Cameras appear offline in app but still recording

[joseph1061990]

Hi my cameras all appears offline  in the app but still recording and connected to wifi. Anyonve experiencing this issue? I believe this issues happend last 2023 i dont know why it happend again

[virnab]

Hi joseph1061990,

Thanks for reaching out to our community.

I’m sorry to hear that all of your cameras appear offline in the app but are still recording and connected to the WiFi network. Thank you for letting us know that you had this inconvenience in 2023. No worries, help is here.

Before I start further troubleshooting, let me ask you a few questions:

• What model of Nest camera devices do you have?
• When did the issue start?
• What app are you using to control your cameras?

• Is the app that you use to control your cameras updated?
• How far is the camera from the router?
• Are you using an iPhone or an Android device to control your cameras?
• Do other devices experience slow internet speeds?
• What troubleshooting steps have you done so far?
• Is your mobile device connected to the same WiFi network as your cameras?
• Can the camera find other Wi-Fi networks?
• What Wi-Fi frequency band do you try to connect your cameras and your mobile device to (2.4 GHz or 5 GHz)?
• What is the make and model of your router?

Thanks for your kind attention; I will be looking forward to hearing from you.

Best regards,

Virna

[nedyah700]

I am have a similar issue. Been happening for about a week and is getting worse. I've migrated all my legacy Nest cameras to the Google Home app. Randomly some of them will go offline for 30/45 minutes. But i know they are not actually offline because recording history is immediately available. It's incredibly frustrating.

[virnab]

Hi nedyah700,

Thanks for reaching out to our community.

I’m sorry to hear that you’re experiencing a similar situation with your cameras as reported in this thread. I appreciate the information that you’ve provided about your case to assist you better.

Before I start further troubleshooting, let me ask you a few questions:

• What is the model of the Nest camera devices that are going offline?
• When did the issue start?
• Is your mobile device up to date?
• How far are your cameras from the router?
• Are you using an iPhone or an Android device to control your cameras?
• Do other devices experience slow internet speeds?
• Can the cameras find other WiFi networks?
• What WiFi frequency band do you try to connect your cameras and your mobile device to (2.4 GHz or 5 GHz)?
• What is the make and model of your router?

In the meantime, please try the following troubleshooting steps:

1. Remove the Google Home app from your mobile device and install it again. 
2. Reboot your mobile device.
3. Restart your cameras.
4. Reboot your router following the instructions:
1. Unplug the modem and router power cords. All the lights on the modem and router should be off.
2. Wait for 30 seconds, then plug the modem and router back in.
3. The modem and router restart. Wait a couple of minutes or until the router shows a steady power and connection lights. 

Once you’ve restarted your router and modem, check if the camera has come back online.

Thanks for your kind attention; I will be looking forward to your response.

Best regards,

Virna

[Awff]

Got this issue today. One of my cameras just randomly decided to go offline. I can see the timeline it is still capturing events, but I can’t view any of it or even do live view

[virnab]

Hi Awff,

Thank you for reaching out to our community.

I'm sorry to hear that one of your cameras randomly went offline. Thank you for informing us that you can still see it capturing events in the timeline, but you’re unable to view any recordings or live footage. No worries; I'm here to help.

To assist you better, I would appreciate it if you could answer the questions I posted in this thread. I would also like to know if you've already tried the recommended troubleshooting steps mentioned in the previous post of this thread.

Thank you for your attention. I look forward to hearing from you.

Best regards,

Virna