“Couldn’t load video”

[benglert]

Several months ago, I purchased a Google indoor Nest Security Cam 1080p (Wired) - 2nd Generation from amazon. It’s worked well for the past two months and I was impressed but now I consistently get the message “Couldn’t load video” with a retry button below that. When video does load, I frequently see a spinning blue circle and video is interrupted. This is the same at home.google.com or on my google home app using ios.

My internet is great, I’ve reset the router, the camera and cleared my browser cache.

A quick search of these forums reveals others with the same issue have gotten no help, or at least I have not found the post providing an answer.

Thing is I have bought an expensive flood light/camera system. If I can’t get some help with this, I’m returning all this.

The problem isn’t on my end. Other’s are experiencing it, so how do we fix it?

[MplsCustomer]

@benglert 

Unless your camera is defective, the cause for the "Couldn't load video" may very well be Wi-Fi issues.

We've had a battery camera (the same camera used in the floodlight fixture) for over 2 years, plugged in with the optional power cable. Only occasionally do we have trouble accessing a video; I think that's probably due to temporary bottlenecks on Google Nest's servers because we can retrieve the video if we try again.

You could try contacting Support using the link and instructions in the post below, to determine whether your camera has a defect:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[EmersonB · Accepted solution]

Hi folks,

@benglert, thanks for reaching out here in the Community. To know more about this issue, I’d like to confirm, how far is it from your Wi-Fi router? Which Nest Camera do you have? Do you have an active Nest Aware subscription? Try reinstalling your Google Home app and in case you still get the same issue, reset it to the factory default. Just a reminder, all of your event history will be deleted after the reset.

To reset:

1. Locate the reset hole on the bottom of your Nest Camera head. It’s between the power cord and the camera neck.
2. Insert a paper clip, thumbtack or similar into the hole. Press and hold down.

• At 10 seconds, the status light will blink yellow four times, and you’ll hear a countdown tone.
• At 12 seconds, the status light will be solid yellow. When the camera begins resetting, you’ll hear a confirmation tone.

       3. Release the button. Your Nest Camera will restore to its factory settings.

       4. After the factory reset, your Nest Camera will appear as “Offline” in the app until you remove it.

I appreciate the help, MplsCustomer.

Regards,

Emerson

[benglert]

Emerson,

The model number is, GA01998-US. Its probably 25 feet from our router, but that is well within the router's range and its worked well from that location for months. Its actually working well this morning. I do not pay for a nest subscription right now as this was a test camera for a whole house camera system. I'm using the free 3hr of recording and will sub once/if I buy more cameras and doorbell. I wanted to test the quality/connectivity. I've been happy with the camera up until now. Given this has resolved itself, that nothing has changed on my end, and what I've read, I'm wondering if google is looking at improving camera cloud based issues, which is what I think this may be due to. Thanks for your help. 

[MplsCustomer]

@benglert 

It's interesting that your issue resolved itself. From time to time, we've had issues accessing video history, but it resolves itself later in the day or the next day. I do think there are sometimes bottlenecks or issues with Google Nest's servers.

[Holger1]

More unhappy customers:
Same problem maybe? 

[EmersonB]

Hello everyone

@benglert, I appreciate your update and we're glad that it's resolved now. Please let us know if you have additional questions or concerns.

@Holger1, are you having trouble streaming the live feed from your Nest Camera with your Google Nest Hub? 

Thanks,

Emerson