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Bug Report: Nest Hub Max resets zoom during nest camera stream

ryannemeth
Community Member

Hello,

I have a nest hub max that i use to stream a nest camera. I start the stream then zoom into the area i want to watch. Constantly it keeps resetting the zoom back the original zoomed out view.

Th nest hub stream should stay on the zoom view that is set.

Please let me know how to fix

Thanks,

Ryan

18 REPLIES 18

Dan_A
Community Specialist
Community Specialist

Hi ryannemeth,

 

We’re sorry to hear about the zoom function when streaming your Nest Camera using your Nest Hub Max. I’ve tried it here on my end and the zoom function stayed that way until I set it back to default. Let me help you through this. Let’s first do a sequential reboot by unplugging the power cord from your router followed by your Nest Hub Max and your Nest Camera. Restarting your phone where your Google Home app is, might also help.

 

If the issue persists, unlink and relink your Nest Camera from your Nest App and/or Google Home app.

 

Keep us posted.


Best,

Dan

ryannemeth
Community Member

Hello,

I have completed all the steps and am still seeing the same behavior.

I start a hub max stream of a nest IQ cam in my nursery, pinch to zoom to what i want to see. Then at some point the zoom resets back to the no zoom. Sometimes is quick, sometimes a few hours.

Can you please let me know how to fix this issue.

Thanks,

Ryan

 

Dan_A
Community Specialist
Community Specialist

Hey there,

 

Thank you for doing the provided steps. We've tried recreating your concern on our test device but it worked as intended. Our Nest Hub Max streamed our Nest Camera, we zoomed-in and waited for a while and it never went back to normal unless we wanted it to. It would seem like unlinking your Nest Camera from your Nest Hub Max should do it. This way, we can refresh the connection between the two.

 

When you remove a device from a home in the Google Home app:

 

  • It will disconnect the device from members in the home in the Google Home app.
  • It will be unlinked from your Google Account.
  • Data associated with this device, such as video history, will be deleted. 

 

Note: Some basic device data may remain associated with the home.

 

  1. Open the Google Home app.
  2. Touch and hold your device's tile.
  3. Tap Settings > Remove device > Remove.

 

Once done, kindly re-link your Nest Camera to Google Home and make sure that all are on the same account and Wi-Fi connection. Tell us how it goes.

 

Kind regards,
Dan

Dan_A
Community Specialist
Community Specialist

Hi ryannemeth,

 

I wanted to follow up and see if you still need 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.

 

Cheers,

Dan

Princesss
Community Specialist
Community Specialist

Hi there,

 

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google Nest speakers and we'd be glad to assist you further.
 

Best,

Princess

Hello, I have followed the steps and am still having this issue. Just because you were not able to recreate does not mean that I am not having an issue. Please escalate or let me know how to fix my issues.

 

Thanks,

Ryan

Princesss
Community Specialist
Community Specialist

Hi ryannemeth,

 

Thanks for responding. By any chance, do you have any case ID so I can check it?

 

Best,

Princess

Princesss
Community Specialist
Community Specialist

Hello there,

 

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

Hello,

I do not have a case id for this issue, can you let me know how to get one or find it?

Thanks,

Ryan

Muddi
Community Specialist
Community Specialist

Hey ryannemeth,

 

My apologies for the delays. If you haven't filled out any form or contact us via call or chat, you can fill out this form with all the needed information then let me know once done.

 

Cheers,

Muddi

Muddi
Community Specialist
Community Specialist

Hey ryannemeth,

 

How's it going with your Google Nest Hub Max? Have you had the chance to fill out the form?

 

Cheers,

Muddi

Muddi
Community Specialist
Community Specialist

Hi ryannemeth,

 

Just bumping this up to make sure that you've seen our responses. I'll lock this thread if we won't hear from you in 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.
 

Cheers,

Muddi

ryannemeth
Community Member

Submitted, please do not close until the issue is 100% resolved.

Thanks,

Dan_A
Community Specialist
Community Specialist

Hey there,

 

Just a quick update. We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel. We'll keep the thread open, as you've requested, for a few more days until someone from our team emails you.

 

Kind regards,

Dan

Dan_A
Community Specialist
Community Specialist

Hi ryannemeth,

 

Our team has already sent further troubleshooting instructions to your email. Let’s continue through that channel. Also, please be advised that this thread will be locked after 24 hours.

 

Thanks,

Dan

ryannemeth
Community Member

Nothing has been resolved over this thread or email. Please keep this issue open until something gets fixed.

Dan_A
Community Specialist
Community Specialist

Hey there,

 

I would gladly keep the thread open until a resolution arises. We'll keep an eye on your case, too, if there are new updates.

 

Kind regards,

Dan

Dan_A
Community Specialist
Community Specialist

Hey there ryannemeth,

 

I see that our higher support has sent you an email for you to reply with the needed information. Reply to them your device’s serial number and its firmware version. Please do not send those information here in the Community page to avoid safety and security concerns. 

 

If you have any questions or other concerns you now have contact with our higher support. Please continue the conversation there for this thread will be closed after 24 hours.


Best,

Dan