Nest Indoor Camera App Crashing

[John-H]

Nest Home App is up to date. Can click the Nest App and view home page. As soon as I try to view video clips, the App shuts down after 8 seconds. This has been reported previously with no support offered. This also happens when view through a web browser. Home page stays active but unable to view video clips. It also happens when viewed on an Android phone so is an App problem and not the type of phone or web browser used

[MplsCustomer]

@John-H 

I don't know whether this will help or not, but have you tried rebooting/restarting your Nest Cam Indoor by unplugging it for a minute or so and then plugging it back in?

[John-H]

Thanks for your answer.
Yes I’ve rebooted all three of my cameras. Deleted the App and reloaded it. The App Home Screen is stable but as soon as I try to view a Video it crashes

[sicsacol]

Hi folks,

Thanks for reaching out.  I'm sorry to hear that you're having difficulty viewing your cameras' video history.

@John-H, I understand it can be frustrating when your devices aren't working as expected. No worries, let's work together to figure this out. To help, I have a few questions for you:

• Are all your cameras Nest Indoor cameras?
• Are you experiencing this issue with all of your cameras?
• How many cameras do you have in total?
• Does this issue also happen with the live video feed?
• Have you tried viewing the video history on another phone? If so, does the problem persist?

@MplsCustomer, thanks for your help, I really appreciate it.

Please let us know the answers to these questions, and we'll be happy to help you further.

Cheers,

Jonathan 

[John-H]

I have two Nest Indoor cameras on The Nest App. When I open the app it stays on. When I attempt to browse cctv footage the app automatically closes within 5 - 8 seconds. This also happens on my partners Apple iPhone. We do not have an android phone to try it on. 

[sicsacol]

Hi @John-H,

Thanks for your reply.

Based on your previous response, it seems your home members are also experiencing the same issue. To help me diagnose the problem, I have a few questions:

• How many members do you have on your account?
• Are all of them experiencing the same issue?
• Are all of them using iPhones?
• What type of phone are you using?
• When you said "CCTV footage," did you mean the live video or video history?
• Did you try viewing the live video using a laptop? If so, does the issue persist?

Here are a few things you can try:

• Make sure you're using the latest version of the Nest app ( 5.77 ).
• Check if your phone is running the latest iOS version.
• Force close the app: Open the device's Settings > Tap Apps > Find Nest > Tap Force stop.
• Clear cache and storage: Open the device's Settings > Apps > Nest > Storage & cache > Tap Clear cache and Clear storage
• Sign out and then sign in to the Nest app.
• Reset app preferences: Go to the device's Settings > Apps > See all apps  > 3 dot menu > Reset app preferences > Reset apps.

Please let me know how it goes.

Regards,

Jonathan  

[John-H]

I am the main user on the Nest App. My partner has access but we do not use her phone location. We both have iPhones. Mine is a 14 Pro Max and hers is an iPhone 12 Pro Max. We have the current software installed. Once I click on the Hallway or Living Room Video the app crashes immediately so I can’t see either the live video or video history. When I log in to home.nest.com I can view my video clips on a pc but only the saved items. In settings on the Neat App I do not have the function to Force Reset. Hence I’m also unable to Clear Cache. I’m running the latest IOS software

[sicsacol]

Hi @John-H,

Thanks for your reply, I really appreciate it.

I have a few questions for you, just to gather more information:

• What type of Nest Cam do you have?
• Are all of them experiencing the same error?
• Are you encountering the error with the Nest app or the Home app?

Please let me know the answers to these questions, and I'll be happy to help you further.

Sincerely,

Jonathan 

[John-H]

We have 2 x NC1200GB Indoor Nest Cams. The fault only occurs on the Nest App. The Home App has no fault at all when viewing Live CCTV footage or recorded video. I believe it’s an App fault and not the cameras themselves as they both work fine on the Home App

[sicsacol]

Hi @John-H,

Thanks for your reply.

My team would like to know more about this behavior with the Nest app. When you get a chance, please fill out this form. Let me know when you’re finished. We’ll have someone reach out to you via email from there.

I really appreciate your cooperation on this process.

Regards,

Jonathan 

[John-H]

Hi Jonathan

Ive submitted the form for you

[sicsacol]

Hi @John-H,

We've received your form and appreciate the details you provided. Please keep an eye on your email, as someone from my team will contact you shortly to help. If you have any questions or concerns in the future, feel free to reply to this post.
 

Cheers,

Jonathan 

[John-H]

Thank you Jonathan

Really appreciate your help