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Google Nest Battery Cameras "The camera is offline" But Still Get Detection Notifications

bmangaman
Community Member

TL;DR: Google Nest Battery camera stopped displaying a live video feed ("The camera is offline") after a few months via the Google Home app on multiple devices.

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I purchased two (2) Google Nest Battery cameras in April of 2022 (about 4 months ago). There were no problems initially. I was able to setup and connect them to the Google Home app. Both are plugged in to power (not using the battery). I was able to see the live streaming feed and historical recording.

About a few months ago, the app started to consistently say "The camera is offline" when I try to view the live video feed for either camera. I have home-away setup for recording alerts, and when I am not home, I still get alerts from both cameras when they detect motion. This happens with two (2) Pixel 6 Pros and one Samsung Tab S8 Ultra (Android 12 and 13).

Google Home app seems to be up to date on all devices (2.56.23.3 on Pixels, Android 13) (2.56.1.11 on Samsung, Android 12). I have also tried uninstalling and reinstalling the app. The router is not far away from the cameras (no more than 30-40 feet away) and neither the cameras or router changed since installation. I tried unplugging and replugging the modem, router, and cameras - still no luck.

 I have three (3) Nest Cam IQ (Indoor) that work via the Nest and Google Home apps without issue. I also have a wired indoor Nest Cam (current generation) that also works without issue - its just the two (2) indoor/outdoor Google Nest Cam Battery units that do not want to live stream with the Google Home app.

Besides completely resetting the cameras, are there any other troubleshooting steps I can take? Can I get some insight on why this is even happening to $180 cameras?

 

Thanks for any help and/or feedback!

6 REPLIES 6

Brad
Community Specialist
Community Specialist

Hey there,


I am terribly sorry to hear that you're having this issue with your Nest camera! I'm sure it's frustrating but I'm happy to look into this and see how we can help out. The first troubleshooting step that I'd recommend would be to Restart your device. By doing this, it 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

bmangaman
Community Member

Hi Brad!

I would assume restarting the cameras would be unplugging and plugging them back in? If so, that was the first thing I did. Unfortunately that did not solve the issue. 

Brad
Community Specialist
Community Specialist

@bmangaman

 

You can also try to Factory Reset the device, but you would lose the footage. It is an excellent troubleshooting steps to take if you are willing. I wanted to remind you of some Important things to know before you factory reset. After you factory reset your camera or doorbell:

  • Your camera will forget your Wi-Fi network name and password.
  • Your camera will be "Offline" in the app. You won't be able to use it until you remove it from the app and reconnect it.
  • Any custom camera settings will revert to default settings.
  • If you want to save any video footage, before you factory reset, create video clips or timelapses and download the files to your phone or computer.
  • If you have a Nest Aware subscription and you plan to continue using your camera or doorbell with the same account, do not cancel your subscription.
  • If you plan to get rid of your camera or add it to a new account, before you factory reset, cancel your Nest Aware subscription. After you cancel, your camera's entire video history, Activity Zones, and snapshots will be erased as soon as you remove your camera from the app. Once your video history and snapshots are deleted, they're gone forever. They cannot be recovered. We do not keep backups.

Important: Because a factory reset permanently erases the items listed above, we don’t recommend doing it as a troubleshooting step until you’ve tried restarting your camera and other troubleshooting options.

 

Best regards,

Brad

aatienza
Community Specialist
Community Specialist

Hey folks,

 

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

I appreciate the help, Brad.

 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey folks,

 

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.
 

Thanks,

Archie

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread.

Best regard,
Brad