Camera event “couldn’t open”

[Itof]

Every time I try to add an event it won’t open and I get an error message “couldn’t open” then I click the open cam button and it brings me back to the live feed, it’s stuck in a loop.

[MplsCustomer]

@Itof 

This is a new defect that has been reported by numerous other customers as well. Google Nest has merged several other threads into this combined thread:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Unable-to-create-or-modify-activity-zon...

[EmersonB]

Hi Itof,

Thanks for reaching out here in the Community. To know more about this issue, I’d like to confirm, what do you mean by trying to add an event? Which app are you using when adding an event? Please share the screenshot of the error here.

Looking forward to your response.

I appreciate the response, MplsCustomer

Regards,

Emerson

[MplsCustomer]

@EmersonB 

It happens on iPhones and iPads when using the Google Home app to access Notifications, Activity Zones, or Seen events.

In place of the screen showing Activity Zones, we get a black screen saying "Couldn't turn on" and "Open camera" even though we were accessing our camera's live feed, we can immediately resume viewing the live feed, and the camera is plugged in and "Live" at all times. When we get the black screen, we cannot access Notifications, Activity Zones, or Seen events.

I can't attach a screen shot because today it is working. For the last couple of weeks, it works on some days and fails on other days.

I've sent in NUMEROUS Feedbacks with screen shots from both of our iPads and from our iPhone. It's happened on iOS 17 and iOS 17.1.1, and it has also happened on our older iPad which can't upgrade from iOS 16.  All three devices are on the latest version of the Google Home app.

Today it's working on all 3 devices. Yesterday it was failing on all devices. The camera is online and "Live" at all times.

I think something on Google Nest's servers is flaking out at times, resulting in this erroneous "Couldn't turn on" message.  Couldn't turn on what?  The camera is on. And clicking on the "Open camera" link just returns to  the live stream from which I came.

[MplsCustomer]

@EmersonB 

Today, Notifications, Activity Zones, and Seen events are not working again, resulting in this erroneous "Couldn't turn on" message.  Couldn't turn on what?  The camera is on. And clicking on the "Open camera" link just returns to  the live stream from which I came.

[EmersonB]

Hello MplsCustomer,

Thanks for your update and for sharing the error with the screenshot. To make sure we're on the same page, is that your screenshot from your iPad? Have you tried reinstalling your Google Home app and restarting your Nest Cameras? 

Let us know how it goes.

Best,

Emerson

[MplsCustomer]

@EmersonB 

The screenshot was from my iPhone.

The Nov. 7 update to the Google Home app (version 3.9.104), which we received and installed Nov.13, seems to have corrected the problem; we haven't seen this error since then.

[EdmondB]

Hey everyone,

@MplsCustomer, thanks for letting us know. We just rolled out an update last week on the Google Home app, and some of the Community members confirmed that it was fixed after they updated their Google Home app to version 3.9. 

Thanks for the help, @Emerson. 

Let us know if you have additional questions.

Best,
Edmond