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Nest Camera Live Video not working

JamesE
Community Member

Nest camera live video doesn't work (shows as either unavailable or connects, but just shows a black screen) on Gen 2 Nest Camera (indoor, connected to power), but weirdly video history works completely fine (i.e. you can go into history and watch a video of yourself being frustrated).

I've tried:

  • Deleting it from Google Home and reinstalling it
  • Unticking the two checkboxes within Nest Wifi Settings (as recommended elsewhere)
  • Moving it to different power points
  • Having it right next to the router

I run a Nest wifi mesh in my house, with Australian Broadband NBN with 1gb download and 50mb upload (seen through the Nest Wifi)

My gen 1 Nest Camera (that works through the Nest Home app, works fine). 

1 Recommended Answer

MrL22
Community Member

SOLVED FOR ME.

Hi All,

Thank you for your assistance and suggestion. 

I wanted to feedback to everyone that after trying so many things, I was able to resolve the issue. 

I run a Ubiquiti mesh set up in my home. Ubiquiti has a feature where it merges 2.4Ghz and 5Ghz under one name (SSID). What I did was to delete this configuration and create two separate Wifi networks, one called Ubiquiti on the 2.4Ghz range, and another called Ubiquiti_5G on the 5Ghz range. I then connected the cameras to the "Ubiquiti" network (2.4Ghz) and it did not only work straight away and every time I load the app, the camera set up a lot quicker in the app.

This may help anyone else who has a 2.4/5Ghz router but only see's a single wifi network in their wifi list.

I hope this helps everyone else to get closer to solving their issue.

Thanks again,

Richard

View Recommended Answer in original post

64 REPLIES 64

NeilSherman
Community Member

Hi Brad, are you aware of any further fixes for this? I've been dealing with support for nearly two weeks now on this and all they do every other day is email me a support article link to something I could have found myself. Worse thing is as it's been escalated I can't speak with anyone over the phone and I get told to just wait. Very disappointing having paid all this money over a month ago for something that literally doesn't work.

This is exactly how I feel.

 

I've just received the Google Home app which according to an earlier post from Brad, would contain the fix. Unfortunately not and still no live views

As you say, senior support is email only so and slow responses, most of which have just been asking me to submit feedback through the app which I've done on multiple occasions now 

Very poor service and support which has now taken so long I'm unable to return the cameras.

This needs urgent support for the multiple people suffering or I'll be looking to escalate further

100% with you on this and what I've learned is that I've essentially paid £150+ for a fancy door ornament at this stage. 

I'll be escalating this further through some sort of third party whether it be trading standards or another similar body. Just because a company the size of Google is the size it is, doesn't mean they can get away with this lack of support.

Neil it is a huge shame, I have been playing for two days. Running an IT company with a background in video streaming, I have tried many methods to get them working, even to the level of turning all firewalls off and DMZ to the device. I did comment in another post, a list of things I have tried, but I have tried many more since that comment. I will have to make a decision tomorrow if to return them and go for something like a Ring setup.

I have not called support as reading from comments like yours, it will be a process of factory resetting and re-adding the device over and over.

Speaking from experience, I am on my 4th Nest Thermostat, going through support was painful, the same w5 code on every one within a few months but I still had to go through the reset proceedures and replace it on the boiler.

Thats annoying isnt it and I've tried what sounds like similar steps to you. 

I've unfortunetly made a rod for my own back in my house with literally everything from the WiFi, thermostat, tv streaming etc etc all being from Google and knowning my OCD, having Ring on another platform would just annoy me just as much lol. 

If you can return the thing I would before you lose the return window from whom ever you purchased it from. 

I am the same, Home minis dotted around the house, Nest heating and thermostat and I was hoping to have Nest Cameras. I did install a lovely 8-camera Ubiquiti setup for a client which has some amazing features and was tempted to go down that route but wanted something simple and quick that I didn't have to manage in my home.

FAOGozalo
Community Member

Hi everyone. I've managed to fix my problem. The Nest Doorbell (battery) is now working as expected.

For reference, in my case, the doorbell is connected to a Nest Google Wi-Fi.

The steps I've followed are the following:

Google Home App -> Settings -> Nest WiFi - > Preferred activities ->  Untick both Video conferencing and Gaming.

Afterward, I just did a Factory reset of the doorbell: Locate the reset pinhole on the back of the doorbell -> at 10 seconds, the status light will blink yellow four times, and you’ll hear a countdown tone -> At 12 seconds, the status light will be steady, solid yellow while the doorbell starts the factory reset, and you’ll hear a confirmation tone -> Release the button. Your doorbell will restore to its factory settings.

