Nest app shows camera offline even when it's not offline

[Michael80]

I have two Nest camera products: a Nest Doorbell (wired) and a Nest Cam IQ. The Cam IQ is indoors but watching my driveway through a window.

I get notifications on my phone whenever the Cam IQ detects someone in my driveway. When I then open the app on my phone, I'll see a live preview from both cameras. But when I click on the Cam IQ to see the event timeline, it will briefly show the live view of the cam, then suddenly go black and say that the "Camera was offline." When it does this, I can't even look at prior events by scrolling down the timeline. When I return to the homepage in the app, the Cam IQ view is black and says it's offline.

Clearly, the camera was NOT offline, otherwise, I wouldn't have gotten the notification, nor would I get a live preview from the camera on the homepage (and briefly when I open the detailed view page for that camera). Clearly, this is some sort of bug but I can't figure out how to eliminate it. This only happens with the Cam IQ, never the doorbell camera. And it's an intermittent bug that occurs frequently, but not all the time. I've tried unplugging the camera to reset it, deleting the camera from the app and re-adding it, and uninstalling/reinstalling the app. Nothing has resolved this issue.

[nor3bo]

My nest doorbell (wired) does this too.  As soon as I try to actually use the camera, it suddenly goes offline and takes forever to recover.  

It will send a notification saying someone is at the door, but if I open the app it is suddenly not available...  Pretty much useless for its intended purpose.

[Brad]

Hey there,

Thank you for bringing up the concern you're experiencing, I would love to look into this further for you. The first troubleshooting step that I'd recommend would be to restart your device. This process should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.

Best regards,
Brad

[Michael80]

Brad, thanks for loving to look into this further for me. But did you overlook the last two sentences of my original post? I clearly stated: "I've tried unplugging the camera to reset it, deleting the camera from the app and re-adding it, and uninstalling/reinstalling the app. Nothing has resolved this issue."

[Brad]

@Michael80 

I must have missed that, but if you still need further assistance, please fill out this support form, and support will reach out to you. 

Best regards,

Brad

[Brad]

Hi there, 

Let me know if you need anything from me, but I am just seeing if you've filled out the form. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[Michael80]

Thank you, Brad. I did fill out the form last night. However, the message I got after I submitted the form was something to the effect of "We will contact you if we need more info or if we have anything to tell you" which doesn't sound very reassuring that my problem will actually be addressed.

[Brad]

@Michael80 

I could see how that feedback isn't very helpful, but I am not sure I can offer you a better option in the forum. That isn't something we can assist you with here, and support should be able to look into this further. I would recommend messaging them back for more information. 

Best regards,

Brad

[EmersonB]

Hello everybody,

@Michael80, we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. If you have any questions or concerns, feel free to create a new thread as I will be locking this thread after 24 hours.

I appreciate the help, Brad.
 
Best,
Emerson