Favourites - EXTREMELY LONG LOAD TIMES

[MyKeRoB]

It has been happening since Mid January - on the day they migrated my Protect device from Nest to Home so I deleted it from both apps but it hasn't improved. I have tried several times reaching out to Support. I was left on read for days and then received an auto reply, apologising for not responding and requesting I submit a new ticket. I am still waiting. 

My Example Here 

Because of this issue, it is also affecting notifications and footage to be shown from Doorbell on my Home Hub Max. 

I have removed, factory reset all my Google Hardware, factory reset my broadband router, created a "New Home" within the app and re-added each device one by one. Nothing changes. It has to be a Head End issue with Google, they cannot decide on this being User End related issue since there are multiple people stating the same 

I have since cancelled my Nest Aware subscription until I either get a response or it is fixed with an update. 

I am a UK Subscriber,

Affecting ALL streaming methods -

Samsung S23 Ultra, Google TV Streamer 4k (which is connected via Gigabit Ethernet Switch) and Home Hub Max used for Review/Stream via Virgin Media Gig1 Fibre

[lotusmad2001]

Having the same issues. I have started a thread on this last week, we actually have the same phone too but I'm sure it's coincidence 🙂

There hasn't been an update on the app since, fingers crossed this is just a latency issue somewhere and is easily patched

[AndersC]

Hi @MyKeRoB,

Thank you for posting in the community. I'm sorry to hear you're experiencing long load times when playing a video of your Nest Cameras/Doorbells. I'm happy to help.

Can you confirm if you're experiencing this only when accessing the videos of your cameras?

Keep me posted. I'll be waiting for your response.

Regards,

Anders

[MyKeRoB]

Hi Anders

Yes, this is still the case. I am missing doorbell alerts due to camera not loading on home hub max and takes upto 45 seconds to load the feed via Home app. Really beginning to annoy me. Other users are experiencing this too so it is not user issue from my end. 

[AndersC]

Hi @MyKeRoB,

Thank you for the information provided.

Could you please tell me if this inconvenience occurs only on your Nest Hub Max device or also within the Google Home app on different mobile devices?

Based on what you mentioned, sometimes you might notice that there’s a delay between your camera’s live video stream and what’s happening in real-time, but if the delay is longer, I recommend you visit the article "Troubleshoot delays in streaming video" and inform me if you've completed the steps within.

Please keep me posted. I'll be waiting for your response.

Regards,

Anders

[MyKeRoB]

It happens on all devices including my Google TV 4k Streamer. I also opten to install the home app on my Son's Samsung Tablet just to test it wasn't my phone. Same issue. Clearly, based on replies to those and other threads. This is an issue affecting more than just myself. 

[SRJ]

Hi I'm experiencing this issue as well.  When opening the Google Home app on iOS, it just 'hangs' and cameras take a long time to load, and sometimes don't load.  I'm on a strong Eero Mesh network with 1Gps connectivity.  I feel like this was not happening before.  

[AndersC]

Hi there,

I appreciate the information provided about the inconvenience you're experiencing.

Based on the information provided, to determine the reason you're experiencing delays in streaming video, please provide the information requested below:

• Did the streaming videos work properly before?
• Do you have a Nest Aware subscription? If so, what type of Nest Aware subscription do you have?
• How is the Wi-Fi connection in that part of the house?
• How is the internet connection in general? Do you have any issues with any devices going offline, slow downloads, too many people online at once, etc.?
• Do you have a schedule set up for your cameras?
• What is the make and model of your router/modem? How about any repeaters or extenders you have?
• Are you able to check the router/modem’s firmware version? If so, what is the firmware version?

Please keep me posted.

Regards,

Anders

[MyKeRoB]

Hi. 

That is a lot of personal information to supply?. Anders, do you actually work for Google. I had a brief look at your profile and it appears that you have only joined the forums for about 6 weeks?

I'm just a bit weary of supplying so much information on a public page especially if it is not to Google directly. 

No offence.

[SRJ]

Yes, they worked back in December.  We have + subscription.  We use an Eero Max 7 mesh network with 5 devices.  Internet regularly streams 300Mbps - 700Mbps on download and almost similar on upload.  I have some automations on notifications setup for cameras, but very minor.  All firmware is up to date.  Thank you.

[AndersC]

Hi there,

I am a Community Specialist committed to providing support for all Nest users who require assistance with all Google Nest-supported products.

@SRJ, I appreciate the information. Let's work together by following the steps below:

1. Check if this inconvenience occurs on the Google Home app or the Google Home web.
2. Check if the inconvenience occurs with other family members' accounts.
   • If possible, check the recorded video history on another device and check if the inconvenience persists.
3. Turn the camera off and on again.
   • Turn the camera off in the Nest app or Home app, wait about 30 seconds, and then turn the camera back on again.

In the meantime, here you have some information related to your scenario explaining the reason why this happens:

• If you have lots of opened apps on your phone, it can slow down its overall performance. Close some apps, including the Nest or Google Home app, and then reopen only the Nest or Google Home app to check the video.
• If the delay is 10 seconds or more and it happens after you have been watching the video in the Nest app for a long time, reload the camera’s video feed. To do that, navigate back to the Nest app or Google Home app's home screen and tap on the camera again to refresh the connection.
• If the camera, phone, tablet, or computer is connected to a Wi-Fi extender, the video can be delayed. Wi-Fi extender adds extra relay time to any device that uses it. If you use an extender in your home, connect the camera directly to your Wi-Fi router to help reduce the delay. To do that, from the Nest app home screen, tap Settings > Home info > Home Wi-Fi help > (Select the camera) > Update settings. Make sure you pick your Wi-Fi router and not the extender.
• If the network connection is slow on either end, the camera’s video could also be delayed.

Please let me know how it goes.

Regards,

Anders

[SRJ]

Hi Anders I can confirm this happens in all the scenarios you mentioned.  I’m a software engineer so I have tried all of what you’ve suggested.  I mainly use my iPhone 16 which is up to date and notice this.  On google home web app the experience is slightly better.  

[AndersC]

Hi @SRJ,

Thank you for confirming that you have already troubleshot your device(s) as previously indicated.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.
To help us assist you better, please include the link to your Community thread and your Community username.
Don't hesitate to reach out if you need help or have more questions in the future.

Regards,

Anders

[lotusmad2001]

This is now becoming a real issue where this app is now completely unusable. Favourites tab is taking up to 2 mins to load now. I cannot control my home from my phone anymore.

there are at least 3 or 4 threads with this exact issue with the same phones

[SRJ]

I’m with you on this!  Super annoying!

[Chucky44]

Yes, I am also having the same issue with running Good Home on iOS.  I find every time I get a notification from my camera's it takes forever to load the video and sometimes it fails and says "retry".  This was not really a big issue before for me, but for the past 3 months it's awful.  I am also paying for Nest Aware and this is unacceptable.