Live video has been broken/unavailable on one of my external cameras with a floodlight for several weeks now. Event and historical video is still available with few minutes of delay. These cameras are crucial for home security especially the live view feature.
Searching through the forum it looks like there have been several reports of this in the past few months. Yet no clear solutions for this problem.
I have tried everything (power cycling, start/stop, check wifi signal) up to and including resetting the camera with no success. (See screenshots of the problem below)
I tried initiating a chat with Google support but seems to not work either.
Any community specialist care to comment if this a known problem and a solution is being worked on? Are there options for return and refund? Not having access to external security camera feeds is risky at best and downright dangerous depending on where you live.
As an update in terms of additional data points -
I have tried this several (hundred?) times in the past few weeks and the transition from "Loading" ---to---> "Live view unavailable), retry" happens at approximately the 10 second mark.
Which to me is sounding more and more like a software timeout glitch that perhaps got rolled out gradually to everyone. 🤔
Gigabit fiber, 5 nest routers all Ethernet backhaul, 3 spotlights, 6 outdoor\battery cams with power cords, 1 gen 2 doorbell. I constantly have issues with some random camera saying it's feed is unavailable, but the last 4 months or so it's been a more common occurrence that the camera won't come out of it without a reset. Ive factory reset and rebuilt my "home" from scratch, TS wifi, tried static IPs, different DNS servers, nothing really fixes it. The gen 2 doorbell seems the most stable though and I'll also add that notifications on the battery cams\floodlights are also pretty unreliable. All of mine ignore my zone settings and don't identify moving objects correctly like ever anymore.
Good luck finding a solution, Im to the point that I think I'll be forced to change ecosystems when my equipment starts dieing, probably prematurely
The camera that is not working for has been consistent so far - only 1 nest cam floodlight out of the 2 we have. The other nest cameras also work without an issues.
Just spent about 3 Hrs with Google support with no resolution trying all the steps. They escalated it to their technical team whatever that is.
I'm pretty close to abandoning the Nest ecosystem this has been extremely frustrating and inconsistent experience not to mention a security risk for my home.
Don't expect to get any meaningful help from Google for your issue. My floodlight cam started giving me issues and I tried everything I could to reset it. Called customer support 2 days before my warranty period expired. Jumped through all the hoops with multiple reps resetting the camera, deleting the app, etc. and they told me they were escalating my issue to the engineering team and that I'd hear back from them. Received one message that they had an update for me. When I tried to reconnect with support over several days they didn't respond. Opened a 2nd ticket, had to jump through all the same hoops again. Once again told I'd get a resolution. And again, no response, no reply, nothing. A call to Google/Nest support is like going down a rabbit hole. For years I've converted many friends and colleagues to Google devices. I regret that very much now. After the experience I've had I'll never buy another Google device. I'm asked all the time about my phone (currently Pixel 6 Pro but other Pixel phones prior), my thermostat (Learning Thermostat) and multiple cameras and if I like them. I tell them I love the phone and thermostat, but the cameras are junk and I'll never own another Google device because of the poor customer service I received with my camera issue. Absolute worst customer service I've ever experienced. I've been an avid Google supporter for years and I'm through with them because of their pathetic service. Do yourself a favor and buy a different brand.
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.