Latest Google Home App version 3.28.104

[ASTXNYER]

This latest version when trying to view Google camera or nest doorbell activity crashes, spins, displays messages halfway thru that video is unavailable. 

I have a complete Google Branded camera setup and spend $160 a year for two residences to be connected to the upgraded Nest Aware and can hardly depend on or use the features. 

it also picks up vehicles or people as motion when there is a clear eyesight path.  Night vision cannot distinguish anything other than motion, no vehicles.  

Totally unexpected that each new version is worse than the previous. 

same issue across the board iPad IOS, iPhone iOS and tried browser MAX version iOS with same poor results. 

All my devices are new within the last year. 

[tajennifer]

Hi ASTXNYER,

Thanks for posting. I'm sorry to hear about the situation that you are experiencing when trying to view Google Camera or Nest Doorbell activity. I understand how frustrating the situation can be. But don't worry; help is here. Here are some steps that you can try to solve this problem:

• Check internet connectivity and ensure that your device has a stable internet connection and is working properly.
• Restart your mobile device; sometimes, restarting your smartphone can resolve app-related issues. Turn off your device, wait a few seconds, and then turn it back on.
• If the Google Home app continues to malfunction, try clearing the cache, data, and cookies on the app and the browser.
• And the last step will be to try to delete and reinstall the app. This simple step can resolve temporary glitches or problems with the app.

Please let me know how that goes or if you have questions during the process. I'll be waiting for your response.

Best regards,

Jenny

[ASTXNYER]

There are still issues with the app.  I did end up having to delete, then reinstall on both my iphone and ipad.  There are still delays, especially when receiving a notification, clicking on it to open the app and a message displays 'retry, video not available'.

[tajennifer]

Hi ASTXNYER,

Thank you so much for your reply and the information provided. I understand that you are still experiencing this situation, including some problems with the notifications. Let's try to find a solution for this; I just need to ask for some information:

• What type of Nest camera does the customer have?
• What type of Nest Aware subscription do you have?
• Is all of your history missing or just certain portions?
• How is the Wi-Fi connection in that part of the house?

Please keep me posted.

Regards,

Jenny

[ASTXNYER]

1. The issue is for all the cameras, regardless of where they are. All are latest generation Google.

2. Issue includes viewing videos or trying to view video from a notification. Either starts and displays message video not available try again or halfway thru black screen with message video not available try again.

3. Nest Aware Subscription 30 days video history $80 per year 

4. Camera over garage is wired and about 12’ from WiFi, modem and mesh network. This is the most frequently used camera and WiFi is extremely strong signal. 

LATEST NEW ISSUE: every time app is opened a message displays Google Home crashed last time. Yes or No I cannot try to view anything without selecting a response 

[tajennifer]

Hi ASTXNYER,

Thanks for your reply. After all the information provided, I just need to ask for some information to continue helping in a better way:

• Can you please check if you are signed in to the correct account?
• Could you please check if you are experiencing the same situation with the video history by entering the Home website?
• Are you trying to check the video history of the last 30 days or before?

Please keep me posted.

Regards,

Jenny

[ASTXNYER]

Jenny,

I keep responding with the same issues and responses to your questions.

• Can you please check if you are signed in to the correct account? I AM SIGNED INTO THE CORRECT ACCOUNT!!!!
• Could you please check if you are experiencing the same situation with the video history by entering the Home website?  ISSUE AS REPORTED IN THE VERY FIRST EMAIL IS THE SAME REGARDLESS OF DEVICE OR PLATFORM
• Are you trying to check the video history of the last 30 days or before?  BASICALLY ONLY LOOKING AT CURRENT DAY OR NIGHT BEFORE HISTORY.  NEVER EVER HAVE GONE BACK BEYOND 2 DAYS. 

[tajennifer]

Hi ASTXNYER,

Thank you so much for the information provided. This information is helpful to know what we can do next. For the last step, I just need to confirm if there is any family member who can have access to the video history. Or if you try to do a power cycle on the camera?
Please keep me posted.

Regards,
Jenny

[ASTXNYER]

I cannot do a power recycle nor do I know what it even is. The camera is 12 ft above the garage outside and would involve hiring someone if the camera itself needed to be re-added to the app. 

no one else has any access and that should not matter. 

[ASTXNYER]

It is 3 days later and still no response? 

[tajennifer]

Hi ASTXNYER,

Thanks for your reply. I understand that your camera is on the top of your garage, but it is necessary to process these steps to check if the problem may be solved with this or if we need to take other options for further assistance.
Please keep me posted.

Regards,
Jenny

[ASTXNYER]

It is happening with h every camera regardless of where they are. This issue is with the app and not one particular camera. 

[tajennifer]

Hi ASTXNYER,

Thanks for your reply. I understand that after trying all the steps provided, the app is still not working as expected. We are sorry for the inconvenience that this can cause. But 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.

Best regards,
Jenny

[tajennifer]

Hello again,

We haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help!

Regards,

Jenny

[ASTXNYER]

I responded to you already. This has been going on for weeks and continues today REGARDLESS OF WHICH CAMERA VIDEO I wish to view and I have several ( nothing unusual about having multiple cameras). 
The inability to view videos and have them bleep out with a message ‘Video unavailable ‘ and another message opening the app that says Google Home crashed do you want to send analytics yes or no’ continues despite upgrading, shutting off cameras or resetting them. 

what is Google doing about fixing the app??????