Error: There was a problem connecting to the camera stream

[sstjohn77]

I just signed up for the Nest Aware Free Trial subscription and all of my videos now say "Nest Doorbell - there was a problem connecting to the camera stream" . I can hear the sound but only see a black screen with the error. These videos all worked 60 seconds before signing up.

[sstjohn77]

In case this is helpful to anyone, I called Google and worked with a tech to resolve the issue. Here are the steps we followed:

1- install Google Home app on another device. Note: in my case on the new device I could view videos but not see the thumb nails

2- Factory reset the device. Remove camera from mounting, bring it into the house and plug it into power. Open Google app and go into settings-->Nest Aware then choose to remove device. Next, on the doorbell/camera stick a paper clip in the tiny hole between the screws and power. Hold paperclip in for 10-15seconds you will hear it chime then release. Open the Google home app and choose the +  in the top right to add new device. Follow prompts to complete setup. Did that resolve the issue? In my case it did not so...

3- close the Google app on all devices. Unplug your router for 30 seconds, plug router back in and give it 3-4 mins to properly connect. Open Google app. This resolved the issue on my phone but not the issue with the thumbnail on my android tablet. However my phone was working great so I was happy. Hope these steps help others

[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. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Best Regards, 

Brad.

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue. Please let me know if you need further assistance. 

Best Regards,

Brad.

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue.  We'll leave this topic open for another 24 hrs in case there are any follow up questions or comments. Please let me know if you need further assistance. 

Best regards,

Brad

[Brad]

Hey Folks.

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.

[G00gl3Br0k3N3st]

well that sounds like a lot to do for a partial fix. 

I'm wondering how long the even partial fix lasted for your devices / playback. 

I pay for the service. It's gone from OK, to bad, to practically unusable. 

[Blahblahblah123]

Having the same annoying issue here. Every time I get an alert I check the notification and it says it cannot be viewed at this time. I closed the app I reopen that and then it works. All because of that stupid nest aware free trial

[Countrygl67]

I am having the same issue and I have a paid subscription.   I factory reset both cameras and unplugged the router for a period of time.

[Brad]

@Countrygl67

You'll want to Restart your internet, and restart your cams. How far away is your wifi router from your cams?

Best regards,

Brad.

[Countrygl67]

I did both.  Both cameras are equal space apart and haven't had this problem until a month ago.

After the restart of both cameras the message continues to happen.  Both were factory reset.

I have had the doorbell cam since last Sept.  Floodlight cam since dec.

[Brad]

@Countrygl67

Hi there,

Just checking in to see if you still need assistance with this issue. Please let me know if you need further assistance. 

Best Regards,

Brad.