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Neat Cam Monitoring

Cvan
Community Member

Hi, I have over the last 36 hours been having issues with the nest cam monitoring on my Hub Max. I currently pay for the subscription for the 30 day video recording history.

Every minute or so, the display will show the notification "Nest Cam Monitoring Off" and then a few brief seconds later will show "Nest Cam Monitoring". The green camera light also turns off during this period.  I'm not sure it's internet-related as the monitoring should continue if it disconnects (and I'm pretty sure our wifi doesn't drop out every minute).  I am concerned that someone else has logged into my camera and is constantly viewing footage?…is this possible or is it just the unit malfunctioning?

Any help on this matter would be greatly appreciated. 

1 Recommended Answer

Muddi
Community Specialist
Community Specialist

Hey folks,

 

My apologies for the delays. We appreciate all your efforts in updating the thread with the issue. Please provide the current firmware and system version of your devices:

 

  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.

Also, it is best if you could send feedback on your device once you noticed the issue. Please say,"Hey Google, send feedback," followed by the keywords: "GHT3 Nest Cam Monitoring." This will help the team to further investigate the issue.

 

Let us know once done.

 

Cheers,

Muddi

View Recommended Answer in original post

304 REPLIES 304

Dawrench
Community Member

Issue with nest cam monitoring turning on and off on the display as if someone is viewing the camera.

Sorry @RachelGomez123 but your tip is a clear generic copy-pasted response which will not help. If you take a look at the above responses you'll see it's a software issue. Restarting the wifi will (and does) not help. Thanks though for attempting to help

Muddi
Community Specialist
Community Specialist

Hey Dawrench,

 

Thanks for reaching out. We're sorry to hear that you're experiencing this issue. A few questions: when did you notice this? Are there any other people connected to your WiFi network?


Kindly check if there are others who can access your WiFi network, much better if you will reboot your network and change its WiFi password.  After that, let's check if you will still experience the same thing. Also, make sure that no one know the password on your Nest app.

 

@MplsCustomer  and @RachelGomez123 : Thanks for your help here.

 

Cheers,

Muddi
 

Muddi
Community Specialist
Community Specialist

Hi Dawrench,

 

How's it going with your Nest Hub Max? Let us know by updating this thread and the Community will be happy to lend a hand.

 

Cheers,

Muddi

Muddi
Community Specialist
Community Specialist

Hi Dawrench,,

 

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.
 

Cheers,

Muddi

Fifoni
Community Member

After all these same posts about the issue, this is the answer that you giving us??? Can you please give us a proper update and solution for this issue please? It’s been going on for over a year and we need answers now!!

AS93
Community Member

I am having this same issue. Is there a way you can see which devices have logged in to view your cameras? Has anyone from Nest been of any help to this? 

Dawrench
Community Member

So it was determined no one was physically viewing the camera and can be confirmed by the led status. A power cycle of the device stopped the notifications. I'm having this issue on two hub max and has happened on more than one occasion. 

Princesss
Community Specialist
Community Specialist

Hi everyone,

 

Thanks for visiting the Community.

 

We're sorry about this experience. Here's the main thread that you can follow regarding this topic.
 

Best,

Princess

Welderchick
Community Member

I'm have the same issue, with no way of fixing the issues according to this thread. Only way I can get it to stop for a couple days if to unplug the unit for a minute and plug it back in. Then it will come back. Has anyone else figured it out yet? I called Google to get it fix and they were not helpful in anyway. My unit is less than a year old!! 

Have you done a factory reset as posted in the thread?

Welderchick
Community Member

Yes I have. Issue still come back after a few days.

Jsedwards1026
Community Member

We are also having a “cam is being monitored” notification on our screen randomly. The weird part is I was at work and my wife thought I might be checking the camera from my phone so she acknowledged it and talked to who she thought was me and the monitoring immediately turned off. It freaked her out because now she’s afraid someone else was watching and she caught them so they disconnected 

"Monitoring" and "viewing" are different. Monitoring is that the device is observing the surroundings with the parameters you have set and will record as instructed to the cloud. Viewing is just that, someone is actually watching through the camera. 

Most likely she was not being viewed. The message turns on and off and she probably just timed it right that it turned off as she was talking.

Thank you for that explanation! That makes us feel a lot better. So now it sounds more like a technical issue that can be fixed rather than a security issue.

Jcosm075
Community Member

Hi, I have over the last 36 hours been having issues with the nest cam monitoring on my Hub Max (I have 2 of them and this error is showing up on both of them). I currently pay for the subscription for the 30 day video recording history. We have had this service for a long time and it just started today.

Every minute or so, the display will show the notification "Nest Cam Monitoring Off" and then a few brief seconds later will show "Nest Cam Monitoring". It does this constantly and is very annoying and I can constantly see these notifications pop up. I have rebooted both devices and this has not worked.

Please help me with some ideas to fix this.

I am having the same issue except now neither of the cameras (I also have two) work with the nest monitoring - the nest app just says the cameras are off (they are not - work fine with Google Meet/Duo). 

So now it's even worse. I did a factory reset on one of the terminals. Deleted all history etc. While the hub max is still working, the camera doesn't work at all. Any advise from anyone?

