Neat Cam Monitoring

[Cvan]

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. 

[KSell]

Has there been an actual resolution to this long overdue issue?  All I've been able to locate are constant redirects from thread to thread, reboot suggestions, and your "send feedback" response.  I'm replying to your response from 01/09 on 05/13 from an issue that spawned well before this response from you and still can't seem to locate a true resolution.  Any suggestions here??

Fuchsia Version - 10.20221207.2.109

Software version - 51.0.24.513642888

Chromecast firmware version - 1.68.353511

[Starbuck]

Same issue as this thread. Factory reset, power cycling, and changing network and google passwords to never been used before passwords don't resolve the issue.

As a fellow firmware engineer with over 18 years of experience, I know Google has all the information they need to resolve this issue in a timely manner.  I've had a Google Nest smart home for over 7 years now (right after Google acquired Dropcam & Nest Labs).  I have 3 kids under 9 and I've had to reassure them and my wife almost every week for a year now that this is a firmware issue that Google will eventually fix with an update (since it's obvious that a firmware update caused this issue because it didn't have this issue when I first purchased the device).

Given the longevity of this issue and the article below, I don't think Google will ever fix this issue:

https://www.theverge.com/2023/4/7/23673165/google-nest-dropcam-nest-secure-eol

My advice, don't buy any more smart home devices until 6 months to 1 year AFTER the CSA (maintainer of the Matter Smart Home Standard) has defined support for the device category you are shopping for (search for the word cameras in the following link):
https://www.theverge.com/23568091/matter-compatible-devices-accessories-apple-amazon-google-samsung

[sab001]

Done done done

[Thegen]

I am interested in knowing when Google will refund the monitoring fee that we have all been paying for months while this issue has been present? We are paying for a service that we are not getting, this is looking like a group action to get a refund for false advertising!!!

[Trudester]

I have I believe fixed this for myself, tried to report but nothing happened!

I restored the hub to factory setting, deleted my home account and set a new one up. I then readded all of my devices (including the cameras which are a pain as the code is on the back of them) and then readded the hub max.

This was 4 weeks ago now as so far I've not had this problem again. 

I realise this is pain staking but for anybody that also has this problem it might just be a solution 

[Frank1e]

I done that but problem came back ?

[Maximoniom]

I did that too. You'll be back lol

[dwright924]

I have followed you suggestions and instructions.  I sent multiple feedbacks everytime it happened.  I provided the version of Fuchsia as well.  This advice and instruction has not addressed the issue and biside the many comments on the thread there has been no direct feedback or acknoldegment from Google, Nest, Admin, or any person entity or specialist regarding this issue.  Including the feedback that you have provided is parroted information that has been espouced within the thread dating back to the origination of the thread.  Can you provide a issue ticket number, cause number, JIRA trouble ticket or any proof that Google/nest/ or anyone responsible for tracking, monitoring or fixing these issue has been informed or created. 

[Maximoniom]

@Muddi did you guys get laid off?

How about a follow up

[sab001]

Don't threaten legal action if you don't intend to involve an attorney. Should this turn into a class-action suit/settlement, the courts will reach out to those paying the monthly fee to Google.

I'd rather that Google just fix it and fix it soon.

[BigE_]

This problem seems to only happen when the camera is trying to recognize the person looking at the device. Normally my icon would appear on the upper right-side of the nest display but now this message appears instead. I have factory-reset, unplugged and rebooted numerous times and nothing seems to work. Is there a fix for this issue coming? 

[Danest]

I finally managed to capture a picture of the bug, the notification disappears very quickly

https://photos.app.goo.gl/kSqkNk1v7BGNrWRo9 

https://photos.app.goo.gl/mTAdQbcGCwuWHhgM8  

[Firestalker]

Same message I had. Perform a factory reset and it should fix the issue.

[M-E_Elliots]

We are having the same issues!!! We thought we were hacked, changed passwords etc but no, still having issues 

[peter03]

Rebooting my Nest Hub Max seems to have, at least temporarily, solved the problem.  In the Google Home app  on your phone select the device, click on the gear icon on the upper right, click on the three dots on the upper right and then select ""Reboot".  I imagine an old style restart (unplug the device, wait 10 seconds and then plug back in) would also work.

[Claap2010]

my nest home hub max is being monitored. “monitor in progress”, is on top of the display. The only two that should have access was not viewing it.  Why am I seeing this banner popping up on my display so much?

[MplsCustomer]

@Claap2010 

Other Google Nest customers have been reporting this recently, with no clear answer from Google Nest:

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-hub-max-monitoring-on-off/m-p/2577...

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Neat-Cam-Monitoring/m-p/320851

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Who-or-what-is-viewing-my-nest-hub-max-...

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-cam-being-viewed-by-whom/m-p/30053...

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Looking-at-camera-viewing-history/m-p/3...

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/nest-hub-max-camera-being-viewed/m-p/30...

[Princesss]

Hi everyone, 

Thanks for bringing this up. 

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

Best,

Princess

[Firestalker]

If someone was watching, it would say something like "viewing in progress". "Monitoring in progress" just means that the recording feature is active.

There seems to be some kind of glitch that may be due to a recent update that is causing the message. The only solution that Google had for me was to do a factory reset and re-setup the display. To perform the reset, hold down both the up and down volume keys together for 10 seconds, then release. Then you'll need to follow the instructions on the screen.

[CuriousClay]

I am very happy to find this thread, because this has been one of those things that has been bothered me for weeks and weeks.   Alhough I understood monitoring wasn't the same thing as being viewed still as many of you have stated my biggest concern was with somebody hacking the account or viewing my cameras.      One way I put my mind at ease was to view the camera on my phone while watching the dusplay  to see what would display on the screen and so though I realize many of you have said this exact thing I took a picture and attached it as a direct response for Claap2010's specific concern. As his was a direct parallel to what mine initially was... 

Link to photo below 

https://photos.app.goo.gl/gnYbVF8tPG5WVwny7 

[Dawrench]

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

[MplsCustomer]

Google Nest Support:

There are four other recent postings (below) where customers are reporting someone is watching on their Nest Hub Max. Are you investigating this?

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Looking-at-camera-viewing-history/m-p/3...

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/nest-hub-max-camera-being-viewed/m-p/30...

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Who-or-what-is-viewing-my-nest-hub-max-...

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Issue-with-nest-cam-monitoring-turning-...

[Danest]

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]

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]

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]

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]

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]

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]

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]

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]

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!! 

[Firestalker]

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

[Welderchick]

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

[Jsedwards1026]

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 

[Firestalker]

"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.

[Jsedwards1026]

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]

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.

[GeekGirl]

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). 

[Jcosm075]

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]

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  Remove device 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