Camera feed is not available - Nest Hub and Nest IQ Cameras

[MarkFi]

For the last year when streaming Nest IQ Cameras to various Nest Hubs (Gen 1, Gen 2 and Max) all of them will intermittently stop and start streaming the camera video feeds. It appears to have gotten a lot worse since the Fuchsia update on the Google hubs. I beleive I've eventually narrowed the issue down, I took several packet captures on my Internet facing firewall and I can see that the Google Nest Cloud (34.117.64.167) is sending FIN, ACK to the Hub after sometime of being connected using TLSv1.3. This suggests that it's an issue from the Cloud side or that it doesn't like something the hub is doing and is requesting to end the connection. Due to the TLS encryption it's impossible to debug any further. Does any one have a suggestions why the Nest cloud would want to keep closing the connection randomly (it can be after 1 minute or several minutes)?

[Dingledooodie]

I'm not techy so don't understand much of what you discuss in the latter part of your post, but... I totally agree that "Camera Feed Is Not Available" is happening much more frequently. Ridiculously so. It was bad enough before but now... I've resorted to monitoring my cameras (after two attempted day time burglaries) on the Nest app on my Pixel 7 phone, with no issues. I bought the Hub Max primarily as a camera monitor and it turns out it's useless at it. You'd think two Nest products would work well together... and they just don't.

Please tell me there's a fix? 🤞🏻

[Dan_A]

Hi folks,

This is not the experience we want you to have, let me help you. A few questions: which Nest speakers and Nest Cameras are we working with? Do you have Nest cameras inside or out? When did your issue begin? Were there any recent changes made? When the feed stops, how long does it take to be active again?

Let us isolate further. It would help a lot if you could do a sequential reboot first: 

1. Unplug the power cord of your router, followed by your Nest speakers, then your Nest camera
2. Plug them back in after 3 minutes.
3. Restarting your phone might also help.

Keep me posted.

Best,

Dan

[MarkFi]

Please read my previous post all of the questions you've asked were answered. This isn't a case of restarting or resetting something, it requires the Google Dev's to take a look at why the hubs are dropping connections to their servers. While I appreciate you trying to help, it looks like a generic response and that you didn't even bother to read the original post.

[Dingledooodie]

I've tried all the various reboots and restarts suggested here and on other forums, to no avail. And, as stated in my initial comment, the feed is stable when monitored on my Google Pixel 7 phone (and, incidentally, on my Microsoft Surface laptop too). It's only via my Nest Hub Max that the I get the repeated loss of feed with the message, "Camera Feed Is Not Available". This loss can last minutes but more generally hours. This is an issue with the Nest Hub Max and nothing else and it needs addressing ASAP.

[Princesss]

Hi Dingledooodie,

We appreciate all 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.

Best,

Princess

[MarkFi]

The form has now been submitted 

[Princesss]

Hi MarkFi and Dingledooodie,

Thanks — 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

[Princesss]

Hello MarkFi and Dingledooodie,

I've seen that you have been assisted via email. I'll consider this post as complete and will lock the thread in 24 hours.
 

Best,

Princess

[MarkFi]

Hi,

I’ve not received any response via email yet. Do you know the senders email or subject of the email so I can search for it incase its gotten lost in my mailbox please?

[Princesss]

Hi MarkFi,

Sorry about this. Could you please try again to fill out the form?

Best,

Princess

[MarkFi]

Hi @Princesss,

Thanks for trying, I've resubmitted the form, lets see what happens this time.

[Princesss]

Hi MarkFi,

Thanks — 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

[Dlm1006]

Can you tell me the status of this issue considering so many customers are experiencing the same issue? I have been having the same issue for about 2 months now, I have done all of the trouble shooting steps suggested, multiple times and also while I was on the phone with Google support. Could the problem have started after a recent update and what measures is Google doing to fix this? This camera was purchased to be able to monitor my home when I am not there so and I am paying a monthly subscription for this, will I get refunded?  

[Muddi · Accepted solution]

Hey everyone,

Sorry for the inconvenience and thanks for your patience. Our teams are aware and we're working on a fix. I'll make sure to update the thread as soon as I have news to share.

Cheers,

Muddi

[Dingledooodie]

Hey @MarkFi, I received the email on 29/04/23. Apart from completely not understanding the issue at hand, it's simply another person suggesting the same generic removal of device/factory reset. Though, as I say, the "specialist" seems to think the issue is with the Hub Max's built in camera and seems not to have read our posts. 🙄

I'll copy and past the content of the email below.

---

Thanks for reaching out to the Google Nest Customer Care Team.

This is Alfie, one of the Senior Specialists from the Google Home Support Team. My apologies, I was not able to get back to you right away.  When we say it is constantly dropping, does it mean that it will connect to the display then will drop after a few minutes?

You may have done some of the steps below but is it okay if we try these in order?

1. Open the Google Home app.
2. Tap on the Google Nest Hub Max, then Settings.
3. Remove the device.
4. Factory resets the Google Nest Hub Max.
5. Set up device > during the setup it will ask to select home > create new home structure.
6.  Once the setup is complete > setup the built-in camera
7. Open the Nest app (switch to correct home/structure).
8. Tap on the Nest Hub Max camera and agree to the terms (if prompted).
9. Confirm if able to view the live stream from the Nest app.
10. If so, check the stream on the Google Home app, and by navigating the Nest display.

If the above steps don't work, try the steps below:

-Remove the device from the GH app

-FDR

-Set up the device using a new account and using a hotspot connection.

-Test the device

[MarkFi]

Thanks for the update @Dingledooodie it doesn't seem like we are going to find a solution to this issue any time soon unfortunately.