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Live Video Unavailable. The Camera may be unreachable or saving battery

maverickwatson
Community Member

My nest cam worked for a couple weeks great, but the live feature has subsequently stopped working.  I get movement notifications, and can view the recorded history, but no dice on the live video. I've tried resetting it, updating the app, turning the camera on and off and also unable to comment on the previous threads on this same topic.  

I'm at a loss of what to do next.

25 REPLIES 25

tbGoogNester22
Community Member

Ok, there is a bug and this has happened twice now with 2 different cameras but the same exact way.   I had both working fine, decided to stream the camera on my google home hub (small screen) and on both occasions, it stopped streaming after a period of time, 5 minutes plus, not sure.   Anyway, from that point on both times on two different cameras, I was no longer ever to get live video even though the recordings were happening and things showed up in history.   Even battery status would update after recharging.  Rebooting the cameras (5 second button push) did not help.   The only way I could get the cameras working again with live video was to delete the device and set it up again.   This worked consistently in both cases 2 weeks apart.   

So, this is a bug that is reproducible by streaming the camera to your google home hub and then something happens and live video is no longer possible.   In both cases, these cameras were using the google magnetic mount running on battery mode.

MplsCustomer
Bronze
Bronze

@maverickwatsonand @tbGoogNester22 

Both of these posts seem to be about the newer Google Nest Camera (Battery). (The @maverickwatson   post is labeled "Nest Cam IQ" but refers to a "saving battery" message.)

Maybe there are some inherent but undocumented limitations with live-streaming the battery cameras when they are in battery mode due to the demands on the battery.

We have one of the new battery cameras but it is plugged in with the optional power cable and we are able to live-stream it on an iPhone or Nest Hub (I tried for 15 minutes) without any problems.

Brad
Community Specialist
Community Specialist

Hi there, 

 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

 

Please let me know if you need further assistance. 

Best Regards, 

Brad.

Ponder
Community Member

My Google nest hub max lost all video and live views. What do I do?

Orienthus
Community Member

I have this issue. No live video, but i can see videos in history and I notification when motion is detected. I have pressed the reset button on the back for 5 seco ds and still no live video. The battery is charged to 100%, there is no issue with wifi. 

Hey Brad,

I still have no solution.  I get history notifications and recordings, cannot stream live.

Jake
Community Specialist
Community Specialist

Hey all,

 

I am glad to hear you were able to get the issue resolved, and your new devices are working as intended. With that being the case, I am going to lock the thread at this time. If you run into any questions from here, please feel free to create a new post.

 

Best regards,

Jake

Are you trolling us? This is an issue affecting lots of people and your response is "do you still need help?" And then nothing??? We can see history but live video is unavailable. We are on assignment in another state so we can't do anything that requires being close to the camera. Don't come on in a week and ask if i still need help! Assume i need help and help. If you can. If you can't then say so.

Brad, we are having the same issue. Is the only way to fix it to send it in for a replacement?

Kathleen_LeRoux
Community Member

I have the same issue. "Live video unavailable" message began shortly after a very momentary power outage. It is still recording it seems, and I can see some history, but not live. I NEED THE LIVE!!!! That's why I bought this **bleep** thing! I tried unplugging and replugging, I tried pressing the reset button in the pinhole. Neither has worked. Really pissed that I have to now remove the camera and start again to see if that works. This issue has been prevelent for many weeks now I can see from previous posts. What's the deal here, Google? Why are you selling us this crap?

Well, I removed the camera and went through set up all over again - and it is STILL not working. Wifi is fine, camera is in the same room on same level as wifi. All other devices working. Brad, what's going on here? Really ticked off here. 

I just fixed my doorbell and can now see live video. I contacted google and I had to do a factory reset and reinstall the device. Below are the steps that I did. 

1) plug the doorbell into the charger and press and hold the reset button on the back for 12 seconds. You will hear a chime, then stop pressing the resest button. 

2) Go to the Google home app and remove or delete the device

3) Then reinstall the doorbell again. Just follow the steps. You'll need to scan the QR code. No need to look at the installation videos if you already have your installation set up. Continue to press "Next" until you are done

4) Now remove doorbell from the charger and install it on the wireless battery (where your door is).

5) On the app, click on the device, click Live Video and you will see the video. 

THE END. TAKE ABOUT 5 MINUTES. 

MatthewHurst
Community Member

I have the same issue. I don't see a definitive response from Google. Id like to know if this is a bug, a hardware flaw, or a limitation by design. I have the wired nest cameras which are not great but far more reliable than the newer battery version.

orenal
Community Member

@Google Any update on this issue?

I have 4 Nest cams, all of them are having the same issue "Live video unavailable" 

They are all connected to power, the wifi works fine. I also have 2 of the "old" model Nest cams and they are working just fine.

 

orenal
Community Member

Also important to mention, I have Nest Aware and I can see all video history, just not live view.

ignoted
Community Member

I also have the same issue. My camera worked fine since setup. This morning I set up activity zones and since then, Live video is unavailable. No issues with battery or wifi connection. Device speed tests at 24Mbps.

Nick82
Community Member

Brad, what up dude, couldn’t be a more fitting name. Same issue here, factory reset, reset, deleted home app, deleted device, reinstalled, nothing is fixing the issue. Connection is great. All stand alone nest products work great and have for years. Only the google/nest battery cams are having issues, I get history, but no live. 

AlexG1
Community Member

Same problem here. No live video but I'm getting notifications and able to access recordings. Is there any help from Google? Please respond asap.

Derek4
Community Member

Just bought the nest door bell battery and indoor/outdoor battery and having the same issue with both.  Live view from my phone is not working.  
Wi-Fi is not the issue here.  Checked both devices in the same room as the WI-FI hub.

If I press the door bell button I can see live view on nest hub.  If I ask nest hub to display doorbell it cannot connect.

I am so sorry I bought these nest cameras.

 

Derek4
Community Member

Preforming a full factory reset and reconfigure for the second time resolved this issue for me.

LisaV
Community Member

I have the exact same issue...live stream says camera unavailable.  wifi is fine.  I did a factory reset and STILL CAN'T see live video.  It records movement but no live video.  Can someone from Goggle please help us with this?

 

Nick82
Community Member

Just an update, I tried every reset, new home setup and settings change that I could.  Then again with the support team.  Both battery cameras had to be sent in to be replaced. Glad they were under warranty still. 

xxcwiss
Community Member

I'm having the same issue but with a wired camera. I bought it just yesterday. The first generation camera I have has no problems at all. It's just the second generation cam who is unable to stream live video. History and person detection works fine but no live stream. The problem hasn't been solved with total reset of the camera, home app or router 

Nick82
Community Member
  • It’s a bad device. Same issues with mine. I’d call up support and get it exchanged. 

xxcwiss
Community Member

I have exchanged my camera today at the shop. I got a new one which is working good! I was a little hard headed on trying a new one, expecting it wouldn't work either. But it did work right away!