Live View Unavailable

[nowherepeoplebr]

I have a Nest Doorbell (wired Gen 2) and can no longer see live view.

It records events and I can view the history plus the door bell works as a doorbell and changing the chime options etc work. But am unable to see the live view. 

I am on Google Home App version 3.5.102 on a iPad Mini (6th Generation) running iPadOS 16.6. My WiFi is provided by a Unifi Dream Machine Pro and UAP AC HD access points. I have broadband internet that provides 1.4Gbps download and 45Mbps upload. All other cameras I have through other services work without issue and I can view them live (this includes some that go direct to my device keeping all traffic local and others that go to a cloud first before coming back to my device).

I have completed the following:

• factory reset the camera and removed from the app then added back
• factory reset the iPad and reinstalled the app
• checked the web portal
• accessed via cellular service and not local wifi
• set my WiFi to 2.4Ghz only
• set my WiFi to 5Ghz only
• change access points for my WiFi
• changed out the transformer for a different model 24V one
• put the old transformer back
• power cycled device multiple times
• installed a new doorbell camera (then did all the same troubleshooting)
• checked for the feed during the day, at night, and in between.
• I also went through the full factory reset while on a chat with support.

I believe this is the same issue others have run in to and that it is related to my google account. For some reason the live feed isn't coming to my devices from the NEST servers. My case was escalated to engineering after I worked with two Tier 1 techs and then a Senior tech.

I am posting in case others have insight or are running in to the same issue. I will keep this updated with progress if I can.

I hope someone can help out.

[nowherepeoplebr · Accepted solution]

UPDATE:

I reached out to the support team as I hadn't heard from engineers or anyone in a couple days.

They reconfirmed the issue. 

Suddenly two days later everything is working correctly without issue. No notification given, no contact; suddenly working.

The good news is they fixed whatever the issue was. Bad news is there is no way to document or know what was fixed so others don't have the same issue. 

[nowherepeoplebr · Accepted solution]

UPDATE 2:

the issue has returned. Live view worked for about 4 days and then failed again. 

I have once again submitted feedback and case information for the 3 cameras this is happening to (I added 2 cameras once I thought it was resolved). 

[KSM87]

Hi. I'm having the same, if not similar issue starting today.

At exactly 4:15am central time my doorbell camera quit providing the live video feed, along with any events. In the Google home app this camera says "Device offline. This device can continue recording a limited number of events as long as it's mounted and has power and storage." It does not record any events, live feed, or provide any video. 

The green light is steadily on, the doorbell operates when pressed, as well as the ring light around the button. The video does not work at all.

[smsgoofy1212]

Get used to it. That's how all of the newer cameras work too. They have ruined the Nest cameras.

[nowherepeoplebr]

This answer isn’t helpful.

The camera worked fine previously. 

In my situation there isn’t a problem with the camera. If you read my full post you will understand the issue is with the NEST servers not sending the live feed back to my devices.

[nowherepeoplebr]

This doesn’t sound like the same issue. 

Mine records all events, doorbell button works, and the history is visible. The issue with mine is the lack of live view video. The video feed is making it to NEST Servers (hence activity history and recordings) but not making it back to my ipad to view as live video.

I suggest you reach out to support and make your own post as your issue appears to be something else entirely.

[nowherepeoplebr]

Replying to keep this thread near the top as the issue is still present and I haven’t heard from anyone regarding a fix or additional information.

[nowherepeoplebr · Accepted solution]

UPDATE:

I reached out to the support team as I hadn't heard from engineers or anyone in a couple days.

They reconfirmed the issue. 

Suddenly two days later everything is working correctly without issue. No notification given, no contact; suddenly working.

The good news is they fixed whatever the issue was. Bad news is there is no way to document or know what was fixed so others don't have the same issue. 

[nowherepeoplebr · Accepted solution]

UPDATE 2:

the issue has returned. Live view worked for about 4 days and then failed again. 

I have once again submitted feedback and case information for the 3 cameras this is happening to (I added 2 cameras once I thought it was resolved). 

[nowherepeoplebr · Accepted solution]

UPDATE 3:

The problem is still happening and Google support asked for Speedtest results as the think the issue is my internet connection. 

I have 300+ Mbps Download & 30+ Mbps Upload across multiple SpeedTest platforms on WiFi. 

No response from them since I provided the speed results over a week ago. 

I’ll keep updating as things happen. 

[Gnarkill5]

I am having identical issue.  same thing in less than three months.  factory resetting devices shouldn't be required every few months.

[nowherepeoplebr]

I'm giving up on this BS and will be using the Doorbell as just a Doorbell. At least I can see the history and get notifications when someone rings the bell.

To be clear I am still going to follow up and push them to fix it. But not going to stress about it anymore as there isn't a point when they clearly DO NOT care to fix it.

Like you said, factory resetting shouldn't be required regularly.