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.

[64bits]

Having the same issue with 3 of my 5 cameras after google closed my nest aware subscription , and also not recording, trying to restart them now or remove and readd them as it seems to have worked.

[Slack0logy]

Same... I think it's a Google scam, they don't want to support their expensive equipment.

[Ccpro]

I am having the same issue.  Is there a fix?  Nest cams moved to Google home and going on/off line every day. 

[cocosf]

There is still not a fix that worked for my camera. I also got shuffled between customer support agents. One of them acknowledged the problem and offered a credit, then when I was forwarded to the team that was supposed to provide the credit, they denied it. Ultimately I was given a $50 credit and no acknowledgement that this problem exists. Disappointing, to say the least. 

[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. 

[Pkalya]

Yes…same issue…need a class action going…

[tmusgrove]

I transferred my device to Google Home and it bricked my camera too.

1. Nest Cam Indoor

2. No

3. Unsure

4. Main Router.

[Joninsocal]

Been experiencing it since migrating to google app from the nest app - all was fine previously and the app is the only thing that has changed. One camera is literally 10’ from the router in the same room so it’s not WiFi connection and as it is happening continuously (I.e. also when away from home and nothing else being used on the network) it’s also not a bandwidth issue. Both cameras (one indoor, one outdoor) are first generation nest cameras (I.e. before google took over).

no other devices don’t experience slow internet speeds.

They are connected to 2.4GHz.

connected to the main router

Unplugging and restarting them will usually provide a temporary fix but will then find a while later the app has them back to unavailable.

[64bits]

Nest camera indoor the black one, 5 of them , other devices are good, they are using 2,4ghz, straigh  to main router 

[Pasman]

I was required to migrate from Nest to Google Home by the Nest App.

I have 3 physical locations with google Nest/Home products.  All different networks.  All physically plugged into power on different power circuits.  Nothing on the network changed in any location.  Cameras were never physically moved.

After migrating to Google Home:

1.  I have cameras that are now permanently offline.  Seems like the cameras that were physically farthest from the WIFI affected most.  Yes, I have power cycled the cameras and tried re-installing them (which requires going on a ladder).

2. I have cameras that intermittently go offline.  Seems like the doorbell does this the most.

Again, 3 locations.  All 3 with similar issues.

I have 9 cameras. 4 are permanently offline.  4 are intermittently online.

None of the 12 smoke detectors show up in google home.

How do I submit a claim for reimbursement? 

[Alaina92]

Call them, waste 3+ hours of your time, and get maybe a pittance $50 credit to their store. At least that's all I managed.

[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.

[64bits]

Same exact thing here, just 1/5 cameras works 

[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?