09-01-2021 10:08 AM
Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.
Original poster: Tjia Chew
New Nest Hub Max camera not working and have reset to factory settings twice already. All other functions work except for the camera - it says off or offline and I can’t seem to switch the camera back on. Have checked the hub max itself, camera privacy button is definitely off and upon swiping up camera has not been disabled. Very puzzling issue.
09-08-2021 05:44 PM
I have the same problem with mine. Tried everything that I’ve seen in other forums but nothing seems to work. It just says is offline or off. When I reboot it and set it up again it never actually finishes the process; it just says “connecting”
09-08-2021 07:17 PM
I am also having the same problem. Where is the support for this issue
09-09-2021 04:48 AM
I have the same problem. What can I do?
09-09-2021 01:42 PM
Same problem here. Functions normally except camera. Same issues as those listed below.
09-17-2021 06:45 PM
Hello Tjia Chew, Nutcracker77, Clrk, and Alvin,
Thank you for your patience with us! We've created a case for each of you regarding your device's issue to send to our support team. Be on the lookout for an email from us in your inbox soon.
Much obliged,
Ai
09-18-2021 04:43 AM
Same issue here. I am about to ask for a return, as this was primarily purchased to keep an eye on the inside of my home.
09-25-2021 06:29 AM - edited 09-25-2021 06:31 AM
@ai We’ve been having the same issues with our Google Nest Hub Max. Can’t connect to the camera, but weirdly can accept Duo calls from outside contacts. It does the same “connecting” never-loading screen as mentioned by @Nutcracker77 above. We’ve also done reboots & a factory restart to try to solve the issue, to no avail.
09-25-2021 06:30 AM
Also noting, we have had this device for more than a year, and it didn’t start having this issue till a couple months ago (July 2021).
09-25-2021 09:28 AM
After many failed attempts, it ultimately worked for me. I had to remove all my Nest devices (not Google devices) from my nest account leaving only one that never had issues in the past (nest thermostat). Then I added back the nest protects again and finally the nest cam from the Nest Hub Max. Just a fluke? Perhaps, but I now have all my nest products and Google products working with no issues.
09-25-2021 11:25 AM
Worked for me too! Removed then added back. Thanks!
09-25-2021 11:45 AM
I’ve removed it and added it back, done dozens of factory resets - nothing. I have four of the hubs, this one just doesn’t seem to work right. I think it’s time to return it. The camera is 75% of the value of the unit for me.
09-26-2021 07:19 AM
UPDATE: I've completely removed all devices from the Google Home App and brought the Hub Max back online first. It is now working. I have to admit, while I'm happy it's working, this was/is quite an undertaking now adding back thermostats, lights, cameras, other google hubs, etc, and resetting all the automation that was previously set.
@Rdianco wrote:Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.
Original poster: Tjia Chew
New Nest Hub Max camera not working and have reset to factory settings twice already. All other functions work except for the camera - it says off or offline and I can’t seem to switch the camera back on. Have checked the hub max itself, camera privacy button is definitely off and upon swiping up camera has not been disabled. Very puzzling issue
09-27-2021 04:56 PM
my next hub had the same issue , remove the device and factory reset help to get it back, I think this is common issue on the next hub max
10-05-2021 10:03 AM
Hi All,
Thank you all for your patience! I appreciate those of you that have shared solutions and updates.
I am sorry to hear that your Google Nest Hub Max camera is not working. I understand your concern and would be more than happy to help find a solution.
First, for those affected, could you please try these troubleshooting steps?
Please let me know if it helps resolve the issue or not. I look forward to your response, let's get this issue resolved!
10-05-2021 12:02 PM
Greetings. I tried everything above. Ultimately, I had to remove every device from my google home, factory reset the max, and then assign it to the house. Once the max was installed first and by itself, it worked. While I’m happy it’s fixed, I had to reinstall dozens of devices, reset automations, etc.
I probably wouldn’t have purchased if I would have known it was going to be such a hassle.
Thanks, James
10-07-2021 11:36 AM - edited 10-07-2021 11:38 AM
Hi James,
I am glad to hear that the steps above helped fix this issue. I apologize for the inconvenience caused.
For everyone else, I just wanted to check in. Please keep me updated and let me know if you have any other questions or concerns. Thanks.
10-13-2021 12:52 PM
Hi All,
We haven't heard any updates from you. I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help. Once again, thank you all for your patience!