Google nest battery cameras

[Anonymous]

My google nest cams wont work after the last google play store update 18th april? My cameras wont work in the home app they just keep crashing.  Been on the phone to google helpline and they have no answers. Tried uninstalling and clearing all associated app/s data etc etc to no avail.

The home app just crashes as soon as an event is loaded. If i clear all event footage i can operate the app without it crashing as in change settings on cameras etc and turn cameras on and off. As soon as i get a notification of an event and the event loads to the app the app just crashes. The app is complete useless now along with 8 cameras. The cameras are used for monitoring a person with a disability can anyone help me at all with this please?

[MplsCustomer]

@Anonymous 

What do you mean when you say "the home app just crashes"?

The most obvious thing to try is to delete and reinstall the Google Home app, but it seems you've already done that.

Do your cameras appear on the "preview"/beta home.google.com website?

Are you able to access your cameras video feeds in the Google Home app, without responding to an event?

Do you have another phone or mobile device where you can install the Google Home app to see if this happens there?

[Anonymous]

You seem knowledgeable... Is the home app in some way connected to "android system webview" because when the home app updated so did webview and immediately after that the home app started crashing... Im thinking i might clear data and/or disable webview and see what happens 

[Anonymous]

Home app crashes and vanishes from screen as in "crashes"....

Troubleshooting done with google support help "i finally found an overseas number that answered not in Australia though Australia has no google support whatsoever".. Plus my own extensive troubleshooting...

Web version of the home app will let me turn cams on/off thats all no live view at all which i attempted 20 plus times. No event view "which i dont think is available on the web version yet anyways". Google sent me a link to that version...

Yes if the app doesnt crash i can view live feed in the home app for differing amounts of time it may still crash at times though...

Ive noticed as soon as an event uploads to the home app things go haywire. Also attempting to view history the app instantly crashes...

I can sometimes view events through notifications for differing amounts of time sometimes the app will just crash...

No i dont have another device to test with...

All these issues arose after the last google play store update of the home app as in immediately after the update. Its the update plain n simple its not my device...

[MplsCustomer]

@Anonymous 

We don't have Android phones or tablets, so I can't speak to whether this has anything to do with the "android system webview".

Your symptoms are most peculiar; I hope Google Nest Support can do better than it's done so far. In the US, we also have no phone number to call, just the Support contact link (https://support.google.com/googlenest/gethelp).

You're right, the "preview"/beta home.google.com does not provide any video history, only live-streaming. The fact that you can't even get that is quite odd.

Is it possible there is something about your Wi-Fi network that could be causing that; have you made any recent changes? Some customers believe that Google Nest devices are incompatible with new features on new Wi-Fi routers are incomplete, features such as "Self Organizing Networks".

Did Google Nest's troubleshooting steps include deleting and reinstalling the Google Home app? You don't lose any settings when you do so.

[Anonymous]

Uninstalled/reinstalled the home app multiple times and reset everything possible multiple times. The issue arose after updating the home app its the update for sure...

The phone number for google home support is on the small leaflet in the google nest battery cam box. Its in small writing. The phone helpline is a usa ine. All the reps are from the usa.... 

You will get through to an area that is not nest cam support they will then transfer you though. I have now done this on multiple occasions. 5 times today in fact. 

[Juni]

Hi folks,

Thanks for the help here, MplsCustomer

Kimmm, thanks for reaching out. Since the steps didn't work on your end, we'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once done.

Regards,

Juni

[Anonymous]

Forgive me for having a chuckle. As if you can help this forum is window dressing at best.

[Juni]

Hi there,

I wanted to follow up if you are still in need of any help. If so, please fill out the form above.
 

Thanks,

Juni

[Anonymous]

Oh yay another form yippee for me lets make the public think we're helping by asking them to fill out ANOTHER FORM AGAIN... That never leads to anything ever except its not us its you when in fact its the home app having multiple faults

[Juni]

Hi kimmm, 

Understood. Could you provide me with the case number so we can take a look at it. 

Best,

Juni

[Juni]

Hello there,

I want to check if you have additional questions and concerns about your device. Let us know by updating this thread, and we're glad to assist you further.

Thanks,

Juni

[Juni]

Hey there,

We haven’t heard back from you, so I'll be locking this thread in 24 hours. Feel free to create a new one if you have other concerns in the future.
 

Regards,

Juni