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No live video from camera

markwilliams82
Community Member

Evening all

I've just bought a Nest Cam and doorbell.

I've set the camera up as per instructions, but during setup I couldn't get a live view. I continued the set up and put in place, still no live view although the camera lights up green as if its connected.

I've tried hard reset on the camera, reset my WiFi etc and still no improvement. I've even moved the camera indoors to set up next to the hub and no live view. 

In addition to the green light coming on I do get alerts to say someone was seen. 

Everything seems to work except for the live view. 

Can anyone help resolve? I'm reluctant to install the doorbell because of these issues and tempted to request a refund

 

31 REPLIES 31

EmptyNester
Silver Product Expert
Silver Product Expert

HI Mark,  I'm and end user like you.  Just a couple things:

Are you on iPhone or Android?

Make sure you are on the most update OS for the phone and also make sure you have the newest version of the Google Home app.  You can confirm this by going to the App Store and search for the app.  If it says "OPEN" then you have the newest version.  If you are not it will say "UPDATE" and you can do the update.

 

If that fails maybe try it on another family members phone or tablet and see if you get the live image.  

Finally, go ahead an open an official support ticket with Google and see if they can get you up and running. It that works the please return here and let everyone know how you fixed it.

Here is the link for tech support

https://support.google.com/googlenest/gethelp

 

Thanks for the reply

I'm on android and have the latest version of the home app. My wife has android as well and we get the same on her phone.

 

Strangely we have a google hub, I asked it to display the camera and it did once, every time after it'll either fail or show a black screen

Thanks for the update.  I'm scratching my head on this one but I would say the issue feels like it is at the GOOGLE SERVER end and nothing at your end that is preventing it from working. 

I actually just thought of something that I think has worked for other people.  Do a full power DOWN of your phone and let it sit for about 60 seconds and power it back up.  Sometimes doing this re-initialized the phone on the cellular network and it might just fix the issue.

If that doesn't work then I think your best bet is to open a support ticket at the link above.  I would love to hear how this gets resolved.  I see other people on this forum having the same issue.

 

Anything is worth a try. Gave it a whirl but still no joy

Spoke to Google support this morning. Went through some fault findings and basic attempts to fix with no joy so I've been referred to a senior support. Just waiting on them to make contact 

Strange thing is that the Google Hub played the live view one and will show a black screen now whereas the phones show nothing 

Thanks for the update.   I can tell you I'm using an Eeros Mesh with many NEST products and they all work most of the time.  I also have (2) Nest Hubs and they are VERY intermittent when it comes to my Gen 1 security cams.  They will show the live image when ever I ask but typically after about 5-30 Minutes the screen either freezes or turn all GREEN.  Even a re-boot won't bring back the video.  However if I wait 1-3 hours it will all magically start working again. And it doesn't matter which of my cams It is trying to view.  Their either all work or none work.

Please keep me posted.  I hope Nest Senior  Support gets this resolved for you.  My gut is telling me the problem is at their end of the technology.

 

Whats even stranger is that I bought the Google doorbell at the same time as a security package. 

Again, as per the camera, the alerts work and the video will appear on my Google hub when someone is at the door BUT the live view doesnt work on the doorbell either 

 

Wow, this is a strange one.  What is the make and model number of your router?  It almost sounds like something is being blocked by the router.  

I have exactly the same issue. I installed yesterday my new battery outdoor camera and everything works except live streaming. My internet bandwidth is great, my other Outdoor Nest IQ Cams and Nest Doorbell Cam work great. I've tried everything but no solution so far. Don't know what else to do... I was working with a specialist on chat and the last step he recommended was trying to connect the cam to my phone to see if using the cellular network it would solve the issue as he thought my internet connection was not strong enough. Haven't tried it yet... I found it too cumbersome to start all over the setup process again, disconnecting my wifi, etc. Horrible! I think I'll try that when I find the enough strength to do it. LOL

Brad
Community Specialist
Community Specialist

Hi there,

 

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread. Please let me know if you need further assistance. 

 

Best Regards,

Brad

 

Thanks for your assistance, @EmptyNester!

