Video playback not working

[Cghowells]

The video playback on my nest cameras (2x outdoor and 1x doorbell) has stopped working again. I use the Nest app on iOS and have a Nest Aware subscription) When I scroll back through footage I can see that footage history has been captured as clips but when I try to play it I just get a progress bar or loading loop. I have reset wifi, reset power to the cameras and reloaded the nest app multiple times. This is an intermittent but recurring issue, it’s previously just resolved itself after a few weeks (but this isn’t ideal!) Reading the community posts it appears that lots of people experience these issues and it’s incredibly frustrating. Support seems to be limited to generic responses that don’t offer any solutions and then they close the thread. Can anyone offer advice on how to fix these issues? Thanks. 

[Rubes]

Can you confirm what version number of the Nest app you are running?

[Cghowells]

5.70.0.4 

[Rubes]

Thank you. And just to confirm, when you say you have reloaded the app, does that mean you have fully deleted it (not just remove from Home Screen) and then redownload?

[Cghowells]

I’ve now deleted and redownloaded the Nest app but it hasn’t solved the problem. The live streaming and playback functions still don’t work. All I get it a progress bar and/or loading loop. The cameras are definitely recording clips as they are being stored in the video history but the app won’t let me play them. 

The live streaming function also doesn’t seem to work in the Google Home app either. 

[Cghowells]

Hi Rubes, do you have any further suggestions? 

[Rubes]

I’ve been reading around and cannot really find any comparable issue and solution for what you’re dealing with and the steps you have already taken. The only other option I can think of right now is to download the Nest app on another iOS device, log in and see what happens. If camera feed doesn’t work on another device, then it may be the cameras themselves despite recording events.

So maybe try another device for now and then we’ll have some more info.

[Brad]

Hi there, 

Just checking in to see how the conversation is going. Thank you for all of your help, @Rubes! 

Please let us know if you have any further questions or concerns.

Best regards, 

Brad

[Cghowells]

Hi brad and @Rubes,

Thanks for following up. I deleted both the Google Home and Nest apps as both seemed to be affected and wouldn’t live stream. Reinstalling both seems to have fixed whatever glitch occurred so it’s all working now. It’s happened a few times now and it feels like operating the system with one foot in Google Home and one foot in Nest is causing problems and makes it harder for people like me to get issues resolved. Do you know if there are plans to fully move the camera features in Google Home? Thanks. Chris. 

[Brad]

@Cghowells

I am not aware of any plans to move away from the Nest app at this time. If we announce a change like that, it will be shared with the community for sure. Sorry for the inconvenience.

Best regards,

Brad

[EmersonB]

Hi everyone,

@Cghowells I wanted to follow up and see if you are still in need of any 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.

I appreciate the help, Rubes and Brad.

Thanks,
Emerson

[EmersonB]

Hey Cghowells,

Thanks for getting back to us and we're glad that it's resolved now. It looks like we can consider this one complete, so I will lock the thread now. Feel free to start a new thread and we'll be happy to help.
 
Best, 
Emerson 

[EmersonB]

Hello Cghowells,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.
 
Regards, 
Emerson 

[Cghowells]

All sorted now, thanks.