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! 

[scotsman79]

im thinking the same thing buddy . app is playing up on my phone and the wifes phone . i have cameras doorbell, lights and loads of wifi points too so looks like they will all be going up for sale cheap if its not ressolved very quickly . 

[reneelamay13]

When viewing recorded events in Google Home App on iPhone, the app will only play about 5 seconds then drops out of app. I have had no issues for the past year This just started two days ago. Any suggestions? 

[MplsCustomer]

@reneelamay13 

What exactly is happening when you say "the app will only play about 5 seconds then drops out of app"?

Have you tried deleting and reinstalling your Google Home app?

[Pooh]

I have. It’s doing it on all iOS apps we have on 5 devices

[reneelamay13]

Same with me...all devices which are iOS

[reneelamay13]

I am only able to view about 5 seconds of playback on recorded events.  The app then stops and when I hit "play" icon, the app kicks me out.  This has been happening with all iOS devices.

[Pooh]

I found if I download it quick I can watch the videos on my iPad. Proves it’s the app and not the cameras

[reneelamay13]

Yup....the app is definitely what it is.  All of my devices are iOS and all have had the same issue with the app.

[Pooh]

I am having the same problem with the app does it for the door cam & the indoor camera.  Don’t know how to get any help. I’ve sent in lots of feedback but nothing. I’m paying for the videos yet can’t view them without it throwing me out of the app 

[MplsCustomer]

You could try contacting Support, using the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[Jenelyn_O]

Hi everyone, 

@reneelamay13 and @Pooh, I'm sorry for the trouble, but thanks for sharing your feedback. No worries, our team is taking note of it. Do you happen to have an Android device to isolate if the issue is happening on Android devices as well? 

Also, I want to check if you were able to contact our support. Please feel free to let us know if you still have questions or concerns, as we'll be willing to help.

I appreciate the input, @MplsCustomer.

Best,

Jenelyn

[Pooh]

Don’t have an android device to try. It’s not the cameras as if I’m quick I can download the video before it crashes.   Not been able to contact support. Having to jump through hoops & end up in the wrong place. I have sent numerous feedback from the app which has the crash reports on it and left my email address   Don’t know where else to go with it. Just paid my yearly subscription to & not been able to use it. 
uninstalled the app made no difference 

[reneelamay13]

I have an Apple XR.  I have not contacted support yet, I was hoping to find something here, but of this continues, I will reach out.  So far this has been 5 days of this issue.  I have removed app, reinstalled, and all other possible solutions but no luck as of yet.

[MplsCustomer]

@reneelamay13 

I have an iPhone XR and do NOT have the problem.

[Rarchie]

I am having the same problem on both my iPhone and iPad.  What is google doing to fixed this?  I have outside nest cameras and doorbell.  This is impacting your customers security ability.

[kstam70]

Hope you get this issue resolved soon. I just renewed my increase membership cost, but this isn't usable.

[Olaf19]

My wife and I have also get kicked out of the app when viewing events. The only way I can view the full event is by saving them first. We both have iPhone 8s. We’ve had this problem since last week. Our trial subscription expired last week and we won’t extend and this will probably be our first and last Google products if it doesn’t get fixed. 

[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.

[Frustrated11]

This is my exact experience too. Not the camera, not the network, not the phone. Either app or app and iOS incompatible. Google needs to do better. I have multiple cameras in different locations on different networks and this problem is universal across my devices. 

[DaddyBear]

I'm on the phone with Google Support and they aren't aware of any issue. I've directed them to this forum post, and several others that users have posted. They are acting shocked that this is happening. LOL.

[MplsCustomer]

@reneelamay13 

On this thread, Google Nest Community Specialist @Jenelyn_O  reported a month ago: "No worries, our team is taking note of it. Do you happen to have an Android device to isolate if the issue is happening on Android devices as well?"

[DaddyBear]

I'm guessing @Jenelyn_O needs to tell the agents that answer the phones that information too. As it stands right now, we canNOT use the Google Home app in it's current state. If I'm on a call, and I get a notice that someone is approaching the house, I can't look because it will reboot my phone and cut off the caller along with any apps I'm working with. This issue needs a higher priority.

UNBELIEVEABLE!! I just called to follow up on this morning's troubleshooting and they can't find any record of my call or the almost HOUR of time we spent on the phone. What a waste of time!!!!

[Frustrated11]

As if to suggest it is the customers’ responsibility to only utilize google’s OS. They can do better. Their stuff should work on IOS or they should go back and try again. And that was a month ago and still not resolved 

[Whtmtn]

Having exact same problem when playing back videos from google wired doorbell. App crashes, spinning gear, iPhone 12 restarts. Google support is horrendous. Break up the company already. 

