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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

There does not seem to be a resolution.

 

MartinoRS
Community Member

I'm sorry but how does this help our issue? When searching a resolve to this rubbish problem everyone seems to have with Google Hub Max, all I find is this....to find what firmware we have?? Really? Where's the solution to this problem?

KSell
Community Member

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
Community Member

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
Community Member

Done done done

Thegen
Community Member

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
Community Member

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 

I done that but problem came back ?

So, I've had the same issue as the rest of the folks. But what I've noticed, is that if I view my other cameras on the hub max, it starts to do that "camera monitoring on, camera monitoring off" after the fact. Then the only way to get that on and off issue resolved is to reset the hub and re add it to the home app and nest app. 

 

I refuse to remove all of my devices and go through a day long process of adding everything back into my account. It sucks to set up 3 cameras, 4 chromecasts, a hub max and my mesh system, garage door opener, and my stove.

Changed my wifi name and password last year, what a pita. 

Just gone through the reset proceedure again. Lets see if I get an hour, day or week out of it this time!

I did that too. You'll be back lol

Thegen
Community Member

Tried that, problem came back after a couple of weeks.

dwright924
Community Member

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
Community Member

@Muddi did you guys get laid off?

 

How about a follow up

sab001
Community Member

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.


Thegen
Community Member

Why shouldn't we threaten legal action. I have approached the Dept. Of Fair Trading and they are going to look into the issue.

 

BigE_
Community Member

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? 

trut
Community Member

Ping. Can we get an update? This thread has multiple answers, none of which definitively solve the problem:

- submit feedback

- reset to factory settings (opposing views say this is a temp fix)

- re-add devices (also temp fix apparently)

I'll suggest an added related problem: most times I cannot reach this device through my Home app since this started happening - only spinning progress indicator.

What else can we do to set expectations here?

 

Thegen
Community Member

Well this provlem has returned once again. I factory reset bith devices, removed them from my network, re-installed them and everything worked perfectly for a couple of weeks. I am now back to the same problem and Google doesn't give a **bleep**.

Whittin3
Community Member

This has been happening to my nest hub max. What are the resolution steps? 

Neil5
Community Member

There isn't one yet. There's a temp fix that lasts 2 or 3 weeks. 

Whittin3
Community Member

What is the temp fix? 

This is what I did, not saying it will work for everyone and it is time consuming but after 2 months it's still working 

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.

@Trudester 

Some customers have resorted to reinstalling all of their Google Nest devices on a new Google Nest "home/structure" to solve other issues. It's as if there's some defect on Google Nest's servers that is corrupting some customers' Google Nest "homes/structures".

Frank1e
Community Member

Delete from home and app then reinstall. If that fails create a new home and add to it.

Frank1e
Community Member

Then back to square one not good enough google should be taking steps to sort this.

Frank1e
Community Member

Unfortunately there is no fix google are not doing anything to help its been 5 months for me and still no fix.

Frank1e
Community Member

I had it working now we are on holiday in Spain and its packed in again not much good for security. Think google should either get a fix or give us our cash back.

I agree. I was on Vaca in Mexico when this camera was not connecting. My other outside Cams were working fine. I do wish Google would patch the issue or offer some sort of trade in option. 

Gruesome
Community Member

Still doesn't work. How come none of us can get a single response as to what is going on. If the thing wasn't so **bleep** expensive I would have smashed it into a million pieces by now. I hate paying for a device and a service that won't work as intended. 

Danest
Community Member

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  

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

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

Whittin3
Community Member

This is exactly what I see as well

peter03
Community Member

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
Community Member

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?

Princesss
Community Specialist
Community Specialist

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

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.

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