Camera history freezing

[DHGoldens]

Nest app on multiple iPhones and iPads are freezing when reviewing history.  It gets stuck on a specific time and won’t play, rewind or fast forward.  Many times we get the blue spinning circle and have to get out. Yea we have deleted camera history, uninstalled, reinstalled app, signed out and no, it is not a WiFi issue.  I can’t find any solution or add to previous posts about this problem.  I know we’re not alone so hoping Google Nest fixes this since we pay for a service that has been broken for a while.

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I definitely understand how frustrating your situation must be, and I wanted to make sure that your concern was acknowledged. Do you have a current Nest Aware subscription? Also, which phone are you using with the app? What is your wifi speeds like and how far away is your router from your device?

Best Regards, 

Brad.

[DHGoldens]

Yes we have a subscription for 2 cameras.  We use multiple iPhones to access the camera feeds and they are all Apple iPhones XR and 11s.  The iPad is just 2-4 years old.  WiFi speeds are 250-450mps and cameras have always been about 10 feet from router.  We did go through the web portal instead of the app and did not experience the freezing when reviewing history.  

[Brad]

@DHGoldens

Well I am relieved to see that it's most likely isn't a connection issue. I am wondering if its related to an update or the firmware of the camera. I assume that you have tried to restart the device?

Best regards,

Brad.

[DHGoldens]

Yes, it's been restarted 3 times, the last was yesterday evening.  Unfortunately, it was freezing again last night afterward and this morning.

[Dragonmac]

Me too there is a previous now locked thread on this. It started months ago.

[DHGoldens]

Glad it’s not just me still.  Sometimes it freezes when I scroll back 7-15 hours but this morning I was scrolling through just the previous 15-20 minutes and it froze so no pattern I can discern.

[Brad]

Hey there,

I just wanted to jump in real fast and thank you for your feedback. This looks to be an ongoing possibly software-related issue. Please feel free to submit your feedback to us. I've put instructions for feedback below.

• Open the Google Home app

• At the top right, tap your account.
• Tap Feedback 

• tap the type of device you'd like to submit feedback for.
• To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
• In the feedback summary, write a brief description of your issue.
• Be sure to check the box for Screenshot and System logs.
• To submit feedback, at the top right corner, tap Send 

If you need anything else, please let me know.

Best regards,

Brad.

[Brad]

Hey folks,

Thanks for visiting the Community. Since this thread hasn't had activity in a while, we're going to close it to keep content fresh.

We hope you were able to get the help you need, but if you're still having trouble, please feel free to submit another post, and provide as many details as possible so that others can lend a hand. Hope this helps!

Best regards,

Brad.

[Dragonmac]

4110054 is software on my Nest Doorbell (wired) this is the main one I’m concerned with but I do have the issue with other Cameras (I don’t think older DropCam has any issues)

Doorbell is literally right next to Router maybe 2 ft through a wall of course. It can freeze also during an attempt to answer a Doorbell ringing in the App and you try to Answer it.

when I first got the System last year it worked perfect. Been the last 4-5 months this problem is persistent. If I swipe the App off on iOS iPhone 11 I can start looking at Cameras History again but within a Minute or 2 the Camera frame spins the loading graphic. It never recovers and I need to restart Nest App