[Just_Geo]

This is completely unacceptable at this point.  The last Home app update, 3.9.104, a week old is buggy as all get-out,  just like all the previous releases.  It sig 11's all over the place, violates (IOS) cpu resource fatals, wakeup resource limits, runloop limits, and just plain puts out benign lies on the screen when not even working with the camera, but playing back video from the "cloud".   The app has had ridiculous numbers of updates, with BS version history descriptions, and with no change apparent in the app, and rather than fixing buggy code, it's just getting worse.  WE are not your test teams, Google, that's your job, get to work dammit, and fix the code. 

[Just_Geo]

If anyone on IOS wants to see just how buggy the code is, besides the obvious crash behavior of throwing you back on the lock screen... go to Settings, Privacy & Security,  Analytics & Improvements, Analytics Data, drag down the list a bit to reveal Search, type in "home"... you'll see all the reportable manifestations of inept app coding.

[Castlehad]

Same for me. App constantly crashes when viewing old clips

[Munko]

IF the engineering team does successfully resolve this issue in the next update of the Google Home app (3.10), and that happens in weeks not months, I can wait.   But we don't even know the estimated date of release!  Ugh... 

WORK AROUNDS:  But in the mean time I have found that although it's a big pain in the... I can simply restart the app when it crashes (and for me it does NOT crash every time I try to view a history clip). Also, some history clips just stop before they are done and I can usually restart them by dragging the circle progress slider...  Also, I have had success with saving or sending clips, and then I can view the whole thing without the risk of crashing.  All this is unacceptable, but I can still view history clips- just with more effort.

[Liarslayer]

I'm also here for the exact same issue. I am using an iOS device and my doorbell camera is the battery model. 

Mine crashes on the exact same face though which is my ex. I originally thought they had somehow tampered with my phone but now seeing all of you with the same issue, I'm a little more at ease and definitely hoping it's a Google issue. 

GOOGLE you have seriously caused me pain suffering and anxiety because this issue came about right after my ex and I split up. 

I will be filing further complaints and actions if this isn't handled immediately!

Just look at how much inconvenience you have caused!

[DLH821]

I have been experiencing this alot lately and I thought I was the only one, now I see that is not the case. This is extremely frustrating to say the least!

[Fourchrisi]

I have the same problem on my iPad.  The app crashes almost every time when viewing video.  Very frustrating and disappointing,   Is there a fix coming?

[Munko]

IF the engineering team does successfully resolve this issue in the next update of the Google Home app (3.10), and that happens in days or weeks (not months), I can wait.   But we don't even know the estimated date of this new release, or if the bugs will be fixed or not!  Ugh... 

WORK AROUNDS:  But in the mean time I have found that although it's a big pain in the... I can simply restart the app when it crashes (and for me it does NOT crash every time I try to view a history clip). Also, some history clips just stop before they are done and I can usually restart them by dragging the circle progress slider (unless the screen goes blank and the app suddenly crashes)...  Also, I have had success with saving or sending clips, and then I can view the whole thing without the risk of crashing.  All this is unacceptable, but I can still view history clips- just with a lot more effort.

[MC11]

This really sucks. I have the same problems. WTF is with Google tech. ?

[Krjory]

My Google home app crashes hen trying to view recorded video

[MplsCustomer]

@Krjory 

This is an existing, known defect; we're all waiting for a fix. See this long thread:

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

[MC11]

Mine also. Today I noticed that I am not getting notifications when there is activity in the camera zone. I checked all the controls all looks fine, but still no notifications. 

[Emcgraw]

I think we’re all seeing crazy things lately. I will get a ton of notifications and there’s nothing to view. Each day more and more “bolts and nuts” are flying off. 

[MC11]

I have 2 cameras and neither are sending me notifications. 

[TyNguyen]

Will Google give us credit for this? Mine been crashing for weeks when viewing videos. 

[Just_Geo]

This morning I ran Wireshark (Google what it is) on the network interface on my MacOS.  I started both Google Home on IOS and Google Home on MacOS.  Wireshark can trace (collect) the communication between the Google servers and the Home URL interface on MacOS.  I started tracing, then activated both camera's live window on MacOS.  Then I went to my IOS Home interface, a few seconds after that.  For my two Nest V2 Battery cameras I watched four live streams from the Google servers.  They ran just fine, until maybe 10 minutes their (all four) live streams went black, camera could not be reached (a BS message).  They ended in the order I started them.  The flood of packets to MacOs for the video streams, ended with basically the Google server shutting off the communications with not only Home on MacOS, but also Home on IOS.   Though they were started at slightly different times, they all went blank at roughly the same time... within seconds.  I can narrow down the timing, but since I repeated the testing several times, I can only conclude the problem is with how much streaming time Google servers will give you, coupled with a lousy iOS App coordination with their servers.  it's a complex problem for sure.  But if there's a streaming limit that shuts everything down, we've been duped.  There's likely a myriad of ways the IOS app can fail with the servers cutting us off.   The 104.9 IOS app release coupled with a commensurate server side release (the usual case I presume) really screwed things up for an awful lot of people.

It galls me, especially as an ex-customer support engineer for IBM in networking software, that Google is insultingly cavalier and mute on any of this, except to say furiously working on it.  Prove it Google.