Brand New Google camera says "there was a problem connecting tot he camera stream"

[afm777]

We just added these cameras to our office. They are good, but even AFTER our full subscription to view content, we are receiving messages that say "there was a problem connecting tot he camera stream" when I go to view a clip.

WHY am I paying for a service that is not working??????

[S3bryan]

Sounds more like your wifi is the issue.  These units are very picky about wifi signal.

[afm777]

We pay for VERY strong internet of 2 gigs and have 2 backups to it.  I don't think we could get better wifi here. AND NOTHING else uses our Wifi. Everything else is hard lined in and we do not provide a guest access network. PLUS, you can see the small recording, but as soon as you try to view the thumbnail for a bigger one, we receive the error. If these cameras can't handle the wifi we have, then honestly they are junk.  But thank you so much for the help and reply. 🙂

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I definitely understand how frustrating your situation must be, and I wanted to make sure that your concern was acknowledged. It sounds like the your internet speeds are most likely the issue. Those speeds are not very fast. I would suggest 100mbps or faster if you want your cameras to function well, stay consistantly connected, and provide a good quality footage. 

Best Regards, 

Brad.

[afm777]

I am not sure if you READ my earlier post..I pay for 2 GIGS, that means 2 gigabytes of speed. WAY more than 100Mbps....it's 20 times the speed I need. 

[Brad]

@afm777

I apologize for my misunderstanding. Of course 2 gigs is faster than 100gbps, and that is my misunderstanding. Your connection should be fast enough, but that doesn't change the message being related to connection. If the connection is fine, then I would suggest that you reach out to Support for further assistance. 

Best regards,

Brad.

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue. Please let me know if you need further assistance. 

Best Regards,

Brad.

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue.  We'll leave this topic open for another 24 hrs in case there are any follow up questions or comments. Please let me know if you need further assistance. 

Best regards,

Brad

[Brad]

Hey Folks.

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.

[BETEP90x]

@afm777 

Same issue here. Had the camera for a couple of weeks, and everything worked perfectly BEFORE I signed up for the Nest Aware plan. Since I activated my 30 days trial, I started seeing these "there was a problem connecting to the camera stream" error messages all the time. I assume it's because now my clips are in their cloud instead of my device, and I don't think it's because of my wi-fi too, but I'm open to some troubleshooting. I already tried restarting and resetting the camera, that made no difference. The only other thing I can think of is trying a different wi-fi network (like switching to 2.4G from 5G), but I'm still looking for a way to do that in the Home app. 

Just to clarify, in most cases after I get that error message, I can still play a clip if I try scrolling through it on my timeline, but not always. Today I got a couple of clips saved that show a preview in my full history, but when trying to play them I only get the same error message and no event is showing on the timeline, so I can't play them at all. It's very odd, the camera clearly recorded them, and they're definitely on the cloud since I see the preview for them, I just can't play the actual clip on my end. 

UPDATE: The phone I'm seeing the issue on is a Samsung Galaxy S22 Ultra, so Android. The Home app just updated today, but the issue is still there. While I was typing the stuff above, I downloaded and installed the Home app onto my business iPhone 11, and what do you know... everything appears to be working fine on it. I definitely don't think it's my wi-fi, or the camera, or even their cloud service. I suspect the issue is with the Home app on Android. (What kind of phone are you using, BTW?). The Home app has been glitchy for me lately, I couldn't rename my Home Mini devices (which also worked fine on my iPhone), and now this... It might be the case of just having to wait for them to fix these issues via an app update.

[BETEP90x]

@afm777 

UPDATE 2: I tried removing the app from my Android phone and clearing all data, and then reinstalling. It made absolutely no difference. I still have the same clips that have previews, but give me error messages when trying to play them. It really feels like something is not working right on their end, more specifically with how the Android app accesses Nest Aware cloud. I'm sorry I might end up spamming this thread, but I'm going to try it on another Android device next and will report back in a bit.

UPDATE 3: Well, I actually don't see ANY recordings on my Galaxy Tab S7+, not sure if it's just not supported on a tablet or what, however, I also tried it on my Galaxy Z Fold3, and it's the same thing as the S22 Ultra. The same clips have previews but won't play. I'm now 99% ready to blame it on the Android version of the Google Home app. I checked recent reviews for it on the Play store, and it's slammed with 1-star reviews from the past few weeks. Looks like people are having all kinds of issues with it, literally all the different kinds with every type of device there is, so if you have an Android device too @afm777 , it looks like we might just have to wait for Google to get things fixed. The good news is... all the bad reviews out there, and some have replies from Google, it means they are aware. I hope.