cancel
Showing results for 
Search instead for 
Did you mean: 
Replies are disabled for this topic. Start a new one or visit our Help Center.

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

Mine is set to 15secs

@Gerryoz

And I see the 3 second cutoff is when you're trying to view live video. There have been a LOT of posts recently about customers encountering "video unavailable" errors, but I haven't seen a resolution. We haven't encountered it at our house.

CJD2022
Community Member

Hi Brad,

Is there any update to this issue?  I am experiencing the same issue.  Have connected the doorbell to three different phones (IOS and android), 2 different tablets and at 2 different houses and cannot get live video.

If this is a hardware or software fault, your resellers should have been notified and the product put on hold.

Regards

Chris

Hardy27
Community Member

I've been having the same issue for the past 4 days. My nest doorbell battery finally worked for about a month after not being able to view live video for months. Unfortunately the past 4 days live video has been unavailable yet again so I guess it's back to square one

Gerryoz
Community Member

Hey, I've had the same problem for a few months. I have googe nest wifi and I noticed ip6 (which these days probably should be on) was turned on. I turned it off, reset the camera and it worked. Just to check it wasn't just a fluke, I reset the doorbell again and still worked. Stuck ip6 back on and camera started to stop showing live feeds. I reset with ip6 enabled and didn't work....switched ip6 off, reset, and all worked fine. Double checked again and reset with ip6 off and worked and has been working fine since I left ip6 off. Why a new camera won't work on ip6 I don't know but after trying a thousand different things, this is what got it working for me. Hope it helps.

BP2023
Community Member

So it took a customer to come up with a possible solution to this ridiculous situation. Nest should be in a lab figuring this out and not burdening bits consumers with a product that obviously has not been tested thoroughly. Company’s nowadays want to just get things out so they can make money regardless of what consumers have to deal with. Nest should be ashamed of themselves. What a joke!

@Gerryoz 

With our Xfinity router/modem, we don't even have the ability to enable or disable IPv6, and all our old and new cameras and doorbells, Nest Hubs, and Nest Mini work fine.

I am on ipv4 now but it still does not work 

Brad
Community Specialist
Community Specialist

Hey there,

We’re always looking for ways to improve, and appreciate your feedback. You can send it at any time using your devices by saying, "Hey Google, send feedback," or by following the steps found here

Best regards,
Brad

I have sent feedback several times and made reports to no avail ! I’m still being charged a monthly subscription for no video or video history 

Aa11Oo
Community Member

We are paying you for these WORKING cameras. They need to work 24/7.

BP2023
Community Member

I also am having the same problem. It is with an outdoor Nest Spotlight cam wired that has been working fine for about 9 months and now all of a sudden no live video. I still get notifications for recorded events but cant see the live feed. I’ve tried all of the troubleshooting suggestions to no avail. This is ridiculous, Nest expects customers to do their R&D for them. Replace these units and you can spend countless hours trying to figure out your problem. My cam is powered and is connected to the internet. I can see it from my router. We didn’t purchase these products so that we could be aggravated trying to figure out why they don’t work. We bought them because we thought we were buying a good solid working camera.

VRNB
Community Member

I am having the same error message after about a week of successful operation.   I have a wired installation that either has the message "Camera offline" or "Live video unavailable.  The camera may be unreachable or saving battery."   Occasionally, and for 1-3 seconds, I do get an image, then I get one of the error messages again. My Google doorbell has no such issues on the same network.  Both are second generation devices installed in the last few weeks.

 

What's my next step if the above recommended actions fail to address the issue longer than a week or two (if at all)?

Hi Brad , a week  ago , both of my nest cam 2 indoor wired devices stop sending live video . I have done a factory reset on of them at least 4 times but I still can’t see live video nor view history . Even during setup , on the preview page it shows the camera as offline which makes no sense as internet app has been talking to the camera the whole time with responses through the chimes and changes in the status light from white to blue and then to green . I need help !

Dbleedge001
Community Member

This have not solved the issue. Only bandaiding it. Would there be a firmware update or something? This would mainly be a networking issue or a code correction plausibly. Seeing how this post dates back Oct last year as such.. 

Smokie365
Community Member

I don’t think you should close this thread. I have the same issue on my doorbell and battery indoor/outdoor camera 

live feed is unavailable. When can we expect this to be fixed? 

RTnSM
Community Member

Hey Smokie, I uninstalled the Google Home App. Rebooted iPad, turned on/off airplane mode and reinstalled Google Home App. It seems stable. Try that and see if you have any luck. If it acts up tomorrow I am sending this camera back. 

RTnSM
Community Member

Do not keep closing threads when it isn’t fixed. I just posted last night…how many more posts do you need on the subject? Closing the thread won’t solve the problem, as much as you pretend it’s fixed and move on with your generic responses with no solutions.

Smokie365
Community Member

Just received my replacement units and the issue is still the same. It has to be something with the latest update for the devices.

How can we get this rectified !!

RTnSM
Community Member

Keep the new one and send the refurbs back, lol. My camera is still doing okay today. I think something was hanging in the Google Home App…I had the latest version but removing the app and reinstalling seemed to fix whatever software issue I was having. 

