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Google Home software slow with errors

Harriflex16
Community Member

When attempting to view Camera History, the Home software is very slow, continually suggesting the event has been deleted or unavailable. In looking at alternatives within the App, then returning The Video History shows the video action within the thumbnails, yet the full video does not play. The Nest Doorbell nearby shows the video via the Nest App. Why the difference between the two Apps, when the Mesh wifi extenders are so close to each other?

16 REPLIES 16

Brad
Community Specialist
Community Specialist

Hey there,


Thank you for bringing up the concern you're experiencing, I would love to look into this further for you. The first troubleshooting step that I'd recommend would be to restart your device. This process should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.


Best regards,
Brad

AbigailF
Community Specialist
Community Specialist

Hi Harriflex16,

We’d like to check in again in case you have any further questions or concerns. Feel free to reply to this thread and we’ll help you out.

Thanks, 
Abi

AbigailF
Community Specialist
Community Specialist

Hello Harriflex16,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Cheers,
Abi

I’ve tried all the suggestions, restarting etc. no change to the many issues, interestingly my iPhone is quicker to respond than my iPad, although still very slow. I’m now just resigned to the fact that the software is not as good as it should be and therefore await suitable updates. 

AbigailF
Community Specialist
Community Specialist

Hi Harriflex16,

To clarify, do you currently have a Nest Aware subscription? Also, what is the date of the event you're trying to check on your Google Home app? We'll wait for your update.

Regards,
Abi

Hello Abi, thank you for your interest. Yes I pay the annual subscription. As one example there was a parcel delivery attempt made on the 29th at 12:28 recorded on one garden camera. The Front Door camera didn’t record this. In my attempts to view this the App crashed. Why are the two cameras different in their software? The process for checking full Video History is different when clicking on Links. I purchased 3 additional Google Mesh Wifi extenders to cover different zones in my small property. It’s disappointing to experience such a poor Wifi signal within a range of approx 20ft from one master room next to the main Router,  to two adjoining rooms. 

janthadeus
Community Specialist
Community Specialist

Hey there,
 

Thanks for the information. We appreciate you checking that for us. Let’s get this sorted — a few questions: how far is your doorbell from the router? Are there other devices connected to the same Wi-Fi where the doorbell is connected to? What troubleshooting steps have you tried aside from restarting the doorbell?  Also, are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the doorbell?

 

Going over the steps here might help:

 

  1. Uninstall and reinstall the Nest app.
  2. Verify the device’s Date and Time settings are correct and automatically set:
    • Settings > General > Date and Time.
    • Tap Set Automatically > toggle it off and then back on.
    • Make sure that the timezone, date, and time are correct.
  3. Go to Settings > Privacy > Location Services > Nest.
  4. Switch to a different Wi-Fi network, if one’s available > if possible, switch to cellular data.
  5. Restart your router, unplug it from the power outlet, wait for 1 to 2 minutes. Then, plug it back in.
  6. Power cycle your phone, turn it off for 1 to 2 minutes. Then, turn it on.

Let me know how it goes.

 

I appreciate the help here, Brad and Abi.

 

Thanks,

JT

Ebedia
Community Specialist
Community Specialist

Hi everyone,

@Harriflex16 how's it going with your Nest Camera? We would appreciate it if you could share with us the information we're asking above. Also, were you able to perform the suggested steps that JT has shared? We'd be glad to hear from you — We'd like to make sure everything is working.

 

Thanks for answering, Brad, Abi and JT.

Regards,
Emerson

janthadeus
Community Specialist
Community Specialist

Hey folks, 

 

How's it going with your doorbell? Still need our help?

 

Thanks,

JT

janthadeus
Community Specialist
Community Specialist

Hi there,

 

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help. 
 

Best,

JT

Armenakab85
Community Member

I too have this issue. The notifications are really slow. I had deliveries leave because I was not notified until about 5 minutes after. And even when I do get notifications and try to check, the app tells me to check back later and the video is not available. This is across the board on all my nest door bell and the Google flood light cameras. 

Brad
Community Specialist
Community Specialist

@Armenakab85

 

I would suggest that you follow all the troubleshooting steps that have been shared in this thread, and let me know how it goes.

 

Best regards,

Brad

Armenakab85
Community Member

I've tried everything. Resetting my router multiple times, resetting the devices multiple times. I also have a separate network that's 2.4ghz that is strickly for the cameras. 

Only thing I haven't tried is getting rid of this system and going with something else. Right now it's starting to look tempting. 

Brad
Community Specialist
Community Specialist

@Armenakab85

 

Have you tried to set up your cameras on a faster network, like a 5ghz network? The faster, and steadier connection, the better. When you state you reset them, are you referring to a restart or an actual factory reset?

 

Best regards,

Brad

Armenakab85
Community Member

 yes I've tried both 5ghz and 2.4ghz. I've done a power reset. No  factory reset. Changing networks is a painful. I have to have an electrician come and get up on the latter to reach the cameras. 

Brad
Community Specialist
Community Specialist

@Armenakab85

 

As much as an inconvenience this may be, manually factory resetting your cameras is going to be my main recommendation at this time. You're welcome to choose what you would like to do next. Please let me know.

 

Best regards,

Brad