Google App crashing when viewing video playback

[Rgale54]

It’s May 2024 and suddenly I am having a recurrence of nest cam video playback issues. A few seconds into viewing video playback the Google Home App will crash. Many of us had this same issue in 2023 but it was resolved late in the year with an app update. Suddenly it is happening again and has been affecting my ability to view playback for the last couple of weeks.

[sicsacol]

Hi Rgale54,

Thanks for reaching out. Sorry for the trouble you're having with the Google Home app.. I understand it can be frustrating when the app isn't working as expected. Can you tell me if you're able to see the live video of the cameras? Are all your cameras affected, or just some? Have you tried watching the video feed using the Google Home web app? Is the issue the same there?

We recently launched a new version of the Google Home app (v3.16). Can you confirm if your app is updated to the latest version? If the app is already updated, try uninstalling and reinstalling it to clear any potential glitches.

Your feedback is valuable and helps us improve our products and services. Please feel free to share any additional details about the issue.

If you have any other questions, please don't hesitate to reply to this post.

Cheers,

Jonathan

[Rgale54]

Yes, I can see live video with the cameras. It is just the video playback that seems to cause the problem. All cameras are affected. It doesn’t seem to happen with the web app or on my iPhone. Only on my iPad which I confirm is running the latest version of the Google Home app. I had transferred some of my 1st Generation nest cams that were using the Nest app into the Google Home app so I thought that might be the issue. However I have now transferred those cameras back to the Nest app and I am still having the problem with the Google Home app crashing.  I am running the latest version of the iPad OS (17.4.1) and the latest version of the Google Home app (3.16.104).

[sicsacol]

Hi Rgale54,

Thanks for posting and sharing this information! To help me understand the situation better, could you tell me a few things:

• Which device are you experiencing this problem with (phone, tablet, etc.)?
• Are you seeing any error messages, or does the app just crash unexpectedly?
• Have you tried using the app on another device to see if the issue persists?

My team also would like to know more about this Home app behavior. When you get a chance, please fill out this form. Let me know when you’re finished. We’ll have someone reach out to you via email from there.
 

In the meantime, feel free to reply to this post if you have any other questions.

Cheers,

Jonathan

[Rgale54]

Whatever was causing the problem seems to be resolved. I am no longer experiencing any issues with video playback on my iPad.