Google Nest Hub Max Camera Connection Issues

[Kella]

Hello, I did a search before posting and tried all the things. Here is the deal. 4 cameras plus a doorbell plus the Hub Max. Out of no where video is gone on the Max. Whomever I am video calling with can't see me and no option to turn on camera. Went to my Nest account no video and history shows its been down for hours. I remove the Hub factory reset. Reconnect it. BAM video! Open Nest it asks if I want to connect it to my paid account. SURE... Video is gone. I do it all over again. This time I hit no thanks on the Nest account. 24hrs goes by perfect video thru google app only. If i open nest it brings up the prompt again. Then 2 am video is down again and says it's offline. All I get is a black screen with spinning circle. What is the deal!? And yes I can remove all the cameras and start over. But Google im paying for history. And if I do that I lose said history. There has to be some sort of fix here that has worked for a while not just a day for

 

people?

[MplsCustomer]

@Kella 

That sounds pretty flakey. We've had a Nest Hub Max for about 15 months now and the camera works fine. We turn ours on and off from the Nest Hub Max's screen.

Is there any possibility the Wi-Fi signal strength at your Nest Hub Max's location is weak and might be causing this? You could try temporarily relocating it close to a Wi-Fi access point just to see if that makes a difference with your camera going offline.

[Kella]

The router is in the same room. It had worked seamlessly up until this. Green light is on as if it's recording and an alert goes on the screen saying camera is being viewed while trying to open it. It has to be something with the original nest interface integrating with the Google home. Super frustrating to throw so much money at products that are suppose to work together. 

[Dan_A]

Hi Kella,

This is not the experience we wanted you to have, let us help you. A few things: what is the error message you see? Were there any recent changes made? Is the video feed not available when making duo calls or streaming through your Nest Cameras and your Nest Doorbell? When you did the  reset, was it the same steps as what you find in this link?

It would help a lot if you could do a sequential reboot first: 

1. Unplug the power cord of your router followed by your Nest speakers.
2. Plug them back in after 3 minutes tops.
3. Restarting your phone might also help.

Once done, try the step below:

1. Make sure the Nest Hub Max is not in Privacy mode. For more information, go to [About] Google Nest Hub Max Camera Modes.
2. Reboot the Nest Hub Max.
3. Force close the Google Home app > wait 5 seconds.
4. Reopen the Google Home app.

Tell us how it goes.

 Thanks for helping, MplsCustomer.

Best,

Dan

[Jake]

Hey there,

I wanted to check in and see if you managed to see Dan's post. Please let me know if you have any questions from here. I would be happy to assist, and make sure you are good to go.

Best regards,
Jake

[Jake]

Hey there,

I wanted to check in, and let you know that I will be locking the thread in 24 hours.

Best regards,

Jake