Failure of "Set up Nest Cam" on Nest Hub Max

[john_william_at]

When I tried to "Set up Nest Cam" on my new Nest Hub Max, it went through all of the expected steps, until it got to the point where my phone said something about "this may take a while", but it never progressed from that point.  I found a post with title "Hub stuck on grey ‘g’ screen, factory reset not helped", but it did not solve my problem.  I then found another post, with title "Nest Cam on Hub Max won't set up", and followed the instructions, but it did not help.  In fact, when I did the last step (Perform a factory reset on Nest Hub Max), my app complained that the device was already on another Home, and suggested that I ask the owner of that home to release it.  There is a bit.ly link on the first post for "immediate support", but I was reluctant to try this, as it was directed to another user of this forum.

I have tried setting up the Nest Cam several times, all with the same result.  I was able to set up the Nest Hub Max itself, and it recognizes me by my face, giving me personalized information (How long the commute will be this morning).  However, I cannot set up the Nest Cam.

Any help will be appreciated!

[john_william_at]

Now, my Nest Hub Max has the following message:

Link Account

Open the  Google Home app and link your account

I cannot find any way to do this in the Home app, and I cannot find any way to make the Nest Hub Max perform its normal functions (i.e., play music for me).

[Princesss]

Hi john_william_at,

Thanks for visiting the Community.

We appreciate all your efforts on trying the steps. Let's make sure first that these steps are done: 

Before you enable the Nest Cam, make sure your Nest Hub Max is set up.

1. Open the Google Home app .
2. Touch and hold the Nest Hub Max for which you'd like to set up the Nest Cam.
3. At the bottom, tap Set up Nest Cam. Note: If you have a Nest account or Nest devices set up in your home, you should be given the option during this setup process of migrating your Nest Account to your Google Account so that your Nest Hub Max can work with other Nest devices.
4. Follow the on-screen directions and when prompted, use your mobile device’s camera to scan the QR Code displayed on your Nest Hub Max.

Note: In the Home app, you have access to the live view and Talk & Listen functionality. If you’d like to access the full set of Nest Cam features such as activity notifications, Nest Aware features, etc., you can do so when you download the Nest app and sign in with your Google Account.

Hope this helps.

Best,

Princess

[Princesss]

Hi there,

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions, otherwise we’ll be locking the thread.
 

Best,

Princess

[john_william_at]

Actually, I came to realize after a couple of days that what the message in my second posting was trying to tell me, was that I needed to set up the nest hub max as a device, in my Home app.  I did this, and things appeared to work for a while, but now I have the following symptoms:

1. More than 50% of the time, when I say, "Hey Google!", the screen responds by changing, but it does not accept my spoken words.  After a while, the Max says, "A glitch happened.  Try again in a few seconds".  If I do try again, the screen responds to the initial "Hey, Google!", but after a while it says, "Hmmm.  Something happened.  Try again in a few seconds.".

2.  If I try to display the screen from the Nest Camera, in the Home app, I get only a "connecting..." message.

3. If I try to launch the Nest app, it says "loading..." forever.

4. I can ping the Nest Hub Max from any computer in my house.

So, my question now, is "What do i need to do to get my Nest Hub Max to arise from its slumber?"

[Princesss]

Hi john_william_at,

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

[Princesss]

Hi john_william_at,

Chiming in-- have you had the chance to fill out the form?

Best,

Princess

[john_william_at]

Yes.  Sorry, I forgot to come back to you at this list.

I filled out the form yesterday.

[Princesss]

Hi john_william_at,

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]

Hi there,

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

[john_william_at]

Yes, we have opened a conversation, which will hopefully lead to a way to fix the problem.

Thank you very much for your help.

[Princesss]

Hi john_william_at,

You're welcome! Feel free to reach back anytime if you have questions or needs assistance with your Google Nest devices and the Community would gladly lend a hand.

We'll go ahead and lock this thread now.

Best,

Princess