Home app or Camera issues

[DubD76]

I have a wired 2nd gen doorbell, have an outdoor nest cam battery, & a wired indoor cam. There was an update in July for the home app & since then my outdoor & doorbell have been acting up. I get messages that the video is not ready for play back or that the cameras are offline. It doesn't happen at the same time to the cameras, it's either one or the other having issues. I've reached out to tech & they required a master reset. The outdoor cam was a replacement of a purchase within 60 days, because the night vision was not clear, it was very foggy, 2nd cam was the same issue. I was told that the camera was too far from the Wi-Fi, but the doorbell is less than 10 feet away. I added an extender to my router which sits 2 feet away from the window where the cam is installed, so I total about 5 ft away & that did not solve the problem. So I'm just sticking with the issue of a foggy not so clear night vision cam where the doorbell night vision is so clear. I have restarted the cameras & my routers & no fixes. I have cleared the cache & force stop the app multiple times, I have restarted my phone after doing so. I'm trying to avoid the master reset due to having face recognitions saved of family members & friends and just to start that process over sucks. 

[hcolon00]

im also having issues with Video inst available at this time. Also i have 1min recording and gey only few seconds..fustrating.

[DubD76]

Yes I also get that, you watch the video & then it freezes & unable to watch the rest. I normally have to get out of the video watch another one, then go back into that troubled one & usually that allows me to watch it or I repeat the same steps & then I get lucky. I guess not enough people complaining of that issue for them to fix

[luciaaa]

Hi, @DubD76,

Thank you so much for posting in the community. I understand how disappointing it must be to deal with inconsistent camera performance, especially after trying many troubleshooting steps. I’m happy to help you and find a solution.

To provide the best assistance, please provide the following information:

• Are there other devices connected to the same WiFi where the cameras are connected?
• Have the cameras ever successfully connected to this network?
• Can the cameras find other Wi-Fi networks?
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the cameras?
• What's the status of LED lights?
• Is your phone connected to the same WiFi network?

Since you've already restarted cameras and routers, added a Wi-Fi extender, cleared the app cache, and restarted your phone, please try the following step:

• Check your Wi-Fi router or access point settings for enabled parental controls or firewall security that might be blocking your Nest camera. Consult your router's documentation to adjust these settings if necessary.

If the cameras and doorbell continue to malfunction, you may need to perform a factory reset and re-setup.

Feel free to ask any questions you might have along the way.

Best regards,

Ana

[Afrenchche]

I've also been experiencing issues with Nest devices losing connection randomly since the July update. I've never really had issues before. Just this month I've had two Nest cameras (wired), my Nest temperature sensor, and two Nest Protects lose connection. I was finally able to get the temperature sensor back online today, but now I've lost connection with my Nest doorbell. Nothing in my home network has changed, either digitally or physically. The Wi-Fi signal in all device locations is strong. No other devices or physical barriers. They just stopped working, and I can't get them to reconnect despite trying all the standard solutions up to and including factory resets of each device and removing them from Nest to start from scratch. Frustrating to say the least.

[pereztzum]

Hi everyone!!

I understand how frustrating these persistent issues with your Nest devices can be. It sounds like you've already gone through a lot of troubleshooting steps, and I appreciate your patience.

To better assist you, could you please provide more details about the specific problems you're encountering?

Error messages: Are you receiving any specific error codes or messages on the Nest or Google Home app or the devices themselves?

Camera issues: Can you describe the exact nature of the video playback problems or offline status? Are there any patterns to when these issues occur?

Additionally, I'd like to explore some potential solutions:

Here are some troubleshooting steps you can take if you’re installing your Nest camera or doorbell and it won’t connect to the Home or Nest app.

• Check your camera’s distance to the router
• Restart your camera
• Make sure your home Wi-Fi is working
• Restart your router
• Check for interference
• Check the settings on your Wi-Fi router or access point

To get more information about the exact steps you need to take a look at Troubleshoot connecting to the app during setup.

Remember that we need to make sure our Wi-Fi network is compatible with Google Nest devices, we always recommend connecting Google Nest devices to 2.4GHz Wi-Fi networks.

Here are some troubleshooting steps to try if your Nest Protect won't connect to Wi-Fi, your Nest Protect is not connecting to the Nest app, or you received an error, such as P008 or P013.

• Check the Nest service status
• Make sure the app version is up to date
• Make sure your home Wi-Fi is working
• Move closer to the router
• Restart the router
• Reset Nest Protect and restart mobile device
• Check the settings on your Wi-Fi router or access point.

To get more information about the exact steps you need to take a look at Can’t connect Nest Protect to the app or Wi-Fi

Here is another tool you can use when your devices aren’t connected to a Wi-Fi network.

Hope this helps!

Brandon.

[hcolon00]

I already all of thr above. This had to try fixed. In yoir end. Since last update everything not working. If this does not get fix I'm canceling my subscription 

Thank you

[pereztzum]

Hi there,

I understand your frustration with the persistent disconnection of your Google Nest Cameras I apologize for the trouble you're experiencing.

To assist you better, we'll need some additional information. I'm sending you a secure form where you can provide all the necessary details and also please fill out all the information required.

Please make sure you leave your Community Thread and Community Username.

Here's the contact us form

Once you've completed the form, please let me know. This will allow us to investigate the issue further and find a solution.

Best regards,

Brandon.

[nerys]

Hi hcolon00,

We haven’t seen your form submission come through. Were you able to access it alright? Let me know if you’re running into trouble or still need our help!

If you have more questions for me, feel free to reply to this post. I'll be happy to assist further! 

Best regards,

Nery.