Hub Max 1st gen connection to Nest Cam

[Pdesjardins]

I have Nest door bell and outdoor wired Nest Cam. The latter regularly looses connection with my Hub Max 1st gen while I still have connection with Cam on my iPhone. Door bell rarely loose connection. Tried reboot network and disconnect Cam and Hub Max and issue keeps coming back. -Frustrating!

[jenniffert]

Hi Pdesjardins,

Thanks for posting in the community! I'm sorry to hear that your Nest Hub 1st Generation is losing connection with your Nest Cam Outdoor. Help's here!

To better investigate the inconvenience, I'd like to ask for the following information:

• When did the issue start?
• Which app are you using for the Nest Cam Outdoor and for the Nest Hub 1st Gen?
• Have you checked if the camera shows online in the app when it gets disconnected from the Nest Hub?
• Did you receive any error messages when the camera gets disconnected from the Nest Hub?

In the meantime, I'd suggest the following steps:

• Make sure you have the latest version of the Google Home app or Nest app, depending on the one that you use for the Nest Cam Outdoor and the mobile software version.
• Verify the firmware version of your Nest Hub. Refer to this article for details: Google speaker and display firmware versions and release notes.

Please keep me posted.

Best regards,

Jenniffer

[Pdesjardins]

Its been ongoing for quite some time. 

I use the Nest App to view the Nest Cam on mu iphone and it still shows on the phone when it gets disconnected from Hub, No error messages.

A lot of time to remedy this issue, I ask Google to show me the camera on doorbell and then to show me the Nest Cam which renews the connection, but it gets annoying after a while...

[jenniffert]

Hi Pdesjardins,

Thanks for following up! I appreciate the details provided.

To continue investigating this situation, I'd like to gather the following information:

• Is your Nest device within 15 to 20 feet of your Wi-Fi router?
• Are there other Google Nest displays set up and working in the home? If so, are they experiencing the same inconvenience?

For now, I'd suggest the following steps:

• Verify the firmware version of your Nest Hub Max. You can find this information in the article: Google speaker and display firmware versions and release notes.
• Restart your router and update your router's firmware if necessary. Sometimes routers have bugs, and firmware updates can fix them.
• Restart your Nest Hub Max. Unplug it, wait a few minutes, then plug it back in. For reference, you can check out this article: Reboot Google Nest or Home speaker or display.

If the above steps don't work, you might consider performing a factory reset on your Nest Hub Max. Please refer to this article for guidance: Factory reset Google Nest or Home speakers or displays.

Let me know how it goes.

Best regards,

Jenniffer

[Pdesjardins]

Hi Jennifer.

Device is within 20'. I have another display in basement (Nest Hub) I dont spend that much time in basement and cant really comment on its performance. Will need to monitor...

Firmware on Hub max is correct. I restarted the router and \hub Max. No effect!

Will work on factory reset later today and get back to you...

Thanks, Pat

[jenniffert]

Hi Pdesjardins,

Thanks for the reply! 

I'd appreciate it if you could let me know what the result was after performing a factory reset on the device. And it would be very helpful if you could move the router a bit closer to the Nest Hub and Nest Cam.

Keep me updated.

Best regards,

Jenniffer