No nest thumbnail

[Westentertainer]

Why is it I can't get thumbnail on notification on my battery doorbell or outside camera on a PIXEL 6 pro (same family). But my wife can get it on an  iPhone !!?

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I understand how frustrating your situation must be, and I would love to help however I can. I wasn't sure if you found an answer or not, do you still need assistance?

Best Regards, 
Brad

[Brad]

Hi there,

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

Best regard,
Brad

[aatienza]

Hey Westentertainer,

I appreciate the help, Brad. Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Thanks,

Archie

[Westentertainer]

Yes still having the same problems 

[Brad]

@Westentertainer

Have you updated your app on your phone? It is possible that the thumbnail just isn't available for your device. This happens for some people

Best regards,

Brad

[aatienza]

Hey Westentertainer,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

Thanks,

Archie

[aatienza]

Hey Westentertainer,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks,

Archie

[Westentertainer]

Still no fix for this.  Shame because my phone and cameras are the same family (Google). 

[Brad]

@Westentertainer

I am afraid that is the case still. Continue your own troubleshooting during this time, but until we have an update try restarting and making sure that your apps are up to date.

Best regards,

Brad

[janthadeus]

Hi folks,

It's me again, just checking in to see if you still need help with this. We'll leave this topic open for another 24 hrs in case there are any follow up questions or comments. Please let me know if you need further assistance. 

Best,

JT

[janthadeus]

Hey folks,

Thanks for your help Archie and Brad.

Just checking in to see if the steps shared helped. If you have other questions and concerns, feel free to let me know. 

Regards,
JT

 

[Westentertainer]

No it's still not giving a thumbnail. It seems IOS wins here 

[janthadeus]

Hi folks!

Thanks for following up. I can understand where you're coming. Let's get this sorted — a few questions:

1. When did the issue start?
2. Have you tried to uninstall and reinstall your Google Home app?
3. Is there a pending software update for your pixel phone?

Give these steps a try:

1. Turn off all notification settings in the Home app.
2. Sign out of the Nest account on all devices it's signed into

• Clear the app's cache.
• Restart the phone.
• Reinstall app.

Make sure to check these settings after the customer re-installs the app. 

• Background app refresh is on.
• Do Not Disturb is off.
• The app and phone OS are up-to-date.

       3. Sign in and turn all notification settings back on.

Let me know how it works.

Regards,

JT

[janthadeus]

Hi Westentertainer,

It's me again. I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

Best,

JT

[janthadeus]

Hi there,

We haven't heard any updates from you. I'll go ahead and lock this thread in 24 hours. If you happen to have the same concern feel free to reach us out here or start a new thread.

Best,

JT