Home history won't load preview image, just shows ! In a circle

[MrMortify]

If you click on a history event, it goes into the playback screen and works. Otherwise in history it just looks like below.

[PhantomNoz]

I am having the same issue.

For me it does very briefly load a blurry image of the preview, then turns Grey with the "i".

I have a samsung S10+, it loads and behaves as it should of my GFs samsung S22

[MrMortify]

Yeah, same behaviour on my Samsung Note 10+

[EmersonB]

Hello folks,

@MrMortify and @PhantomNoz thanks for posting here in the community. Let's go ahead and see our options here. You may try these steps:

• Restart your mobile phone and WiFi router.
• Sign out and sign in from the app.
• In case you're still getting the same issue, reinstall your Google Home app or Nest app.

Looking forward to your response.

Regards,
Emerson

[PhantomNoz]

Just tried your suggestions and still having the same issues.

How do you sign out of the home app? Have I missed something obvious? When home app was uninstalled then reinstalled it asked me to sign in, so I'll count that step as done for troubleshooting purposes

[MrMortify]

Hi, have tried all these steps leading up to posting for help. My partner's phone Samsung S8 also has the same experience so it's not just my phone. 

My WiFi is setup as a Mesh across my property so signal strength isn't an issue, and if you click on the preview it loads up fine.

[PhantomNoz]

From the information I've gathered I'm going to take a guess that this feature doesn't work on phones that are more than a couple of years old, I'm guessing that something has changed in the way phones process things, and the home app is only setup to do it the way current Gen phones work, probably because the Google devs/engineers only uses the best and newest devices, so it works for them.

You would think backwards compatibility would be important with products, as not everyone has the latest and greatest.

I'm more than happy to be proved wrong with my theory, if anyone reads this please let us know if this feature is/isn't working on your devices, and what model they are.

Even if we could figure out where the issue lies getting it fixed is another issue in and of itself

[janthadeus]

Hey folks,

Thanks for your patience. I’m sorry you’re still having trouble viewing your camera preview. Let’s sort this out — when did the issue start? How far is the camera from the router? Are there other devices connected to the same Wi-Fi where the camera is connected to? Were there any changes to your Wi-Fi network? Also, are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the camera?

I appreciate the help, Emerson.

Thanks,

JT

[PhantomNoz]

Hi.

I contacted support, and have an open support case, done all the basic troubleshooting, there is nothing I can do to fix it on my end.

This was on the 10th Jan, got an email later that day to ask for more details, and silence since, I'm hoping I will get an update and possibly even a fix at some point, though after multiple dealings with support I'm unfortunately not holding my breath..

[Brad]

@PhantomNoz

I can understand your frustrations with working with support and not finding a solution, but I am afraid we do not have the access to assist you with this in the forum. Support would be your best bet with finding a solution. 

Best regards,

Brad

[MrMortify]

I just bought the doorbell and a few cameras, it's never worked. All features work fine except for this one, network isn't the issue have a Mesh network across my property.

[Brad]

Hi there, 

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad