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Camera buffering / freezing

JULZM3
Community Member

Hello all!

So, I've seen plenty of posts about the most recent APP update that has now messed up our cameras. 

I am constantly having to force quit the app and reopen so I can view my camera. It continues to buffer / freeze.

And BRAD, if you are reading this (support person). Please STOP closing these threads so we have to start a new one. The issue is NOT fixed, so why do we have to continue to make new posts about this? All info in ONE thread would be better then sifting through hundreds of others .

And I have tried every single recommended fix you guys have said, you've even sent me a NEW camera to "fix" it. It worked one day and reverted back. I sent screen shots of my connection speeds etc. so it is not that.

 

So what will next do to fix this issue? I have 5 cameras that are in-operable.

Thank you.

1 Recommended Answer

Brad
Community Specialist
Community Specialist

Hi folks.

 

Starting June 14th, the Nest app 5.68.1 update will begin rolling out to iOS customers. This rollout will happen over the next week, so customers may not see their app automatically update before we've fully rolled out the app. This app contains a fix for customers who reported video history playback and camera viewing issues in the previous 5.68 app release on iOS. You can check out this help article for some troubleshooting tips and tricks. 

You can also check out this help article for some troubleshooting tips and tricks. If those steps don’t work, please reach out to us via phone or chat here, and we’ll be happy to look into this further.

 

Best regards,

Brad

View Recommended Answer in original post

43 REPLIES 43

EmptyNester
Gold Product Expert
Gold Product Expert

Hi Julzm3,  I'm an end user like you. I have a similar problem were I get an alert that a camera see motion so I click to see what is going on and all I get is the spinning wheel of deaths.  I have done a bunch of trouble shooting as well.  My conclusion is that that is an issues at the Google Server level that they have to fix at their end.  

I agree 100%. With google being who they are, WHY has this been an issue for the past 4 months. Sounds like something they aren't really caring about.

Google‘s business model is to blame the inuser for everything. If you notice over on Twitter, they have a holier than thou attitude. I spent many years designing call centers and proper responses for call center Scripts were never. Hi, We stumbled over your post.  If you think about the statement, we stumbled over your post. It says you were in our way, and we stumbled over your dead body. Trying to get where we were going. That is not a proper call-center response.

Everything is the end users fault to google. Most  of us have some sort of streaming device in our home. If a device that we used to watch television buffers, that means it’s trying to pull the information from the cloud. What we are noticing is the same thing. We are unable to pull down from the cloud the videos in our timeline, that is a server-based error. Will Google admit it? Never! It’s always our fault and we have to do all the troubleshooting. Some of us have even changed. Internet providers, faster speeds, invested in new hardware, with no resolution. 

antgann
Community Member

this is bad news...my wife uses the camera when my baby is asleep.  It helps her do what she has to do while keeping a eye on them.  All she gets is a circle of death/buffering BS.  we are so fed up we even took out our back 2.4 GhZ cam for time being since its so critical.  I'll defiantly be looking to change my cam setup.  i currently have 4 cam's and pay for the nest aware subscription. 

JULZM3
Community Member

Same here for our two kids. Yesterday I made this post, because she called me screaming how camera froze and she missed my child climbing his bookcase!

Needless to say now that the bookcase is in the basement now!

Bdubs
Community Member

This is nuts I have two kids also that depend on me watching that they are safe. Literally children’s lives are at stake. Need a fix 

Debbieinwv
Community Member

We have the same exact buffering issues.  I’m sick to death of it.   Why can’t anyone fix this problem????

My guess is that we haven't made enough "noise" about it. I have over $1k in cameras from them and I pay the subscription. This has rendered my cameras USELESS. 

They should be refunding us at this point.

chap2209
Community Member

Same problem here. 

We are now unable to check on our 2 young kids. 
It drives us crazy. We have now no other choice then to buy new camera from another company. 

We also told everyone not to buy Nest Camera. I can't believe Google can't fix that issu. We already had tech come in our house to fix the problem. I should have kept that money to buy new camera. 

PLEASE Google do something. 

And BRAD, thanks for the help but we've tried everything you said. Nothing works

JULZM3
Community Member

My thing is, since Monday why has no SUPPORT person even commented on this thread? This B S.

EmptyNester
Gold Product Expert
Gold Product Expert

Hi Julzm3,  Google support does not really monitor this site as it is only a user forum.  They only chime in every now and then. If you want to hear back from them you must open a support ticket here at this link:

https://support.google.com/googlenest/gethelp

 

Already done this. They checked all my settings and connection speeds and then even replaced the camera. I still have the issue.
I've been on the phone for a total of 4 hours and 7 minutes with them about this..

Google doesn't care about this sight.  NO ONE from Google Corporate monitors this forum.  Google is only concerned with their social media presence of how wonderful they are and how they design such amazing products.  

MplsCustomer
Bronze
Bronze

On other user forums I see active, productive participation by company representatives. It is concerning that Google Nest Support and Google Nest management seem to deliberately ignore this forum, or tell us we have to enter feedback using our phones.

Can you tag the link? I'll go on there!

@JULZM3 

I'm not sure what link you're looking for.  @EmptyNester   provided the Support link above (https://support.google.com/googlenest/gethelp).

You said on "other" forums, they are replying. I'd like to view that forum

@JULZM3 

I was referring to user forums sponsored by other companies for their products (like Apple). Unlike Google Nest, representatives of those companies provide at least some support in their user forums.

