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Playback freezes on Nest Cam everytime

MyUsername0
Community Member

Playback freezes everytime lately (freezing as of a few weeks ago). Initially, it appears to be work on live view (VERY briefly)…but then freezes when when I try to playback or view anything prior.

Internet connection is fine. If I exit/clear the app and then try again, I have the same problem.. Playback briefly “works” & then freezes, almost immediately, again…

18 REPLIES 18

mcsilvaiiii
Community Member

I came here to find some answers. The google Nest app use to be good and work smoothly. But I agree in the past month or so…. It has been very slow and can barely use the playback feature of any kind without locking up. Very disappointed and thinking of canceling the aware service - what’s the point of you can’t playback anything. Aware service is $$$. The. App has recently deminished in quality and I am embarrassed to even show anyone what I have now. Looking for something else now.

Feldgary53
Community Member

I have exactly the same issues and started a chat session last week that was a waste of time. Rep kept saying I needed to update the app (it’s current), had me clear Safari history (didn’t help), delete app and reinstall (done that several times), restart iphone (done several times). He seemed oblivious to my response to these steps and kept insisting there was an update but no such update is available in app store for my iphone 12 and no updates for my phone or browser, everything is current. WiFi is over 500 mbps and all 4 cams getting good signal. My guess is they want us to migrate to the Google Home app but my older cams with Nest Aware sub. are not fully supported.

The cams are but not the Nest Aware features that I pay for.

 

Brad
Community Specialist
Community Specialist

Hi there, 

 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I definitely understand how frustrating your situation must be, and I wanted to make sure that your concern was acknowledged. Do you still need help with this issue?

 

Best Regards, 

Brad.

Feldgary53
Community Member

Hi Brad, 

Yes, I still need help to solve this. Since I’ve tried so many things to fix issues do you have any new ideas? As mentioned all updates for app and phone are current and I’ve re-started phone, app, and wifi router. Xfinity wireless Gateway is my router with + -550 mbps typically, using two 2nd gen pods as extenders. Cameras all have very good signal and working well. I can view everything fine on website but Nest app constantly freezes video making it frustrating to scrub through recordings or watching live. Issues occur whether on wifi or cell.

MyUsername0
Community Member

Yes.  Nothing has been resolved, for me at least.

mcsilvaiiii
Community Member

Yes I still need help with this issue

SHANEE
Community Member

Having the same issue, looks like Brad will eventually reply back saying that this forum isn't the place for this support, then ask if the issue was resolved, then lock the thread. . . .

Long time google product user considering moving to any other product than this. 

My thought exactly. I just ordered a set of Arlo Pro 4 cams on eBay so I’m giving up on Nest.

Too bad Google ruined the Nest experience.

Same here.  I have an appt scheduled to install cams at my house (aside from the 2 nest I have) & link “everything” to streamline it & blah blah.. -And now I want to rethink my Nest Cam purchases.. 
Is this playback problem only an issue with iOS users? Does anyone know?  

Yes, so far I've only seen the issue happen on iPhone and iPad on both the nest and home app.  My android has no issues so far.

Brad
Community Specialist
Community Specialist

Hey folks,

 

Restarting and factory resetting your Google Nest camera or doorbell will have different results:

 

Restart: Keeps all your settings, and it should reconnect to the same Wi-Fi network. This is helpful if it ever becomes frozen, has trouble reconnecting to the internet, or isn't working normally.

 

Factory reset: Erases all your settings and options, and restores its factory default settings. It will not automatically reconnect to Wi-Fi and you'll need to set it up again.

 

You can find this information, plus additional information on this process here. Please let me know if you have further questions.

Best Regards,

Brad.

SHANEE
Community Member

None of these have helped.

I know your reply was a week ago, but mine still is freezing & everything.. Did anything help/fix this issue for you?  I am SO done with Nest after this…And what sucks is I actually love Nest Cams; love the ease of use in the NEST APP (minus this last few weeks), the clarity is legit of the cams, etc..  and now with this issue still happening AND being *forced* to use Google Home for any new devices…. It’s all pretty ridiculous. 
Ughhhhh!  Sorry for the rant; it’s just really frustrating.  

@SteveT1 are you the “new Brad” regarding this? Mine still isn’t fixed; are there any other updates or ways to fix this??  

SteveT1
Community Specialist
Community Specialist

Hi there,

 

Just wanted to check and make sure that you’ve seen our response. If you have other questions and concerns, feel free to let me know.

 

Thanks,
Steve

SteveT1
Community Specialist
Community Specialist

Hi folks,

 

I'm sorry to hear about your experience with this issue. Let's cover all the bases. Do you have a case number of your previous support interaction so we can check these further?

 

Regards,

Steve

SHANEE
Community Member

I haven't had a previous interaction, I've just seen other posts in this community.  

No case number or previous support aside from posting this thread. 
So, I assume bases are pretty covered? No “solutions” posted anywhere are actual solutions for this issue. 

Feldgary53
Community Member

I deleted my cameras from the Nest app, removed them from the house, deleted the Nest app, canceled my Nest Aware subscription then purchased and installed 4 Arlo Pro 4 cams with hub and the Arlo Secure app. 

Problem solved! Let me know if Google sells Nest so it can return to the useable and reliable security cam setup we all were used to before Google destroyed it.