Hubs not connecting to nest cams

[Pelicans]

We have a wired Google Nest camera that we use in our baby's room as her monitor. We have 2 Google Hubs and 1 Google Hub Max which we use to view the live stream. More often than not at the moment though the Hubs and Hub Max just will not connect to the camera, they either show a black screen or say it cannot connect. Often when it does eventually connect, it will then randomly disconnect a few minutes later and go back to the scrolling photos as the screensaver. The camera is working fine as we can view it perfectly in the Google Home app on our phones. This issue is rendering the Google Hubs useless for us. We have reset everything multiple times, and tried every version of "switch it off and back on again" we can think of. Any other ideas we could try?

[jjordan3806]

I wish we could all add our complaints to a single thread. I'm having the same issue, can view the camera on my phone just fine but not with a Nest Hub on the same local network...

[Princesss]

Hello folks,

We're sorry to hear about this experience. If resetting is already done and the issue is still happening, could you please provide the cast firmware version of your Google Nest speakers?

Check the firmware version of your speaker or display

To check which firmware version you're on, follow these steps:

1. Open the Google Home app .
2. Tap and hold your device's tile.
3. Tap Settings Device information.
4. Under "Technical information," check for Cast firmware: "X.XXX.XXXXX." If the device is on Fuchsia, check for System firmware version: "X.XXXXXXXX.X.XXXXXXX".

Check the version on your Nest display

1.  Swipe up from the bottom of the display screen.
2. Tap Settings About device. You should find your "Cast firmware version."
   • For Nest Hub (1st gen) and Nest Hub Max: If “Fuchsia Version” is also listed, this means your device runs Fuchsia.

Looking forward to your response.

Best,

Princess

[Pelicans]

Hi,

Our hubs and hubmax all have cast firmware 3.71.387262.

Fuschia version: 14.20230831.4.72

Now even when the hubs are connecting to the camera, it intermittently flickers between the camera and a black screen, showing both about 50% of the time.

Thanks,

Helen

[Juni]

Hi Pelicans,

Thanks for the additional info you've shared. We'd be happy to take a look into this for you. Please fill out this Contact Us form with all the needed information, then let me know once done.

Regards,

Juni

[Juni]

Hey there,
 

Hello again, we haven’t seen your form submission come through. Were you able to access it alright? Let us know if you’re running into trouble or still need our help!

Best,

Juni

[Pelicans]

Hi Juni,

I've just submitted the form.

Thanks, Helen

[Dyb]

I am having this exact issue. It makes all of my hubs totally useless.

[PIIWizard]

have the same issue.  Have 3 hubs, 2 are 2nd gen hubs, one is nest hub max.  Have 4 cameras. On the hubs, when you select Home control, all it shows is "Rooms" whereas before it showed cameras and rooms. When you select Rooms it comes up with a blank screen.  Have factory reset the Hub Max, deleted the device, and attempted to re-install. It goes thru all of the procedures, selects the correct wifi net, at that point it says "Unable to connect".  I am using a Google wifi network also.  Problem was first identified this morning.

[PIIWizard]

Forgot to mention:  all is OK on the Home app using an Android phone.

[Dyb]

No idea if it's going to stick, but I did a factory reset on my hub Max and then I had to unplug it for 60 seconds and plug it back in to get it to connect

[PIIWizard]

Not sure if that will work as the situation is on all three of my hubs.  I did do a factory reset on one (the Hub Max) and left it unplugged for only 10 sekonds and the problem remains.  Does 60 seconds really make a difference?

[PIIWizard]

Tried the 60 second reset...did not work.  Have found the same problem listed in other strings.  One from a techie recommending deleting and reinstalling the entire process, devices,locations and even the app and starting completely over.  The following was my response and was also reflected by other members:

Have the same problem here. Deleting everything and starting over is NOT an option.  Google has done something to screw this up and needs to fix it.  This same problem is now listed in other sub-forums in one form or another, such as Nest Hub, Nest Hub Max, cameras, etc., and it appears that Google is not doing anything.  If they are, at least they could respond with a "Hang tight.  We are aware and are working it."  Maybe even be a bit pro-active and send it out on their news network or as a 1 over a million email to the  nest aware subscribers.

[Dyb]

For sure. Maybe it's time to finally make that move over to home assistant for my camera needs. 

[Dyb]

Well it worked for about 6 hours, then it quit working again.

I am 100% broken again

[Pelicans]

We've ended up buying a Samsung tablet to use instead of the Hubs, as the Hub I was using to view the camera overnight almost went out the window in frustration. Whatever the change is that has happened, it's rendered our hubs useless for the purpose we bought them for. I just can't comprehend how Google can have such major issues with connectivity between their own devices and seemingly doing nothing about it. I utterly resent having to spend more money to make the system work, but at least with the Samsung tab I can reliably view the camera livestream without any issues. 

[PIIWizard]

Just completed the "after posting" survey.  Thought it was funny, one of the questions asked "what are you going to do next". And, one of the optional answers was "Call Google".  That would be great if one could find a VALID phone number for them!

[Juni]

Hi folks,

Pelicans, we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Please check your inbox, as they may reach out to you via email anytime soon.

Dyb and PIIWizard, thanks for posting. Thanks for trying to fix the concern by doing that troubleshooting. Since the steps didn't work on your end, we'd be happy to take a look into this for you. Please fill out the form posted in this thread with all the needed information, then let me know once done.

Regards,

Juni

[PIIWizard]

Form submitted.

[Juni]

Hey there,

PIIWizard, we got your form—tthanks for filling it out. Our team will reach out to you via email to further assist you. Please check your inbox, as they may reach out to you via email anytime soon. 

Dyb, we haven’t seen your form submission come through. Were you able to access it okay? Let us know if you’re running into trouble or still need our help!

Thanks,

Juni

[PIIWizard]

Have been working with Google Nest people and they have recommended (for the 2nd time) reboot, reset and reinstall which has not worked yet.  Also they offered to replace the Hub Max which did not work for another person.  Below is my latest conversation with Google:

Sergio,

Do you read Google Nest Community?

Replacement was already done with another person and it did not work.  Replacement had the same problem.

Spend some time in the community, it is clear that the problem is now localized to Germany and that the problem started on the same date for everyone.

What ever the problem is  (suspected is some sort of update) initiated by Google and is not caused by the equipment in the field.

Getting frustrated,

John

Von:Google Home
Gesendet: Dienstag, 5. März 2024 12:18
An:
Betreff: Re: AW: AW: AW: AW: AW: AW: [0-6090000036374] Your Google Support Inquiry

Hello John, 

Thanks for reaching out to the Google Nest Customer Care Team.

 Because I can offered you a replacement but we need to check it, please send me the serial number of your device. 

For your reference your case number is 0-6090000036374. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.

Have a new question? There are lots of ways to get back in touch with us below.

Thank you,

Sergio

[Pelicans]

How frustrating! I will say though, I'm in the UK, so it can't be localised to Germany. I think we had the problem slightly earlier though, so maybe different roll out dates for different regions.

At least you've been contacted by them though. I'm still waiting to hear anything.

[PIIWizard]

Thru the Google Nest help.  Eventually you will get an option to Call, wait for call bac, or chat.  Chat is useless.  Do the call back.  My experience is a call back in 1 or two minutes.  Try and have all the work order numbers on hand.  Mine is 0-6090000036374.  This may save some time as they always start over from the very beginning.  (it is clear tat google employees avoid talking to each other lol)

[PIIWizard]

All systems are functioning as of 12:25 MEZ 6 Mar 24.  They updated Fuchsia to version Fuchsia 16.20231130.3.59