Nest Doorbell Camera just disappeared from Home App

[winterwolfes]

I have a nest doorbell and a nest outdoor camera and up until a couple of days ago I could view both cameras in the Home app by pressing the Camera icon. But now the doorbell camera is no longer there. If I go to home.google.com, both cameras still appear but now only the outdoor camera appears on the Home app. Is there a way to fix this?

UPDATE:  I heard back from support after filling out the support request form and the response I got was that this was a known issue created by a recent update to the Google Home app and they are working on it. So we just have to wait. 

[MplsCustomer]

@winterwolfes 

That is strange. Are you certain you're logging into the Google Home app with the same Google Account and accessing the same Google Nest "home/structure"?

You could try deleting and reinstalling the Google Home app on your phone.

If that does not resolve it, you could try contacting Support:

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

[winterwolfes]

I think what happened was my modem went down and everything was disconnected for a few hours and when it came back up, the doorbell camera never reappeared in the home app when pressing the Camera icon. What is weird though is if I go down to my "Front Porch" room in the app,  the doorbell is still listed there and if I press that, the camera opens up. So it is still showing the camera when I go through the room but it is no longer showing it when I click the Camera icon.

If I uninstall and reinstall Google Home, will I lose all of my customizations and routines? That won't be worth it then. But if I can uninstall and reinstall it without having to set everything back up, I will try it. 

[MplsCustomer]

@winterwolfes 

When you uninstall and reinstall the Google Home app, you do NOT lose any settings at all.  I've done it several times to correct anomalies.

[mousetamer]

Were you able to figure this issue out? I have the same camera set up and the same thing happening with my doorbell. I would normally get a split screen with both cameras showing in the Home app. Now, when I click on cameras, it automatically takes me to the Google Nest Camera instead of showing me both.

[MplsCustomer]

@mousetamer 

If you go to the "preview"/beta home.google.com website, can yon see both your camera and your doorbell?

[mousetamer]

Yes I can.

[MplsCustomer]

@mousetamerand @winterwolfes 

So, both of you can no longer view your camera via the "Cameras" icon in the Google Home app but CAN still see it on the home.google.com website and under the appropriate room in the Google Home app?

Have you tried deleting and reinstalling your Google Home app?

[mousetamer]

Yes I have. I did all the basic stuff like rebooting wi-fi, resetting the doorbell camera, power cycling the camera, deleting it in the app and adding it back. My guess an app update broke this for me and it will probably fix itself in the future.

[xCrimsonBleu]

 Exact same issue.  No new app were installed.  No new configuration.  No wifi outage.  Just the camera icon not showing in Google home (top section) but camera available scrolling down to the rooms.  Same thing.  

So this is unresolved.

[Juni]

Hi folks,

Thanks for the help here, MplsCustomer.

Thanks for reaching out, winterwolfes, mousetamer, and xCrimsonBleu. A few questions: what Nest doorbell are we working on? Are you all on iPhones or Androids? Have you tried using another phone to isolate the issue?

I look forward to your responses.

Thanks,

Juni

[mousetamer]

Nest Doorbell wired, software version 4110055.

Pixel 7 Pro with the April patch.

My wife also has the same phone and the same thing is happening on hers too.

[xCrimsonBleu]

Hi there,

Model Nest Doorbell (wired) 

Software 4110055

We are all on Android.  Main users in the house use these phones:

Pixel 6 Pro

Pixel 6a

Pixel 4a 

Pixel 2 XL

Pixel 3 XL

[Juni]

Hi there,

Thanks for the additional info you've shared. We'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once done.

Regards,

Juni

[winterwolfes]

Form submitted!

[Juni]

Hello there,

We haven’t received your form. Kindly fill it out so we can continue with the next step. 
 

Thanks,

Juni

[Sleeper103]

Form has been submitted. I have an iPhone user in the home and they are able to see both cameras.  Only effecting Android. 

[Peerden]

I have the same issue. I'll complete the form too.

Also on a Pixel android phone.

[mousetamer]

I just received the preview update for the Home app and everything is working the way it should with the cameras. They both show up under the Cameras button and I can see the feed from both in the favorites. 

[Juni]

Hi folks,

Sleeper103 and winterwolfes,  we got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 

mousetamer, thanks for the details you shared. I’m glad that worked for you.

Peerden, have you tried the suggested steps by mousetamer? Let me know how it went. 

Best,

Juni

[Sleeper103]

Thank you, I'll be on the lookout. 

