Cameras not working for household member added to Google Home

[Jkikeriii]

I have 3 older Nest cams and a new Google indoor/outdoor cam that was just added. It required me to create a Google Home account which I did successfully, and am finally able to access all 4 cameras there. I then followed the process to add my wife as a member of the Household (a “Manager”) and although she downloaded the app, accepted the invite and can see the info in the account for all 4 cameras, they are not working on her phone/account (wheels just spin and says cameras are offline even through I’m literally looking at them working right next to her on my phone and we’re on the same WiFi network). I saw another post where someone mentioned something about them having a similar issue that was resolved by accepting Nest’s terms of service, but she never received anything other than the Google Home invite (no additional prompts outside thereof for Nest, etc.). Can someone please tell us how to fix/resolve this??

[Jkikeriii]

Can I please get a reply/some help here @Google

[mejiacruz]

Hi @BigStu,

I understand how frustrating it must be to have your wife unable to access the cameras even after following the correct steps. It sounds like you've already tried a few things, but it's still not working as expected. Let's see if we can get to the bottom of this.

First I’ll need to gather some additional information:

• What is the make and model of your wife’s device?
• Which app are you using? (Google Nest or Google Home)
• Is your wife using the latest version of the app?
• Does she have access to manage any other device in the app?

With this information I’ll be able to provide better support.

Regards,

Josh

[MaureenR]

I am having the same issue with my partner. He’s accepted and joined our home network. He can see and control our speakers. The videos keep spinning and says offline. He has an iphone15, latest version of the Home app, is on the same wifi network 

[mejiacruz]

Hi @MaureenR,

Thanks for sharing all the information, I would like to confirm if your partner has access through the website https://goo.gle/2UZL8VI. This will help us to confirm if the issue is with the process of adding your partner’s account to the structure or if the app on his device is the one with bugs.

Please try logging on the website using your partner’s account and test if he can get access.

Best regards,

Josh.

[MaureenR]

Thanks Josh

He followed the link you gave and he had access to the Home account, however the 2 cameras  and speakers do not show in any list like they do on the app.

On the app, he has access to the speakers and it allows him to click on the 2 cameras, however the cameras still say offline.

[mejiacruz]

Hi @MaureenR,

Thanks for letting me know. I'd like to confirm if you checked if the website structure matches the app's. Could you share some screenshots of your view on both the website and the app so we can compare them and identify any specific issues to work on?

Best regards,

Josh

[MaureenR]

The first photo is from the app

The second two are from the web. In the last photo, when we click on cameras, it goes back to the second photo.

 

 

 

[mejiacruz]

Hi @MaureenR,

Now I understand the issue you're describing. Based on the screenshots you've shared, we'll need to investigate this further. For your specific situation, we'll need to escalate the issue to our support team. Please fill out this form so we can initiate the escalation process and ensure your partner can access your cameras using their own account.

Please keep in mind that the form needs to be filled out completely in order to provide you with better support and let me know once you are done so I can do the follow up.

Best regards,

Josh

[mejiacruz]

Hello again, 

We haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help!

Josh

[MaureenR]

Good morning 

Thanks for checking in.

I tried the link to accept last night that was sent but it didn’t work so I thought I’d try again this morning. There are some other suggestions in the email made which we will try and get back to both of you.

Thank you

[mejiacruz]

Hi @MaureenR,
I see that you are having issues with the link while sending it to your partner, you could try removing him and send the invitation one more time. Please keep me posted so we can do a follow up on your case if the escalation is needed.

Regards,

Josh