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Video Preview in notifications via Home app not showing after upgrade to Android 12

stian01
Community Member

After I upgraded my phone to Android 12 a few weeks ago, the Video Preview in the notifications from the Home app are now gone. I only receive textual notifications, and then have to go through the time consuming effort of going into the app.

Everything worked before I upgraded to Android 12, and it's pretty annoying as it's probably my most used feature after setting everything up. I have 2x Google Nest Cam IQ and a Google Doorbell (Battery).

Is there any solution out there, or do I just have to wait patiently for an update of the Home app? Would be nice to get an ETA on that update as well...

39 REPLIES 39

Macko
Community Member

I also have the same issue (Samsung Note10 plus) along with not being able to see the small previews within the home app itself. I just get a grey preview screen with an "i" in the centre. Tried restarting phone and uninstalling / reinstalled app, still no change. 

stian01
Community Member

I have the regular Note 10 myself, so probably got the same Android 12 update a few weeks ago.

SamGray
Community Member

Same here.. I've had this issue and been in contact with Google Nest Support since late Dec 2021. After a lot of pointless troubleshooting and then fighting with them (they just blame my phone), they've acknowledged it's an issue with the app that the engineers need to fix, but they aren't in a hurry...
Contact Google Nest Support and keep pushing back until they escalate it through all the levels.

Walton_Nick
Community Member

Definitely a Android 12 / Samsung issue as mine was fine until upgrade.  Do we need to report it as a "Bug/undocumented feature change"?  Where would we do that?

Yeah, even Samsung on Android 11.. I've had this issue and been in contact with Google Nest Support since late Dec 2021. After a lot of pointless troubleshooting and then fighting with them (they just blame my phone), they've acknowledged it's an issue with the app that the engineers need to fix, but they aren't in a hurry...
Contact Google Nest Support and keep pushing back until they escalate it through all the levels.

stian01
Community Member

I can share an update to this, as I experience the same as @Macko does.

I can see in the Home app that all the events don't have thumbnails either. All the events in the history log only has a grey background with an exclamation mark in the middle. Maybe there is a connection there, and that the previews aren't passed from the event in the app as it's somehow broken in the app? I've tried to uninstall and reinstall the Home app, but still no change.

Please help

SamGray
Community Member

I've had this issue and been in contact with Google Nest Support since late Dec 2021. After a lot of pointless troubleshooting and then fighting with them (they just blame my phone), they've acknowledged it's an issue with the app that the engineers need to fix, but they aren't in a hurry...
Contact Google Nest Support and keep pushing back until they escalate it through all the levels.

SamGray, What mobile device are you using?

Samsung Galaxy A51

An S22 Ultra

Jake
Community Specialist
Community Specialist

Hey all,

 

Sorry for the late reply, and for the trouble you are running into. I wanted to follow up and see I could be 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. 

Best regards,
Jake

SamGray
Community Member

Hi Jake,

Are you able to help us get notifications and the previews working?

Still not working for me either. I thought this latest update would fix it since it introduced video preview on the lock screen (indicating a focus on the doorbell), but no dice on my Pixel 5. 

stian01
Community Member

I never got it to work on my Samsung Note 10 after upgrading to Android 12. That said, I recently got myself the Samsung S22 Ultra (with Android 12) and a new Samsung tablet with Android 12, and they both work as expected. Must be something that is wrong with either the Home app or Android 12 when upgrading to Android 12. Would've been interesting to do a fresh install of Android 12 on the Note 10, rather than an upgrade, but I don't have time for that I'm afraid.

Jimmy_J
Community Member

are you within the return window?  If so, I would 10000% recommend returning it. Did you know you can't use 2-way voice on the doorbells?  It doesn't work if you have a samsung phone. @User123456 has known about it for over a year and hasn't done anything about it.  So, I have an expensive doorbell that will not allow me to even talk to folks at the front door.  Useless!  Return it if you can!

SamGray
Community Member

😲🤯 a year 😭

Alterego
Community Member

2 way communications works for me on the doorbell using an S22 and an S10

SamGray
Community Member

2 Way communication works for me on Samsung Galaxy A51, but I don't receive notifications of events and the event history doesn't show the thumbnail.

Not true. I communicate with my doorbell. 

Alterego
Community Member

I had this issue and it was Sooo frustrating. Everyone had an answer but none worked for me. Luckily I had a clock widget that was not updating as well. These issues on my new phone so I had to troubleshoot.

THE FIX? Battery saver! 🤬 Either turn it off or set an exclusion to your Nest app in the battery savings area. Once I turned off battery savings mode, both of my problems went away! Good luck to you!

 

 

SamGray
Community Member

That was a great idea! I tried it though, both phone wide and the Google Home app itself.. no luck though 😥

Yep. That worked. Anyone found a way to keep battery saver on and exclude this app? 

