"Live video unavailable" Google Nest Outdoor (battery)

[JerryKlein]

I have recently purchased and installed a Google Nest Outdoor (battery) camera.  I have it plugged in with Google's 16-ft power cord, so it's not running off just battery.  The problem is that when I open the Google Home app and select this camera, I usually get a "Live video unavailable" message.  If I click on "More" and turn the camera off, wait about 15 seconds, then return to "Live" and click "Turn on," I get live video -- but only sometimes.  History is recording events of people or cars moving in front of the camera, but I cannot reliably get a live view.  I have two other pre-Google Nest cams, one indoor and one outside. Both have been migrated to the Home app and display properly every time.

I have already spent a couple of hours on the phone with tech support, but they have been unable to fix this.  They are supposedly elevating it to a "senior" tech support person who is supposed to call me, but after 6 hours, that has not happened.

Anyone have any suggestions?

[conorceo]

Its driving me mad.  Camera picture coming through perfectly on one mobile phone handset, shared it with second handset   - that 2nd handset can turn camera off and on, but won't show live feed - even when the live feed is still coming through perfectly on the 1st mobile handset.  Can I work out why? Can I ???

[conorceo]

Hey google, maybe take the programmers of the 'have a badge' function (3 badges in 2 minutes- do you think we're all 10 years old or what?) and get them to make the camera set up work. 

[JerryKlein]

Still unable to consistently get a live feed.  The camera IS working, though.  I get notices when a car or person appears in the field of view, and I can view those events in history.  But no live feed.  And of course the senior tech person who was supposed to call me has not done so.

[JerryKlein]

How ludicrous that Google thinks "badges" will keep us happy when they can't solve the real tech problems with their equipment and services. Shows how little they think of their users.

[Brad]

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. How is your wifi signal? If it is weaker, or your floodlight cam is further away, there could be a delay in retrieving that live feed, which could be why it isn't as quick. How far away is the floodlight cam from your wifi router?

Best Regards, 

Brad.

[JerryKlein]

First off, it's not a floodlight camera but rather a Google Nest Camera Outdoor (battery but plugged in 24/7). And WiFi signal strength is not an issue.  There is a WiFi range extender about 4 feet away from the camera, and the signal strength at the camera is 100%.

[robertshomeemai]

I have the same issue with the same camera and the nest doorbell. WiFi is not an issue as the (original) router is less than 20ft from either device. Additionally, existing devices on the same WiFi work without issue. BTW, did you notice in the Google store there are no ratings (as in Amazon and almost every other online store)?

[Brad]

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.

[JerryKlein]

Brad, you're clearly not paying attention to what the issue is, and regurgitating non-relevant FAQs from your website is not going to solve it.  Do you really think that having spent hours on the phone with technical support, I haven't already reset and restarted the camera?  (Several times, in fact.) You're out of your depth, so please find me someone who really knows how to resolve this issue.

[JerryKlein]

How come there is no "thumbs down" icon?

[Brad]

@JerryKlein

I find what you just told me incredibly disrespectful and rude. Please contact support for further assistance. No reason for ou to show such disrespect to anyone, and it is against our Community Guidelines. This thread will be locked, please reach out to support for further assistance.

Best regards,

Brad.