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Cam not sensing

Javlin
Community Member

On 24 Oct 21 I installed the first of my 2 Nest Cams battery powered so that it would see my rear garden. That seemed to go well. Worth noting at this point I also have a Nest hello (door bell) and monitor that via the Nest app...or did!. While setting up my Cam and spending a lot more time than I should have trying to get it on the Nest app, I eventually concluded that the super Nest Cam cannot connect to the Nest app....brilliant (not... considerably Not). So not wanting too have two different access methods, apps, for my cameras (Nest hello, and Cam), I dumped the Nest app, in favor of using a single app,. Google Home for accessing both. Sorted...Not. Hello and Cam work differently on the Sam Home app, and Hello shows me the Nest app download icon to add double annoyance. Ok, decided I'd live with that.

...but, after your initial set up I find my fancy Cam just does not detect a large amount of people movement it should detect. No matter how much re aligning I do...it still misses what it should detect. It does see some of it for sure....but does not detect as much as it sees. I'm thinking if I continuously power the Cam it will be as good as my Hello at detection. Luckily I also ordered 10m cable length power supplies for both my Cams when I ordered the Cams....but they have not arrived yet, and the Order status says they won't be delivered till 11 November 2021.

At this point I made an attempt to email Google Nest.....that is another significant ordeal, that resulted in failure.

I'll persist, but at this point I'd like to just be rid of Nest Cam, both of them...the one still in the box and the one I've already installed, and the two power supplies that have not yet arrived.

I don't want to talk to a GN rep...technically I don't find them good ( and I'm fairly good at installing and sorting G products...I have, Nest Wifi 3set, G tv x 2, Chromecast x 2, Nest mini x2, Nest Hub (that was a waste of money), Google Home, and two Lenova Google clocks......). I want to email them.

Anyway, interested to hear if I'm alone with my frustration and issue with Cam.

 

12 REPLIES 12

Al_HL
Community Member

You're definitely not alone, like you I ordered two cameras, set them up and found it frustrating that I now have a Nest app and google home (we also started with the doorbell). Added to that the cameras (both new ‘battery’ versions and not hard wired) do not pick up movement in the vast majority of the image area and to pick up a person I need to be within 6-8feet of the camera!  

I’ve tried zones and turned them off, adjusted sensitivity etc, nothing.  It’s so frustrating. I’ve joined this forum to try and resolve but seeing the number of other posts with similar issues I’m wondering if this is systemic with the google camera products. I also find it suspicious that there are no related videos on YouTube - my usual go-to for troubleshooting.  

Are there any moderators that respond to these messages? I can’t see many on here but would appreciate a response to the original post as I think it will help others. 

Javlin
Community Member

Hi AI_HL, Thanks for sharing your similar issue. Today I updated my review of the Nest App highlighting my issue (Cam won't work on the app). I find it odd that G or Nest have not attempted to add some supporting advice. I'll wait some more ...until the Cam power supplies arrive and I test the Cams with them. I'll update then.

Al_HL
Community Member

Great, will keep an eye out for your update as I’m considering hard-wiring to see if that helps. Keep persevering! 🙂 

Javlin
Community Member

Hi AI_HL, and anyone else interested, Per my last mention on this topic (Nest Cam Battery). I recieved the power supplies earlier than anticipated (thanks Google/Nest), and have the one camera I have installed running on that (Have a second Nest Cam Battery but waiting to install till I have good confidence of the first ones operation). It definitely does perform much better, particularly in relation to sensing...actually shows a few seconds of video before the actual person, or even is shown which is good. Powered is definitely a better solution...it's as good as the Nest powered door bell I have.

The aspect which is a massive pain is needing two apps - one for the Door bell, Nest, and one for the Cam Google Home...which I have for the other Google / nest items I have (Toooooo many I think). I did delete teh Nest app thinking the Home app would suffice for both bell and cam...not so. There is a big volume of critism about this topic (Cam not working on the Nest app), so I wont moan more, but can only hope that G update their app and provide a single platform for all cameras / door bells that is at least as reasonable to use as the Nest app is for the door bell.

