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]

We are noticing three issues:

1) Sometimes the Google Home app simply closes/crashes 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.

[Spr97ajm]

I would add that these seem to be new issues, they didn’t happen to me until recently, so presumably they should be fixable, if only Google will listen. 

[dtduemer]

Yes, exactly same thing here and only happened recently, within past three weeks.  Seems the google engineering team would be able to troubleshoot this quickly with so many people having same issue. 

[Susantau]

I’m experiencing exactly these three issues. Only just started noticing this about a week or two  ago. I have an iPhone 13. I was afraid i had damaged my phone after dropping it recently, but I believe what mplscustomer describes is the only malfunction that I’m noticing on the phone.  I’ve started avoiding watching clips because I dread the crashing. 

[morals415]

iPhone 11 Pro Max iOS 17.0.3 4 cameras ( 2 x Nest Indoor Gen1 & 2 x Google Outdoor Battery/Wired) Gen 2

Same symptoms as previously reported above same after deleting/ reinstalling Google Home app.

Watching a past event, video freezes about 3-5 seconds in, screen goes dark with a small spinning gear then my lock screen appears and once unlocked app is still running in background.

[straitshooter]

Yep, we’re all experiencing the same things but “G” ain’t listening 

[deshpak]

I’ll add myself to another user with iOS on latest version on a XS. Google mesh routers 3, wire nest camera, wired google floodlight camera. I experience the same issues described above when trying to view history on either of the camera video feeds. Surprisingly my nest app still works fine with the one nest cam. So far my experience with the new google home app and their newer cameras has been horrible. 

[Vladxp]

Add me as another user affected by this annoyance.   Video playback of a past event on any of 5 wired or battery-powered cameras randomly stops with a message "Camera unavailable - Couldn't reach this camera", though I can immediately return to viewing that same camera live or sometime successfully resume playback by dragging the time position pointer a little left or right on the timeline.  I'm using a Google Home app version 3.9.104 on an iOS device version 17.1.1. 

[Spr97ajm]

I’m totally fed up of this now. Google have lost me as a customer. I’ve ordered two Reolink cameras and my Nest cams will be going on eBay this week. Google either can’t or won’t build decent software so I’m off. I hope they fix it for you all soon, but I sadly doubt it. 

[straitshooter]

I’m with ya.  I started dumping mine last week; trial running a ring plugin spotlite cam.  So far so good and even better with color at nite!  Features a bit different but the performance is solid so far.  Waiting on Black Friday to grab another to replace the nest floodlight cam that fails me too.  Pathetic…..

[RHG]

App version 2.47.111  on iPhone ios13.6.1 no crashing problems. 
iphone iOS 16.4.1 and app version 3.7.103 crashes every time. 

[straitshooter]

I’d say they’re not apps but perhaps crapps!  The latest app 5 days ago is crap too.

[straitshooter]

Good luck to those still having this problem.  I’ve taken 2 of my cams out of commission and canceled my Nest Aware subscription renewal.  
Happy Holidays!

[dtduemer]

Good luck on finding a solution.  My google home app was working well until September.  Since then, when reviewing prior video the app will crash at random times.  I had deleted and reinstalled the app multiple times.  No help.   I contacted google nest support with no help.  I keep getting told to delete and reinstall app.  Then get told to check my iOS version.  This crash occurs on both my iPhone and iPad.  I was told to check and reset the date.  Then told to check and reset location services.   Now I have been told to take pictures of the app while I am sending feedback, pictures of my iOS version.   I am told every time the “higher engineering support” is looking into this issue.   I have no faith it will be fixed soon.  They are clueless.  Try google search home app crashes to see all the people having this same issue.  

good luck, I hope you find the solution.  

[Whtmtn]

Google customer support is awful. 1.7 Trillion dollar monopoly and this is what we get? Come on. Google app crashes iPhone on google camera video playback. Ridiculous. 

[reneelamay13]

When viewing recorded events, my Google Home App playsback for about 5 seconds, then stops or completely crashes and kicks me out of the app.  When it stops and I press "play" icon, Immediately get kicked out.

[MplsCustomer]

@reneelamay13 

Something is going on here.

I was not able to duplicate this error until this afternoon, when, in response to this post, I tried viewing an event for our battery camera. After a long delay, the event started to play, and within a couple of seconds, the Google Home app simply closed.

When I tried reopening the Google Home app, all I got was a white screen with the word Google. After closing the app again, I was finally able to reopen the app, and was able to successfully view several recorded events, including the one that earlier caused the Google Home app to simply close.

I should also note that, in attempting to duplicate the problem, I also encountered several other difficulties. Sometimes, when selecting an event, I would, after a minute or two, get a message saying "Unable to reach camera", even though I had just viewed the camera's livestream, and the camera was, as always, "Live" and "Online". Other times, I waited several minutes after selecting an event, and got only a black screen with the spinning circle.

Google Home app version: 3.7.103
Phone: iPhone XR, iOS 17.0.3

Previous thread on this issue (with no response yet from Google Nest):

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Google-Home-App/m-p/490154

Perhaps there are capacity problems on Google Nest's servers that are causing this.

[Winpo72]

Same issue for me. Anyone have a fix?

