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Nest Doorbell is effected by MacBk Pro (2018) BigSur 11.5.2 upgrade. iPhone & iPad have no issues

Cabbage
Community Member

I recently upgraded my MacBook Pro (2018) to Big Sur 11.5.2     (Big Mistake)   While my iPhone and iPad continue to work well with my Nest Hello doorbell, the computer does not.    On the computer which is where I normally view the Nest camera, the correct picture comes up, but the circle showing it is working never stops circling.  

This means there is no audio and if the scene changes, the picture doesn't change because it is frozen at that point.  I also have Nest Aware.  I can move the time line bar backwards to activity and the proper picture is in the small square on the time line, but it never progresses either.

Help would be greatly appreciated.    Nest chat support has not been helpful.

 

1 ACCEPTED SOLUTION

Thank you for responding.  I tried to get help from google nest on 5 different occasions.  Each time I spent over an hour even though I gave them previous ticket numbers so that they would know what had already been tried unsuccessfully.  I never got help.  I will try the links you provided.      Surely I'm not the only person with this problem.

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9 REPLIES 9

Ashepherdson
Gold Product Expert
Gold Product Expert

Are you having this issue trying to view the cameras on the weh portal or are you using the nest app?  If the app, delete it and reinstall, if the portal, try installing a different browser (not safari) and seeing if it happens there ..and please report back 🙂

I tried it on Chrome and Firefox with same outcome.  

Ashepherdson
Gold Product Expert
Gold Product Expert

Okay, have you tried safari yet? 

Actually ignore that question it matters not, 

 

Go to Settings -> Network -> Advanced -> DNS tab

Click '+', then add server 8.8.8.8

Delete any other DNS servers in this list by selecting them and pressing '-' (minus)

Click OK, then Apply, then restart

It made no difference.  Thanks for trying.

 

Cabbage
Community Member

I have decided my issues are from upgrading to Big Sur 11.5.2       I have used a family member's MacBook with 10.5 and Nest works perfectly.  Unless someone has another suggestion I will try to uninstall Big Sur.

Brad
Community Specialist
Community Specialist

Hey Folks.

 

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

 

Best Regards,

Brad.

MplsCustomer
Bronze Product Expert
Bronze Product Expert

That's too bad that something in macOS Big Sur prevents operation of the home.nest.com website across all browsers. Could it be a firewall change? Maybe it's worth trying to alert Google on this. (They do, after all, have a support page on watching Nest video from a computer: https://support.google.com/googlenest/answer/9249175?hl=en&co=GENIE.Platform%3DiOS&oco=0, as well as this page on browser requirements: https://support.google.com/googlenest/answer/7035987?hl=en&co=GENIE.Platform%3DDesktop)

I'm on macOS High Sierra (10.13.6) because my system is too old to upgrade, and home.nest.com works fine.

Thank you for responding.  I tried to get help from google nest on 5 different occasions.  Each time I spent over an hour even though I gave them previous ticket numbers so that they would know what had already been tried unsuccessfully.  I never got help.  I will try the links you provided.      Surely I'm not the only person with this problem.

View solution in original post