Camera offline since transferred to Google Home

[svb321]

I've searched the posts to see if I can find my problem, but I can't find it anywhere. I have a Google Doorbell and two Google Cams. They're all wired (power connected). The lights on all three devices are green. However, I can't see live video through the Google Home app. This has been happening since I transferred the doorbell from Nest to Home. The devices seem to be working fine, as I receive motion notifications. I can also watch recorded clips. However, none of them show live video anymore. Google Home says the camera is offline and displays a black screen. The devices are listed and connected on my router, so everything seems fine regarding connectivity. Even when someone rings the doorbell, the lights on the doorbell turn on correctly. It just doesn't transmit the signal to my speaker that someone has rung the doorbell. It's been like this for a while now; I just want to be able to see live video again. What can I do? This is very annoying.

[CGMT04]

Same problem.

Recently migrated 3 camera's from Nest to Google Home via accepting the migration prompt in Google Home and that's where this problem began. It had been working without problems on the Nest app for over 4 years.

They had been working fine in the Nest app all along, but when I migrated to the Home app, they worked for a few hours and then stopped working, displaying the error "Device is offline." To get them working again, I had to reset them, and they worked again for a few hours and then stopped working, displaying the same error.

The Wi-Fi signal is perfect. I'm using Google Wi-Fi with a connection speed of over 500 Mbps. All the other devices in my house haven't had any issues, except the cameras.

I don't know what else to do

[svb321]

Thanks for your reply. That's exactly what I did. I was asked to move the camera in the Nest app, and I confirmed that.

It did indeed work briefly, but then never again. All other devices in the house work fine.

The Wi-Fi signal or power supply aren't the problem. Hopefully, someone can confirm that it's a Google issue; that would save me a lot of frustration knowing I can't do anything about it.

And it would be great if there was a solution soon. It's expensive equipment and a subscription, which I can't use enough of right now. That's not okay.

[Aridroid13]

Estoy en la misma Situación mi error fue migrar de nest a Google home. Ahí iniciaron los problemas 

[Aridroid13]

ya me contacte con Google Pero no solucionan nada, me dijeron que a muchos les pasa. Y que los ingenieros están trabajando en eso. Que actualizarían la app y avisarán aquí en el foro.

[CGMT04]

Si, yo igual yae contacté y me dijeron que van a levantar un folio pero no hay fecha para la solución 

[svb321]

Any help here?!😟

[CGMT04]

No, Google say just wait and here is gone a post when is repaired

[CGMT04]

Recently migrated 3 camera's from Nest to Google Home via accepting the migration prompt in Google Home and that's where this problem began. It had been working without problems on the Nest app for over 4 years.

They had been working fine in the Nest app all along, but when I migrated to the Home app, they worked for a few hours and then stopped working, displaying the error "Device is offline." To get them working again, I had to reset them, and they worked again for a few hours and then stopped working, displaying the same error.

The Wi-Fi signal is perfect. I'm using Google Wi-Fi with a connection speed of over 500 Mbps. All the other devices in my house haven't had any issues, except the cameras.

I don't know what else to do

[Andréslr]

Mismo problema. Lamentablemente haber hecho es migración. 

[CGMT04]

No, no one has helped me and I still have the same problem.

[Derickf]

Hi folks,

Thank you for posting in the community. I'm sorry to hear that you are experiencing a recurring issue where your three migrated Nest Cameras constantly show the "Device is offline" error in the Google Home app, despite having a stable Wi-Fi signal, and I appreciate you confirming the troubleshooting steps you have taken. I'm happy to assist.

To gather the necessary information, please answer the following questions:

• What model of Nest doorbell do you have? The following article might be helpful: Technical specs for Nest cameras and doorbells.
• Do other devices experience slow internet speeds?
• What Wi-Fi frequency band are the Nest cameras connected to (2.4 GHz or 5 GHz)?
• Are the Nest Cameras connected to the main router or connected to an extender?

I'll be waiting for your reply.

Best regards,

Derick.

[Aridroid13]

Tengo 2 cámara nest outdoor y 1 nest indoor

La velocidad en los otros dispositivos es normal.

Siempre se conectan a 2.4 Ghz están conectadas a un principal con repetidor siempre funcionaron bien así y si quitó el repetidor tampoco funcionan 

[vol2]

I have the same issue, was working fine before the migration. Now it will show offline in the GH app within hours after a reboot.

1) Nest Cam 1st Gen

2) No

3) 2.4Ghz

4) To a Unifi AccessPoint.  The Nest Cam responds to icmp ping requests with 5ms latency, when hte GH app shows its offline, so it is still very much on the network.

[drewbucket20]

Any other suggestions? Please read notes below. 

[drewbucket20]

We need help @Derickf !

[tmer]

Starting to think that it’s going to take a class action case to get Google to fess up to what they’re up to with blocking so many cameras. 

[CGMT04]

Hi @Derickf 

1. Nest Cam Outdoor

2. No

3. I have Google WiFi that automatically selects the best network for the device, whether it's 2.4 or 5. It's worth noting that they've been connected in the same position for 4 years with the same modem, and I hadn't had this problem until the migration.

4. Main router.

The problem isn't with the connection or signal, it's with the migration. They worked without issue in the Nest app for four years, but then they migrated to the Home app, and that's when they stopped working.

Now the Nest app is no longer usable, and the cameras have stopped working in the Home app.

[Chinapa]

My Camera on the Nest App is working, but the camera which I transferred to Google Home works for few hours and goes offline. Then I have to restart it again and it is useless now. Google has to replace the camera.

[tmer]

Good luck! 

