Nest/Google Indoor Camera Freezing

[SpydrMnky]

So, I can't help but notice that this is a problem STILL not fixed... My indoor Next camera will show my screenshots, but not replay. just a frozen thumbnail. When I go to the live feed, I get glitchy moving pictures.

I have restarted the router, unplugged the device for the determined time, uninstalled the app, re-allowed permissions, and just about every other non-fix that Google has pumped out. This was shortly fixed when deleting my entire video history, but this cannot be the fix as I sometime need that video...especially when the fix lasted two days. Not to mention it defeats the purpose of a security camera!

Brad and company, what is the glorious solution here? Can you just send me a replacement camera and you can trouble shoot mine for me. Then, when you find the problem, we can swap cameras again? I didn't pay this kind of money for a sub-par product. 

[benglert]

I have the same problem. I often see "video can't load." I've reset everything and my internet and router are just find. All my other products work. 

[SpydrMnky]

Oh yes, and I forgot to add that my upstairs indoor camera works just fine. 

[MplsCustomer]

@SpydrMnky 

If you have a 1st gen indoor camera, do you have these problems in the Google Nest app, on the home.nest.com website, AND on a Nest Hub (if you have one)?

If you have a 2nd gen indoor camera, do you have these problems in the Google Home app, on the home.google.com website, AND on a Nest Hub (if you have one)?

If you can't resolve it, you could try contacting Support using the link and instructions in the post below:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[SpydrMnky]

Problem camera is gen 1 and works only sometimes in the Nest app. Never worked on Google App, and works online. 

The gen 2 camera I have works in the Google app, but have never been able to pull it up on home.google.com. All I get there is “ use the Google Home app to get started.”

The cameras are Nest/Google cameras, so the cameras should really work together. If they don’t work together on one app, then what is the point?

[MplsCustomer]

@SpydrMnky 

The gen 1 cameras do NOT work in the Google Home app, unless you choose to install the beta "Public Preview" version of the Google Home app AND then move your cameras from the Google Nest app to the Google Home app. We haven't done that because the Google Home app lacks so many functions.

I don't know why your gen 1 camera "works only sometimes in the Nest app". Do you have a Nest Aware subscription? (Here's what you get with each subscription: https://support.google.com/googlenest/answer/13318581.)

You have to be signed into Google in your browser--using the same gmail account you use to log into the Google Home app and Google Nest app--in order to see livestreams for your cameras on the home.google.com website. You should see both your gen 1 and gen 2 cameras.

Yes, Google Nest cameras should work together. We've been using 2 apps ever since we bought a gen 2 battery camera in Sept. 2021.  And they still haven't added Nest app functionality to the Google Home app.

[Jenelyn_O]

Hi everyone, 

Thanks for reaching out — I'm sorry for the delay. I just want to check if you managed to see the response above. Please let us know if you still have questions or concerns, as we'll be willing to assist you further.

I appreciate your help, @MplsCustomer.

Best,

Jenelyn

[SpydrMnky]

I would say my issue is unresolved as of this time. Outside of the above comments displaying that Google is somehow unable to make their cameras work with the software I’ve had to migrate to. There are SO many of these similar threads, and all of them are unresolved to date. 

[EmersonB]

Hello folks

@SpydrMnky, this is not the experience we want you to have and we really wanted to help you with this. What MplsCustomer has shared is right on the spot. To further isolate this issue, do you have a Nest Aware subscription? In case you do or you just renewed it, make sure you applied to the right home structure and you use the same email address when renewing it.

I appreciate the help, MplsCustomer.

Regards,

Emerson

[SpydrMnky]

@EmersonB , yes I do have my subscription, and it’s all set to one account, one address/home. Having to use two different apps just to use my home security system doesn’t make a whole lot of sense. Why can’t Google’s IT figure out how to make all the cameras operate on one Google Home account. Otherwise, what’s the point of having to migrate from a perfectly good working Nest app?

[EmersonB]

Hello folks,

I appreciate the update. The new Nest Cameras and Nest Doorbells are exclusive to the Google Home app because we wanted to create an integrated experience with your speakers and displays. We're always looking for ways to improve and we'll take it as feedback. I'd suggest you send yours with our Send Feedback form to let the Google Engineering team know about your concern. While they won't respond directly back to you, this is the best way to let them know about this. 

Thanks,

Emerson