Home hub Max camera stopped showing live video

[Fluffy_bunny]

I have two home hub Max displays and the cameras in both devices stopped showing live video. I believe this started happening yesterday, 25-Jun-2024. One of my home hub Max is at my mother's house and I need to have a reliable feed. She has Parkinson's and dementia and I need to keep an eye on her. She fell recently in the bathroom in the middle of the night and if not for the home hub I wouldn't have been able to get her the help she needed.

The problem shows in the app as the video stuck in loading but it doesn't. This happens in the home app and the nest app. In the device it shows as no message displayed as a banner notifying that someone is accessing the camera for live streaming.

I unplugged the device and that worked once but the next time I attempted to look at live video it got stuck loading again which tells me this was may not be a one time thing.

[pereztzum · Accepted solution]

Hi @Fluffy_bunny,

I'm really sorry to hear about the trouble you're having with your Home Hub Max cameras. I understand how critical it is to have a reliable feed, especially to keep an eye on your mother.

Let's troubleshoot the issue with your camera not showing live video. Here are some steps that might help:

Common Fixes:

1. Restart Devices:

   • Power cycle your router by unplugging it for 2 minutes, then plugging it back in. Wait a few minutes for it to fully reboot.
   • Restart your Nest Hub Max.

2. Network Check:

   • Make sure both Home Hub Max devices have a strong Wi-Fi signal. Try moving them closer to your router if possible.
   • Verify your internet connection is stable. Run a speed test online or use another device to see if it's experiencing slowness.

Advanced Troubleshooting:

1. Factory Reset Device: (If comfortable)

   • Save any important footage from your device's video history.
   • Remove your Nest Hub Max from the Google Home app.
   • On the back of Nest Hub Max, press and hold both volume buttons together for about 10 seconds. Your Nest Hub Max will let you know that it's resetting.

1. Re-add Device: (Last Resort)

   • This will remove the device from your account and require you to set it up again. Only proceed if comfortable.
   • In the Google Home app, select your Home Hub Max device.
   • Tap "Settings" > "Remove device".
   • Follow the on-screen instructions to re-add the device.

Here at Google Nest, your loved one's safety is our priority. I understand this might be causing some worry, so please don't hesitate to reach out to our Nest Support team if none of these steps resolve the issue. They're available 24/7 and can provide more specific guidance based on your situation. You can contact them through the Google Home app or by visiting our support website.

I hope this helps! We'll do everything we can to get your camera working again so you can have peace of mind.

Brandon.

[Fluffy_bunny]

Thank you for your response. Thankfully I am at my parents house and was able to troubleshoot this. Otherwise, all those steps would be difficult to perform from 3K miles away.

I restarted the router and the device, and that seemed to have done the trick. I didn't have to reset the device or delete it from the home.

Thank you again

[pereztzum]

That's fantastic!

I'm happy to hear you were able to resolve the internet connection issue by restarting your router and device. A simple restart often clears up temporary glitches and can be a lifesaver.

It's definitely good to know you were at your parents' house for this, as troubleshooting remotely can be tricky.
I'm glad you were able to get things working again, and thanks for letting me know!

Best Regards,

Brandon.