PitterB71
Community Member

Worked today for about 3hrs with support and it seems the problem could be related to servers congestions as today the live feed started to work normally without interrumptions. At first the live feed only worked when the cam was powered with the battery but then it also started to stream normally with the power adapter. Tech Support will come back tomorrow with a more clear answer to this.

aatienza
Community Specialist
Community Specialist

Hey PitterB71,

 

That's good to hear! Keep us posted on how it goes.

 

Thanks,

Archie

EmptyNester
Silver Product Expert
Silver Product Expert

That is great news that it is working.  But I have to ask, how can Google possibly allow "server congestion" when they are one of the largest suppliers of servers in the world.  I hope it isn't a sign that they don't care about this product.

Please keep us posted if anything changes or you get more answers.

It was just a thought. Let’s wait for the actual right answer, if they can find one.

Brad
Community Specialist
Community Specialist

Hey folks,

 

A new update; Nest App 5.68.1 Release for iOS has started rolling out to users, and will continue to roll out over the next few days. Manually update your app, and make sure to restart the device.  Thank you for your patience!

 

Best regards,

Brad

OK but as per my posts, I'm on Android and trying to view live cameras through the Google Home app and not nest?

Is there an update on those as IOS is no good to me as per my OP

Brad
Community Specialist
Community Specialist

@markwilliams82

 

Not yet, it seems. Thank you for your patience.

 

Best regards,

Brad

As with alot of others, you're lucky we've had patience and not returned them

Brad
Community Specialist
Community Specialist

Hi there,

 

Just checking in to see if you still need assistance with this issue.  We'll leave this topic open for another 24 hrs in case there are any follow up questions or comments.

 

Best regards,

Brad

Mine was the OP and still need assistance - still not working on live feed across 2 phones or Google Hub

Brad
Community Specialist
Community Specialist

Hey there,

 

Do you have a Nest Aware sub? I can't help you with the google hub, you'll want to go to the speakers and displays forum for that. And if your two devices are iOS devices, please update the app or wait for the app update to become available. They started rolling out on the 14th for iOS users and this bug should have been fixed. 

 

Best regards,

Brad

Hey, no I dont have a nest aware sub as I wanted to test out the functionality before buying one. 

 

Both devices are Android - I'll await an app. Do you have an ETA for the android app? Thought that would have been prior to an iOS one

Still an issue and waiting for senior support to make contact 

Hey PitterB71,

 

How's it going? Still need our help? Feel free to let us know if you do.


Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey folks,

 

I wanted to follow up and see if you are still in need of any help? Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.


Thanks,

Archie

Still same issue and no fix from any tech support I've spoken with

markwilliams82
Community Member

Yeah I did wonder that.

I'm with Vodafone for broadband so have their router but all the cameras are on Google WiFi via their hubs 

Hi Mark,   They just released an update to the NEST app that might fix this issue.   Go into your NEST app at the main level where you see all your devices. Click the GEAR icon in the upper right corner and then ACCOUNT.   At the bottom it will show the software version.  If it is anything less than 5.68.1 then head over  to the app store and download the update.

markwilliams82
Community Member

Interesting to know but I have the cameras through the Google Home app and not the nest app

Hi Mark,  thanks for clarifying you are on the Google Home App.   

One thing I learned this week is this:  With the Nest app and/or Google Home App you create a 'home' and all your cameras are put in there.  If you move the cameras or chance routers then sometimes you are forced to create a new 'home' in the app.  Did you do this by any chance?

If you did then maybe check this:   You can see what 'home' each camera is in. In the Google Home app click to view a camera. Hit the GEAR icon and then you should see "HOME".   Click that and you should see what 'home' the camera is in and also it will list any other 'homes' you may have had in the past.  If you have more than one home listed then there is a good chance all the Google support people have to do is move the cameras into the correct home.  But they have to do it on their side to fix the problem.

For the HUB you hit the GEAR and then select the DEVICE INFORMATION before you can see the HOME option.

Hope this helps.

aatienza
Community Specialist
Community Specialist

Hey markwilliams82,

 

Thanks for the help, EmptyNester and Brad. I'm dropping by to ensure if everything is covered here. Hope that sheds some light on the issue.


Thanks,

Archie

Thanks - every camera I have is listed on the same HOME option