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Nest Cam Battery live video unavailable

damian996
Community Member

Hi All, I recently purchased a brand new nest Cam Battery and I am having trouble viewing the live video in the Google home app. I tried removing a readding the camera, resetting the camera, turning it off and on. I tried changing the video settings like resolution (max and high). I also have older version of nest Cam (wired) and this one works OK. It is not my Internet connection issue as on average I have 25Mbps upload and 200Mbps download speed. I am having this issue on my galaxy note 10 plus mobile but my wife has the same problem on her iPhone X. Any ideas how to make the live video working? 

2 Recommended AnswerS

Brad
Community Specialist
Community Specialist

Hey there,


Thank you for your patience with this ongoing concern. Our teams are aware of this behavior and are investigating. In the meantime, please follow the suggested troubleshooting steps and suggested workarounds below. If those don't do the trick, and you're still unable to view live view your live feed, feel free to report it below as we are collecting more info on this behavior.

  • Here is an article on how to restart or factory reset your device. 
  • Here is a great article on troubleshooting video playback issues, or skips, that may be relevant and helpful.

 

Best regards,

Brad

View Recommended Answer in original post

Brad
Community Specialist
Community Specialist

Hi there,

 

Thanks for continuing to report this in the community; we have a quick update: our engineering teams are on top of this and are working on a fix. In the meantime, you can check this out to see the status of our Nest services: https://goo.gle/2pS6mIW We apologize for the inconvenience and will keep you updated!

 

Best regards,

Brad

View Recommended Answer in original post

137 REPLIES 137

@MplsCustomer  Especially annoying because it all worked fine for a few months...until it didn't

So, I spent a good 2 hours messing this doorbell.  Took it on and off the home app, rebooted my phone and doorbell.  Did not reset it though.  I wanted to reset our moden and mesh routers but because my husband was working from home I never got to it.   I finally gave up since nothing fixed the issue.  Later that night my son stopped by and I got the alert he was at the door(which I had not been getting).  I picked my phone up and checked the notification which showed him and then I tried the live video when he left and low and behold it worked.  For how long...we'll see.  I think I just got lucky.  Unfortunately, I have no new information to pass on to anyone.  We will see how long the fix stays.  

aatienza
Community Specialist
Community Specialist

Hey LisaLagator,

 

I'm dropping by to ensure that everything is covered here. I hope that sheds some light on the issue.
 

I appreciate the help, MplsCustomer.

 

Thanks,

Archie

The doorbell(purchased last november) has been on and off with consistency since it started working again.  Wish there was a permanent fix.  Sometimes it alerts me there are people at the front door, sometimes it doesn't.  Sometimes the live feed works and sometimes it doesn't. 

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 understand how upsetting this might be, and I'm happy to assist you with this. We are currently monitoring this concern with no live video on the Nest doorbell (battery). I am afraid we do not have any information at this time, but stay tuned for updates. Thank you for bringing your feedback to us!

Best regards, 
Brad

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in to see how the conversation is going, as there's been a lapse in activity on this thread.

Best regards,
Brad

Renegade
Community Member

My doorbell battery received an update yesterday or maybe it was the day before. The doorbell was working ever since and seem like everything had been fixed. But as of this afternoon we are back to no live video again. So this seems to be software related, not hardware. I really hope they're able to figure out what's causing this. I was so excited that my doorbell had worked for the first time in two or three months and then now back to live video unavailable. So frustrating

LisaLagator
Community Member

I have currently given up for now.  I have no live video from my phone or my hub.  Xfinity said last week they increased our internet so I don't think that is an issue. I got it last Nov and it worked just fine for 6 mos then just stopped.  I have been paying for the nest aware and the doorbell is useless unless someone rings it.  I get no notifications that packages have been delivered, etc anymore.

I am currently out of town and have no live video on my camera...very frustrating.  I expect better from Google.

same issue. new cameras 2 weeks ago From ADT. android . worked when set up in box after several reboots. when on outside of house: no live camera. history shows camera. technician unable to fix. 

So darn frustrating...and annoying...

same problem here as well

Started from the get go, live view does not work on Android mobile devices. Wifi supports both 2.4 and 5 GHz, neither fixes the issue and the unit is not close to any other devices that would cause interference. As it being potentially being an issue because it's connected to the same wifi as other devices, doubt it given it works on Google hub, just doesn't work on Android mobile devices. Yes I tried on 3 different android mobile devices.  The status of the camera when we attempted to troubleshoot was fully charged. Its a software or compatibility issue that it falls over after 3-4 secs when in live view. I've pretty much accepted that it's crap so at some stage will be getting rid of it in favor of Eufy + certainly will not continue with nest aware subscription nor will I expand my nest solution beyond the 2 hubs and doorbell. Pity I switched from Amazon echo solution...that's also a regret. 

After reading through the internet for the last week this link below is the exact issue i have and i want a fix. 

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Camera-Live-Video-not-working/m-p/...

 

Is this issue ever going to be resolved? or is google just trying to sell the cam's for cheap, Gen1 Nest Cams cost more than the GEN2 cam which is the one with the issue.

 

Has anyone found a solution, i'm also using Google Nest Mesh wifi so i can't split up the wifi into the 2,4ghz and 5ghz unless there's a way to do that someone please share 

Brad
Community Specialist
Community Specialist

Hi there,

 

We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread, and we recommend updating and checking this thread when needed.

