Hub max camera will not work

[Rajaey]

Hi the camera on my Google hub max doesnt seem to be working. Keeps saying it's offline. I've done everything's including a full factory reset and everything is working fine, other than the camera.

[gmelanymelissa]

Hi @Rajaey,

Thanks for posting here in the community. I'm sorry to hear your Google Nest Hub Max camera is showing as offline. Help's here! 

To better understand the situation. I'd like to ask a few questions:

• Have you successfully set up your Nest Hub Max before?
• Did you get an error message?
• How far is the router from the  Google Nest Hub Max?
• How did you perform the factory reset?
• What is the Google Home app version? 
  • On your Google Home app, tap Settings > Support > App info.

Keep me posted.

Best regards, 

Melany

[Rajaey]

Hi,

The hub was set up for years and worked fine, but recently tried to access the camera remotely and realised it wasn't working. The message on the nest app is " for me to make sure it's on and WiFi is connected". I turned the camera on and off with the manual switch, I disconnected and reconnected the internet. The router is about 10m away, other devices further away have internet and the hub connects to play my music, display photos from my album, the Google assistant works so no issue with the internet. I did a factory reset by pressing and holding the volume switch. Everything is working again as normal other than the camera?

My Google home app version is Version 3.19.1.3.

Any suggestions please?

[gmelanymelissa]

Hi @Rajaey,

Thanks for the follow-up information.

Try the steps here:

• Remove the Google Nest Hub Max: It will disconnect the device from members in the home in the Google Home app. Refer to this article: Remove the Nest Hub Max.
• Factory Reset: A factory reset will reset your Google Nest Hub Max to its default factory settings. Follow these steps to Factory reset the Nest Hub Max.
• Create a new home structure: To organize and manage your device in the Google Home app, you can create a home. Refer to this article: Create a home structure.
• Set up: The Google Home app will walk you through the steps to set up your device. Follow these steps to Set up the Nest Hub Max and its built-in Nest Cam on the new home structure.

Keep me posted.

Best regards, 

Melany