Nest cam pic freezes and disconnects

[Tony2024]

Hello, for the last several months, when I view my Nest cam on my Amazon Echo, the picture often freezes or simply disconnects. This was never a problem before. The Nest cam works fine on my laptop, which is hardwired via Ethernet cable to my internet. Does anyone know what the problem could be, since it worked fine on my Echo, via wifi, for the first year I had it? Thank you.

[ByronP]

HI Tony2024,

Thank you for posting here in the community. I'm sorry that you have frozen images or disconnections with your Nest camera. I understand how frustrating it can be. Help's here.

I'd like to confirm some information about your Nest camera:

• What model of Nest camera do you have?
• Are you getting any error messages?
• How far is the camera from the router?
• Are there other devices connected to the same WiFi where the camera is connected?
• Do you have any devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the camera?
• What troubleshooting steps have you done so far?

Please keep me posted. I'll look forward to your response.

Regards,

Byron

[Tony2024]

Thank you for responding, Byron. It is a Google Nest Security Cam (Wired), 2nd generation. There are no errors messages. The router is on the second floor, the camera is on the first floor. An Amazon Fire stick is on the same WiFi the Nest is on, though it isn't being used at the time the nest is. I haven't done any troubleshooting so far since I'm not sure what the problem is. The video didn't start freezing frequently until about four or five months ago. Before that, it worked pretty well. There have been no changes made in the set up or surrounding area since the video started freezing. I thought it might have to do with the humidity in the air since the hot weather started, but that was just a wild guess.

[cifuentesj]

Hi @Tony2024 

Thank you for your timely response and the comprehensive information you've provided.

I just want to ask you two more questions:

• Do you have the same issue on the Google Home app?
• Do you see the live view on the Google Home app?

Additionally, you can try these steps

• Disconnect your camera from power by unplugging the power adaptor from the electrical socket.
• Wait 10 seconds.
• Plug the power adaptor back into a socket. Your camera will restart.

Thank you for your attention. I await your response.

Sincerely, 

Jeremy

[Tony2024]

I have tried unplugging the camera, but that doesn't change anything. The picture freezing isn't constant, but it happens sporadically and numerous times throughout the day. I have live view on the app and it works when I use it on my phone, but I don't have it active long enough to know whether the picture freezes. I just know the picture doesn't freeze on my laptop which is hardwired to my router.

[ByronP]

Hi Tony2024,

Thank you for posting. Sorry for the delayed response. I really appreciate the details and the help. @cifuentesj.

Before I proceed to the next step, I just need to check if you have any parental control or firewall security. High firewall security or parental controls can block communication with the Nest servers. Please check your Wi-Fi router’s manual to check if this feature is enabled on your network and how it can exempt your Google Nest Camera 2nd Gen from these restrictions.

Also, I want to check if the router has device priority enabled; it can limit the amount of bandwidth available for the Nest camera and cause it to disconnect. Please try to move the Nest camera to a higher spot on the router’s device priority list. Since each router is different, try checking if it’s enabled on your router. For more info, review this helpful article on Recommended Wi-Fi network and router settings for use with Nest products.

Please keep me posted. I'll look forward to your response.

Regards,

Byron