Google Nest Community

JamesO9 · ‎06-07-2022

I purchased a Nest outdoor floodlight wired camera, which I had installed today. Unfortunately, when I go into the Google Home app, to view it, I get the message 'Live video unavailable'

Interestingly, I receive notifications and can actually view videos in history but not live.
I have a Nest cam doorbell which works and I can view in both the Google Home app live.

I have tried reinstalling, resetting the camera and moving the nest Wi-Fi router closer but
to no avail.

The only issue I can see is that within the google home app - floodlight Camera settings - device information - it has the model as Nest Cam Battery.

I’ve reinstalled 3 times using the correct QR code and making the correct model selections (floodlight) without any success.

PitterB71 · ‎06-07-2022

I have the same issue but with my battery outdoor camera but connected to the power outlet, I'm not using the battery. No live feed, everything else works just fine. It's driving me crazy since I installed it yesterday. The rest of my older nest cameras works perfectly fine, so it can't be the internet bandwidth.

EmptyNester · ‎06-07-2022

I see on this user forum a number of people are reporting the same thing. But so far I don't see anyone that has posted a solution. I think your best bet is to open a support ticket with the Google folks. Here is the link to do that.

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

PitterB71 · ‎06-07-2022

I already did this today. Working on it.

JamesO9 · ‎06-14-2022

Any luck with your ticket @PitterB71 ?

PitterB71 · ‎06-14-2022

This is what they said:

This is Russ from the Senior Support, I hope this email finds you in good health!

We've got the case consulted by our team and would like to know how long you've been viewing the live feed before you see the camera go idle? If you have been watching for a while - this is expected - if it's showing this immediately on opening the camera feed, that would be something we need to investigate.

That's all, not very much. In my case the issue solved itself I don't know how.

JamesO9 · ‎06-14-2022

I'm still experiencing the issue. Hoping that it will just solve itself as well. Lucky you.

Thanks for getting back to me.

PitterB71 · ‎06-14-2022

Try doing a factory reset, that's what I did two times. If during setup the live feed works then you're good to go. If after setup the live feed doesn't work but during setup it did, give it some time. That's what I did.

If during setup you don't have live feed try changing the location of your camera to check if it's the camera that's wrong or maybe your wifi signal is not strong where you want to put your camera. If there's no live feed anywhere you put it then I would suggest returning the camera and buying another brand.

Brad · ‎06-14-2022

Hi there,

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread.

Best Regards,

Brad

Thanks for all you do, @EmptyNester!

JamesO9 · ‎06-14-2022

Hi Brad,

The issue still persist for me. I've been troubleshooting with Google Support and the case is being escalated. Lets leave this thread open until I have a resolution or a refund.

Thanks

Brad · ‎06-20-2022

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

JamesO9 · ‎06-20-2022

Brad,

my issue is not resolved

i have a technical ticket open and have been waiting now over a week for a response from google.

This seems to be an issue several people are having.

Why is google struggling to much to help me?

I do feel I’ve been mislead when buying this product.

aatienza · ‎06-21-2022

Hey JamesO9,

Thanks for the help, Brad. Could you tell us the case ID from your interaction with our support team so we can take a closer look?

Thanks,

Archie

aatienza · ‎06-24-2022

Hey JamesO9,

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

JamesO9 · ‎06-24-2022

Hi Archie,

I spoke with a google support person via live chat and was and they were unable to fix the problem. They promised they would escalate my issue and be back in contact within 48 hours but I have not heard from any one in over a week now. I actually never even received confirmation of the live chat as they said they would send through.

I save the ticket ID ( ID:0-3183000033047)

Can you please review my case and escalate to your Management as an example of poor service?

I really want to determine if my camera has an issue so it can be replaced or refunded.

Thank you very much for your support.

Regrads

James

EmptyNester · ‎06-25-2022

Hi James09,

As I look back thru this forum I see there are about 10 +/- people reporting that everything seems to be working accept Live Viewing. I think the only way to trouble shot this is thru the processes of elimination. And it is starting to sound like an issue with your router or firewalls.

If you search in Google (not just in this forum) "Google Home Live video unavailable" you will see many people having this issue.

What kind of WIFI Router are you using? If you are using a GOOGLE Mesh router then one person said this fixed the problem (ONLY FOR GOOGLE WIFI ROUTERS)

Go to Google home app,

Wifi

Settings

Preferred activities

Uncheck both activities.

--------------------

As a test try turning off any security / firewall options in the router (not your computer).

Maybe go into the ADMIN of your router and see if any settings look like they are preventing the live feed. You may want to call the tech support for the people that make the router and see if they can shed ay light on this.

Try another phone (IE iPhone or Android) to see if either one works.

Have you tried viewing the live image when you are away from home so that the image gets to the phone via the cellular network rather than your router.

I know this is a big pain but do you have an old WIFI router hanging around that you could reactivate for a test? You would have to power down your current router and then give the old router the EXACT same name and password as your current router so that the Nestcam finds it and connects properly. Of course this can be a bit of a time consuming effort and you may not want to go thru this.

MrL22 · ‎06-28-2022

Working in IT, I have tried the following which none have worked:

- Connected the camera on two different wifi networks (some older devices do not like my Ubiquiti mesh setup)

- I set up an older tp-link router with the firewall disabled and enabled upnp.

- I tethered the camera through my phone's hotspot which I believe has no firewall.

Another feature that does not work is setting detection zones, this is because it relies on the live feed to be able to show you where you are setting the zones.

EmptyNester · ‎06-28-2022

Wow,,, I'm out of ideas on this one. Given all you have tried I'm almost certain the problem is on the Google side and only they can fix it. How frustrating.

PitterB71 · ‎06-28-2022

Having solved the issue myself the only thing I would recommend is going through the setup process again after doing a factory reset. If during setup everything works, and after setup live video is not available, just wait 24-48 hrs. If live feed doesn’t come back to normality then return the cam. This is what I did. A couple days ago live feed went out and came back after 12 hrs. This makes me believe some of it is on Google’s end.

MrL22 · ‎07-01-2022

Hi All,

Thank you for your assistance and suggestion.

I wanted to feedback to everyone that after trying so many things, I was able to resolve the issue.

I run a Ubiquiti mesh set up in my home. Ubiquiti has a feature where it merges 2.4Ghz and 5Ghz under one name (SSID). What I did was to delete this configuration and create two separate Wifi networks, one called Ubiquiti on the 2.4Ghz range, and another called Ubiquiti_5G on the 5Ghz range. I then connected the cameras to the "Ubiquiti" network (2.4Ghz) and it did not only work straight away and every time I load the app, the camera set up a lot quicker in the app.

This may help anyone else who has a 2.4/5Ghz router but only see's a single wifi network in their wifi list.

I hope this helps everyone else to get closer to solving their issue.

Thanks again,

Richard

EmptyNester · ‎07-01-2022

Hi MrL22, Thanks for the update. I have the Eero Mush routers and the do not allow you to split the networks like that (I wish they did). I'm lucky in that i'm working fine with the next cameras. But I have a few other devices in the house that don't like the Eero router for that very reason you outlined.