Nest camera replay crashes google home app

[Ameripaint]

I am not the first - I see this has been an ongoing problem for years.  What good is having a security camera if watching the footage causes the app to crash?  Every single time.  It worked for a while.  “Did you try…?”  Yes.  Everything is updated, reset, closed and reopened, etc.  

Google?  Nest?  Time to step up! 

[MplsCustomer]

@Ameripaint 

This is a new problem for us--in the last week or so, and has NOT occurred in the past. (We are also on iOS.) There have also been other posts in this forum reporting the same thing.

It seems to only happen on the 2nd gen cameras, and NOT on the 1st gen cameras when trying to view a video clip in the Google Home app.

We are noticing three issues:

1) Sometimes the Google Home app simply closes midway through a video clip.

2) Sometimes the video clip freezes partway through viewing the clip, but we can drag the circular tracker icon a bit to get the video to resume.

3) Sometimes the video clip freezes partway through viewing the clip with a message saying "Camera unavailable", but we can drag the circular tracker icon a bit to get the video to resume in this case as well.

Perhaps Google Nest is having problems with its newer cameras on its servers, and that is causing all three errors.

[RenzJ]

Hello everyone, 

@Ameripaint, thanks for reaching out to the Google Nest community. We’re sorry to hear you're having this issue. We'll look deeper into this, and while we don't have anything else to share right now, stay tuned for updates.

Thanks for the input, @MplsCustomer.

Best,

Renz

[MplsCustomer]

@RenzJ 

This is still happening to us. The Google Home app just crashed (closed abruptly) while viewing a video clip on our battery camera. I tried going back and selecting Feedback while viewing the clip, and this time it didn't crash and I was able to send Feedback.

[RenzJ]

Hi MplsCustomer,

Thanks for letting us know. We apologize if this is taking longer than expected. I want to thank you for your patience while we work this matter out. I will follow up on your case with our team, and I'll get back to everyone as soon as I receive an update.

Best,

Renz

[Ameripaint]

Still waiting - this problem is not new

[Simo27]

I have just bought the same camera and can say it’s been a disappointment. App keeps crashing when watching videos and the night vision is shocking. It’s all a blur!! Support have said it’s a firmware thing but no news when this will be fixed. I think it’s time for a refund and go back to Eufy 

[ESC3]

Happens every time I try to see anything on the app. I have multiple generations of cameras. Unfortunately. 

[Jmaloney]

Is there any update? We can’t watch any video — the app just crashes. Why are we paying for useless video?

[ESC3]

They don’t care. It has become obvious. I was an early adapter of Nest thermostats and cameras. Nothing works anymore and Google operators in Dubai give zero fs. 

[scotsman79]

any updates on this ? this original message was 4 weeks ago and still mine is crashing . 

[Ameripaint]

Tick-tock. 

[SW66]

Same here video crashes while watching it pops up a message asking if I want to report it & I select yes every time so what is the reporting doing to fix this? 

[Lance_L · Accepted solution]

Hey everyone, 

I’m sorry for the inconvenience, and thanks for your patience. Our teams are aware, and we're working on a fix. Stay tuned to this thread for updates.

I appreciate your help, Renz and MplsCustomer.

Regards,

Lance

[Poprocket]

Goddammit, Google! This has been going on for weeks. Please get you **bleep** together and fix it already!

[Jmaloney]

Please do help. I spent 2 hours on the phone yesterday with someone at the help line that did absolutely nothing to help. The problem is not on the google app, it’s on the Nest app. Once you go back to play old footage, the whole app crashes.

[Munko]

Thanks but why has it taken this long to work on and fix this apparently very widespread problem that effects the basic functionality of a popular and important (security related) problem?!?!  Unacceptable and disrespectful to your most dedicated customers!!  Why?

[Ameripaint]

Tick-tock 

[Ameripaint]

Ongoing problem 

[EdmondB]

Hello everyone,
 

I’m sorry for the late response. We started a software update last week for the Google Home app on both iOS and Android. Please let us know if you still encounter the same issue when reviewing past events even after getting the latest version of the Google Home App (3.10). 

Best,
Edmond

[MC11]

Hi,

I have the update and the history plays back, does not crash. However I am not getting notifications when the camera picks up activity. 

[ESC3]

Nothing is better. Your app sucks. Go back to Nest platform. I’m never buying anything Google is a part of. You e destroyed one of the best innovations in tech with your bs. Awful. 

[Emcgraw]

My Home app is basically useless to me. We are over 1,000 miles from home for the winter.  When I attempt to watch video notices or activate a live camera I will get the clocking-wheel and then my iPhone will go back to the Lock Screen while the Home app crashes and closes. I feel blind when I can’t see my home. 
iPhone 11 Pro Max 

ios 17.2 beta tester

[Sabr2th]

Any updates on this? I feel that not being able to view what happened during a security alert from home is a serious issue that makes me feel like i made a mistake going with the nestcam solution for securing our home.

