Can’t get video from Hub. Camera and mic on but won’t connect to my phone.

[AllanPaul]

Can’t get video from Hub. Camera and mic on but won’t connect to my phone. All other camera are fine.  Help. 

[Td]

I’m having the same problem - just a black screen 

[Princesss]

Hi folks, 

Thanks for visiting the Community.

We're sorry to hear about this experience with your Google Nest display. Could you please tell us what's the exact command you're trying to stream your camera? Also, when did you start noticing this?

We'd love to know more about it so we can try some steps. Keep us posted.

Best,

Princess

[Td]

It’s been happening for about a month. Log  into google home on iPhone, click to access all cameras. All show up Black saying “cant access this camera. Click the actual camera to see takes 10 secs to load and screen is black but connected and can access mic. Have deleted and redownloaded app, Restarted phone, logged in and out, forced closed etc

[Juni]

Hi Td,

Thanks for the details you provided. Sorry that you are still experiencing the issue. Could you provide the Google Home app version installed to your phone? 

Also, to further isolate the issue you can use another phone then observe if you will get the same behavior.

Looking forward to your response.

Thanks,

Juni

[Td]

It is version 2 63 110

It is still happening and when I go Into history to view a clip it is also black but has sound 

[Princesss]

Hi Td,

Thanks for responding. Have you already tried performing a complete reset to your Google Nest Hub? Let's go ahead and try that first to see if this would make any changes.

Let us know how it goes.

Best,

Princess

[Td]

Reset did not help. List of cameras is still black but can hear active sound. When go into to review a clip time counts and bar moves but video is frozen 

[Princesss]

Hi Td,

Thanks for trying the steps. Could you please provide the cast firmware version of your Google Nest Hub?

To check which firmware version you're on, follow these steps:

1. Make sure your mobile device or tablet is linked to the same account as your speaker or display.
2. Open the Google Home app .
3. Touch and hold your device's tile.
4. At the top right, tap Settings Device information.
5. Under "Technical information," find Cast firmware: X.XXX.XXXXX.

Looking forward to your response.

Best,

Princess

[Td]

Can not find that information on the cameras tiles. I am Having issues on the app viewing the cameras

[Princesss · Accepted solution]

Hey there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[AllanPaul]

Thank you for your suggestion. I had to relocate the hub next to my modem to get connectivity, then return if to my bedroom some distance away. Once the connectivity was established at the modem the hub held the signal when the hub was returned to the bedroom some distance away. 

[Princesss]

Hi AllanPaul,

Wow! That's awesome! Glad to know it worked.

Let's keep on monitoring your device's behavior while I keep this thread open for 3 more days. Update us anytime if you experience any issues with it. Sounds good?

Best,

Princess

[AllanPaul]

Now that my hub has been activated, I get messages occasionally that there is movement in the bedroom… when the lights are out and there is no one in the room. Weird.  

[Princesss]

Hi AllanPaul,

That's weird. Is it happening since it was successfully working or just one instance?

Best,

Princess

[Princesss]

Hi td,

We appreciate all your efforts. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Best,

Princess

[Princesss]

Hi td,

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess

[Princesss]

Hi AllanPaul,

I've seen that you have been assisted via email. I'll consider this post as complete and will lock the thread in 24 hours.
 

Best,

Princess

[AllanPaul]

Success