MplsCustomer
Bronze
Bronze

Is there any commonality to those customers who are having "Live video unavailable" issues on the newer Google Nest cameras and doorbells? Are they from a specific geographic area? Outside the U.S.? Something else?

Hey folks,

 

I want to check if you still need help. Don't hesitate to reach back if you do.

 

Thanks for your help here, MplsCustomer and Brad.

 

Regards,

JT

Still having issues with live video on nest doorbell battery. It went from unavailable 100% of the time to unavailable 90% of the time. The doorbell received a firmware update that seemed to have fixed it for a couple of days but is back to being mostly unavailable. When it does work randomly live video is brief and will change to live video unavailable in a few seconds and not work again at all for hours.

Smokie365
Community Member

Ok so it looks like we got it resolved. Rang google again today and the guy I got new exactly what to do. It’s something to do with the “Home” set up in my google app. Remove the devices from your “Home” and reset them. I then deleted the “Home” in the app and proceeded to create a new one. Added my camera first and it created a nest network for future devices. Doorbell works perfectly now. I’ll add my cameras later and hopefully everything goes good.

@Smokie365 

I'm glad you were able to resolve it.

It's too bad that "something to do with the 'home' set up" in your Google Home app got messed up and you had to re-create your home. That seems like a bug somewhere in the software.

RTnSM
Community Member

That’s great. Since removing the App and reinstalling worked for me and what you did within the App, there is def something with the App that’s causing the ‘live view’ issues. Glad you got it working. It would be nice if the moderators in here provided the solution vs generic statements. Let’s hope that there are no more hiccups. 

Mrgolightly
Community Member

I also have the same issue. Brand new cameras that's worked fine for 2 months. Then suddenly today both cameras says "live video not available". Yet i can hear the sound and the cam is connected to the network.

 

These are remote cameras at my holiday home so there's no easy way to test things or reset them. I paid a lot of money for the cams and the Nest Wifi. I can also see that a lot of people are having the same problems yet each thread gets closed down saying the issue resolved when it clearly hadn't been resolved.

 

Jonnyboy1
Community Member

No live view on Nest Cam Battery/ wired Camera. Was working fine for a week then video unavailable from my Pixel 6 Pro and Chromebook. I CAN view the same camera through Google Home app on my Iphone and my wife's Pixel Phone. Anyone else experiencing issues.

LittleCabin
Community Member

I am totally unimpressed with the issues we have all reported, and the answers received back from the makers. This isn't what we expected when we purchased these "security" cameras. If you can't fix the problem, money back please! No excuses! 

Bubbahosh
Community Member

Just to weigh in on this recurring issue.  I have three Nest Cam Battery cameras.  All three had firmware version nq-user 1.63 OPENMASTER 317989, and had repeatedly experienced intermittent live view issues.  I saw that Google posted that the issue was resolved last week (https://status.nest.com/issue/b9b9c7b1-0f83-4811-874c-d30d2ab08c62).  Subsequent to this, I factory reset one of my cams and noticed that the firmware was updated to 319576, and live view worked fine.  I left the two other cams alone in hopes that the firmware update could be pushed to them...but after several days, this was unfortunately not the case.  I've now factory reset these two other cams and they are now also on 319576.  Live view on all three are working fine.  I'll report back if the issue resurfaces.

The live view issue resurfaced sometime overnight.  It's affecting all three cams.  Very frustrating since I've already factory reset these several times.

NSH4RPY
Community Member

Hi,

I recently purchased the Nest Doorbell (Battery) and have been having issues with the livestream.

It seems to record fine as i get notifications when something happens in my defined zone, and when someone presses the doorbell i can view the live feed but i can't seem to view it "On Demand" or when something happens within the defined Zone. Only when someone physically presses the doorbell.

 

I have tried restarting and resetting on all devices but it only seems to work again for about 5 minutes before it stops and this is across mobiles, tablets and google nest hubs.

 

Anyone else having this issue or can suggest a fix?

Hardy27
Community Member

What wifi router are you using?

Asking because I connected one with this issue to a nest wifi router and it's now working as intended so thinking it may be a router compatibility issue they need to address 

Brad
Community Specialist
Community Specialist

Hey there,


I am terribly sorry to hear that you're having this issue with your Nest camera! I'm sure it's frustrating, but I'm happy to look into this and see how we can help out. The first troubleshooting step that I'd recommend would be to restart your device. By doing this, it 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

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

Hardy27
Community Member

Just still a bunch of doorbell owners still unable to use their doorbell but that's about it 🤷🏻‍♂️😭

Brad
Community Specialist
Community Specialist

Hey folks, 

 

Do y'all have an active Nest Aware subscription? You can check here to find out, or subscribe if you don't. 

 

Best regards,

Brad

Hardy27
Community Member

Brad, yes we have active nest aware subscriptions or at least I do but Nest aware is not a requirement to be able to view live video from nest cameras 

Brad
Community Specialist
Community Specialist

@Hardy27

 

I am aware that Nest Aware isn't required, I ask because it may be affected in other ways. This is an ongoing concern that we are monitoring at this time. I do not have any further updates. Once there is a solution, we'll let the community know.

 

Best regards,

Brad

Hardy27
Community Member

It almost feels like whatever is happening happens when the device is go idle. It's like they go to sleep and they can't wake up once whatever happens happens.