Camera on Nest Hub Max will not dispay, keeps saying "offline"

[Steve_S_5598]

I set up a new Hub Max and initially the camera worked fine for live view and with nest aware... then suddenly I started getting "Camera offline' notices from the Nest app, and I cannot longer get the camera to show anything.  The Nest app says the camera is off line, and the Home app says the camera is 'off' but is unable to turn it on.

I have power cycled the device several times with no improvement. I have factory rest the Hub Max twice now, the 2nd time I used the 'set-up as new' option.  The camera was DOA after both resets.

I have another Hub Max that has no issues at all, this particular one just seems to be defective.

[AdamST]

I have the same issue. Camera used to work fine and then it starting showing as "Offline" in the Nest app. I tried a factory reset but when you go to set it up as a Nest Aware camera, it fails. I wonder if Google are trying to migrate it from the Nest App to the Google Home App ??

[AdamST]

Is your MAC address blank too ?

[Steve_S_5598]

Yes, the MAC address for this device is all 0s, but my other Hub Max also shows all 0s and it does not have issues with it's camera.

[Juni]

Hi Steve_S_5598,

Have you had the chance the steps provided in this thread? If so, how did it go? 

Keep me posted.

Thanks,

Juni

[Juni]

Hi folks,

Thanks for reaching out and for providing detailed information on your issue and the steps that you've done, — these are of great help!

You all can try to create a new home structure then set up your Nest Hub Max and its camera. Check the steps below for guidance.

Create a home:

1. Open the Google Home app .
2. At the top, tap Add .
3. Tap Create new home.
4. Follow the steps.

Note: You can have up to 5 homes in your account.

Before you reset the device

1. Save important footage from the device’s video history.  
2. Make sure the device is plugged into a tested and functional power source.
3. Remove the device from the Google Home app.
   • Open the Google Home app .
   • Tap and hold the device's tile.
4. Tap Settings  Remove device Remove.

Reset the device

1. At the back of the device, press and hold (long press) both volume buttons for about 10 seconds.
2. To signal the start of the factory reset process, Google Assistant plays a sound.
3. Setup Nest Hub Max. 

Let me know how it goes.

Thanks,

Juni

[Steve_S_5598]

Yep. as usual, each and every time I have factory reset and set-up as a new device in my current home and in a new home, it works fine for a day or two, then the camera flakes out.  I can not view or even turn on the camera in the Home app, and in the Nest app is says the camera is unavailable.  In the Home app if I go into the devices settings no matter what options I select I can not get the camera to work, a regular reboot will not fix it, but if I flip the camera/mic slider a few times and reboot the camera will work for a day or two again... 

[AdamST]

This didn't work for me. The setup of the Nest Cam failed.

[Muddi]

Hey AdamST,

Thanks for trying. Please fill out this form with all the needed information. I’ll keep an eye out for your response specifically, so please let me know once you’ve filled it out.

Cheers,
Muddi

[Juni]

Hi AdamST,

We haven’t received your form. Kindly fill it out so we can continue with the next step. 
 

Regards,

Juni

[AdamST]

Hi,

I've already filled out this form  via another thread.

[Muddi]

Hey AdamST,

Thanks for the update! We got your form. One of our team will be reaching out to you via email. By the way, are you done sending feedback?

Cheers,

Muddi

[Juni]

Hi there,

I'm jumping in to follow up if everything is good here. Let us know if you have any further questions.
 

Regards,

Juni

[Steve_S_5598]

The issue persists on the 1st device, and now my older Nest Hub Max has been having similar issues. Nest sends alerts that that camera is off line around 4 AM every night....  There have been no solutions provided just speculation that has not resolved the problem.

1 google support rep via email told me there was nothing more he could do. A 2nd rep has promised to call me, but it's been 4 days since I gave my contact info and availability and I have yet to receive a call... It seems like they are stalling, I fear that once my device hits it's end of warranty date they will just blow me off completely.  And so ce I am not the only one experiencing this issue I find it extremely frustrating that I am getting no actual help or support from the device maker.

[Juni]

Hi Steve_S_5598,
 

Sorry for the delay. Could you provide us the case number so we can check it out?

I look forward to your response.

Thanks,

Juni

[Juni]

Hi there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.
 

Regards,

Juni

[Steve_S_5598]

This person was of no use and refused to exchange the unit even though it was clearly under warranty--> Case ID [7-5611000033320]

This person exchanged the unit with out any push back --> Case ID [3-0775000033676]

But the replacement unit after working for a day had an update pushed to it then it started to fail every night... just like the one shipped back... and my older Next Hub Max that worked flawlessly for years is experiencing the exact same issue... so it appears to be a SW issue that needs to be addressed.

[Steve_S_5598]

Every night one or both of my Hub Max camera go off line.... I have a routing set on my smart plugs to reboot both every night.... ABSOLUTELY NO HELP from anyone at Google.... Devices are broke, they worked fine when I first got them so it must have been a software update that needs to be fixed.... 

So the answer is YES, I need assistance, the devices keep failing!