Nest App Video History Scrubbing black screen

[Tatsumaru]

Hi all,

I have an issue with the Nest App since upgrading to the OnePlus Nord 2 last year, running Android 11.

My previous OnePlus device didn't have this issue, and the issue is also not present on a Sony Android 9 device.

The issue is that when scrubbing through video history, on any of my Nest cameras, I see a black screen instead of the 'time lapse effect' I expect to see when scrubbing through video history.

Does anyone have any idea as to what could cause this? I raised it with Nest Support on the phone today, but they were not able to advise me anything except restarting my router.

I have tried reinstalling the app, resetting all settings/networks on my device (but not factory reset). Tested on 5G and multiple WiFi networks.

Please help! I've been living with this issue for 6 months now.

Thanks in advance,

John

[Tigermad]

Google have confirmed to me the nest app is broken. I’ve been waiting for a fix for well over a month. 

[Tatsumaru]

Thanks for your helpful reply! It's so frustrating that it's not happening on all devices. What device do you have the issue on? It would be great to know what devices this issue is on.

[Tigermad]

It’s happening on my IPhone 12 Pro and 2 different IPads. 

[Rubes]

The video getting hung up with the blue circle is definitely caused by the last update for Nest on iOS. Unfortunately the only solution is another update which who knows when that will happen.

However, for the black screen, try this. Force close the app, reopen the app, go to the camera again and before scrolling through the history, what happens if you wait about 15-20 seconds before scrolling?

[Tatsumaru]

Thanks for your input.

For the black screen, I have tried this and I can see on my OnePlus status bar that my data usage goes up (it shows MB/s live usage), but it only shows a black screen when scrolling, even after waiting for the data usage to settle down.

[Rubes]

Ah thanks for trying it. For the black screen, waiting a bit prior to scrolling corrects it for me however your issue could still be related to the overall app issue that was created during the latest update. Really too bad. We are all at the mercy now of the next update.

[Tatsumaru]

Thanks again. I won't hold my breath. I've had this issue on Android since November last year. I may have to factory reset my phone to test if that fixes it, but I really don't want to lol

[Brad]

Hi there,

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread. Please let me know if you need further assistance. 

Best Regards,

Brad

Thank you for the help, @Rubes!

[Nesttestuser]

It hasn't been fixed yet, so let's keep the thread open.

[Brad]

Hey there,

Regardless if the thread is resolved or not, if there is little to no activity on this thread, it will be locked. Unfortunately, this is policy for my duties as a Moderator/Community Specialist.

Best regards,

Brad

[Brad]

Hey folks,

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad

[Nesttestuser]

It used to work perfectly before; now, the video takes forever to load, and scrubbing the timeline doesn't work. (iPhone 13 pro, iPad Pro)