[Peerden]

Hi Juni,

mousetamer's fix was to install a preview version, which I don't have, so no, I haven't tried that.

I HAVE tried all the other things: router/camera resets, phone reboots, app reinstallation.

[mousetamer]

I'm not sure how the preview program works. About a week or two after I made my original post, I received a notification on my phone that my Home app would be updated with the new preview version. The app updated later that day.

[xCrimsonBleu]

Thanks, you probably activated the "Public Preview" feature under settings in Google Home. (The icon looks like a lab Erlenmeyer flask)

Which I did not and probably same for the other users.

For moderator:  this is however not a resolution.  It's just a user having acces to preview future updates.

[winterwolfes]

Thanks Juni! I just got the email. Hopefully we can it back working the way it was before a month ago.

[Juni]

Hi folks,

Peerden, check out the steps below. 

1. In the Google Home app , tap Settings under "General", tap Public Preview.
2. Tap Request invite.
   • If you decide not to join, follow the steps above and tap Revoke invite request.
3. If you're accepted, the Google Home app shows a notification that says it'll soon update to Public Preview.
   • Features available through Public Preview will vary over time. If you're not able to join, it could mean that you don't have a compatible device. Check back and try again later.
4. When you get the Public Preview update notification, tap Got it.
   • If you decide not to join, tap Decline acceptance.

Check out this helpful link for more information.

Regards,

Juni

[Sleeper103]

This helped me. I like the new layout. 

Thanks!

[Juni]

Hi everyone,

winterwolfes, thanks for the update. Please continue the conversation there.

Sleeper103, I’m glad that these steps resolved it. I’ll keep this thread open for one more day. If you need further help, let me know.

Regards,

Juni

[xCrimsonBleu]

I have registered for the preview program but haven't received any communication yet / email.

In the meantime, I have been contacted by support and was told the software engineer team is working on a fix.

True resolution of this issue is to come with the official update.

I don't recommend you close the thread until this is the case.

The preview program is not a resolution.  

[Juni]

Hi folks,

Peerden, I just wanted to follow up if you were able to try the steps provided. Please let us know, as we would be happy to answer any questions you may have.

Peerden, we got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 

Thanks,

Juni

[winterwolfes]

I heard back from support after filling out the form and the response I got was that this was a known issue created by a recent update to the Google Home app and they are working on it. So we just have to wait. 

[xCrimsonBleu]

Same.

[Sleeper103]

Do what Juni posted it worked for a few of us already.

In the Google Home appGoogle Home app, tap SettingsSettingsunder "General", tap Public Preview.

Tap Request invite.

If you decide not to join, follow the steps above and tap Revoke invite request.

If you're accepted, the Google Home app shows a notification that says it'll soon update to Public Preview.

Features available through Public Preview will vary over time. If you're not able to join, it could mean that you don't have a compatible device. Check back and try again later.

When you get the Public Preview update notification, tap Got it.

[xCrimsonBleu]

I already know that.  And already requested to join.  That's old news. 

Haven't received the confirmation of my acceptance in the preview program yet.  It is still marked as "Your request has been received".

Independently of the preview program, this issue will be considered resolved when the home app is updated to public not just the preview program participants.

Thx,

[xCrimsonBleu]

Oh and my device is a Pixel 6 Pro and we also have the following in the same household: Pixel 6a, Pixel 4a, Pixel 2 XL, Pixel 3 XL.

I'd assume we hit the compatibility mark with one of these ;))

[EdmondB]

Hey there, 

@ChinaDoll51, I'd like to jump in here and check if you've seen xCrimsonBleu's response. Let us know if you need more help by replying to this thread.

@xCrimsonBleu, thanks for the help.

Best,
Edmond

[EdmondB]

Hi there,

@Elctrcn00, have you've seen xCrimsonBleu's response? Let us know if you still need help on this thread.

Glad to hear that works, @ChinaDoll51.

Thanks,
Edmond

[EdmondB]

Hello there, 

Please let me know if you have other questions or concerns as I will be locking this after 24 hours. Feel free to start a new thread and we'll be happy to help.

Thanks,
Edmond

[ChinaDoll51]

We're having the same issue with our Google Nest Doorbell (wired). It was working perfectly up until a few days ago. First the video was blurred, then the camera disappeared in it's on on the Home app. I have a Pixel 6 and my husband has an iPhone XR.  Same thing happened on his iPhone. What the...??

[xCrimsonBleu]

Update the Google Home App --- they just released and new version (3.1.1.15). You should be ok with this update.