Google hub max and nest camera won’t connect

[Jluke]

Hi we just got the google hub max and are  trying to set up the google nest camera on it. We can’t get it to go past the joining device screen. We have factory reset the hub and reinstalled on our google home app. We tried different phones and having the hub in different t locations. We tried just setting our Wi-Fi to 2.4 instead of the automatic switching and it didn’t do anything. How do we get it to connect?

[Witzy]

Even when you do set it up and you can see Nest camera in Nest app on Hub Max it doesn't work very long.  Goes right back to offline.  Or it just wont show an image even if the green light is illuminated on Nest Hub Max.  I think this has to do with "Matter" because my Hub Max worked perfectly before all of this "Matter" non-sense.  I called Google and they said this was a known issue and a fix was in the works but how long is this going to take?!!!!  

[xtimex]

Have you tried this app?

https://play.google.com/store/apps/details?id=com.google.android.apps.wifisetup.app

[Witzy]

Not a fix.  Thanks though.

[Juni]

Hi folks,

Thanks for posting and for being a step ahead of us. 

This is not the experience that we wanted you to have, let me help you out. A few things: Do you have other Nest cameras in your Home structure? If so, make sure that your Nest Hub Max is on the same Wi-Fi network as the Nest cams. During the pairing, make sure that it is within pairing range, which is a maximum of 2 to 3 meters from one of your Nest Cams.

You can also try creating a new home then set up your Nest Hub Max and its camera there. Once done, observe if it will make a difference. Before you reset the device, make sure to remove it first from your Google Home app. Check the steps below.

1. Remove Nest Hub Max from the old home structure.
   • Save important footage from the device’s video history.  
   • Make sure the device is plugged into a tested and functional power source.
   • Remove the device from the Google Home app.
     1. Open the Google Home app .
     2. Tap and hold the device's tile.
   • Tap Settings  Remove device Remove.
2. Create a new home structure.
   • Open the Google Home app .
   • At the top, tap Add .
   • Tap Create new home.
   • Follow the steps.

Note: You can have up to 5 homes in your account.

1. Add the Nest Hub Max to the new home structure.
   • Factory reset the Nest Hub Max.
   • Set up the Nest Hub Max device set up the built-in camera.

Hope this helps.

Best,

Juni

[Witzy]

I did all of this with a specialist over the phone.  Worked for like 5 min and then went offline.  I do have other Nests cameras in my home and a Yale Lock, Nest Protect, and Google Battery Doorbell.  Everything worked fine before this Matter non-sense.  Now my Google Hub Max Nest camera will not work.  I was told this is a known problem on the phone with specialist and a "fix" is in the works.  Can you confirm?  If not, I would like a refund please.  The only reason I bought this Hub Max was to have an indoor NEST camera.  It worked fine for about a year and then stopped.

[Juni]

Hi Witzy,

Thanksf for the response and for confirming that you already did those steps. Since you already contacted our support team, could you provide us the case number they gave you so we can further check?

Looking forward to your repsonse.

Thanks,

Juni

[Witzy]

They didn’t give me a case number.  I’m sure you can use my email to pull it up though.  

[Juni]

Hi Witzy,

Thanks for the response. Since the steps didn't work on your end, we'd be happy to take a look into this for you. Please fill up this form with all the needed information then let me know once done.

Regards,

Juni

[Juni]

Hi there,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.
 

Best,

Juni