Google Hub Max frequently stops displaying a nest indoor cam

[Keebs]

Our Hub frequently says one of our nest cams is offline. However, we can view the nest cam on our iPhone app, so it’s not truly offline. It’s one specific camera, of the 4 nest cams we have, it does it with just 1 of them.  
How do I troubleshoot this?

[Jake]

Hey Keebs,

Sorry for the late reply. I wanted to follow up and see if you are still in need of any help? Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[Jake]

Hey Keebs,

I wanted to check in and see if you are still in need of any help with your device? Please let me know, as I would be happy to assist, and answer any questions you may have.

Best regards,
Jake

[Jake]

Hey Keebs,

I want to ensure you are good to go, and everything is working properly. Please let me know if you are still having trouble, as I will be locking the thread in 24 hours due to inactivity. 

Best regards,
Jake

[Keebs]

Hi Jake! 

Sorry for the delay in responding. Life with kids is hectic lol. I am still having the issue. The camera just keeps dropping off the hub but we can see it in our app.

[Jake]

Hey Keebs,

Apologies for the delay on my side. Sorry to hear you are still running into the issue as well. Do you mind me asking if you are trying to view the event history? If so, I did find a helpful article with some troubleshooting steps. Please let me know if that helps or if the issue is still present.

Best regards,

Jake

[Jake]

Hey Keebs,

I wanted to follow up with you again, and check to see if the article was of any help. Let me know if you have any questions from here, as I would be happy to take a closer look.

Best regards,

Jake

[Keebs]

Hi!

the article wasn’t helpful unfortunately. We are viewing the live feed. It’s happening so much now. 

[Jake]

Hey Keebs,

Sorry for the late reply, and to hear the article was not of any help. Do you mind me asking if you run into any trouble with the live feed when using another device? Please let me know, as I would be happy to look into this further for you.

Best regards,

Jake

[Keebs]

Hi Jake!
We don’t run into the issue on our phones or tablets. 

[Jake]

Hey Keebs,

I am truly sorry for the trouble and frustration that you are having with the device. I understand that is not the most ideal situation, and I am more than happy to assist. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

Best regards,
Jake

[Jake]

Hey Keebs,

I wanted to check in, and ensure you are in contact with our Team. Please let me know if you are having any trouble seeing the email, as I would be happy to review.

Best regards,

Jake

[Keebs]

Hi Jake!

I haven’t heard from them as of yet. I did submit the form as you said, on Tuesday. So should hear from them soon!

[Jake]

Hey Keebs,

I am showing a case has been created for you, and you should have an email from our Team at this time. Please let me know if you have any trouble seeing that, as I would be happy to review.

Best regards,

Jake

[Jake]

Hey Keebs,

I wanted to check in with you, and ensure you are in contact with our Team. Please let me know if you have any trouble seeing that, or have any questions from here.

Best regards,

Jake

[Keebs]

I still have yet to hear from them. How would they be contacting me? I’ve been keeping an eye on my gmail account but have not received any communication. 

[Jake]

Hey Keebs,

I am sorry to hear you have not heard from our Team. I will check in, and ensure they are in contact with you from here. Please be on the lookout for an email from them over the next 24 hours. Let me know if you have any questions from here.

Best regards,

Jake

[Keebs]

Hello Jake,

I still have not received any communication to assist me. 

[Jake]

Hey Keebs,

I am sorry to hear you have still not seen the email. I am showing your case number is 2-5535000032372. Do you mind me asking if you are able to do a search through your email for that number? I would recommend double-checking your spam/junk folder, as it may have gone there.

Best regards,

Jake

[Jake]

Hey Keebs,

I wanted to check in with you, and ensure you are seeing the email at this time. If you are still having trouble seeing that, I would recommend contacting support and giving them your case number. They would be able to further review, and ensure you are being helped. Please let me know if you have any questions from here as well.

Best regards,

Jake

[Jake]

Hey Keebs,

I wanted to follow up with you, and see if you were able to get more details on your case. Were you able to get in touch with support? Let me know, as I will be locking the thread soon.

Best regards,

Jake