Nest Cam Battery live video unavailable

[damian996]

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? 

[Brad · Accepted solution]

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

[Smokie365]

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]

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]

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?

[janthadeus]

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

[Renegade]

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]

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.

[MplsCustomer]

@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]

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]

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]

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]

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]

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.

[Bubbahosh]

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]

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]

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]

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]

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]

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

[Brad]

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]

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]

@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]

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.

[Brad]

@Hardy27

I just wanted to jump in real fast and thank you for your feedback. Please feel free to send us more information about your experience with this issue. I've put instructions below.

• Open the Google Home app
• At the top right, tap your account.
• Tap Feedback 
• tap the type of device you'd like to submit feedback for.
• To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
• In the feedback summary, write a brief description of your issue.
• Be sure to check the box for Screenshot and System logs.
• To submit feedback, in the top right corner, tap Send 

Best regards,

Brad

[Brad]

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]

At this point I think we're all just hoping Google fixes it and will push a software update soon if it's even fixable 

[Juni]

Hi everyone,

Our team is already aware of this and currently investigating this issue. Since this is the same discussion, we'll move this conversation to the main thread and we'll continue to update it as soon as we have some news to share.
 

Please note that once done this thread will be locked.
 

Thanks,

Juni

[Brad]

Hi all,

Thank you for your patience while we investigate further. This is ongoing, so we are going to be merging this thread to a larger thread with the same issue found here. 

Best regards,

Brad

[Gerryoz]

Have same issue with Google Nest Doorbell (battery), "live video unavailable". Although the camera is actually working and in the Google Home app it will show you the video recording of whomever calls to the door, it no longer allows you to view live video (past couple months). I've tried the restart and it's WiFi connection is perfect but still no luck.

[Renegade]

My door bell battery is back to live video unavailable for two weeks now. It never was fixed completely but would work every now and then....

[Gerryoz]

Ye mines a few months now. It tries to show and you can see almost colour coming from the street lamp but then NOPE, video not available; however if I left it on it WILL record any person coming to the door🤷🏽‍♂️ so it is recording live video which is the weird bit. 8 times out of 10 it will record but the other 2 it will say video not available, so it is either an app version issue or battery door ell version issue. It's taking them a long time to rectify the issue and putting me off updating other cameras to the new battery versions as it seems to be just the battery devices that are having the issues🤷🏽‍♂️🤦🏽‍♂️

[mjkadour]

Same issue here.  I’m in Canada, nest hub max.  Device collects and reports events, but after a day or two of operation the app will not connect to the live video (swirling wheel).  Unplugging the hub, waiting and rebooting gets it all working fine again (making no changes at all in the phone app).  But the same issue resurfaces after a few days of operation.  Once it’s “stuck” nothing resolves it except for rebooting the hub.  Granted that only fixes things for a few days. 

Google : where are we with this problem?  It seems this thread is months old now.

[Hardy27]

Yep my doorbell battery has been back to live video unavailable yet again for about 3 weeks now. Didn't work for months then worked for about a month with no issues but back to not working.... 

[BP2023]

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.

[mjkadour]

I’m still fighting the same issues : Home Hub Max.  Resets, rebuilt home in app, upgrade firmware, etc,  it works for a while then blue circle loading forever while using either nest app or google home app.   What should I do next?

[desso]

I have the "Live video unavailable".  This is the THIRD time.  I have unplugged router, Ret.  The latest twist that Events are sometimes recorded.  DO NOT BUY THIS PRODUCT

[desso]

This time it's only one camera out of 4.  Last time all 4 cameras were "OFFLINE".  Tried talking to Google.  Waste of time.  "Reset", "Factory reset", "unplug your router."   It lasts a month then I take out the ladder take down the camera....