Macko
Community Member

Also just tried this and unfortunately it did not work. What a joke this door bell is! 😡

SamGray
Community Member

😡

AlexWhite
Community Member

Just spent an hour & 15 mins on to Google support for this issue. The support call started with support for the Google home app, despite me informing the support agent several times 'not to pass me through to nest support' that's exactly what she did. Google won't entertain this is an issue with the home app & android 12.

Recent events / notification previews work correctly on iOS & Harmony OS.

I'm starting to realise Google actually don't care about the user experience & they would rather have you call their different teams than their teams speak internally to find a solution.

**bleep**. I didn't even know there was a Google Home Support. Might start a ticket with them later 😅
Keep pushing on Google Nest Support and they'll eventually escalate it to the developers, who are allegedly working on a fix...... I love Google and how none of their departments can apparently speak to each other

SamGray
Community Member

FYI they bleep dam with an n, and if they bleep dam without the n, it is a structure built across a stream or river to hold water back.

AlexWhite
Community Member

Seems another commonality is we're all on Samsung devices & based on this thread:

 

https://www.googlenestcommunity.com/t5/Apps-Account/Talk-and-Listen-not-working-on-Samsung-Phone-Ver...

 

I doubt it's gonna get fixed anytime soon unfortunately for us. Also don't forget the typical 'have you tried xyz' bull$hit!

Jeeeepers.. that's a bad thread. No wonder the moderators locked it without saying they were going to 😅

"Have you tried 'using another device'?" 🤬🤬🤬
"Oh, it works on your old device that you no longer use for anything else. I'm glad we resolved the issue. Bye"

AlexWhite
Community Member

Another evening wasted on to support, they actually don't give a f*ck, Gilbert ended the chat because I called him out on his BS replies.

Google Support

 

You’re connected with agent Sheila.

9:49 PM

S

Hi! Welcome to Google Home support. My name is Sheila. For future reference, your case ID is 0-9929000032341. How are you today?

I hope you're doing great today.

Sheila · 9:50 PM

Screenshot_20220222-184210_My Files.jpg

Screenshot_20220222-213406_Home.jpg

S

I can see you have problems with seeing your recent events.

Sheila · 9:51 PM

20220224_202350.jpg

This issue needs raising with your developers

9:51 PM

S

It looks like this issue can be best handled by Camera Team. What I’m going to do is transfer this chat to the specialist and I’ll make sure to provide them with all the information we’ve discussed so they can pick up where we left off.

Sheila · 9:52 PM

No

9:52 PM

S

I just wanted to let you know once we initiate the transfer, you will see a box indicating your position in the queue. Drag the box to the side, so you can continue to see the current chatbox dialogue. Before I initiate the transfer, do you have any other questions I can answer?

Sheila · 9:52 PM

Read what I wrote

Google home app

I'm sick of contacting you guys as it is

9:52 PM

S

I understand but if the issue is with the recent events then I need to transfer you to Nest Camera team.

Sheila · 9:53 PM

Always fobbing users off

No it is the Google home app

Read what I wrote

It works fine with iOS & harmony OS, there is no issue with the camera

It is the Google home app, that is 4 times I've said that

9:53 PM

S

You said it is for the footage of your Camera.

Sheila · 9:53 PM

Ff

9:53 PM

S

I work with Speakers and Displays.

Sheila · 9:54 PM

Please just read what I wrote

I selected Google home from the menu

9:54 PM

S

Android 12 no longer display the thumbnail animated gif notification of nest cam footage

Sheila · 9:54 PM

If you guys actually had support methods that worked you'd have less pi$$ed off users

Read the whole thing not a selective part

As the title says, since upgrading to stock Android 12 no longer display the thumbnail / animated gif notification of nest cam footage from the Google home app, this is now a text based alert.

 

In the Google home app 'recent events' also do not load, they're now presented with an 'i' with a circle round it & the error 'unable to load'.

 

These all work fine in iOS & harmony OS.

 

I'm using a Samsung s10e

Factory resetting the phone makes no difference.

 

Other users also experiencing the same issue here:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Video-Preview-in-notifications-via-Home...

 

Please fix this as it means the whole purpose of the camera is unusable.

It's there again

Read it all

9:55 PM

S

I totally understand that, I specialize Google Speakers and Displays. I don't want to mess anything with your camera and footages. For settings and notifications or alerts I don't have the capacity to support you with that. It is best you will be transferred to the right department which is the Camera team.

Sheila · 9:57 PM

The camera team is not the right team

Do you have difficulty reading

Plain & simple, the issue is with the GOOGLE HOME APP

9:58 PM

S

I understand. They also work with Google Home App. All of the devices that reside on the app are supported with different departments.

Sheila · 9:59 PM

I emailed the address listed on the home app, I get an email back to say the email address is no longer monitored, I select Google home when I contacted you through chat & you're now fobbing me off, why does Google make it so difficult

10:00 PM

S

Speakers, Cameras, Thermostat and all other devices are using Google Home App. I do understand your concern but it would be best for you to talk to someone who knows the product and the app as well.

