Camera Feed Is Not Available

[kellow87]

Since the Fuschia OS Update has been applied to my Nest Hub Max, when streaming my Nest camera through it, I get the "Camera Feed Not Available" message on screen or the screen is black. This can stay like this for 5 minutes then eventually shows the camera Feed. Factory Reset both devices to no avail. When streaming the camera to my phone or tablet I get no issues. I see other people are having the same issue. Is there a fix in the pipeline for this?  I have tried restarting my router and and nest hub max to no avail. 

[Princesss]

Hi kellow87,

Thanks for visiting the Community.

We're sorry to hear about this experience with your Google Nest Hub Max. Thanks for trying some steps before reaching out. Let's go ahead and try these:

1. Make sure the Nest Hub Max is not in Privacy mode. Privacy mode is enabled when you toggle the mute switch on the back of the Google Nest Hub Max to the left.
2. Force close the Google Home app wait 5 seconds.
3. Reopen the Google Home app .

Let me know if these steps work.

Best,

Princess

[kellow87]

I have tried what you suggested but this hasn't resolved it. 

[Princesss]

Hi kellow87,

Thanks for trying the steps. Let's go ahead and perform a complete reset to your Google Nest Hub Max and as soon as you completely set it up, let's try to stream and see if this would make any changes.

Keep us posted.

Best,

Princess

[kellow87]

I have already tried a factory reset. It was the first thing I tried. I then tried streaming my Nest cameras to see if that fixed it and it didn't.

[Princesss]

Hi kellow87, 

Thanks for trying the steps. Could you please provide the cast firmware version of your Google Nest Hub Max?

To check which firmware version you're on, follow these steps:

1. Open the Google Home app .
2. Touch and hold your device's tile.
3. Tap Settings Device information.
4. Under "Technical information," check for Cast firmware: "X.XXX.XXXXX." If the device is on Fuchsia, check for System firmware version: "X.XXXXXXXX.X.XXXXXXX"

Looking forward to your response.

Best,

Princess

[kellow87]

System firmware version: 8.20220713.2.194059

Cast firmware: 1.63.324740

[Muddi]

Hey kellow87,

Chiming in to ensure everything is covered here. Just to add, have you tried setting up your device on a new home structure? If not, please follow the steps below to know-how:

Remove all devices from the old home structure.

1. In the Google Home app home screen, touch and hold the device's tile.
2. Tap Settings > Remove device > Remove.
3. Repeat this step for all devices.

Create a new home structure.

1. In the Google Home app home screen, tap Add (+).
2. Select Create new home.
3. Guide the customer through the on-screen instructions to create a new home structure.
4. Delete the old home structure.
   1. In the Google Home app home screen, tap the arrow icon to switch between home structures > choose the old home structure.
   2. Select Settings  > Delete this home > Delete.

Add the Nest Hub Max to the new home structure.

1. Factory reset the Nest Hub Max.
2. Set up the Nest Hub Max device > set up the built-in camera.

Keep us posted.

Cheers,

Muddi

[kellow87]

Hi, thanks for your reply. I've finally managed to recreate my home structure as you have asked. Still the same result. I tried another factory reset of the device but no joy.

Cheers

[Muddi]

Hello kellow87,

We appreciate your efforts. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.
 

Cheers,

Muddi

[kellow87]

I have filled out the form

[Dan_A]

Hi kellow87,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.

Best regards,

Dan

[kellow87]

Hi

It's not in privacy mode and the Google Home app isn't the problem. It's the screen. I tried the app closing though to no avail.

Cheers

Chris

[kellow87]

Hi
It's not in privacy mode and the Google Home app isn't the problem. It's the screen. I tried the app closing though to no avail.
Cheers
Chris

[Dan_A]

Hi kellow87,

Thank you for the information. It would be best to continue the conversation via email with our higher support to gain more information and troubleshooting steps. Please note that this thread will be locked after 24 hours.

Cheers,

Dan