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Nest Cam - Can't Mute Audio

Dickie
Community Member

This is now my third post about this issue.
This has been ongoing now for over 2 years. My first thread opened in October 2021!!

I've posted twice about this before, plus others have posted.

https://www.googlenestcommunity.com/t5/Apps-Account/Nest-Cam-Battery-Wired-Cant-Mute-Live-Feed-iPhon...

https://www.googlenestcommunity.com/t5/Apps-Account/Nest-Cam-Battery-Wired-Cant-Mute-Live-Feed-iPhon...

From another poster (see the below link), they mentioned that the volume is using in call volume and not normal speaker volume controls.

https://www.googlenestcommunity.com/t5/Apps-Account/Cannot-turn-the-volume-all-the-way-down-while-li...

And another...
https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Can-t-mute-the-volume-on-my-Nest-Camera...

I constantly leave feedback and nothing happens. I need this resolving as do others.
I cant view my live feed without sound, its ridiculous!


 

12 REPLIES 12

EmptyNester
Gold Product Expert
Gold Product Expert

Hi Dickie,  I'm an end user like you and I have been using these cams for a number of years.  And I agree a mute button on the screen when watching playback of LIVE would be handy.

Since most of my nest cams are the original Gen 1 cams I use the NEST app most of the time.  I just looked and that app does not have a mute button either.   So I took it a step further as I have cams from (2) other companies and their apps do not have mute buttons either.  I'm surprised by this.   I guess for years I have just been using the volume buttons on the side of the iPhone.  But a non-screen mute would be a great idea.   I'm going to leave feedback with that request right now and hopefully other readers of this forum might do it as well.

 

Thank you EmptyNester. 
it’s not the lack of a mute button (though that would help). It’s the fact that the volume will never go off when viewing the cameras.

for example when you view a YouTube video you use the volume buttons on your phone to increase or decrease down to silent. Well when viewing the cameras you cant get down to silent. No matter how long you press the volume down button for it will always play sound.

I hope that explains it better because it’s not the easiest issue to try and explain. 

EmptyNester
Gold Product Expert
Gold Product Expert

Ohhhhh,  Hmmmm, I just tried it with the Google Home app on my iPhone 13 and the volume does in fact drop down to zero with nothing coming out the speaker.  Now I'm scratching my head on this one.  Are you on iPhone or Android?     Do you have another family member's phone to test it on just to see if you can turn it down on another phone?

 

Thanks for testing this EmptyNester.

I'm on the same, iPhone 13 on the Google home app. My partners iPhone 11 does the same.
That is the volume does look like it goes to zero for a second then it increases a notch straight after. Again hard to explain.
When you tested are you sure there was noise on the live feed? I should add this this only occurs in the live feed.

EmptyNester
Gold Product Expert
Gold Product Expert

Hello again,  Yes, I confirmed my volume goes up and down on both recorded clips and LIVE viewing.  

So let's compare the version of Google Home you are on.  The app says I'm on 3.12.104.  

I found this by going into the app and hitting the gear (settings) and going down and selecting SUPPORT and it shows the version number.  

The other thing I might mention is that I'm enrolled in the PREVIEW version.  I have been on it for months and it works great and has a few new features.   If you are not on the PREVIEW version I recommend it.   On that same SETTING screen just under the SUPPORT option is the PUBLIC PREVIEW. That is where you enroll.

Let me know what you find.

I'm on the same version public preview too, but this has been ongoing for a while now since Oct 2021. So version number is kind of irrelevant. Also I'm guessing I've had a couple of different iPhones since then too with different iOS versions also.

I appreciate you checking but I'm unsure why you can turn the volume down completely and I cant , others are experiencing the same issues as per the other closed threads.

I can only hope others will post here before this thread gets locked to help highlight the issue.

EmptyNester
Gold Product Expert
Gold Product Expert

WOW,,,, I'm at a loss on this one.  I'm guessing you did this but did you logout of the google app.  Remove the app from the phone, restart the phone and reinstall and re-login?

If you want I can escalate this thread so that you will hear from a real Google tech person.  But given all  you have done maybe you don't want to pursue this any longer . Let me know if you want me to do this. 

Apologies I believe the links I attached to the other threads weren't working, I've now fixed them.
I hadn't thought of removing the app, just tried it now and its no different unfortunately.

Yes definitely escalate please! 

EdmondB
Community Specialist
Community Specialist

Hey Dickie, 

Thank you for following the steps suggested by EmptyNester. Can you please confirm the iOS version that is currently installed on your phone?
 

I appreciate the help, @EmptyNester

Regards
Edmond

Dickie
Community Member

iOS 17.3.1

EdmondB
Community Specialist
Community Specialist

Hi there, 

Thanks for the information — we'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

Best,
Edmond

EdmondB
Community Specialist
Community Specialist

Hey there, 

Thanks for filling out the form! Our support team will send you an email soon to help you out. If you have any more questions or concerns, please let us know.

Regards,
Edmond