My regret is that I jumped the gun and purchased the Cam battery cameras too soon (I usually wait for their new stuff to get some sensible review). Since my purchase much has been written about it's bad points...and good ones. At least now I have cameras with battry backup, should I have a power cut.....the only advantage.

Al_HL
Community Member

Hi Javlin, 

Really appreciate you following up and it sounds positive that the power leads have made a difference to the performance - although I feel things like this should be made very clear by Google so that consumers can weigh up the pros and cons for themselves prior to purchase.  

The problem for me is that I do not have any accessible power outlets hence buying the battery versions so now feel stuck with a product that doesn’t work to it’s full potential. 

I totally agree with your other point regarding two separate apps, it’s such a pain (I have a nest doorbell and smoke detector) - really not great integration from google and hope they release an update as you say. 

Thanks

Al

Brad
Community Specialist
Community Specialist

Hey there,

 

I just wanted to jump in real fast and thank you for your feedback. Please feel free to submit your feedback to us. I've put instructions for feedback below.

  1. Open the Google Home app

Google Home app

  1. .
  2. At the top right, tap your account.
  3. Tap Feedback 

and then

  1. tap the type of device you'd like to submit feedback for.
  2. To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
  3. In the feedback summary, write a brief description of your issue.
  4. Be sure to check the box for Screenshot and System logs.
  5. To submit feedback, at the top right corner, tap Send 

 

If you need anything else, please let me know.

Best Regards,

Brad.

Javlin
Community Member

Hi Brad, I could be incorrect but feel that a more public approach with my feedback is more likely to encourage an update of the Home app so that all camera devices operate well on it. Apart from the specific issues experienced by many (not just as identified in this thread, but publicized elsewhere) it would seem that updating the Home App is a necessity. Is that in progress (that is a specific question)?

The other technical items that have been encountered by others and me, and are mostly solved for me but only by having a power supply permanently operating the Cam Battery cameras I have, do seem to necessitate a much better response from Google. Maybe that is only available on an individual basis when Google is requested directly as you suggest in your reply.

When I first came on to this googlenestcommunitu.com I was anticipating that my concerns with Neat Cam would probably not be felt by others...I'm sensing the opposite. In the past I'd have been a strong advocate of Google / Nest products ...that view has dwindled some for sure. Time will tell.

Brad
Community Specialist
Community Specialist

Hey Folks.

 

Thank you for your feedback on this issue. 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.

Brad
Community Specialist
Community Specialist

Hi there, 

 

I apologize for my late response. Thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be. I just wanted to make sure that your issue is addressed. 

  • Do you still need help with this issue?
  • What other troubleshooting steps have you done thus far?

Please let me know if you need further assistance. 

Best Regards, 

Brad.

Javlin
Community Member

Hi Brad, I still have an issue...a few, the lack of reasonable person sensing of the Nest Cam battery and the fact that Nest Cams don't link to the Nest App....you'll have read my full comment I hope (the added power supplies not arriving until 11 Nov 21 is a pain too, but not related to the Cam concerns). If you have fixes for any of this I'm happy to hear. Thanks.

Brad
Community Specialist
Community Specialist

@Javlin

 

It sounds like your device may be defective if it is not sensing properly. Especially if you have gone through the large amount of troubleshooting you have done. Have you contacted support about looking into your warranty for a replacement? 

 

Best Regards,

Brad.

DodgeB2b
Community Member

I am also new to the Google nest camera system, (1st camera install) my whole house is set up with Google. Example 4 Google mesh Wifi, 4 Google Chromecasts, Google nest doorbell battery, wired Google nest floodlamp camera, etc. But I have 2 battery Google nest cameras that you have to be 6 feet in its view for it to start recording and notify. Messed with all the options for 2 days and I'm getting frustrated. Battery Doorbell and floodlamp cameras work great. Also when I go in the app the battery cameras sometimes say they are off and not on idle. I do not have the home/away set on .....