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Google Cameras - No Video Coincident with Nest Transition to Google Home

Acewhitby
Community Member

I have 7 nest cameras , a Hello doorbell  and 2 google Cameras.  Coincident with the ability to transition the 7 nest cameras to the Google Home app, my two Google Cameras (one indoor wired, and one outdoor battery) have now stopped transmitting live video.  Some history does seem to be available, but certainly not all.

Everything was working perfectly prior to the nest transition period.  The cameras are within 10-15 feet of the nearest access points.

Both Google Cameras have been factory reset, which failed to solve the lack of video.

I am running a Ubiquiti UDM Pro network with multiple meshed access points

 

6 REPLIES 6

MplsCustomer
Bronze
Bronze

@Acewhitby 

Have you tried contacting Support, using the link and instructions in this post?

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

It seems pretty odd that moving your 1st gen Google Nest cameras to the Google Home app would cause your 2nd gen Google Nest cameras to stop transmitting live video and to lose history, unless the "Public Preview" version of the Google Home app is REALLY unstable.

EdmondB
Community Specialist
Community Specialist

Hello Acewhitby, 

I'm here to assist you with your Nest Camera streaming issue. We'll work together to identify the cause of the problem and find a solution. Just to check: what is the status LED light on those 2 Nest cameras? Are there any changes in your WiFi network settings? Do other Nest devices encounter the same issue after you migrate your account to Google? 

Thanks for the help, @MplsCustomer.

I look forward to your response.

Best,
Edmond.

I have created a ticket with google for this problem.  It has been escalated to third tier support after a 2 hour chat conversation with Google first tier support, then a subsequent chat with a senior product advisor.  These chats covered all the basic troubleshooting steps (network config, Home app versions, Iphone and Ipad versions etc etc)

 

Status lights on both cameras are solid green, indicating they are connected and should be displaying video.

Network and Wifi are stable, and unchanged.  Cameras are all within 10-15 feet of Access Points (connectivity in the <40db range).

 

I migrated 4 of 7 nest Gen1 cameras - all failed to display live video.  those that had not been transferred continued to display as expected on the home app.  I have since transferred everything back to nest.  The gen 1 cameras are all operating as expected in the old nest environment.

EdmondB
Community Specialist
Community Specialist

Hello Acewhitby, 

Thanks for providing all the information. Could you please share the Case ID when you contact our support so that we can further check?

Best,
Edmond

Case ID is 9-4029000035497

EdmondB
Community Specialist
Community Specialist

Hi there, 

Thanks for providing the Case ID. It seems that your case has already been escalated to our highest level of support, and usually they will send an update via email if they need more troubleshooting or information on your Nest Camera to further assist you. 

Let me know if you have additional questions.

Regards,
Edmond