Nest camera feeds continually hanging

[Lmd2022]

I have a couple of nest indoor cameras which have recently started to hang (spinning blue circle) after a few seconds to a few minutes of live footage. Restarting the nest app will see the feed start to work again, but a minute or two later it will go back to the spinning wheel. Unbelievably frustrating.

troubleshooting & info:

ubiquiti udm pro SE and latest wifi APs. Everything up to date (firmware etc)
500mbps down, 1gbps up internet connection. Less than 3mbps traffic in either direction, so connection isn’t saturated.

Restarted cameras, wifi units, router, phones. Uninstalled nest app and reinstalled. 
Same issue happens on iPhone 12, iPhone 13, iPad. Also happens through the google home app.

On the ubiquiti management app I can see the camera has a 99 to 100% wifi experience, so has got a very strong signal. AP has about 6 devices connected so well within capacity.

Curiously, I have a nest doorbell and external camera which don’t appear to have the same issue.

Any advice welcome!

[rmcmartin]

Experiencing same issue. Been using the same nest camera setup for over a year and this just started to happen last week.  Possibly related to software/firmware update?

[Lmd2022]

I suspect it's related to the IOS app - I've logged into the nest.com portal from a PC and am streaming from there without any issues. Are you able to run the same test?

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I definitely understand how frustrating your situation must be, and I wanted to make sure that your concern was acknowledged. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Best Regards, 

Brad.

[Lmd2022]

Hi brad, thanks for getting in touch. Yes, the problem is still ongoing.

[Lmd2022]

Any news, Brad? Looks like we have five people here all reporting the same issue. We personally use the nest cameras to watch our infant child, so it's pretty disruptive missing her cry etc in the night because of this bug.

thanks in advance.

[Brad]

Hey folks.

Sorry for my absence, but this issue seems to be an ongoing bug that we are still looking into. I'm afraid I am not privy to any form of ETA. Try your best to follow other troubleshooting steps like restarting, factory resetting, etc. that you can do on your own side.

Best regards,

Brad.

[Brad]

Y'all,

I have acknowledged that this issue is present, and I have also stated there is no such solution at this time. I have nothing more to say on the subject until there is a solution. I apologize for this inconvenience, but I cannot assist you further until there is a solution to share.

Best regards,

Brad. 

[Ralphy]

Please help Brad

[rmcmartin]

Yeah I think you're right with regard to it being related to the iOS app.  When viewing from my Nest Mini Hub the feed does not hang. 

[paulbwa]

I've also started having this issue in the last week.

Also using Ubiquiti networking (Unifi)
Only affects indoor cams, outdoor is fine
Happens in both Nest and Google home apps
Seems to only be iOS affected and web browser works ok 

Hard to be sure what is going on. Sometimes one phone will show the spinning wheel whilst another one is working fine.

[Lee1968]

I have a similar setup - UDM and two nest outdoor cams with 1gbps internet and 500mbps on the wifi.

Usually works perfect for a couple of minutes, then the buffering wheel until i restart the app. this is the same on three IOS devices, but everything works fine on PC browser.

[Lee1968]

BTW, it looks like at least three of us are using Unifi Network.

[Lee1968]

I’ve now tested this using my Virgin router, and the same problem still persists. So that pretty much rules out the Wi-Fi.

[Swish]

We have the same issue for a week too, using eero hubs with Ethernet backhaul, super strong single throughout house. Any fix from nest yet??

[Swish]

It’s not just us there are loads of one star reviews on the Nest iOS app reporting the same!

[Ralphy]

So pleased to find this thread! Same circumstances here. Been using the camera and neat app for 3 years with minimal issues. Just upgraded broadband to 500mb so definitely not a bandwidth issue. I think this must be iOS in need of serious update asap! 

[Swish]

Any update on getting a fix for this? Really is unacceptable.

[Brad]

@Swish

No update at this time. Please restart your device or Factory Reset it until heard otherwise.

Best regards,

Brad.

[Swish]

Hi Brad, this does not help. The issue is on Google's end. Telling users to reset/restart device is not a fix. The camera feed will continue to hang after a few minutes. As a paying subscriber to Nest, google really need to formally acknowledge this issue and provide status updates. Only a matter of time before the media start reporting on this.

[Ralphy]

Sorry Brad but this is literally awful advice. Everyone here has probably been trying this multiple times already which is why we’ve ended up seeking help. Asides from the fact that the connection wizard is a complete ballache to go through at the best of times. The app needs urgently fixing

[Vethman]

Same issue here. Using an Ipad as my viewer for my 2 infant kids. On all our ios devices the spinning wheel comes up after a few minutes. 

We also use a nest hub 2. This one does it better, but sometimes not connection message and the videofeed is gone. Really frustrating. Fix it please!

[Lee1968]

I spent over an hour talking to Google technicians this morning, going through the symptoms and ruling things out. The upshot is, they now suspect a problem, probably within the app and have progressed my query to the advanced technicians. They will be getting back to me hopefully within the next 24 hours to update me. When I hear something I will post it on here. 

[Swish]

yes problem is linked with the last app update for sure. I'm surprised that the Nest developers haven't picked up and implemented a fix this. Surely they must be using Nest cameras in their own homes?

[Lee1968]

Well so much for the “we’ll update you in twenty four hours”. Three days later and I haven’t heard a thing. 😡

[Skippy42]

…and that surprises you? 😉

[Lee1968]

No, it doesn’t really surprise me.

Over a week now and still nothing from them! 😡

[Ralphy]

Updates please! Feeling especially sorry for people that are wasting their money on the subscription service!