My Google Hub keeps losing the connection to camera, the cameras are working but the display keeps G

[Rdianco]

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: Barb Battaglia 

Unplug and plug back in

[Rdianco]

Hello Barb Battaglia,

Thank you for your message. That is not great to hear that your Google Nest Hub keeps losing connection to the camera. I understand your concern and would be more than happy to help. First, I have some questions to have a better understanding of the situation:

• What type of Google Nest Hub do you have? (model name, generation number)
• Does your Google Nest Hub turn on and work normally besides this issue?
• Is the camera in regard to the built-in camera on the Google Nest Hub or is it a different physical camera?
• Is this a new issue? Were you able to use your camera before?
• If it's a physical camera, what brand/model is your smart camera?
• Have you attempted a reboot and Factory Data Reset on your device? Is there any improvement? 
  A factory reset will reset your Google Nest or Home speaker or display to its default factory settings. Note: This action will clear your data from the device and can't be undone.

I appreciate your patience and look forward to your response. Thanks.

- From Frances (Community Specialist)

[Rdianco]

Yes, I did factory reset. H1A model, Google cameras, starts streaming driveway and then all of a sudden goes back to time screen. Started a month and a half ago. Cameras and hub connections same WiFi, cameras work fine on my phone so they are not the problem..

- From Barb Battaglia (Original Poster)

[brnsdv]

Same issue here ... 1GB internet, Nest Wired Indoor cameras, Nest Hub Gen 2's ... display keeps camera feed for anywhere from minutes to a couple of hours and then loses the feed.  This is a Google issue, not a user issue.  I've worked in tech for 40+ years.  FIX THIS GOOGLE!

[Muddi]

Hey brnsdv,

Thanks for visiting the Community.

My apologies for the late response here. I know how challenging it can be when your Nest camera is not streaming longer that expected on your Google Nest Hub. A few questions: when did the issue start? How far is the Google Nest Hub from the router? What is the current firmware and operating system version of your Google Nest Hub?

Please note that wired Nest cameras should stream live video for up to 4 hours. If your Nest camera or doorbell is on battery power, it can only stream for up to 5 minutes. After 5 minutes, you need to reactivate the live stream in the app to continue with the stream. Google doesn't have any information about the stream duration for third-party cameras.

Looking forward to your response.

Cheers,

Muddi

[brnsdv]

The hub is 4 feet from the router with clear line of sight.

Hub device info shown in attached pic. Hub wifi connection shows full bars (as it should). Camera is a Nest Indoor Wired with device info shown in attached pic.

The camera shows for about 20-60 seconds and then the hub display goes black for about 30 seconds and then the camera shows again. The camera is about 12 feet from an ethernet connected high end ASUS AiMesh node (model: XT8) and the camera shows 5G connection with full bars. (Router is a model XT8 as well, so no compatibility issues.) If I try the same camera on a different hub I get similar results, but I have the issue with other Nest cameras too.

ALL of my non-Google products work flawlessly with the system. The only issues I have are with some of the Google cams (5G) and hubs. On some other hubs (same model) I get “Camera feed is not available” sometimes after anywhere from 10 minutes to a couple of hours.

I have 1 GB internet service here. I’ve checked each camera’s upload speed and the display’s speeds and they’re only using a small portion of what is available.

I have factory reset every single device and reconfigured from scratch. Problem remains the same.

 

 

 

[brnsdv]

Cast Firmware got cut off but is: 1.60.302700 

[Muddi]

Hey brnsdv,

Thanks for sharing those information. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Cheers,

Muddi

[Princesss]

Hey brnsdv,

Chiming in to check if you already filled out the form we sent? Let us know once done so we can check.

Best,

Princess

[Princesss]

Hey brnsdv,

We just want to check if you have seen the the last post. Feel free to respond to this, otherwise we will be locking the thread.

Best,

Princess

[brnsdv]

I have created another solution that doesn't rely on these google devices, so I won't be filling out any forms.  BTW, I already provided more information in this string that the form requests.  Kinda silly.

[Princesss]

Hi brnsdv,

I appreciate your honest feedback. You can also share these steps so others can also try the steps you did.

Let me know if you have additional questions regarding this, otherwise we'll be locking the thread.

Best,

Princess

[Princesss]

Hi brnsdv,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google speakers and we'd be glad to assist you further.

Best,

Princess