cancel
Showing results for 
Search instead for 
Did you mean: 

Nest Cam Outdoor Battery Live Video Unavailable under phone data

CatherineFX
Community Member

This problem is on both android and ios. I recently bought Nest Cam Outdoor (Battery), setting up and firmware updates are good. But under phone or tablet data, live video is alway unavailable, black screen. Under wifi, if phone or tablet does not have data plan, live video is always available. If phone or tablet has data plan, when under wifi, sometimes live video is available, sometimes not on android. I did testing on different devices under different situations. At beginning, I thought that it was due to battery powered. After connecting the camera with power cable, the problem is still seen. This is a software bug, please fix it asap.

1 Recommended Answer

CatherineFX
Community Member

On android phone with LTE data, close all apps, then open google home, click the camera (outdoor battery with power cable connected), live video is seen (but sometimes not). Exit the camera using home button on the phone, don't return to google home page, then click google home app again, live video is always not available, black screen. Looks like if exit outdoor camera without returning on google home page, live video is always not seen. Same problem under wifi. Indoor camera (2nd gen) is good, no such problem.

View Recommended Answer in original post

11 REPLIES 11

MplsCustomer
Bronze
Bronze

@CatherineFX

Are you reporting that live video is unavailable when trying to view your camera using cellular data?

Yes, always see "live video unavailable" when using cellular data. This problem is both ios and android. When using wifi, there are two situations. 1) if the phone doesn't have cellular data, live video is always seen under wifi; 2) if the android phone has cellular data (under wifi), live video sometimes is seen, sometimes not, not such problem on iphone with cellular data.

CatherineFX
Community Member

I also have a Nest Cam Indoor. Under same phone LTE data, live video is seen on Indoor cam, but not on Outdoor cam (battery with power cable connected).

CatherineFX
Community Member

On android phone with LTE data, close all apps, then open google home, click the camera (outdoor battery with power cable connected), live video is seen (but sometimes not). Exit the camera using home button on the phone, don't return to google home page, then click google home app again, live video is always not available, black screen. Looks like if exit outdoor camera without returning on google home page, live video is always not seen. Same problem under wifi. Indoor camera (2nd gen) is good, no such problem.

CatherineFX
Community Member

I noticed a little bit improvement after I reported it, but the problem still exists. The testing for Live video on phone and tablet is so bad. Please test combinations of following on all types of camera:

1. android and ios

2. 1) devices without sim card, wifi only. 2) devices with sim card (cellular + wifi) => a) when on LTE, b) when on wifi

Live video unavailable is seen on the devices of 2)

3. 1) close all apps on the devices, access live video through google home page, live video is seen on the devices with cellular and wifi (improvement). 2) then exit live video screen using device home button directly, don't return to google home main page, open google home app. Live video unavailable is seen. 3) repeat first step, then go to History => Full history, return to History => Live. Live vidio unavailable is seen. 4) repeat first step, then go to other screens, and return to Live.

Brad
Community Specialist
Community Specialist

Hey there,

Sorry to hear you're experiencing this, as 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

Brad
Community Specialist
Community Specialist

Hi there, 

 

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

 

Best regards, 

Brad

CatherineFX
Community Member

Using above I mentioned combination steps to test on Nest Indoor Cam (2nd gen), Live Video Unavailable is also seen under some scenarios, but the situations are much better than Nest Outdoor Cam (battery). I reported the issues through Feedback on camera page. I highly suggest your software QA to test on all types of camera carefully. Live Video is an important feature on security cameras.

CatherineFX
Community Member

I suggest you to pay more attention in the testing on the devices that have home and return buttons, the devices with LTE (under wifi and under LTE), and also the cameras use battery ( when no power connection). Live video unavailable is easily seen. I noticed that when I check video on the device with LTE data but under Wifi, LTE appears on top of the device. After exiting from camera page, LTE disappears. Why is LTE shown under wifi when check the camera ?

Brad
Community Specialist
Community Specialist

Hi there, 

 

Just checking in to see how the conversation is going. Thank you for sharing your feedback with us. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

 

Best regards, 

Brad

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad