cancel
Showing results for 
Search instead for 
Did you mean: 

Camera Feed is Not Available

RRIDDELL
Community Member

I recently bought a Google Home Max to go with our other recent purchase of a Nest Hub, to act as 2 viewing screen devices for our Kogan Smarter Home Mini 5S camera (which we use as a baby cam). These were working fine until the other night when both screens stopped working at the same time, saying 'Camera feed is not available'. As these were both working fine and then both cut out in the same evening, I can only assume that Google ran a firmware update?

So far I have factory reset the devices, restarted the Google Nest modem and also factory reset the cam & so far this has not made any difference.

I'd really like this sorted out asap as we only got these products in order to monitor our 6 month old. 

Kind regards,

 

Robin

18 REPLIES 18

S4mmy_b
Community Member

Having the same issue with the same devices.

Factory reset everything, same result. 

RRIDDELL
Community Member

Does anyone from Google actually read these posts? It seems impossible to get customer care after you buy a Google product. Shocking at how such a huge organisation is too important to deal with lowly customers... you know, the very same people who keep you all in jobs. I couldn't be more frustrated at the moment and everything I read online seems to be the same unanswered questions and frustration.

S4mmy_b
Community Member

The first and last message we will get from them will be. “We’re closing this post now. If you’re still having issues please contact us via blah blah blah”. 

RRIDDELL
Community Member

That is exactly what I'm expecting, sadly. Absolutely atrocious customer service, It'll be their downfall, when a worthy competitor comes along that actually cares. The complacency is mind blowing. 

Muddi
Community Specialist
Community Specialist

Hey everyone,

 

Sorry to hear about your experience when streaming the camera on your Google Nest Hub. We'd love to help!

 

A few questions:

 

  1. Are you able to stream the camera on the native and Google Home app?
  2. Does the same issue happen when you use the Google Assistant app on your phone?
  3. What is the current firmware version of your Nest Hub?
  4. What is the make and model of your smart camera (This is for users who haven't provided the information yet)?

 

Looking forward to your response.

 

Cheers,

Muddi

RRIDDELL
Community Member

Hi Muddi

 

Thanks for getting back to me. Hopefully the response to this doesn't take a further 4 days:

  1. Native Smarter Home app - zero problems ever.  Google Home app is not designed for streaming 3rd party cams is it? On our phones we have to use the Smarter Home app and on the Nest Hub and Nest Max (which are linked to Google Home) we stream on command from Goggle Assistant or selecting cam via touch. Both previously worked, but both stopped working on same day.
  2. We don't use Google assistant on our phones, but having tried it does not open the Kogan Smarter Home app (to answer your question).
  3. Nest Max cast firmware = 1.60.311339. Nest Hub = 1.56.309385
  4. Cam used: Kogan-Mini 5S (Mstar333-16M) 

Kind regards,

 

Robin

Princesss
Community Specialist
Community Specialist

Hi Robin,

 

Thanks for the details you've shared. Let's make sure that the lights conneted are set up in the same Home structure with your Google Nest displays, and should be updated on its latest firmware. 

 

Since you've done some steps, please fill out this form with all the needed information then let me know once done.

 

Best,

Princess

For both of us, same setup, it was working perfectly the. Suddenly stopped. Was there a recent firmware upgrade or something for the nest hub?

Princesss
Community Specialist
Community Specialist

Hi S4mmy_b,

 

Thanks for updating us. Right now, there are no firmware update yet, however you can check if your devices are on its latest firmware.

 

Here's the link to where you can find the latest firmware versions: https://goo.gle/3LADFFD

 

Best,

Princess

Was there a recent firmware update that may have broken this?

S4mmy_b
Community Member

Hey Mate, mines now working fine. I didn’t do anything. So no idea what’s up.

S4mmy_b
Community Member

…and it’s gone. Same thing again.

Princesss
Community Specialist
Community Specialist

Hi S4mmy_b,

 

Thanks for updating us. Kindly fill out the form and let us know once you're done.

 

Best,

Princess

RRIDDELL
Community Member

We had EXACTLY the same thing! Started working and then stopped again. Are Google messing with us?!?

Princesss
Community Specialist
Community Specialist

Hi RRIDDELL,

 

We apologize for the inconvenience that this has caused you. We got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 

 

Best,

Princess

I’m not sure ‘escalated’ is the right word here. I’d be pleasantly surprised if anything from here-on-in happens with any urgency. It’s been a week since I reported the issue! — How to make a customer feel like they are bottom of your priority list. 

RRIDDELL
Community Member

And this sending of emails awarding ‘new badge’ awards everytime I reply, post or give Kudos is beyond annoying. It means nothing if you don’t act on it or show any progress. I honestly have no idea why you do it. It’s not even explained.  It simply means already frustrated customers are just getting spammed more each time they ask for help. That’s some feedback for your marketing team, Google. 

Princesss
Community Specialist
Community Specialist

Hi Robin,

 

Apologies for the delay. I already notified one of our higher tier of support regarding this. 

 

We'll go ahead and close this thread so we can continue our conversation via that channel.

 

Best,

Princess