[pctrauth]

Google Home app on my iPhone 13 Pro, iOS 16.6.1 has been working normally, but my wife's iPhone 13 Mini, iOS ? (recent but maybe not most current) has had this issue for the last few weeks. We are both connected to the same Wi-Fi SSID. We only use the Home app for Google Nest cameras. The camera model is the most recent, Indoor/Outdoor Battery model. The crashes typically happen within a minute after opening the app.

[MplsCustomer]

Here's a new thread on this same issue:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/nest-cam-drops-history-playback-videos/...

[ASTXNYER]

Same issue on iphone (new iphone15pro) and ipad, viewing a video screen goes black. Have tried every one of the recommended steps and no change. Pretty disgraceful that Google has no interest in resolving but has raised the Nest Aeare subscription cost. 

[Googsucksitbig]

I asked for free Aware til fixed and they said NO

[morals415]

iPhone 11 Pro Max iOS 17.0.3 4 cameras ( 2 x Nest Indoor & 2 x Google Outdoor Battery/Wired)

Same symptoms as previously reported above.

Watching a past event, video freezes, screen goes dark with a small spinning gear then screen appears locked and once unlocked app is still running. I’m looking for a crash report to post here. Any hints where to find 👍🏽

[sfalcon]

iphone 12 with ios 17.1 - having problems with:

- door bell rings, I open app - video fails to load and cannot reply via microphone button

- review video from history (monthly subscription) - select video for playback it stalls, during playback it stalls again then the app crashes - phone screen goes black get the little white time lapse icon and then brings you back to the home screen. 

Note I had this problem prior to upgrading the ios and I've uninstalled/re-installed the app.

I have also upgraded my home internet thinking it could be a bandwidth issue - I have gig service and use google mesh wi-fi - signal strength to the doorbell is great.  It's not the network.

Given the number of complaints here, clearly there's something wrong with the app. When can we expect a fix for this issue?

Thanks,

Simon

[Googsucksitbig]

I was told fix coming but no idea when. Maybe 2024 they said!!!!!! For real 

[Downunda]

Hi,

I have similar symptoms for the Home App in the IOS Ipad version 16.6.1, while it works fine in Android.

The Home App plays for a while and then crashes and exits out.

[Googsucksitbig]

Having the same problem since October /23

I have spent to much time with Google support.  No resolution and no compensation.  They don’t care 

[Daniellemorin]

Same her on 2 iPhones and one iPad. Very frustrating. The only way to see the complete video is to download it.

[ASTXNYER]

All these posts and not one tesponse from Google. Makes me regret having a doorbell and 3 cameras, one of which is hardwired above the garage. Not easy to swap out to Ring. 

[Daniellemorin]

Me too ! Two wired cameras ! Try reinstall app, works once and started to crash again. Will try to contact support directly. Hopefully having answers. 

[MplsCustomer]

The Google Home app is SOMETIMES still crashing and abruptly closing when viewing video events for our battery camera on my iPhone XR on iOS 17.1.1, where history can only be accessed in portrait mode, even after applying the Nov. 7 Version 3.9.104 upgrade on Nov. 13.

We sometimes also get a "Camera unavailable" error message midway through a video clip, even though the camera is online, "Live", and on, and scrolling immediately returns to the camera history.

It seems to NOT crash on our newer iPad on iOS 17.1.1 or our older iPad on iOS 16.7.2 in landscape mode, both on Google Home app Version 3.9.104.

[Daniellemorin]

Just tried on 2 iPhones with the latest update 17.1.1 and problem seems to be solved. App crashed only once and I did many tests. Hopefully stays this way. I still have a case open with Google support just in case. 🙂

[Daniellemorin]

Doing new tests and the problem is still present 😣

[Azcole]

While viewing video, the app will just force close

[MplsCustomer]

@Azcole 

You could try deleting and reinstalling the Google Nest app on your iPhone.

There is a current unresolved bug that causes the Google Home app to crash and simply close while viewing a video clip:

https://www.googlenestcommunity.com/t5/Apps-Account/Nest-camera-replay-crashes-google-home-app/m-p/5...

https://www.googlenestcommunity.com/t5/Apps-Account/Google-Home-App-Crashes/m-p/536433/

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Google-Home-app-crashes-while-viewing-v...

[Azcole]

Thank you for the suggestion. I’ve tried the action you suggested. The problem persists

[EdmondB]

Hey everyone, 

I understand that you're having trouble with your Nest app on your phone. I'm here to help you get back online. Just to check: what is the make and model of the phone you are using? Have you tried updating your phone to the latest software version? Have you checked if you are having the same on the webapp https://goo.gle/3KP3GC4;

Thanks for the help, @MplsCustomer.
 

Best,
Edmond

[EdmondB]

Hi Mcmom, 

I apologize for the inconvenience if you’ve been having troubles with your Nest app. Let me help you out. Just to verify: Have you tried opening the Nest app on a different phone to see if it’s having the same issue? Did you try reinstalling the Nest app to get the latest software version? Are you having the same issue on the webapp https://goo.gle/3KP3GC4;

I look forward to your response.

Best,
Edmond

[Greyes]

I have the same issue. 

[Mcmom]

I’m having the same issue. It’s discouraging because I just added all thermostats and door locks from our new house but app keeps crashing. Do I need to switch to a different company? Anyone use Ring?