Google home app

[gregreyes414]

I have 32 Nest cameras. A combination of first and second generation. This is protecting a business with a business account high speed internet connection. The issue is with playback of history. Whenever I try to playback video it either freezes and crashes the app. Sometimes it crashes and opens Google assistant on my phone. Which has been turned off/ disabled. Or the app just sits loading forever without playback. I've tried viewing on both wifi or my mobile service. No difference. I've removed and reinstalled the app. No change. What else can I do? This has become a real issue when I've needed to show police evidence of crimes. Please help

[code_]

Have you tried a different device to see if the issue is still there?

[gregreyes414]

Yes. My coworker has been have the same issues as well

[aperezdeleon]

Hi gregreyes414,

This certainly isn't the ideal experience when trying to view your video history. It can be frustrating but don't worry, I'm here to help.

My first recommendation to rule out any situation with your cameras is to go check your history and live feed on Google Home web on a computer.

 
If you still have trouble, make sure your device has the latest update available. Since you have 2nd generation cameras, you're likely using the Google Home app, so make sure that's up to date.

Are you by chance able to see the video history of your 1st generation cameras on the Nest app?

I would suggest restarting one of your cameras and then try checking out the history on that one to see if it makes a difference.

Let me know how it goes. And thank you code_ for helping out!

Regards, 
Angel.

[gregreyes414]

Yes, on the Nest app we can see the first generation cameras. But not the 2nd generation. Which make up 70% of what we have in place. There are no issues while viewing Google Home from a laptop computer. The issue appears to be with Google Home on Android devices. Both of our phones are at their most current versions as well as the Google Home app. I don't always carry my laptop with me. This has been a great inconvenience and disappointment for all the money spent on the components. 

[aperezdeleon]

Hi gregreyes414,

Thanks for getting back to me.

While it might be a bit complex, would you be willing to create another Google account and pair one of your cameras with that account?

I recommend filling out this feedback form regardless of whether you create another account. This form goes directly to our development team. If you can detail the specific devices you're using, it would be very helpful for our investigation into the cause of the video history problems in the Google Home app.

I appreciate your understanding.

Regards,
Angel.