Video not available

[Bearnest]

I never had problems with my old nest cam but my gen 2 constantly says video not available check back later. Anyone else having this issue? I want my old ap and camera back as this one is garbage.

[Grace3824]

I’m having the same issues, I just “upgraded” our camera from the nest hello (1st gen) to the google nest 2nd gen wired, and all my other cameras pop up with little to no delay, but my doorbell won’t pull up at all and times out and says the video is unavailable at this time. And it takes well over 1 hour after something has happened to be able to view the feed. I’m about to put my old doorbell back on and deal with it disconnecting all the time vs not being able to see anything at all.

[Lance_L]

Hi everyone,

I’m sorry you’re having issues with the Nest camera. We understand your concern about your device not working as it should, and we appreciate your reports here in the Community.

I'd love to dig deeper into this issue. Have you tried switching your mobile device from Wi-Fi to mobile data?

Let's try to check first if the Google Home app has any available updates.

Follow the steps below:

1. Check for any iOS or Android updates.
2. Uninstall the Google Home app, restart your phone, and then reinstall the app.

Let me know how it goes.

Best,

Lance

[Grace3824]

I tried what you suggested, but it didn’t change anything. I can hear weird bits of audio from the camera but no video feed. And I can’t see any of the event clips from today, on the couple minutes after I installed the camera yesterday. Everything else says “video no available”

[Lance_L]

Hello Grace3824,

Thanks for getting back to me. We’re sorry to hear that. Let’s check this out — could you fill out this form and let me know once you’re done?

@Bearnest, have you had the chance to try the suggestion above? If yes, how is it?

Regards,

Lance

[Lance_L]

Hi everyone, 

@Grace3824, we haven't received your form. Have you had a chance to fill it out? Just in case, here's the link.

@Bearnest, do you still need help? Reach out if you have any questions.

Best regards,

Lance

[Grace3824]

I got mine figured out, I had to take it off my mesh network and specifically make a 2.4ghz network for it to connect to. I do miss the ease of using the nest app for everything, and I don’t get notifications for my doorbell for whatever reason *shrug*

[Lance_L]

Hi Grace3824,

I’m glad to hear that this has been sorted out, and thanks for sharing your resolution in the Community.

@Bearnest, I wanted to follow up and see if you still needed help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Best,

Lance

[Bearnest]

Sorry for the delayed response I've been super busy. My problem comes and goes. It's currently working. Usually it's just when I try to check the video right after a notification but occasionally it'll go down for hours if not a full day. I've done as you suggested and it still acts up occasionally.

[Lance_L]

Hello Bearnest,

Thanks for the follow-up information. I’m sorry to hear that you’re still having trouble with this. Let’s check this out — could you fill out this form and let me know once you’re done?

Regards,

Lance

[Lance_L]

Hi Bearnest,

We haven't received your form. Have you had a chance to fill it out? Just in case, here's the link.

Best regards,

Lance

[Lance_L]

Hey Bearnest,

Do you still need help with your device? If so, kindly fill out this form.

Best,

Lance

[Grace3824]

Hey Lance, ended up sending you that form, video feed is not working or will start show a frame or 2 and then go black and say the feed is unavailable.

[Lance_L]

Hey Grace3824,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Regards,

Lance

[Grace3824]

Hey Lance, 

I haven’t received anything about this issue, and if the issue can’t be resolved I’d like to return the unit within the return window. Can you please check on this please.

[Lance_L]

Hi Grace3824,

I’m sorry for the delay. I’ve sent a follow-up to the team working on your case. Hang tight; the team will let you know once we have more information to share.

To return a unit, please contact Google Store Support if you purchased it from the Google Store. If you purchased it from another retailer, please contact them directly.

Best,

Lance