Please stay online, I will go ahead and transfer you.

Sheila · 10:03 PM

10:05 PM

You’re connected with agent Gilbert .

10:06 PM

G

Hi, Thanks for contacting Google Nest live chat. This is Gilbert, I'm here to help.

I've gone through your pre-chat question and I see that you need assistance with your Nest Camera's event video history . Is that correct?

Gilbert · 10:07 PM

Nope

The issue is with the Google home app

Sheila left the chat.

10:07 PM

Please read the whole issue I wrote, I don't know why you guys scan over it & get selective

I'm already annoyed as it is, I don't want to have to keep saying the same stuff over again or be asked for info already provided

10:08 PM

G

I definitely understand the complexity of your current situation. Please allow me a chance, I wish to see if I can get things right for you today

Allow me 2 minutes to check your entire conversation.

Gilbert · 10:09 PM

Plain & simple, there is an issue with the google home app, there is no troubleshooting for this issue

10:09 PM

G

At this point, please go to setting of Google Home App and select "Feedback' option from settings.

Gilbert · 10:09 PM

Wow

10:09 PM

G

Go ahead and file a feedback.

Gilbert · 10:10 PM

Are you for real

This needs escalating to the developers, everyone knows those feedback pages done do anything

10:10 PM

G

Yes. I am live support person. Our engineering team will look into the concern.

Gilbert · 10:10 PM

They won't & they havent

Hence me wasting another evening on here

The email address on the app page of the playstore doesn't even work

10:11 PM

G

I am really sorry to inform you that we are from Nest technical chat team (not developers or engineering team) and we deal with your ongoing technical issues.

Gilbert · 10:11 PM

I'm well aware of how support works, you can speak to your higher level support

The issue will never be resolved if 1st line support agents aren't raising the issue higher

If you look on the Google forum you will see many people with the same issue, someone did actually get some info to say the developers were looking at it, that was weeks ago

10:14 PM

G

I can understand how inconvenient that can be.

Gilbert · 10:15 PM

Inconvenient? It makes the point of the camera useless

10:15 PM

G

I got your point. May I know if you are experiencing this issue on other mobile devices?

Gilbert · 10:15 PM

I may aswell answer the door in person rather than be able to screen it from the notification preview

Gilbert, why are you asking me for info I already provided you

As the title says, since upgrading to stock Android 12 no longer display the thumbnail / animated gif notification of nest cam footage from the Google home app, this is now a text based alert.

 

In the Google home app 'recent events' also do not load, they're now presented with an 'i' with a circle round it & the error 'unable to load'.

 

These all work fine in iOS & harmony OS.

 

I'm using a Samsung s10e

Factory resetting the phone makes no difference.

 

Other users also experiencing the same issue here:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Video-Preview-in-notifications-via-Home...

 

Please fix this as it means the whole purpose of the camera is unusable.

It's there again

I will keep pasting it each time you ask me something I already told you. You said you'd read it

The fact you can't be bothered to read it doesn't put any confidence in me that you will escalate the issue

10:17 PM

G

Thanks for the additional details.

Gilbert · 10:18 PM

It wasn't additional

It was there from the very start, which you said you'd read

Waiting

8 minutes & no update

10:26 PM

The session has ended.

10:26 PM

Message sent

How good! 😍

Macko
Community Member

Excellent comment "I may aswell answer the door in person rather than be able to screen it from the notification preview". I feel your pain

AlexWhite
Community Member

I've never known a company like it, unwillingness to speak to internal departments, they ask questions to which they've already been given the info, say they understand yet start asking you to troubleshoot something unrelated.

 

Anyone else fancy taking a hit & getting on to support & post the laughable response here?!

Stewart1977
Community Member

having the same problem after a update

thesagerage
Community Member

Any updates here? Getting very frustrated that my product isn't working how I want it to. I'm on a Pixel 5 and my notification previews aren't working. The history videos in the Home app just show the first frame of the video and a loading wheel. Feels like it's been months now. 

That's crazy you use a Google phone and the Google Home app isn't compatible with it 😅😭

I caved in & switched from an S10e to Pixel 5 & the notification previews are now working (on the Pixel 5) & recent events in the home app also working.

 

Is your Pixel rooted?

 

I was tired with the lack of support from Samsung & Google both shifting the blame for whose job it is to address the situation & have it working correctly on Samsung devices.

I have not rooted my Pixel - did you find that necessary to get notifications previews and event history working? I was told by a forum moderator that it's an issue with the latest Android update and that they hope it will be fixed in an upcoming update. It's not a great answer, doesn't give me any visibility or timeline into a solution

Interestingly the notification previews continue to work on my Nest Hub max camera which sends the notifications using the Nest app rather than the Google home app.

 

Must be an issue with the Google Home app.

Unfortunately the nest app doesn't support the new cameras. 

Disappointing response from Google in my opinion.