Home app preview camera issue

[lotusmad2001]

Hi guys. My nest cameras won't show a preview on the favourites tab. It just has a square feed box with 'camera unavailable' written in the middle.

When I click on the camera the feed appears?

Many thanks

[EmersonB]

Hi lotusmad2001,

Thanks for posting here in the community. Let's check on how we can get the live feed of your Nest camera. To confirm, is this a newly installed Nest camera? What is the light status? Try performing a simple restart.

Keep us posted.

Thanks,
Emerson

[Jake]

Hey there,

I wanted to check in and see if you are still in need of any help. Please let me know, as I would be happy to assist, and answer any questions you may have.

Best regards,
Jake

[lotusmad2001]

hi there. Yes the previews are still not showing up on the new app, Tried restarting all devices etc

[MissBree]

Having the same issue  camera is fine but the live feed want load on the app

[EmersonB]

Hi everyone,

@lotusmad2001 and @MissBree thanks for getting back to us and we appreciate you giving us an update. Have you tried reinstalling your Google Home app? Let us know how it goes.

Best,
Emerson

[MissBree]

I fixed the problem  thank you 

[lotusmad2001]

Tried clearing cache and data. Also uninstalled. same problem

[janthadeus]

Hey folks,
 

@MissBree, awesome, glad to hear! 
 

@lotusmad2001, we appreciate your efforts here. Let’s further check this —  a few questions: does your phone have a pending software update? What’s the make and model of your phone? Also, do you have another device to test your Google Home app’s functionality?

Going over the steps here might help:

Step 1: Verify the device’s Date and Time settings are correct and automatically set.

1. Settings > General > Date and Time.
2. Tap Set Automatically > toggle it off and then back on.
3. Make sure that the timezone, date, and time are correct.

Step 2: Confirm that the Nest has permissions to use your phone's location.

1. Settings > Apps > Nest > Permissions.
2. Set Location to Allow all the time.

Let me know how it goes.

Thanks for the help here, Emerson and Jake.

Best,

JT

[janthadeus]

Hi lotusmad2001,

It's me again. I want to make sure you're all good — did those steps work?

Best regards,

JT

[janthadeus]

Hey there,

Just checking in to make sure that you saw my response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.

Best,

JT

[lotusmad2001]

Hi there. I have just tried all your steps and they still don't work.

I have tried it on 2 different phones. I am currently on an s22 ultra

Thanks Jonny

I have trie

[lotusmad2001]

Is anyone able to look into this?

[Mlabrador]

Hi otusmad2001, 

Chiming in — apologies for the late response. Just wanted to check if your internet at home is a dual band router (2.4ghz and 5ghz) or band steering? Also, we need to make sure that the devices are connected to the same network for us to see the thumbnail. 

Best, 

Nikki

[lotusmad2001]

It is a dual band router, I believe the doorbell is on 5ghz and outdoor camera is on 2.4 as it is further away.

I don't see why that would make a difference mind as the cameras work fine when I click the empty box preview box on the favourites tab

[Azarco]

Hey there,

Thanks for the update. To make sure, are your devices set up on the same home structure? Have you tried rebooting your router to refresh the connection? Also, are you getting the same result when viewing your camera using your mobile data?

Regards,

Alex

[lotusmad2001]

Same home structure. Tried rebooting. Tried re adding on the app. Tried mobile data.

Still the same

[Azarco]

Hi lotusmad2001,

We appreciate you doing those steps. We'd be happy to take a look into this for you. Please fill out this form with all the needed information and let us know once you're done.

Best,

Alex

[Azarco]

Hello there,

We received your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.

Thanks,

Alex