on the customer end. However, it is truly exasperating!

The Hub Max is advertised for Home Monitoring, as in live streaming security camera. This is why I purchased them for inside my home. If I didn't want the Home Monitoring feature, I would have just gotten the Hub without the camera feature. Hopefully Google will come back to either of us with a solution and we can share and help each other. After my chat with them this morning, they said I should have an emailed solution within 4-24 hours, but that's what they said on Sunday when I never received anything back.

Re: Nest Hub Max Camera Not Streaming to Apps

AJ215 — Thu, 02 Feb 2023 23:25:33 GMT

I just got my email this afternoon and I spoke with them last Thursday or Friday so don’t hold your breath lol .. I asked the guy on the phone if anyone else was having issues with the hub max and of course he said no .. that’s exactly why I purchased them too for Home monitoring and I pay for nest aware plus so we’ll see how they take care of it

Re: Nest Hub Max Camera Not Streaming to Apps

Woodsrider17 — Tue, 07 Feb 2023 14:53:42 GMT

I am having the very same issue with my NHMax camera streaming for a few minutes after a reboot, then going black with the connecting circle continuously rotating as if trying to connect. Also, the “LIVE” icon with the green activity light is displayed in the black screen. Is this condition consistent with what others are seeing?

Re: Nest Hub Max Camera Not Streaming to Apps

Kira — Tue, 07 Feb 2023 16:01:34 GMT

Yes, that’s what mine is currently doing. Only having issues with the Hub. Doorbell and exterior cameras are working fine.

I followed up with Google after they did not get back to me in the 4-24 hour window they claimed and they responded telling me try changing the DNS, which I had already done and they supposedly had made record of that in my open case. Shows that the people who are “helping” are not taking the time to review the case. I have since followed up with them twice to get further troubleshooting steps and they have ghosted me…

Re: Nest Hub Max Camera Not Streaming to Apps

AJ215 — Mon, 13 Feb 2023 14:27:25 GMT

Hello Kira I finally got my email on Friday and all they said was to change the dns settings to the same thing they gave you and of course it didn’t work so I guess I’m back at square 1 with them as well . I also have the same firmware version as you so hopefully that’s it and they figure it out and make an update that fixes it… i can’t figure a way to private message you but I’m soni885 on aol if your interested … good luck and hope you get some answers because at this point I’m almost ready to leave the whole google nest platform and figure something else out because they can’t get it together

Hub Max/Nest Camera Always showing as offline

o-man — Sun, 19 Feb 2023 14:24:17 GMT

My Nest Hub Max Camera always shows as offline in the Google home and Nest app. I have reset/re installed everything and the same is happening. I have also just reinstalled the whole household and It worked momentarily but now has reverted to just saying "Your Camera is offline". I have checked the Nest Cam setting to make sure "Home Monitoring Features" are on etc etc. Current Firmware is also up to date.

We are due to go away in a couple of week and rely on the camera for checking the house, pets and visitors ect.

Please help!

Re: Hub Max/Nest Camera Always showing as offline

Wobbze88 — Sun, 19 Feb 2023 16:39:38 GMT

Ive got the same problem with the Nest Hub Max. Always shows offline. Deleted household and all devices multiple times, factory reset all device, added hub max as first device. Nothing works. Sometimes when i setup the camera, during the "completion progess" i get the error "There has been a communication error with google services".

Re: Hub Max/Nest Camera Always showing as offline

mrsnicoleryan — Mon, 20 Feb 2023 02:14:44 GMT

Following. Having same issue