I have a new Nest hub max wont show cam video on devoce or home app

[Twills7768]

We have a new nest hub max. It has connected to our home app but either on the hub or app the cam wont show. The hub screen under home control/ live video says its sorry the display isn't available right now. The switch on the back says mic and camera are on or off if used.

[kcruzgonzalez]

Hi Twills7768,

Thank you for posting in the community. I'm sorry that you're having troubles with the Nest Hub Max camera. I understand how frustrating this can be. I'm here to help.

 Before I begin, I need to ask a few questions for further assistance:

• Did the built-in Nest Cam work before?
• When did the issue start?
• Did you attempt to factory reset your Nest Hub Max after discovering the camera offline issue?
• What LED lights appear on the Nest Hub Max? 
• What’s the software version of the Google Home app?
• In the Google Home app, check if Home monitoring features are turned on. When enabled, does it turn off by itself? 

Please keep me posted. I'll look forward to your response.

Regards,

Kevin

[Twills7768]

Hi the hub is new. It has never shown the cam on screen since new.

There are no leads on. 

If I switch off the cam with the switch on the back the led goes orange and it says the mic and camera are off.

The home app says the camera is off line. In the setting its off. If I turn it on it will go off on its own again.

Home app V 3.27.1.6

[kcruzgonzalez]

Hi Twills7768,

Thank you for your response. Let's work together for a solution.

 For your concern, please try the below steps:

• Reboot the Nest Hub Max.

• Force close the Google Home app and wait 5 seconds. 

• Reopen the Google Home app.

• Tap the Nest Hub Max device card > Settings > Remove device > Remove.

• Factory reset the device > attempt to set up the device again.

• Try streaming the built-in Nest Cam.

Let me know how it goes and keep me posted.

Regards,

Kevin

[Twills7768]

Hi, I now have the green light on. I can view the cam on the nest hub device but the home app will not show it unless its actually currently showing on the hub. The app stays on connecting with the blue circle going round and round. Under more... i can turn the cam off, the green led goes out, and back on, green led comes back on but the app still won't display

[kcruzgonzalez]

Hi Twills7768,

Thank you for your response. I'm sorry to hear that the issue with the Google Home app persists. Let's work together for a solution.

 For your concern, please try the below steps:

1. Open the Google Home app.

2. Tap Favorites or Devices.

3. Tap and hold your device's tile > tap Settings or More > tap Settings > Recognition & sharing.

4. Turn on Send [device model] device usage and crash reports to Google. (Example: Send Google Home device usage and crash reports to Google.)
   Note: For iOS devices, turn on Send device usage and crash reports.

This allows engineering to check the device logs and better identify the issue. My team would like to know more about this behavior. When you get a chance, please fill out this form. Remember to include the link to this post. Let me know when you’re finished. From there, we'll contact you via email.

Let me know when you're finished. Your confirmation is crucial to ensuring that I can follow up on your case effectively.

Regards,

Kevin

[Twills7768]

Hi, thanks for the help. I tried the cam view on the home app again today and it now works, albeit it does take a while to display. Thank you for your help.

Regards

Sarah