After the factory reset, your doorbell will appear as “Offline” in the app until you remove it -> To remove it from the app, open the app, then tap Settings  -> Remove Device -> Confirm.

Finally, whilst setting up the device again, I got a live feed on the testing stage and haven't had any issues since then. I hope this helps.

Cheers,

Fran

Thank's for this Fran. Unfortunetly it doen't work for me 😔 I hope they come up with a fix soon.

LJG
Community Member

Yeah tried this yesterday too and it doesn't consistently work, especially with the newer Nest Mesh WiFi.

NeilSherman
Community Member

The new mesh Wi-Fi seems to be the common denominator here from everything I can see. You’d like to thing they’d have picked up on this 😂

FAOGozalo
Community Member

The router I use is the newer Nest Google Wi-Fi. I know this will sound very stupid, but maybe it's worth trying resetting again. What I described does seem to work, but as you said, it's not at all consistent. Similarly, I kind of dug myself a hole as all my smart devices are from Google too 🤦🏻‍

NeilSherman
Community Member

So I've just gotten off the phone with Google after nearly 3.5 hours. Camera live feed works fine when connected to an iPhone hotspot. However when connected back to Google WiFi no joy. Also removed the Google WiFi, reset the doorbell and set up using my Virgin Media router and the issue still persisted. Tried it all again using my wifes phone as a hotspot and it worked. The chap I spoke to was brilliant and sent me a link to the settings I need to make sure are in place Recommended Wi-Fi network and router settings - Google Nest Help.

Will try tomorrow and update if it's successful. Out of curiosity, anyone else having issues with Virgin Media?

Neil, can you try this: on your iPhone, select to forget your Wi-Fi. Turn off your Router. Back on the phone set the Hotspot name and password the same as your Google Wi-Fi. Test the feed as you originally did. If it works as expected, turn the hotspot off, afterwards, turn the Wi-Fi back on and see if the camera connects and the feed still works. This is a trick I've used for other purposes and other things, but it has worked in the past.

MrL22
Community Member

SOLVED FOR ME.

Hi All,

Thank you for your assistance and suggestion. 

I wanted to feedback to everyone that after trying so many things, I was able to resolve the issue. 

I run a Ubiquiti mesh set up in my home. Ubiquiti has a feature where it merges 2.4Ghz and 5Ghz under one name (SSID). What I did was to delete this configuration and create two separate Wifi networks, one called Ubiquiti on the 2.4Ghz range, and another called Ubiquiti_5G on the 5Ghz range. I then connected the cameras to the "Ubiquiti" network (2.4Ghz) and it did not only work straight away and every time I load the app, the camera set up a lot quicker in the app.

This may help anyone else who has a 2.4/5Ghz router but only see's a single wifi network in their wifi list.

I hope this helps everyone else to get closer to solving their issue.

Thanks again,

Richard

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in on this thread and the activity on it. I am glad to see that this issue seems to have been fixed for most of you. We'll leave this topic open for another 24 hours in case there are any follow up questions or comments.

Best regards,
Brad

LJG
Community Member

How do you figure it's fixed? This service used to work just fine and now it doesn't. I shouldn't have to jump through hoops, segment networks, etc. If you buy a Google mesh router system and new Google cameras, they should all work as intended. Put out a fix for this!

MrL22
Community Member

For the record, I didn't mark my post as a fixed solution for everyone. I was just feeding back on what worked in my case which may help others. I got an email stating "Great job! Brad marked your answer to a question as an accepted solution!". Brad, can you unmark my reply as a solution, it is more of a workaround.

NeilSherman
Community Member

Completely agree!

JamesE
Community Member

It's not fixed Brad.

LJG
Community Member

Google nest wifi networking doesn't allow separating the 2 bands. This is infuriating.

markwilliams82
Community Member

Not just that, I get it's a community and a good one at that helping eachother out. But where is the Google support putting forward these fixes or workarounds?

atilla
Community Member

Hello, my issue is i can add the wired indoor nest cam to my home but when i hear the camera is ready sound i dont see anything, green light disappears and its just a black screen and i have no view. It says camera is offline. No sound no notification nothing. Talked to support 2 hrs 20 mins and no result.

Ursula328
Community Member

I have 2 Gen 2 indoor wired cameras on the same WiFi. First one works fine, second one only returns a black screen and sound at night, when flood light is on - I can see the light from the other camera - video and sound work fine in daylight... Ridiculous 

JamesE
Community Member

Hey Brad - still no real solution here. It should be plug and play if you buy a nest camera and run nest wifi. What is going on?

atilla
Community Member

Its so weird that you guys selling security cameras last 3728363 years but can not provide a customer service?!