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Hub Max Camera offline/off

Rdianco
Community Specialist
Community Specialist

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.

17 REPLIES 17

Nutcracker77
Community Member

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”

Clrk
Community Member

I am also having the same problem. Where is the support for this issue

Alvin
Community Member

I have the same problem. What can I do?

Courtship
Community Member

Same problem here.  Functions normally except camera. Same issues as those listed below. 

ai
Community Specialist
Community Specialist

Hello Tjia ChewNutcracker77Clrk, 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

Fuddsnake
Community Member

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. 

Gretedawn
Community Member

@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. 

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). 

Nutcracker77
Community Member

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.

Worked for me too! Removed then added back. Thanks!

Courtship
Community Member

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. 

Courtship
Community Member

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


Pasindu
Community Member

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 

frances
Community Specialist
Community Specialist

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?

  1. Open the Google Home app.
  2. Tap on Google Nest Hub Max, then Settings.
  3. Remove device.
  4. Factory Data Reset Google Nest Hub Max.
  5. Set up device and camera.
  6. Open the Nest app (switch to correct home/structure).
  7. Tap on Nest Hub Max camera and agree to terms (if prompted).
  8. Confirm if able to view live stream from Nest app.
  9. If able to, check the stream on Google Home app, and by navigating the Nest display.

Please let me know if it helps resolve the issue or not. I look forward to your response, let's get this issue resolved! 

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

frances
Community Specialist
Community Specialist

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. 

frances
Community Specialist
Community Specialist

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!