Cannot View SimCam Smart Home Camera Feed On Hub Max

[slimdog55]

Hello All,

I have a SimShine Baby Pro from SimCam Smart Home and cannot view the camera feed on my Hub Max.

I have the account linked to Home app and can see the device on Home app and also on Hub Max. When I click on the video feed, I keep receiving the following error messages:

"Sorry, I couldn't reach the SimCam Smart Home."

"Sorry, it looks like the SimCam Smart Home is unavailable right now."

"Sorry, something went wrong controlling XXX's Camera. XXX's Camera is currently in a software update."

I can view the camera feed perfectly fine via the manufacturer's app on my Android (Galaxy S22 Ultra), SimHome. The camera is not in a software update whatsoever.

I have rebooted my router, the camera and Hub Max. Reconnected the camera to the wifi. (Both the camera and Hub Max are on the same WiFi, by the way.)

I have also uninstalled the SimHome app, removed the account from Google Home. Then factory reset the Hub Max. Relinked the SimCam account and still the same error messages.

Firmware is up to date on the camera, router and Hub Max is up to date. All involved apps are updated.

I have been battling this for days and cannot for the life of me to make this camera feed show up. This was one of the main reasons I purchased the Hub Max, to monitor my baby as she's sleeping.

This company (SimCam Smart Home) is listed as a compatible device that "works with Hey Google." Listed on Google's Help Page.

I have done everything possible and I'm at a loss. Any help or pointers would be extremely appreciated!!!!

Thanks!!!!

[Alex_S]

Hi slimdog55,

I’m sorry to hear about the trouble you’re experiencing when streaming your SimCam Smart Home camera through your Google Nest Hub. Looking at the responses you’re getting from your Google Nest Hub, Google Assistant fails to get communication from your camera. I suggest that you contact SimCam Smart Home support to check if the version of your camera is integrated to work with Google Nest displays.

Regards,
Alex

[slimdog55]

I have sent an email to the manufacturer of the camera. Awaiting a response and I will report back.

[Alex_S]

Hi there,

Gotcha, thanks! We’ll look forward to hearing from you soon.

Best,
Alex

[slimdog55]

Hello Alex,

I received a response from the manufacturer. They have rebranded from SimCam Smart Home to Ellie in June, 2023. This is the response I received:

"Keep you waiting for a long time

We changed the brand to Ellie in June 2023. Simcam's service is temporarily unavailable, and you can only apply for the service using the latest Ellie brand, which is still being applied for.

Once we apply, we will notify you."

So I guess it's the waiting game...

[Alex_S]

Hey slimdog55,

We appreciate your update. Since there were changes to their branding, they would also need to work on the new integration process of their devices with Google Home. I hope we can try something else, but what we can only do for now is wait for their announcement on when they can integrate Ellie cameras into Google Home.

If you have other questions or concerns about Google Home, let me know.

Warmly,
Alex