Not getting "unmounted" notifications

[Yuyu1]

I used to get notifications if my cameras were off their mounts.  Now I don't.  My GH app is on an iphone 15 and everything is updated.

[maedacortez]

Hi Yuyu1, 

Thanks for reaching out. I understand that you do not receive notifications. I know that can be frustrating. No worries, I am here to help! before I need to ask some questions to understand better the situation.

1. What type of Google Nest camera do you have?
2. is your device detecting events?
3. Have you checked your spam folder?
4. This inconvenience only happens with your iPhone device?

I will be waiting for your response.

Regards,

Manuel

[Yuyu1]

Google Nest Battery Cam

yes it detects and records events

Spam?  Any GH notifications  pop up as a persistent banner on my iPad and  iPhone along with an audio notification 

My iPad and iPhone dont get notifications that a camera is unmounted anymore. I only see “offline” whether the camera is mounted and not connecting to Wi-Fi OR if I pull it off its mount.  So if I’m not home, I don’t know if it’s been removed from the mount or if it’s simply not connecting, which unfortunately happens regularly.

thanks.

[maedacortez]

Hi Yuyu1,

Thanks for your reply. I recommend you check if you have all the notification alerts active. Please visit Camera and Doorbell Alerts on the link. You will find how active all the alerts are.

I hope this helps! 

Regards,

Manuel

[Yuyu1]

Hi Manuel - all my notifications are properly set up.  Do you have any other explanations as to why Google Nest Cams no longer show when a camera is unmounted?

[maedacortez]

Hi Yuyu1,

Thanks for checking if you have the notifications turned on. Now, I recommend you try the next troubleshooting steps:

1. Test on another mobile device: Download the Home app or Nest app on another device, sign in using the right account, and check if you can receive notifications. If you receive the notifications on another mobile device, please let me know.
2. Check the physical connection: Please check if your Google Nest Battery Camara is securely attached to its base.

Regards, 

Manuel

[Yuyu1]

I use my iphone and ipad, and neither get the notification. 

To clarify the problem I'm having with Google Home:  On the Google Home app, a camera shows "offline" whether it is not mounted OR if there is trouble connecting to the wifi.  A dismounted camera only shows up as "offline".  A camera that can't connect to wifi shows "offline."  For security cameras, it's really important to know the difference.  Is my camera temporarily unable to connect to my wifi, or has some intruder pulled my camera off the base?  Does this make sense?

[maedacortez]

Hi Yuyu1

Thanks for trying the first basic troubleshooting steps that I recommend. Now I need you to try the next following steps to reconnect at your wifi network:

1. Please check if the battery is < 20% charged; if yes, this can cause the wifi connection and change the battery if not follow the next step.
2. Check for interference, like interference from walls and floors. Interference from nearby Wi-Fi networks Interference from other electronics, Cordless phone, Baby monitors, microwaves, Bluetooth devices, and wireless video equipment
3. Restart the camera. On the back of the camera, press and hold the reset button for 5 seconds to check if it works.
4. Use another network or mobile hotspot; if it connects, you will need to contact your ISP to check the inconvenience with your WiFi device.

Once you finish with these troubleshooting steps and nothing works, please fill out the next form: 

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Regards,

Manuel