Having issues with Google Nest Hub Max

[Andhanni]

It appears that I am having the same issue as others on the forum where our Google Home Max camera has stopped streaming and you cannot view in the Google Home App.  Looking at other posts I feel that this is a larger issue than what was posted by @AJ215 and @Zeppy already.

With the fact that I travel extensively for work right now, not being able to stream my Nest Camera devices at times like this one is concerning especially as I look to expand the Nest Deployment around my home.

I have found that rebooting the Hub will at times give me a working camera for a bit, but within 24 hours the camera stops streaming, but the other features like asking a question "Hey Google..." or giving an order "Hey Google..." those work without issue it is only viewing the camera on the app or via the website home.google.com (I know this is in preview).

I would like to know what changed in the firmware and why I cannot find any release notes or an ability to approve changes for my device if it was an upgrade like that.

Thanks,

@Andhanni 

[Wolfie42]

I’m having the same issue. Camera just decided to stop working. The only solution provided is a factory reset which deletes all of the footage, which I’ve already paid to store. And then there’s no guarantees that it won’t happen again while I’m out of town. 

This is obviously a known bug that’s been around for a long time. They haven’t bothered to put in a fix or even a workaround solution so you don’t lose your stored footage doing a reset. Nor set up a way to reset remotely. 

This device is too pricey for this lack of care. add that to the limitation of not being able to show docs from Drive on there and the limited streaming capabilities, and it’s quickly becoming useless. Am overpriced, oversized, barely working camera.

Google needs to do better. 

[Andhanni]

@Wolfie42 I have to agree that if this is a known issue, it is one that Google is missing completely and needs to address simply based on the level of people commenting I would hope that a Community person would escalate within Google to address so we do not all consider leaving for those other guys 🙂

[Wolfie42]

Well I'm seeing posts dating back to 2021 around this issue so if it's not on their radar, that's another problem as well.

[Zeppy]

Yes rebooting hub max allows camera feed to work but does lose image often and return.

No good paying for camera and subscription when I can't view on hub my surroundings.

Works ok on nest app on phone

[rachaelmaree]

You're lucky you can view it via the nest app! I can't even do that, havent been able to for months now and i am STILL paying for a subscription waiting for it to hopefully be fixed! 

[Princesss]

Hey folks,

Thanks for visiting the Community.

@rachaelmaree, if you're a Nest Aware subscriber, your Nest camera’s video history will be stored automatically in the cloud. You can watch your Nest camera’s video history on your phone or tablet or with a computer. To watch the video history on a computer, sign in to your account at https://goo.gle/2qjvVSU and select a camera that has a Nest Aware subscription.

Also, have you already tried performing a complete reset to your Google Nest Hub Max and check if that would make any difference?

Best,

Princess

[Wolfie42]

Your support team had me do a complete reset. I lost all of my stored video footage AND it did absolutely nothing. The video still won’t work

[Princesss]

Hi there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best.

Princess

[Princesss]

Hey there,

I just want to follow up-- have you had the chance to fill out the form?

Best,
Princess

[Wolfie42]

Your support team had me do a complete reset. I lost all of my stored video footage AND it did absolutely nothing. The video still won’t work.

I ran across a post that I can’t seem to find now where Google has admitted this is a defect and you have to fill out and send some sort of form in to get a replacement. Does anywhere know where that string is by chance?

[Princesss]

Hi Wolfie42,

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]

Hello Wolfie42,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[Wolfie42]

Sorry, I’m confused. What do you need me to fill out the form for? I already spoke with your tech support. They were clueless. Not sure how that form will assist me in any way. The link I mention was different. 

[Princesss]

Hi Wolfie42,

Since you've mentioned that you already reached out to our support, by any chance do you still have the case ID so I can check here?

Best,

Princess

[Princesss]

Hey there,

I just want to make a follow up on this-- could you please provide the case ID of your previous interaction so we can check on it further?

Best,

Princess