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iOS Nest - no playback of video - only buffers

Marchdale
Community Member

My nest app no longer is letting us playback video from any of our cams. You scroll back or click on a preview and all we get is the buffering circle. Been like this for about a month. I use Net for security monitoring and this is NOT SECURITY MONITORING. 

Very frustrated. I paid a lot of money for an entire Nest ecosystem and security BEFORE google eff'd it up. 

11 REPLIES 11

PCnest
Community Member

Same issue but has been occurring for a couple of months now. The browser version works fine but the IOS apps on iPhone and iPad do as you have described. I’ve done a bunch of things like deleting and reinstalling apps and down rating video quality etc with zero success.

Brad
Community Specialist
Community Specialist

Hi there, 

 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I understand how frustrating your situation must be, and I would love to help however I can. Do you still need assistance?

 

Best Regards, 

Brad.

PCnest
Community Member

Hi Brad, yes assistance is definitely still needed by many people on this matter, and I can’t understand how Google can continue to charge for the service when it is not working. I have tried many suggested fixes including logging out, deleting and reinstalling the app, down rating the video quality and nothing has worked. The browser version works fine but the IOS versions on iPhone and iPad do not. Thanks. Paul. 

Brad
Community Specialist
Community Specialist

Hey folks,

 

I don't have the same issue with my iOS app for Google Home, but I suppose that doesn't mean much. I would suggest checking your subscription just to be sure, and I would also suggest restarting your cams. I think this may be a server issue, so we shall see about which direction Google/Nest is gonna go.

 

Best regards,

Brad

PCnest
Community Member

Hi Brad, yep, the Home app is fine but next to zero functionality compared to Nest. As you say, hopefully Google sorts at their end. Cheers.

Brad
Community Specialist
Community Specialist

Hey there,

 

I just wanted to jump in real fast and thank you for your feedback. Please feel free to submit your feedback to us. I've put instructions for feedback below.

 

  • Open the Google Home app

Google Home app

  • At the top right, tap your account.
  • Tap Feedback 

and then

  • tap the type of device you'd like to submit feedback for.
  • To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
  • In the feedback summary, write a brief description of your issue.
  • Be sure to check the box for Screenshot and System logs.
  • To submit feedback, at the top right corner, tap Send 

 

If you need anything else, please let me know.

Best regards,

Brad.

SteveT1
Community Specialist
Community Specialist

Hi there,

 

We haven't heard any updates from you. I'll go ahead and lock this thread in 24 hours. If you're still in need of assistance, feel free to start a new thread and we'll be happy to help.

 

Regards,
Steve

PCnest
Community Member

Hi Steve, this thread is still very much required.  Please do NOT close it.  The issue is not resolved and many Google Nest users are now very concerned at how Google is treating this.  The IOS app (Nest) has stopped behaving correctly from a couple of months ago and is now almost useless as a security tool, and I think it's wrong that Google is continuing to charge for it.  The main issue though is that we need the app fixed (iPhone and iPad) so that it works reliably. Regards. Paul.

janthadeus
Community Specialist
Community Specialist

Hi folks,

 

Thanks for your help here, Steve and Brad.

 

@PCnest and @Marchdale, I'm sorry to hear that and for the delayed response. Thanks for trying to troubleshoot the issue with your Nest camera video buffering. Let's figure this out — a few questions: have you tried loading your Nest app using your cellular data and with the WiFi off? Have you tried rebooting your iPhone and your router? Also, how far is your camera from the router?

 

Try the troubleshooting steps here:

 

  • Verify the device’s Date and Time settings are correct and automatically set:
  1. Settings > General > Date and Time.
  2. Tap Set Automatically > toggle it off and then back on.
  3. Make sure that the timezone, date, and time are correct.
  • For mobile devices, go to Settings > Privacy > Location Services > Nest.
  • Check for software updates on your phone. Obsolete OS versions may break some app functionality.
  • Switch the connection from WiFi and if possible, cellular data.
  • Power cycle your iPhone for 1 to 2 minutes.

Let me know how it goes.

 

Thanks,

JT

janthadeus
Community Specialist
Community Specialist

Hi folks,


Checking in to see if you still need help with this. In case there are any follow up questions or comments. Please let me know if you need further assistance.

 

Regards,

JT

janthadeus
Community Specialist
Community Specialist

Hi folks,

 

It's me again. Just wanted to jump in here to make sure that you saw my response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.

 

Best,

JT