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

[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....

[LG7520]

I am beyond frustrated  with the poor and lack of Google support I'm $600.00 in for 4 Nest outdoor security cameras that are less then 1 year old, and lately it's a battle my cameras all have green solid light which means they are connected and working,  but the Google Home App what the F have you all done my cameras no longer work they keep saying they are not connected and I continually trying to get them connected so I have have paid for a product that does  not work and google support keeps blaming me its my internet it's this it's that well I guess the thousands of complaints I have sent them showing EVERYONE is having same issue i still can not get any help it's a disgrace how we are being treated and how Google has is false advertising these cameras . I need help asap

[LBVT]

I understand and feel your pain. After reporting them to BBB, I finally got someone to respond and sent me a new camera. We shall see how it works.

[LBVT]

....and now the new camera is doing the same as the previous one. Live video unavailable......