Apple almost never responds to user complaints.

Brad
Community Specialist
Community Specialist

Hey folks,

 

I just wanted to apologize that we closed your thread sooner than you would have liked. We as Community Specialists are primarily here to moderate these Community Forums. Part of that role requires us to close and lock threads if there is limited, to no activity. It is not required for the issue to be resolved for the thread to be locked and closed. I understand that this process may be frustrating, but Community Specialists are still required via our title, to manage our communities this way.

 

Best Regards,

Brad

S3bryan
Community Member

Thought I would chime in.  Google bought nest which by the way was founded by Tony Fadele. formally of Apple. I mentioned this because the nest app is very clean. Functional and professionally created. Google is an Internet search engine who makes billions collecting information. Google decided they don’t have enough information in the best way to do that. Is to buy a company. They purchased nest for the data that we happily turn over from everything with her thermostats to how often our doorbell‘s ring to how often are cameras, capture motion and so on. Google then went on to create their robot operating system. If you look around, the android is in most everything these days. Even smart, exercise bikes, to car radios. They even came out with their own cell phone. All of this is the collect data , nothing in Google’s business model is relative to customer support. My point, Google is aware of the issues with the cameras, not being able to view the timelines. It’s all over Twitter and other blogs forums. what Google is concerned with is making sure their presence is known at Coachella with their pixie Dixie phones. What is sad? Is those of us that have invested in the nest ecosystem and continue to pay them for the privilege of using it. The hardest thing for those of us on these forms is there is not one lawyer among us, who is pissed off? That Google does not take seriously the implications of a camera that is useless and is sold as a security device.  
and on that note, I think we should lock this forum as it has been more than 24 hours since it’s been opened. If you were still having trouble, I suggest you go over and send a tweet or a twerk or a tiktok. As Google is only interested in social media. Self promotion.  

Sebnest
Community Member

Même problème avec mes camera depuis la dernière mise à jour ça dure depuis deux mois maintenant et je suis avec le support mais il ne veulent pas reconnaître le problème malgré les vidéos envoyer pour prouver ma bonne fois , on est laissé a nous mêmes, il faudrait que beaucoup de personnes se manifeste pour faire bouger les chose , c’est lamentable 

Sebnest
Community Member

You have to escalate the problem to Apple so that it moves google

Apple assured me that it did not have the right to leave users like that with a flawed application

Makes the maximum claim to Apple please

Link:

Http://www.apple.fr/feedback

Sebnest
Community Member

New version 5.68.1, it seems to work well at home. We have to see with time now. One thing is certain, if it works I would no longer update the version because Google does not test the equipment enough before going into production.Thank you for making a return on your side

JULZM3
Community Member

Thanks for letting me know! I updated this morning! Let's see how it reacts

Debbieinwv
Community Member

Great info.  I currently have 5.68

How can I obtain the newer version?  Thanks 

Go to the app store and type in nest app. Click the ICON not the "open" button. Then it goes to the developer page/summary of what app is. Once you get to that, it will change the button to "update"!

Just did it this morning, lets see how it reacts today!

S3bryan
Community Member

You have developer mode enabled on your device?  That’s not an option for “regular” users 

JULZM3
Community Member

I don't. Just click where I said and it will work. It's the page where the developer or whomever explains what the app is. Just hit the NEST icon once you search for it.

Brad
Community Specialist
Community Specialist

Hi there,

 

Just checking in to see if you still need assistance with this issue as there's been a lapse in activity. 

 

Best regards,

Brad

Brad
Community Specialist
Community Specialist

Hi there,

Thank you for your feedback. I am afraid that we cannot assist you in the forums with a Support claim. You will need to work with Support. I am 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.

Best regards,
Brad

Debbieinwv
Community Member

Thank you

Yes, it is an improvement, but still needs more work. 

Ruud
Community Member

Hi,

I am also a user and have my opinion about the malfunctioning NEST App, since 5.68.0. I think it's outrageous of Google, especially because it's sold as security tool, along with paid subscriptions, NEST AWARE.

I saw that Update 5.68.1 has just been released with Bugfixes. I installed it and my very first impression is positive.

AdrianaM11
Community Member

Yes, it is an improvement, but still needs more work. Even with top speed Internet service, I’m still getting the blue buffering circle and missed events (shorter times than before). I DON’T like the Google Home app for viewing cameras… clumsy user interface, can’t save clips.  And soooo disappointed when I bought a Google Max Hub to view cameras… you can only view one camera at a time!    An iPad works far better and shows one screen with ALL cameras in preview.

Glad to see this Nest App improvement, hope work continues on it.

Sebnest
Community Member

Yes, I paid two months of subscription for nothing and I asked for a refund of €20 but they don't want to know anything

From the time of nest support before being bought by Google we had the right to compensation, but now finished because google is a big company and therefore less respect for its customers because we are not essential to them, there are other users behind

Frankly, I really regret the nest team

I’ve been paying a monthly fee for years.  For the last 6 mo I’ve paid it for absolutely nothing.   Not happy. 

chap2209
Community Member

a lot better since the last update 

phil

Ruud
Community Member

Hi,

I used this email address to complain to Google and my request for a refund of 2 months in subscription fees: #

I'll probably end up with nothing again, but I'll give it a try. Maybe better if others do this too.

Kind regards,

Ruud