iPhone volume cannot be muted when viewing Nest cam live video

[Greggolas]

It is not possible to have an iPhone stay muted while viewing Nest cam live video in the Home app. To reproduce:

1) Turn off the iPhone device volume using the volume down button on the phone

2) Open the Google Home app and view live video for a Nest cam

3) Audio from the live video will play out of the phone speakers and it is not possible to mute the volume using the iPhone volume control or any other mechanism. All other apps honor the volume setting and only the Home app overrides the device volume.

This is completely reproducible and has been reported by multiple users and ignored previously https://www.googlenestcommunity.com/t5/Apps-Account/Cannot-turn-volume-all-the-way-down-while-live-v...

I’ve raised this bug report with support twice and they have no ability to understand what I’m saying or open a bug report with the product team so this is my last shot at trying to get someone’s attention that can understand and address a simple software bug report.

[Mlabrador]

HI @Greggolas, 

Thanks for posting in the community. Let's sort this out. 

Could you check what iOS version you have? What is the make and mode of your iPhone? Also, could you check what firmware version you have on the Google Home app? 

Best, 

Nikki 

[Greggolas]

Hi thanks for asking. 

IOS 16.3.1

iPhone 13

Home App 2.63.110

I have two of the same phones that can both reproduce the bug exactly as stated and as I mentioned there are others who could confirm this behavior on other threads.

I’ve explained this bug to support twice and they do not understand what I’m saying. Cases 7-4804000033983, 4-1706000033609.

[Mlabrador]

HI @Greggolas, 

Thanks for providing the details. For us to further check into this, could you send us a short video clip on what's happening when you try to turn the volume all the way down on the Google Home app? Just fill out this form and attach the video. Let me know once done. 

Best, 

Nikki 

[Greggolas]

@Mlabrador/ @Juni I submitted the form, but there was nowhere to add an attachment. Instead I provided a link to a video that I made of the bug https://youtu.be/iPjFkTQT81k Please let me know if anything further is needed to investigate. How can I get updates on the status of this bug once it is reviewed?

[Juni]

Hi Greggolas,

We got your form — thanks for filling it out. Keep your lines open, as our team will reach out to you via email anytime soon.

Thanks,

Juni

[Juni]

Hi there,

I hope you are doing fine today. Thanks for the video link. We checked with our team, and for us to further isolate the issue, could you try to use another iPhone and let us know the result by updating this thread?

Regards,

Juni

[Greggolas]

@Juni Hi yes I’ve tested with another iPhone and that reproduced the bug exactly as seen in the video.

I have also done the same test with an android tablet and the device volume behaves as expected (muted when viewing the live feed).

[Greggolas]

@Mlabrador/ @Juni I got a weird email that seemed to indicate that a case that I opened was closed:

---

Thanks for reaching out to the Google Nest Customer Care Team.

Please put a feedback using Google Home app so that our Engineer team can see your feedback to work on the fix.

For your reference your case number is 2-3283000034340

---

---

 Is this due to the form that I filled out? I've submitted feedback about this multiple times previously. Is this advice still relevant?

[Princesss]

Hi Greggolas,

I've seen that you have been assisted via email. I'll consider this post as complete and will lock the thread in 24 hours.
 

Best,

Princess

[Greggolas]

@Princesss that is not accurate. Please reopen the thread.

[Greggolas]

@Juni @Mlabrador this issue is obviously not resolved. Please undo whatever has been mentioned here and help me understand what next steps will be to resolve the bug.

[Juni]

Hi Greggolas,

Thanks for trying that step. Sorry that you are still experiencing the issue. Rest assured that this thread is very much open and we will check with the team about it and get back to you as soon as we have news to share. 

Best,

Juni

[Juni]

Hi there,

We haven’t received your form. Kindly fill it out so we can continue with the next step. 
 

Regards,

Juni

[bk30]

I have the same issue.  

iphone pro max

iOS 16.3.1

We use our cameras to keep an eye on our dogs when we are not home.  We used to be able to watch the streams with no volume by controlling with the iPhone volume button but since we have upgraded some of our cameras and phones the streams no longer can be muted with the volume control.  This makes the cameras useless to us when in a public place.  

This is an issue for many, yet you seem to be always closing the community discussion threads with no resolution. (Search "mute camera" to see what I mean.)

[Juni]

Hi folks,
 

Greggolas and bk30, could you both check if updating to the latest version of Google Home app will make any difference? 

Thanks,

Juni

[Greggolas]

@Juni For me the latest available Home app version is 2.65.105 and it still has the same issue. My iOS version is also the latest 16.3.1

[bk30]

I just did another check and here is the problem:  The iphone volume up/down does control the volume of the streaming camera video  BUT going to the lowest volume point does not mute the volume, as it would for other audio (ie music or audio books) on the phone.  So nearby diners can still hear the howls of my dogs.

[Juni]

Hi folks.

Got it, Are you both enrolled in the preview program? Could you both join and observe if this feature will work? See the steps below on how to join:

1. In the Google Home app , tap Settings under "General", tap Public Preview.
2. Tap Request invite.
   • If you decide not to join, follow the steps above and tap Revoke invite request.
3. If you're accepted, the Google Home app shows a notification that says it'll soon update to Public Preview.
   • Features available through Public Preview will vary over time. If you're not able to join, it could mean that you don't have a compatible device. Check back and try again later.
4. When you get the Public Preview update notification, tap Got it.

