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Google Max Hub: Camera is off and Mic is on

danielbpc
Community Member

I have a Google Max Hub Display which everything is working but the Nest camera. Even the microphone is working. 

If I make a videocall the camera works but the device says my camera is offline. If I try to see a live video from the Google Hub it doesn't work, say the camera is offline and ask to try to check the internet connection. However the mic works and everything else also works. 

I have tried everything from the post https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-Hub-Max-camera-won-t-work/m-p/2278...

Removed the device, rebooted, deleted all apps, restarted the phone, setup the camera again, reduced the video quality but the camera still does not work. 

The camera is off for about one month already. 

Any clue on how to fix it?

I have it for 1 year and it is still in the warranty period, so if I cannot figure it out I will  ask for a replacement.

Thank you. 

5 REPLIES 5

Muddi
Community Specialist
Community Specialist

Hey danielbpc,

 

Thanks for sharing details about the issue. I know how important it is for you to be able to set up the camera on your Google Nest Hub Max - let's get to the bottom of this. A few questions: how many Nest devices do you have? Does it work from the Nest and Home app? What is the current firmware and system version of your device?

 

Let's go ahead and try setting up your device to a new home structure and check if it will have the same issue. Please make sure to remove it from the old home first before resetting it again. 

 

Let me know how it goes.

 

Cheers,

Muddi

danielbpc
Community Member

Hi @Muddi, thanks for helping.

I only have this Nest device. 
It does not work from the Home neither from the Nest app.
The current firmware system is: 9.20221010.3.176.
I did already remove it from the home structure, even deleted both the Nest and Home apps and reinstalled it but it still does not work. 

Any ideas?

Muddi
Community Specialist
Community Specialist

Hey danielbpc,

 

We appreciate 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.
 

Cheers,

Muddi

Juni
Community Specialist
Community Specialist

Hi there,

 

I wanted to follow up if you are still in need of any help. If so, please fill out the form above.
 

Regards,

Juni

Muddi
Community Specialist
Community Specialist

Hey danielbpc,

 

We haven’t heard back, so I'll be locking this thread if we won't hear from you in 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.

 

Cheers,

Muddi