There was a problem connecting to the camera stream

[Mikemikemike89]

Hello,

In these days I keep getting this error when trying to look the recordings in the video history: "There was a problem connecting to the camera stream". I can always see live stream, but there are many hours of void in the history, that sometimes become available only after many hours. I am using the home app for android. Is it a known issue? Is there a way to solve it?

[Bre-Ann]

I am having the same issue - and can't find any answers! 

[ScootyDuty]

Having the same issue and just found out that my Galaxy S20 FE has this issue but not my wife's iPhone.

[mtnc]

Also having the same issue on only one of my Nest cam battery outdoor cameras that has an always on power cord.  It's the same distance from my router (about 20 feet) as my other camera that always works.  Sometimes I can see the missing stream hours or days later, sometimes not.  I reset the camera recently and it seemed to work for about 2 days, but it's not working today.

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Please let me know if you need further assistance. 

Best Regards, 

Brad.

[mtnc]

Yes, everyone who posted in this thread probably still needs help, including me.

[Mikemikemike89]

Unfortunately I keep getting this error, even after resetting the camera. There are many hours of void in the history, and sometimes they just never appear. but I bought the camera and I am paying a subscription to have 24/7 recordings and to access them when I need.

I don't know what to do, I already tried to reset the camera and to reinstall the app. I also tried with my wife's phone and has the same identical issue. 

[Brad]

@mtnc @Mikemikemike89

Are you using an iOS device, or Samsung galaxy device with your cameras?

Best regards,

Brad.

[mtnc]

Samsung Galaxy S10 Plus. Both the Google Home app and the phone software are up to date.

[Mikemikemike89]

I am also using an android Samsung Galaxy device. 

And I also confirm what @ScootyDuty  said: on iPhone there is not this issue.

On the Android phone I see another problem: thumbnails of videos saved in history are not showing up.

[ScootyDuty]

Ironic that Apple devices do not have the issues. I've researched this problem for a few days now and can't find ANY info on it.

[mtnc]

I spent 2.5 hours chatting with Google/Nest support yesterday about this issue. Was promised an email from engineering sometime soon if they figure it out.  Usually it will load the video if I go just past  the point of getting the message and let it sit there for a few seconds. 

[ScootyDuty]

If you end up fixing it please update!

[mtnc]

Still no email from Google/Nest. Will update if it ever comes. 

[mtnc]

Got an email from Google.  Kind of what I expected.  I moved one of my Orbi RBR40 satellites to the wall in my garage that is less than 5 feet from the camera, and still have the issue.  I will be contacting Google again.

Thanks for reaching out to the Google Nest Customer Care Team.

 I appreciate your time, our engineering team has reviewed your case.

Have you attempted to dismount this camera and bring it closer to the main wifi hub? As long as we can get a consistent live feed signal when it's close (within 5 feet) then we can try to move it further away and monitor the feed. 

We would suggest trying to bring the camera closer to the source of the WiFI first in order to verify that it is an interference issue and then go from there.

For your reference your case number is 9-############2615. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.

Have a new question? There are lots of ways to get back in touch with us below.

Thank you,
Dale | Senior support specialist.

The Google Nest Customer Care Team