Check out this article for more information.

Regards,

Juni

[Dickie]

Hi Juni,

I've been following this thread as I too have been experiencing this issue and made multiple posts regarding it.

I have the Public Preview and the issue still persists....

[Greggolas]

I don’t have the option to join the public preview in the app with the steps listed (iPhone 13). Sounds like the preview build still has the issue based on feedback from others in this thread.

[bk300]

I followed these steps on Thursday but I am still waiting for my invite.

[bk30]

Yes, same for me.  Latest versions make no difference.

[mobilelaby]

I have the same issue.  

iPhone 14 Pro / iOS 16.3.1

It's so inconvenient and I can't wait to fix it.

[Sketchster]

Also having the same issues here. iPhone 12 / iOS 16.3.1

[Juni]

Hi folks, 

Please fill up this form with all the needed information, then let me know once done.

Regards,

Juni

[Greggolas]

Submitted. The bug is still present with the latest public preview build of the Home app and the latest IOS version 16.4.1

[Greggolas]

The preview version of the Home app that I’m on is 2.67.106

[Sketchster]

Also on the newest home public preview and the google nest camera video feed forces the phone out of mute no matter what, even when phone is in silent/vibrate mode

[BSLB]

I am having the same issues. Please fix and update this thread.

[Juni]

Hi everyone, 

Greggolas and Dickie, we got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 

BSLB, have you had the chance to try the steps provided in this thread?

Sketchster, we haven’t received your form. Kindly fill it out so we can continue with the next step. 

Thanks,

Juni

[bk30]

Here's some new info that might help.  I have 3 cameras set up on the Home App.  One of these (Kitchen) is also set up on the Nest app.  The microphone sensitivity of this Kitchen cam is set to 100%.  It can be completely muted in both the Nest and Google Home apps.  The 2 other cams are controlled only on the Home app and cannot be completely muted.  Conversely, the highest volume of the newer cams is much louder than the highest volume on the older cam when viewed on the Home app.  The Kitchen cam volume is very loud viewed on the Nest app and mutes completely via the iphone volume buttons.

 iPhone 13 Pro Max. iOS 16.4.1

Google Home App version 2.67.106

I just sent the feedback logs via the help in the Home app.

[BSLB]

Hi Juni, 

I’ve filled the form and sent a request for public preview. 

Cameras:
-Nest cam, battery (backyard)
-Nest doorbell, wired 2nd gen
-Nest cam, wired (inside)

Phone details:
iPhone 13 mini
iOS 16.4.1
Google Home 2.67.106

I think a button to have sound on/off in the live view would be a simple solution. Just like there’s currently a button for the mic to be on/off.

[Greggolas]

@JuniAs you will see in the thread with @Dickie below, unfortunately support has no idea how to troubleshoot or escalate this bug to the appropriate team. Is there a channel for us to get a technical person to actually do something about this issue? Filling out the form to engage support has resulted in nothing but a couple of comical responses with virtually no helpful information.

[Dickie]

Here's my less than helpful reply from the Google Nest Customer Care Team.

"Thanks for reaching out to the Google Nest Customer Care Team.

 Try these steps:

When you speak to people with your camera or doorbell, there's typically a short delay of a few seconds. But if the audio stops working, just tap the microphone icon in the app twice. This will stop and restart Talk and Listen"

The sad thing is I actually believed we were getting somewhere with this and somebody was actually listening to people complaining about this issue rather than just closing threads.

How wrong I was! I waited 2 weeks for that reply too!

If this hadn't been happening since the release of the new cameras Id find it funny but this is beyond a joke now.

Please just go back to closing threads rather than making people waste their time filing out forms.

[Greggolas]

After filling out the form support emailed me and asked me to try reinstalling the app... 🤣 lol THANKS NEVER THOUGHT OF THAT!!! I reiterated that this is a bug in the software, and they at least sent me a link to a feedback form. This is the common thread with all interactions I've had with Google support. No ability to troubleshoot or escalate a bug report whatsoever. Unbelievably bad experience. Wish I hadn't sunk so much money into this ecosystem already. I would just buy something else. This company has no intent of actually supporting their customers and it shows.

[Spudguy]

Just to add on, this is also affecting myself and my wife's devices. Two iPhones and two iPads. 

[jjjeeloo]

Same problem.  Samsung Galaxy Z Flip 4. Nest Cam wired 2nd Gen setup 100% through Google Home app, no Nest App installed.  Cannot turn volume all the way down regardless of output to phone speaker or Bluetooth device.  

[Caddy6]

I have this similar issue with their own devices not even iPhone related. I have the Google Home Nest Hub. The Google device with a screen. We leave it open all night to watch baby on camera. Even with volume at 0 we can hear audio from the camera. Seems to be not working as intended. 

[Caddy6]

I believe I've resolved my issue. However my issue was a bit different then all of yours of course. I simply restarted my device and it took all the new updated settings.