Juni
Community Specialist
Community Specialist

Hi folks,

 

Thanks for posting here in the Google Nest Community.

 

@Jcosm075, This is not the experience that we wanted you to have, let me help you out. Did you delete your Nest Hub Max in the Google Home app before you did the factory reset? What message are you getting when you attempt to set up the camera again? 

 

@GeekGirl, did you perform a factory reset too? Did you try to swipe down from the bottom and tap the camera icon to enable the camera?
 

You both can check the steps below on how to properly remove and reset Google Nest Hub Max in the Google Home app.

 

Before the reset, do the steps below.

  1. Save important footage from the device’s video history.  
  2. Make sure the device is plugged into a power source that’s tested and functional.
  3. Remove the device from the Google Home app.
    • Open the Google Home app .
    • Tap and hold the device's tile.
  4. Tap Settings and then  Remove device and then Remove.

Reset the device.

  1. At the back of the device, press and hold (long press) both volume buttons for about 10 seconds.
  2. The Google Assistant plays a sound to confirm that the factory reset started.

Let me know how it goes.

 

Regards,

Juni

Jcosm075
Community Member

Hi Juni,

Thank you for responding.

I had deleted the camera from the nest app the first time, however I just redid all the steps just to make sure I 100% did it correctly.

There are no notifications. I went through the setup and added the nest max to home and furthermore setup the camera separately in the second steps setup.

When I try to look at the camera on the app, it just says connecting in the home app and never connects. In the nest app it shows a blurry screen and the loading blue circle. Hopefully, you know what I mean.

Eventually it gives up and just says the camera is offline.

Princesss
Community Specialist
Community Specialist

Hi there,

 

Chiming in-- have ypu had the chance to fill out the form? Let us know, otherwise we'll be locking the thread shortly.

 

Best,

Princess

I just submitted it, thought I had already done it. Sorry about that.

Princesss
Community Specialist
Community Specialist

Hi Jcosm075,

 

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess

Thank you!

Princesss
Community Specialist
Community Specialist

Hi Jcosm075,

 

You're welcome! We'll keep this thread open until you are assisted via email.

 

Best,

Princess

Muddi
Community Specialist
Community Specialist

Hey folks,

 

We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed.

 

It is best if you could send feedback on your device once you noticed the issue. Please say,"Hey Google, send feedback," followed by the keywords: "GHT3 Nest Cam Monitoring." This will help the team to further investigate the issue.

 

Cheers,

Muddi

Danest
Community Member

I have the same issue, going to monitor the thread to see what the solution is.

 

Issue also reported here https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Neat-Cam-Monitoring/m-p/320851/highligh...

FYI @Cvan 

Muddi
Community Specialist
Community Specialist

Hey folks,

 

We appreciate your efforts. 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

Juni
Community Specialist
Community Specialist

Hi there,

 

We haven’t received your form. Kindly fill it out so we can continue with the next step. 
 

Thanks,

Juni

Jon7
Community Member

I have a similar issue where my nest display camera goes between "nest cam monitoring" and "nest cam monitoring off" over and over as I cast a game to it, listen to music, or have a timer up. I assume it's doing this over and over when I'm not near the device. Would love a solution. Makes me think someone has access to my feed when it pops up nest cam monitoring.

Same here... On, off, on, off every 30 seconds.

Dan_A
Community Specialist
Community Specialist

Hi folks,

 

@Jcosm075, our team has already sent further troubleshooting instructions to your email. Let’s continue through that channel. 

 

@Jeffludy, apologies for the inconvenience but, have you already tried the steps provided above? If so, how was it?

 

@GeekGirl, @Danest, @Jon7, how were the steps provided? Are you still experiencing the same concern? If yes, please fill out the form provided above with the needed information and let us know once done.

 

Best,

Dan

Jeffludy
Community Member

Dan,

 

Thank you for your help. The only instructions I saw above was to reset the unit and start over. I have done that but it still gives me the same messages. Am I missing some other instructions?

Danest
Community Member

Hi @Dan_A 

Thanks however @Muddi is on the case and has escalated the issue

Thanks though

Kdun
Community Member

The “Nest Cam Monitoring” message  on my HubMax goes on and off repeatedly all day, even tho no one viewing. 

Is there a way to disable this message?

spider-jedi
Community Member

I am having the same issue. it just started a few days ago. its really unsettling. Changed passed but still happening. i dont know if there was a recent update that could have caused it, or worse someone is actually monitoring my home

Nobody is watching, it just means it's recording as it's supposed to be. If someone is watching, it shows the message Viewing in progress instead of monitoring.

Kdun
Community Member

Resolved by removing Hub from Google home, holding down volume button for 10 seconds to do factory reset on hub, then added hub back to Google Home and added camera back. 

Muddi
Community Specialist
Community Specialist

Hey folks,

 

We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed.

It is best if you could send feedback on your device once you noticed the issue. Please say,"Hey Google, send feedback," followed by the keywords: "GHT3 Nest Cam Monitoring." This will help the team to further investigate the issue.

 

@Kdun: It's nice to know that your issue has been resolved by resetting the device. In case you experience the same issue again, please follow the provided link above for updates.

 

Cheers,

Muddi