Best camera shows online but app is offline

[Mintara]

Hi,

have best camera i door wired - used for a month in town and was quite happy - took it to country property and it worked for 24 hours and now shoes as offline in the app. Restarted device and moved closer to wifi - camera shows as online with green light but app shows it offline. Internet is satelight witn 500ms latency and good enough bandwidth to watch Netflix.

do these work on high latency broadband?

any ideas - next step it to default camera or is it possible to uses browser to come t locally to camera?

[MplsCustomer]

@Mintara 

Did you use Google Nest's instructions for updating the camera's Wi-Fi settings when you moved it to the Wi-Fi on your country property?

https://support.google.com/googlenest/answer/9223711?hl=en#zippy=%2Cuse-the-google-home-app

[Mintara]

Yes was on line for 24 hours after updating Wi-Fi - wifi in both locations use UniFi wrap. After 24 hours it shows as offline in app- the camera shows green as if it’s connected after cold boot but still remains offline in app.

[MplsCustomer]

@Mintara 

Perhaps it's worth contacting Google Nest Support about the effect of high latency on a Google Nest camera.  I couldn't find anything.

https://support.google.com/googlenest/gethelp?issue_description=high+latency

[aatienza]

Hey folks,

I'm dropping by to ensure that everything is covered here. I hope that sheds some light on the issue.
 

I appreciate the help, MplsCustomer.

Thanks,

Archie

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad

[Mintara]

I ended up opening a ticket with support, factory defaulting the camera and re-joining it - It is now working but can be anything from 4 seconds of live video to a few minutes.  My trial has now ended (with it working 3 days out of 30) so I am deciding if I will pay for a service to see if it will work.  Google have not been able to pass on any definitive numbers on bandwidth or latency just subjective "slow network's may cause issues" The quality setting on the camera are Max or High - does not sound very useful for a satellite link. They have also advised the 5GHz wi-fi is not supported in my region so thats another change when next I am out to the location.

[janthadeus]

Hi everyone!

We appreciate your time in providing the Community of the steps that resolved your issue — it's a big help. Feel free to respond to this thread if you have additional questions or concerns and I'd be glad to answer it for you.  
 

I appreciate your help here, @MplsCustomer, @aatienza and @Brad.
 

Cheers,

JT

[janthadeus]

Hi there,

Checking back in should you still have further questions here. Let us know by replying to this thread.

Regards,

JT

[janthadeus]

Hey there,

We haven't heard any updates from you. I'll go ahead and lock this thread in 24 hours. If you happen to have the same concern feel free to reach us out here or start a new thread. 
 

Best,

JT