Nest camera can’t reach camera with new google home

[Gillma]

We use our nest camera as a baby monitor, and since the new google home update it stops streaming video multiple times a night and shuts off the iOS device. This even happens multiple times during a 2 hour nap. This rarely happened with the old app, and would refresh itself/never turn off the iOS device. Huge problem if baby monitor is turning off multiple times a night while we sleep.

[Anonymous]

I can sympathise. My cameras monitor a person with a disability and the cameras have been faulty since we purchased them. No help from Google with multiple support cases.

When the person with a disability self harmed  "it was more a suicide attempt" because they knew the cameras weren't active and they wetent being watched gooogles reply was "sorry for the inconvenience ". Like seriously a disabled persons suicide attempt is an inconvenience. Google are pathetic really just completely off the mark with their customer support. 

[EmersonB]

Hi everyone,

@All, thanks for reaching out here in the Community. We understand that your Nest Camera keeps getting disconnected to your Wi-Fi network. To know more about this issue, I'd like to confirm — what is your internet service provider? What is the light status of your Nest Camera? Also, how far are they from your Wi-Fi router? Try reinstalling your Google Home app and hit this link to troubleshoot offline Nest Camera or Nest Doorbell.

Looking forward to your response. 

Regards,

Emerson

[Gillma]

Our internet service hasn't changed since the camera camera dropping off (get the message that live video is unavailable), it is a change since updating the app. Our internet has download speeds of 200 Mbps and upload speed of 10 Mbps. I did change the video quality from max to high, but that didn't make a difference. We use google mesh, and while the main unit is downstairs, there are mesh points in the room next to the google nest camera, as well as the room directly below the room with the camera. This happens on multiple devices, so it also seems to be specific to the new google home app, and not the device that it is on.

[EmersonB]

Hello Gillma,

We appreciate your update. Just to be sure, are you getting the same issue with your other mobile phones? We would recommend you to restart your Wi-Fi router and Nest Camera. In case you're getting the same issue, try resetting it to the factory default and monitor its behavior. Looking forward to your response.

Regards,

Emerson

[Anonymous]

Yep its not a user problem its a Google problem 

[Lance_L]

Hi folks,

Thanks for posting in our Community. I'm sorry to hear you're having trouble with this. Let’s check it out.

@Gillma, what type of Nest camera do you have? Depending on the type of camera, the video stream will stop automatically.

• Live video from battery-powered Nest cameras and doorbells stops after 5 minutes.
• Live video from wired Nest cameras and doorbells stops after 12 hours.

More information here: Watch live video stream with the Google Home app.

Let me know if you have any questions.

Thanks for the help, Emerson.

Best,

Lance

[Gillma]

Thanks Lance, it’s a wired camera and on less than 12 hours when it times out. Luckily with updates to the google home app this seems to have mostly resolved itself and only times out once a night at most. 

[Lance_L]

Hello Gillma,

Thanks for getting back to me. Let’s try the troubleshooting steps below (and test if the issue is resolved after each step):

1. Open your iPhone's Settings > General > Date and Time. Tap Set Automatically, toggle it off, and then turn it back on. Make sure that the timezone, date, and time are correct.
2. Go back to Settings > Privacy > Location Services > Google Home. Make sure the Google Home app has permission to use the phone's location.
3. Check for any updates for the Google Home app in the Apple App Store.
4. Check for any iOS updates.
5. Uninstall the Google Home app, restart your iPhone, and then reinstall the Google Home app.

Keep me posted.

Regards,

Lance

[Lance_L]

Hi Gillma,

I wanted to follow up and see if you are still in need of any help. Have you had the chance to try the suggestion above? If yes, how is it?

Regards,

Lance

[Lance_L]

Hey Gillma,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns, as I will be locking this thread after 24 hours.

Cheers,

Lance