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Brand New Hub Max with Camera not working in Google Home App.

Waterox
Community Member

Hi everyone, I just bought a brand new hub max. I got it set up with google home app (plus nest app?). Everything seems to work except for the hub camera. This hub is connected to wifi. It's able to play music on my command. It even recognized my hand gesture to play/pause the songs. I can’t turn it on via google home or nest apps. I already tried to factory reset it. It automatically updated itself once. Nothing from the camera. Anyone got any tips for getting this camera to work?

I got 6 (latest) nest indoor/outdoor battery cameras plus nest doorbell camera. All work perfectly with google home app. Just couldn’t get hub max cam to work. 

Here are the things I tried:

1) remove both doorbell and hub max from home app, factory reset them, install hub max first. Max camera still not working.

2) factory reset Hub Max about 4-5 times now. Camera still not working. 

Update: Hey all, removing 6 nest cameras and doorbell cam worked for me.

1 ACCEPTED SOLUTION

Hi MplsCustomer,

Removing 6 nest cameras and doorbell cam worked for me. Setting these cameras again after Hub Max was a pain. I wish google home app fix this issue soon for current and new hub max owners.

View solution in original post

13 REPLIES 13

MplsCustomer
Bronze
Bronze

@Waterox 

In the Google Home app, did you select your Nest Hub Max and go to Settings | Nest Cam (that option is near the bottom of Settings) and turn on "Home monitoring features" and "Home monitoring audio" and, if desired, "Video recording"?  We didn't find these settings right away.

https://support.google.com/googlenest/answer/9449420?hl=en&co=GENIE.Platform%3DiOS&oco=0

Hi, yes. I found “home monitor features” slider. Every time I enabled this slider, it would automatically turned slides back to disabled after 3-5 seconds.

pjmiller
Community Member

Same issue here. I ended up removing the Hub Max, doorbell and Nest Cam from the home then readded them starting with the Hub Max. All good now.

Hi MplsCustomer,

 I got hub max camera to work… just not for my intended home. What I did was creating a new home, set up my hub max there, and the camera magically worked. The bad thing is I cannot move it from my “new home” to my actual home. When I tried to, it simply asks me to remove, factory reset, and set it up again for my actual home. 😂

When I set up my hub max with my actual home again, I ran into the same problem with Hub Max camera. 😕

Now I probably need to removal all my other cameras, set up hub max first, then add other cameras. I will try that next.

@Waterox 

Good luck on your attempt. Google Nest Support should address these connection issues with troubleshooting steps and documentation, at least. Having "Home monitoring features" turn itself off is just bizarre.

I did find this long thread on the same and similar issues, with suggestions and varying results from other customers but no answers from Google: https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-Hub-Max-camera-won-t-work/m-p/2278...

Hi MplsCustomer,

Removing 6 nest cameras and doorbell cam worked for me. Setting these cameras again after Hub Max was a pain. I wish google home app fix this issue soon for current and new hub max owners.

Hi Waterox,

Thanks for sharing. I read on another thread somewhere that that worked ... I've been afraid to try it because I don't want to lose my other nest cameras ... but will attempt it this weekend. But I have 2 Hub Maxes (just [stupidly] bought a second one) and I lost the camera on my first one when I was playing with the settings. Anyone successfully connected to Hub Maxes (presumably before adding any nest cams)?

Jake
Community Specialist
Community Specialist

Hey there,

 

Thanks for visiting the Community.
 

Since this thread hasn't had activity in a while, we're going to close it to keep content fresh. We hope you were able to get the help you need, but if the issue persists feel free to create a new thread, and provide as many details as possible so that others can lend a hand.


Best regards,

Jake

googcamuser
Community Member

I'm also seeing the exact same problem; just bought a second hub max but couldn't get the camera to work. After reading a bunch of people with similar issues, I accidentally disconnected my first hub max (that was working fine) and now, it's camera doesn't work either. Called Google help desk but no help. From reading other posts, I'm guessing if you're very first hub max is the only camera in your network at the start, it works fine (like mine did). I've added other cameras since and my first hub max continued to be ok. My second hub max's camera didn't work and thought it was a hardware issue but looks to be a software problem. I don't want to risk removing all of my devices from the network so have left my other cameras on and essentially have to hub max's with cameras that I can't use .... reading through these threads, it doesn't look like it's a new issue either.

MplsCustomer
Bronze
Bronze

I don't know what the real solution is, or why the one that "Waterox" used (removing all the cameras and doorbells and installing the Nest Hub Max and then reinstalling the cameras and doorbells) worked. I don't think there's any inherent requirement to install the Nest Hub Max first; we installed ours after we had working cameras and previous Nest Hubs, and the camera set up fine.

Google Nest Support really should provide assistance here.

googcamuser
Community Member

Thanks. I've raised it to Google Support and waiting a response. Will feedback here when I hear anything (I was told to wait at least a week ...)

Dexgrant
Community Member

Any feedback from Google support on possible fix’s for this problem?

No … they gave me some bs that they’ve been delayed due to weather and has no timeline for resolution … but I actually figure out a fix. It’s posted here:

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-Hub-Max-camera-offline-RESOLVED/m-...

the quick answer is, uninstall all of your cameras/doorbells/hubs. Install the hubs first, then check that the cameras on your hubs are working (might need to use the Nest App in addition to the Google Home App), and then install your nest cams afterwards.