Nest hello live video feed in nest app is squashed and video won't load on phone when bell is rung.

[HackerscbrHacke]

When the nest hello video quality is set to high, the live feed shows in the nest app as squashed vertically (this doesn't happen on the Google home app or the nest pc website).

Also when quality is set to high, the push notifications to the phone when the doorbell is rung don't allow the video to load and you can not talk to whomever is at the door as the video feed never loads. This is a new issue (probably nest android app issue)

Have tried: unistall next app, reinstall, remove and add camera to nest account, reboot doorbell, factory reset doorbell. 

Phone is Samsung s10 plus, have tried on Samsung S8 and issue doesn't happen. No difference between WiFi and LTE.

[Brad]

Hi there,

Sorry for my late response. Thank you for all of your patience while waiting for a reply. I just wanted to make sure that your issue is addressed. I can definitely understand how frustrating your situation must be. I would love to help you find a solution to this issue. 

• Do you still need help with this issue?

• What troubleshooting steps have you done thus far? 

• Have you tried to restart your device if you haven’t already?

• If the restart didn’t work, have you tried to do a Factory Reset? This would be a last resort option, but would clear out issues and the device would essentially be ‘brand new’

Please let me know if you need further assistance. 

Best Regards,

Brad.

[HackerscbrHacke]

Hi

I've tried both a power off reset and full factory reset with out success. 

The issue appears to be with the Nest app itself as if I have the quality on high and use the the Google home app the video does not look squashed. Have tried reinstalling the nest app without success.

I can't leave the quality on high as either it stops the push notifications coming through or I can't use the app to speak to people through the door bell.

[Brad]

@HackersbrHacke

Hi again, 

I haven't heard of this being an issue with other users so far, could it be possible that this could be happening on your specific mobile phone. I know that there have been reports of users running into trouble with their Samsung Galaxy devices. We are actively looking into this, and collecting all feedback regarding issues pertaining to Samsung phones. I will collect this information and send it forward.

In the meantime, I am afraid I do not have a fix for you. My suggestion would be to try viewing your footage on the https://bit.ly/3gW4i8w online site on a computer. Please let me know if you need any further assistance.

Best Regards,

Brad.

[Brad]

Hi again,

Just checking to see if you still need help. Please let me know.

Best Regards,

Brad.

[Brad]

Hey Folks.

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.