[Emcgraw]

I’m beginning to think I made a very bad decision investing so much money on all the  Google external and internal cameras and flood lights! I have a total of 18 devices and they are almost worthless now. I get notifications 30-40 minutes after they were tripped then I can’t get the video to play. Not good!!

[Sabr2th]

@Lance_L  - what is the last stable version of the google home IOS app? if this issue is with the google home back, why not just roll it back? Seems like this is a widespread issue.

[Steve22]

What is the latest on this please?  My google home app is constantly crashing now every time I watch a video clip.  

Thanks.

[dtduemer]

Feedback I received from google nest support :

”The higher technical team has escalated all the information you've shared to the engineering team and informed that this issue will be resolved with the next update of the Google Home app (3.10). ”

Unfortunately I have not received an estimated date of release.  It is amazing how they took an ok app and made it horrible to use. 

[Emcgraw]

@dtduemer I’m with you. I was sold on the impressive dependability of Google and purchased so many devices. Now it’s like they’ve abandoned everything. They haven’t sold out to Amazon like Ring did??

[dtduemer]

Today I received the following update from google nest support:

” 

This email is in regards to the Google Home app update.

The Google Home app update 3.10 version is already released, however, this update will continue to roll out over the next week to the customers, so you may not find the newest app version right away. I'd request you to keep checking the app store to check if the update is available for you.“

on follow up I asked if the engineering team confirms they fixed the crash issue with 3.10 Release.   Here is the reply:

” The higher technical team did mention that the issue would be resolved in this update. However, in case the issue persists, please feel free to contact us back via live medium. So that we can check the details in real time and provide further assistance to you accordingly.“

I am crossing my fingers but not holding my breadth.  Now we wait to see when release 3.10 is really available to all users. 

🤞🏻

[scotsman79]

i done a update last night and its still the same for me . not fixed 

[dtduemer]

Did you update to Google Home App version 3.10.103?

I updated last night to 3.10.103 and have not had a Google Home App crash since.  

[MplsCustomer]

I just upgraded my iPhone XR and my iPad to the Google Home app 3.10.103.  So far, on my iPhone XR the app is no longer crashing when viewing events, though it is quite slow at accessing events, and playing an event still sometimes halts until I drag the marker at the bottom of the screen. The app was NOT previously crashing on my iPad, and is still not crashing, and access speeds are far better than on my iPhone XR. Perhaps the Google Home app has gotten too demanding for my older iPhone XR, but at least it's not crashing anymore.

[ESC3]

Yeh. And Santa is real. 

[sjp_42]

Add me to the list of dissatisfied customers. I have google cameras in two homes and they worked nearly flawlessly for two years. Now in the last couple months I can’t watch a video longer than 10 seconds without the entire app crashing and my phone/Ipad going back to the Home Screen.

I spent an hour with tech support who couldn’t comprehend the problem, much less come up with a solution.

Google, PLEASE fix this!!!

[dtduemer]

Did you update to Google Home App version 3.10.103?

I updated last night to 3.10.103 and have not had a Google Home App crash since.  

[gurmehar9]

Shouldn’t this be a Sev 1 issue? Ever since I got the new google doorbell I haven’t been able to view a full clip. The old nest doorbell was far better this and nest app worked just fine. When is ETA to fix this issue?

[Emcgraw]

One would thick but there’s no evidence that Google is taking it serious. They just betting on customers will accept the issue and move on. 

[Laurie2]

I too am experiencing my Nest Battery Camera crashing my iPhone. I say iPhone because when I first experienced the problematic Home App going black when viewing my footage I thought the app closed. However, it crashes the iPhone completely. I was on a phone call when viewing the footage and when I got the black screen again and kicked out of the Home app the iPhone also lost the call I was on. So it isn't just crashing the Home app it is crashing the entire iPhone. I added the Google Nest Battery cameras in July 2023 and all was working perfectly until a few weeks ago when I began experiencing the Home app crashing when viewing footage. It might play the first video and then it will crash on the second video. I tried also viewing the video footage in live to see if that behaved any differently and found it also crashed in the live area in the app. I've taken the camera down reset to factory setting added the device back to the app and still getting the same results. If I can't view the video the cameras need to be returned. Is there a fix for this problem or not? The entire purpose of having the cameras is to view the video history: if I can't view the history the cameras need to be returned. 

[Emcgraw]

Sadly you are in the same situation as thousands of us. Not real comforting when Google was where most of my confidence was resting.