 

Best regards,

Brad

cpergola
Community Member

Brad, did you ever get a fix for this?  its 2023 and ive gotten nothing but run around from google support.  They RMA'd my first camera but the second one has the same exact issue.

LBVT
Community Member

I am having the same issue. Very frustrating to get notice that someone or vehicle is there, but cannot go to live video.

cpergola
Community Member

yeah im hoping for a miracle from google's engineering, but the fact that the issue has persisted this long tells me they have no idea how to fix it.

LBVT
Community Member

Google's response was that it is out of warranty. I bought it a year ago, it worked only during the free subscription. Once the nest aware subscription ended, the camera stopped working. It is wired, yet it states live video unavailable. The camera may be unreachable or saving battery. How is this acceptable with Google? How do we get 60 minutes to investigate, or lawsuit? This is ridiculous to have so many people having the same issue, and they are say too bad because it is past warranty.

cpergola
Community Member

I got the miracle I was looking for.  Theyve fixed it.  Camera has been stable for over a week now.  Perhaps you can reach out to them again and have them look at Case ID [8-8962000033702] for whatever fix was applied to mine.  

LBVT
Community Member

Do you pay for the nest aware?

cpergola
Community Member

Yes I do pay for Nest Aware and Google One.

LBVT
Community Member

The only time it worked was when the nest aware was active. I already pay for gen 1 nest aware, and due to the issues with Google not working for so many people, I do not want to switch.

If this was a new issue that recently popped up I wouldn't be as concerned that we're most likely just out of luck. The fact that I've found multiple complaints dating back several months without resolve isn't leaving me with much confidence 

Appreciate it..

@Threadingwater 

Your issue seems similar to the reports about "live video unavailable" problems posted in this forum in the last couple of months. One thread is below. It's not happening to everyone, and I haven't seen anything posted indicating the circumstances of who is afflicted.  (We are not, for example. located in Minnesota, USA.)  On the thread below, Google Nest says: "Our teams are aware of this behavior and are investigating."

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Cam-Battery-live-video-unavailable...

Brad
Community Specialist
Community Specialist

@Hardy27

 

We will continue to monitor this thread until a solution is found. Thank you for sharing your feedback.

 

Best regards,

Brad

Shaffer1515
Community Member

I recently installed 3 nest cams. 2 work great, the other I get notifications and see the video but can’t view live video in the app. Is this a wireless signal issue or am I missing something?

One of the camera is about 20’ away outdoors and I would say similar distance to my wireless router. 

Brad
Community Specialist
Community Specialist

Hey there,

 

I am terribly sorry to hear that you're having this issue! I would love to assist you with this issue. If you are having issues with your Nest Cam or Nest Doorbell, I would suggest that you first start by restarting it. 

 

Restart: Keeps all your settings, and it should reconnect to the same Wi-Fi network. This is helpful if it ever becomes frozen, has trouble reconnecting to the internet, or isn't working normally.

 

Best regards,

Brad

aatienza
Community Specialist
Community Specialist

Hey Shaffer1515,

 

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,

Archie

Brad
Community Specialist
Community Specialist

Hey there,


Thank you for your patience with this ongoing concern. Our teams are aware of this behavior and are investigating. In the meantime, please follow the suggested troubleshooting steps and suggested workarounds below. If those don't do the trick, and you're still unable to view live view your live feed, feel free to report it below as we are collecting more info on this behavior.

  • Here is an article on how to restart or factory reset your device. 
  • Here is a great article on troubleshooting video playback issues, or skips, that may be relevant and helpful.

 

Best regards,

Brad

Brad
Community Specialist
Community Specialist

Hi all,

If you are still experiencing this, we would like you to please send us your feedback and experience with this. We're looking into many reports, but someone will reach out via email as soon as possible. Here is the link to a form we would love for you to fill out. 

Best regards,
Brad

janthadeus
Community Specialist
Community Specialist

Hey folks,

 

Since this thread hasn't had activity in a while, we're going to close it after a day to keep content fresh. Feel free to submit another post, and provide as many details as possible so that others can lend a hand.

 

Thanks for your help, Brad.

 

Best,

JT

Brad
Community Specialist
Community Specialist

Hi there,

 

Thanks for continuing to report this in the community; we have a quick update: our engineering teams are on top of this and are working on a fix. In the meantime, you can check this out to see the status of our Nest services: https://goo.gle/2pS6mIW We apologize for the inconvenience and will keep you updated!

 

Best regards,

Brad

Renegade
Community Member

Oh thank goodness that's wonderful news 

Mrgolightly
Community Member

That is not good enough. I paid for a security camera with live feed, as advertised and shown on your product page. 

 

When will it be fixed and how will we be compensated for a product that doesn't work?

 

Divyesh
Community Member

I am having the same issue. Live feed works for 2 to 3 secs and then goes away. It says unavailable

Divyesh
Community Member

I just got the Nest Outdoor Camera Battery. My nest doorbell works fine but the nest cam shows video for 3 secs and then says it's unavailable. After that it shows unavailable and suddenly it turns on for 3 secs and then goes unavailable again

Gerryoz
Community Member

Seems to be the battery cameras and battery doorbells that seem to have this "video unavailable". Worked fine this suddenly stopped working. I'd expect it's a firmware version that's messed things up - who knows when they'll fix it🤷🏽‍♂️

@Divyesh

In the Google Home app, go to Settings | Video for your camera and check your "Maximum event length". If it's set to 3 seconds, increase it.