No live video for nest cam battery

[Merlin]

I am not able to view live video on my nest cam battery cameras. I have old nest cameras that work fine for this in both nest and Google home apps. I have some powered and some battery, but none of the new ones will show live video. They continue to record events which can be watched back with a couple of min delay to what's available live. Same issue with my wife's phone, both pixel 4. Same issue with my old pixel 2.

[BurkeNan]

I have the same issue.  These are new Nest Cam batteries installed just 2 weeks ago.  It worked fine until yesterday, now it won't Live Stream with the message "Live Stream unavailable.  The camera may be unreachable or saving battery".   We still get alerts with video posted quite a bit after the fact.  Any suggestions on this?  I am a new user

[Merlin]

Mine has never shown live video. I have been through the entire troubleshooting process with support, deleting, reinstalling, restarting, factory resetting with no change. Currently waiting on them to follow up with an email for further steps.

[BurkeNan]

Thanks Merlin.  We had live video until yesterday.  I have not tried any of that yet.  Will do that next I guess.

[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.

[Merlin]

Hi Brad,

I do still need help.

I have restarted, factory reset, uninstalled the app, accessed it from several different devices. The problem is persistent across 3 phones and home hubs both 1st and 2nd generation as well as 6 cameras. They still record, but can't check live video. My older nest cams work perfectly fine

[BurkeNan]

I have been unable to do any troubleshooting yet. If you can give me some suggested steps it would help

[Brad]

Hi there, 

I can definitely understand how frustrating your situation must be. I would love to help you find a solution to this issue. Thank you for explaining a bit more of what you have done to troubleshoot it. 

• What is your Battery like when you try to view the live footage? What % is it at?
• It also sounds like it could be related to your internet connection. If the mbps isn't high enough, that could cause streaming issues across all of your devices. 

Please let me know if you need further assistance. 

Best Regards, 

Brad.

[BurkeNan · Accepted solution]

Thank you Brad for responding.  I am pretty sure I figured out what was happening.

These cameras are new to us.  I had not set up any activity zones on our front camera that includes the sidewalk and street.  I had set it to detect vehicles and people.  While we were away, the people coming and going to a nearby school caused the camera to be alerting and recording for nearly an hour each afternoon and morning.  The resulting drop in battery charge apparently triggered a low battery mode in the camera.  If an event occurred, the camera still recorded it and periodically would upload the videos.

We have returned home and charged the battery.  I set up an activity zone that has almost eliminated any events from the school traffic.  We still get an alert if someone walks up the driveway, so I think we are OK.  The battery has stayed charged.  It shows a 5 month supply 1 week after it was charged.

So I think all is well.

I am going to keep an eye on this and will get back to you if I need anything.

Thank you again

Tann

[Brad]

@BurkeNan

I am relieved to see that the issue was figured out! I was heading in that direction with my assistance anyway. That is great though! Especially with it being a new product, even I am still learning new things about our new cams and doorbells each day. Please let me know if you need further assistance though! To keep our community forums clean and organized, I will need to lock this thread as a resolution was found. If you run into more issue, please create a new thread and we would love to assist you further.

Best Regards,

Brad.