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'Make sure the camera is on and connected to Wi-Fi' error when trying to view some recorded events

Southender
Community Member

As per subject line.

When trying to view some (not all) recorded events in the 'Home History' of the Google Home app on my iPhone, I get the error 'Make sure the camera is on and connected to Wi-Fi'

The thumbnails of affected videos play fine.

11 REPLIES 11

JimS
Community Member

I have the exact same problem.  Can't find an answer.  Would love some help, please.  Nest Doorbell-Battery with Nest Aware Subscription.  

Southender
Community Member

I chatted with Google Support yesterday but they were clueless. Didn't really understand the problem and had me follow a lot of pointless troubleshooting steps that did nothing to resolve the issue. 

btrpkc
Community Member

Same issue here. It will record correctly most of the time, and then go hours giving that error (while, as you note, the animated thumbnail looks fine).

Nedo
Community Member

Same here. I started noticing that today with a new doorbell on wired installation 

audrey1dup
Community Member

Did anyone ever resolve this? I have the same issue.

Farcry
Community Member

Same issue here with the doorbell 2 battery and in the new beta interface. 

Brad
Community Specialist
Community Specialist

Hey there,


Thank you for bringing up the concern you're experiencing, I would love to look into this further for you. The first troubleshooting step that I'd recommend would be to restart your device. This process should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.


Best regards,
Brad

Seraface
Community Member

The Nest doorbell battery is basically useless if it's below 32 Fahrenheit/0 Celsius. Mine ran into tons of problems between not recording events despite seeing a thumbnail, battery dying within 3 days, and just general problems with the interface. I swapped off to the Nest Hello wired instead and it works like a dream. Sucks that Googles' hardware design team is hell bent on destroying good products but oh well. My recommendation is to find something that isn't the Nest Battery is you live anywhere that experiences temperatures below 40 in the winter. Also ignore the "community specialist Brad", 90% sure he's a bot that just responds with "thanks, can you try the most basic troubleshoot 10 times?"

Brad
Community Specialist
Community Specialist

@Seraface

 

I know that keeping your Nest devices charged is very important, and I would love to help you out. When it comes to keeping your Nest Doorbell (battery) or Nest Cam (battery) up and running, here are some articles and troubleshooting guides for the best charging practices:

  • This is a great article on general charging times for your devices.
  • This helpful article tells you how to save the battery with your doorbell or camera.
  • And this last article, will go over charging expectations when you may live in a cooler/colder environment which will address charging temperatures, etc.

I hope those articles help shed some light on charging and maintaining battery levels of your Nest doorbell or camera. Please let me know if you need further assistance.

 

Best regards,

Brad

janthadeus
Community Specialist
Community Specialist

Hey folks,

 

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

 

I appreciate the help, Brad. 

 

Thanks,

JT

janthadeus
Community Specialist
Community Specialist

Hi there,

 

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

 

Best,

JT