[CGMT04]

I asked for support from Google and they told me they were going to document the problem. I left the chat here.

[CGMT04]

Carlos Gilberto Martínez Tamez: no soy el unico con este problema Carlos Gilberto Martínez Tamez: googlenestcommunity.com/t5/Apps-Account/Camera-offline-since-transferred-to-Google-Home/m-p/756922#M34454

Carlos Gilberto Martínez Tamez: googlenestcommunity.com/t5/Cameras-and-Doorbells/Google-Home-App-Nest-Cam-Issue/td-p/756791

Carlos Gilberto Martínez Tamez: googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Cam-Indoor-Gen-1-migration-to-Google-Home-Issue/td-p/751656

Nino: Dame un segundo Nino: estoy compartiendo lo que ne diste
Carlos Gilberto Martínez Tamez: si, no te preocupes. Aqui espero.
Nino: Gracias Carlos por compartir la información y por esperar con tanta paciencia.
Nino: Estoy intentando averiguar si hay algún problema de migración con la aplicación, así que compartí lo que me enviaste. Desafortunadamente, no tenemos ningún problema desconocido con la aplicación.
Nino: Ya documenté tu problema
Carlos Gilberto Martínez Tamez: de acuerdo, me imagino que se procderá a investigar y posterior me avisan la resolución o como funciona?
Carlos Gilberto Martínez Tamez: *Procederán Nino: Lo publicarán en la comunidad.
Nino: Lo siento mucho, Carlos, pero me he quedado sin opciones para solucionar tu problema.
Carlos Gilberto Martínez Tamez: no te preocupes, la verdad con que me hayas apoyado en documentar el problema para que sea escalado con técnicos es suficiente ya que somos muchos en la comunidad los que estamos afectados por la migración de la app y no hay una solución
Nino: ¿Hay algo más que pueda hacer por ti, Carlos?
Carlos Gilberto Martínez Tamez: no, gracias.
Nino: Con gusto Nino: Hay una breve encuesta próximamente. Google agradecería tus comentarios sobre tu experiencia de hoy. Gracias por contactar a Google. ¡Que tengas un excelente día! Nino: Nino left the conversation Nino: Dìganos que tal lo hicimos:

[Rowland81]

I had a chat with them yesterday. They got the cameras to work for all of two hours and back to the same thing. Basically zero help from Google.

[Marco73]

Same here.

frustrating. No support.

[Aridroid13]

Logré conectar una de mis camaras, entre a la versión preliminar de Google Home y eso fue suficiente para que se re-conectara. Espero sirva la información 

[CGMT04]

Yo ya lo había hecho hace dos semanas y se me desconectó a las 24 a 48 hrs aproximadamente, ojalá a tí te funcione. Nos avisas cómo te fue en unos días por favor.

[Aridroid13]

Está funcionando bien la indoor las otras 2 outdoor no se dejan conectar 

[dtedwards]

I am also having issues with my two gen 1 nest cams that I migrated to Google Home. I have a third that I have not migrated and it is still working great. I guess at this point if Google isn't helping, does it work to factory reset them and just go back to viewing them in the Nest app?

[tmer]

They tell me you can't put them back to the Nest App unless you do it in the Google Home App, which they won't hook up to. Seems very fishy to me, are they just trying to get everyone to buy new cameras? 

[drewbucket20]

Yes, this is frustrating. I have the same issue. Bought a new Camera which will only connected to the google home app to i migrated my existing two camera from nest to google. Now the old cameras do not work except for a short time after unplugging. Come on Google, lets do better. Please help us. 

[Chinapa]

Same problem for me. I migrated one Nest camera to Google  Home to test. It stopped working. Every time I reboot the camera, it will work for few hours and go offline. The other Nest camera I did not migrate and it is working well. These are the first generatin Nest Cams, installed more than 15 years ago and worked 24/7 

[Marco73]

Experiencing same problem with 2 of my nest  outdoor camera. Not working since transferred to home. Was working flawlessly for years. Tried to reset and go back to nest, we can’t. Very frustrating.

google, help needed 

[tmer]

I must be doing something wrong. Dereck, the community specialist, replied to me, I thought. He said don’t worry I can help and asked about 8 questions. I responded with the answers and never heard back? I think it’s been 4 or 5 days. Now I can’t even find our conversation?? Very strange! 

[vol2]

It's still there, if you scroll up. Their post was made 2 weeks ago. I replied to it as well but crickets thusfar.

[tmer]

Thanks, I got a different response, one of the questions was what model was router. Don’t understand why I don’t see that one anymore or my two responses. 

[thomie]

I have exactly the same problems. I transfered my wired outdoor cam 1st gen. to the google home app a few days ago. Since  then the camera is unavailable/offline. Only works for a few hours after rebooting. Then same problem again. The camera worked perfectly before, so the problem must be with google. Its unbelievable that despite this problem already is there for at least 3 weeks, the app currently is still recommending to transfer the camera from the google nest app to google home! 

[cozoomzoom]

I have the same problem.  I have a first generation camera that will stop working after a few hours.  The only thing that changed was the migration to the home app.  I've reset, changed networks between 2.4 and 5 and back and even given the camera a static IP address.  If I reboot the camera it works for a while, then stops.  Sometimes even after the reboot it takes a very long time to show the live feed.  My nest hello doorbell works fine on the same network.  

[drewbucket20]

Been dealing with this for awhile. We all need to contact https://www.linkedin.com/in/rishic1 who is the general manager of google nest asking for a resolution. 

[tmer]

Tried, they’re blocking me from signing in to Linkedin. 

[tmer]

Got through and left a message. Very upset with Google.