Nest Camera live video not working

[cvclukes]

I found this article with the exact same issue, however, no resolution to it and no responses and it wouldn't let me reply on it.  It started last week, we have tried everything called out in that article aside from doing a reset. I haven't done a reset as both nest cameras are showing the blue circle when on the browser and when I use the nest app shows the camera just fine. What I noticed when looking at the console on the web browser is the following:

videojs-contrib-hlsjs.min.js:1
GET https://oculus8772-us1.dropcam.com:1935/nexus_aac/fa9275d…/playlist.m3u8 net::ERR_CONNECTION_REFUSED

I've validated that our firewall is not causing the connection refused. I've gone so far as to remove all security policies from my laptop and it still doesn't get past the loading circle. Any assistance is appreciated. 

[EmptyNester]

Hi CV, I'm an end user like you.  For this problem you need to contact Google directly and get a real google tech on the phone to help you.  I'm pretty sure this is a problem they have to fix at their back-end server.  To get started open a support ticket here.   I think you will need a serial number of at least one of your cameras.

https://support.google.com/googlenest/gethelp

Please return here and let us know how it went and how they got it working.

[Brad]

Hi there,

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread. Thank you @EmptyNester for your help and suggestion! I would also suggest going to Support as this issue was technically resolved via an update to the apps. I would suggest you update them manually if you haven't already, but also reach out to Support.

Best regard,
Brad

[cvclukes · Accepted solution]

I did take @EmptyNester advice and opened a ticket, where I went through tier 1 and 2 support technicians before being told by their engineers that it was an issue with my WiFi signal and that I need to follow this link. However, I can confirm WiFi signal is not an issue as the camera has been in the exact same spot for over a year and only recently started having issues.

That being said, I did some further online searching and found posts in the Sophos community forum that gave me an idea. I created 3 new firewall rules specifically for this camera. We use a tunnel all traffic VPN, otherwise it would have been just 2 rules. Since making these firewall rules, I haven't had a user complain about issues reaching the camera ... My assumptions are it is something within a recent Security Profile update done by my Firewall vendor which broke things, but can't truly confirm it. The rules I added are the following:

1. Internal to External souring the Camera and going to *.dropcam.com & *.nest.com on ports TCP/443 and TCP/1935

2. Internal to External sourcing the viewing PC's and going to  *.dropcam.com & *.nest.com on all ports

3. VPN to External sourcing the viewing PC's and going to  *.dropcam.com & *.nest.com on all ports

[Brad]

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