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. 

[Frank1e]

Ive had the problem for 3 months  google dont seem to be bothering about a fix ?

[Maddie1]

My nest hub max has been constantly saying “nest cam monitoring off” then comes back on two seconds later. It does this every few minutes and has been happening for days. 
Anyone have a solution for this?

[Dan_A]

Hi Maddie1,

Sorry to hear about your experience with your Google Nest Hub Max, but thanks for reaching out. I'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 it when needed.

Please note that once done this thread will be locked.

Best,

Dan

[Maximoniom]

Which basically means "we have no fix, but here,  let me run you in circles so you think we are actually doing something."   Your products are become weak and tiresome, google.

[Maximoniom]

I found a link to resolution to problem

https://www.amazon.ca/introducing-echo-show-15-smart-display-with-alexa/dp/B08MQLDFF6/ref=asc_df_B08...

[Curlyq-sc]

Hahaha yess you got me good!

[tsukiakari]

I've got this same issue. It actually originally occurred intermittently for a month or two last fall. I tried everything you can think of to fix it and ultimately just wasted a ton of time. Eventually I gave up and chalked it up to the overall severe decline in Google software quality that has occurred over the past few years. Eventually it resolved with no action from me.

Now the issue has begun again as of several weeks ago. It occurs on both of my Nest Hub Max devices, and it's at the point where the cameras don't work at all while it constantly displays the message banners. All the other functionality seems to work normally.

It's unacceptable that Google can't fix a major defect in their software for "flagship" devices in a reasonable about of time, especially when it involves a service I'm paying for.

[Thegen]

So when are we going to see a refund for the months that recording has been unavailable? This is unacceptable and Google is taking money for a service they have not provided. I want a refund!

[Therobertbrooks]

I have the same issue starting a few weeks ago. Very unfortunate to find a thread as extensive as this and not have any concrete answers.  

All I've seen are Google employees asking redundant questions and making statements that add no value. 

Figure out your firmware? For what? 

Everyone know how to reset a device in 2023.. it doesn't fix it. 

It's clear Google isn't investing in this product line the way they should and they don't really care about the nest customer base and trying to keep it. 

[Frank1e]

The problem started with the february update and is still causing problems as im not very tech savvy im stuck with it or reinvest in alexa. At a great expense.

[KhanMohammad]

Having same issues for two + weeks now. I have tried unplugging for a while and plugging back in but the problem comes back. I have also tried resetting, however the issue still continues. 

Nest isn't recording anything and the camera is not working when trying to see it through the Google nest app. 

I can't believe Google hasn't come up with a fix for this yet. This just randomly started happening...clearly software related. 

[George1979]

Has anyone found a solution for this issue? Will Google update the firmware or replace the units?

[Thegen]

This is hopeless, no one is getting any answers. Where do we go next?

[George1979]

Class action? They are aware they have a fault. They have shown it with messages above. They have offered no permanent solution or show any intent to provide one. I say, let's create a list of all the people affected and ask them to replace our affected units. If they don't, we speak to a lawyer. Will take time, but it will be sorted. In the meantime, don't buy google. I'm fed up with big companies that think they can get away with these things.

[Thegen]

I have contacted Google support and there technical team is going to get back to me!

[Thegen]

Still waiting.

[Neil5]

Same issue here, been going on months. 

[FauxPalindrome]

+1

It's been happening for weeks on my Nest Hub Max as well, non-stop

[Neil5]

Edit: Fixed it for about 2 weeks then the issue came back. 

This fixed it for me, disclaimer I did it 5 mins ago..

We understand where you're coming from, but the best next step will be resetting your camera back to factory settings. You can follow these steps below:

1. Make sure the Nest Hub Max isn't in Privacy mode. For more information, go to [About] Google Nest Hub Max Camera Modes.
2. Reboot the Nest Hub Max.
3. Force close the Google Home app wait 5 seconds.
4. Reopen the Google Home app .
5. Tap the Nest Hub Max device card Settings > Remove device > Remove.
6. Factory reset the device attempt to set up the device again.

[tomiy1]

I’ve tried this… it works for a very short time and then reverts right back to the same issue. Sadly… 

[Neil5]

Ok, it's working so far for me, less than a hour. So I suggest, if this fails, contact Google via https://www.facebook.com/madebygoogle/

[tomiy1]

Already did that, gave them all the info they asked for… crickets now. I tried asking for updates and all they tell me now is “our engineers are looking into it”…. And it’s been a year now… seriously? 🙄

[Thegen]

I have tried this for both of my units and they both still have the same issue.

[Neil5]

It worked for about 2 weeks. Getting the issue again. Spoken to Google support who acknowledged it's a known issue and they are working on a fix. No ETA. 

[Danest]

Thanks for the update @Neil5  

This is a bit of a relief it's been confirmed and are working on it. (It wasn't clear from the admins if this was the case, from what I've seen)

[Fzub]

Our work around was to do the following in the google home app...YMMV
- Select the device with the issue
- Select the gear icon.
- Select Nest Cam
- Disable Home monitoring features
- Disable Home monitoring audio
- Wait a few seconds then enable Home monitoring features and Home monitoring audio
- Do the above steps again when it stops working again

- We needed to be on the same wifi network as the device with this issue, for the above steps to work

[Farmerjohn]

I have noticed the same. My wife is very concerned that she is being watched. We will both be on the couch with no phone nearby and the "nest cam being viewed" will show on our nest hub max. It feels like when we look at the camera it goes away fairly quickly. It truly feels like my privacy is being invaded. If this was simply a bug I feel it would be fixed by now. The real fear is that google's software is worked g perfectly and letting me know when the camera is being viewed like it's supposed to do. In that case somehow someone has access they are not supposed to have. Which is much much worse than a simple coding bug. 

[BigE_]

Something has changed in the past few days and seems like the issue is fixed. I didn't do any thing either.  Now my icon appears when I look at the device and I do not see that message anymore. Just in time too - my wife was so creepped out, we were about to disconnect all the Google cameras and switch to something else. You may want to restart your device and see if it is fixed on your end as well. 

[Euro]

To be honest, after I did my reboot yesterday, the max has been stable. Let's see after a couple of days.

[tomiy1]

what is stable? Are you able to monitor/view your nest max cam anytime now without issue? thanks

[BigE_]

For me, yes! All is back to normal.

[tomiy1]

ive tried this multiple times before, it comes back for a bit (few hours)... then goes back to the same issue. hope it works for ya though!

[Frank1e]

Ive got to reboot daily sometimes more than once.

[tomiy1]

Just tried a reboot... same thing... works for few minutes then back to not working. sigh....

[Euro]

Hehe. I tried to open a case and gone through the script.  Thought I would get somewhere. I got to a point where all the mentioned support items in this thread were mentioned and answered. However, waiting for support to supply the next steps, they ended the conversation because I wasn't responsive.  Haha. I was waiting for their response. Smh ..

[nathanpb]

I was having the exact same issue.  At first, it would resolve temporarily if I power cycled the Nest Hub.  But more recently, the notifications were constant and seemed to be worse when I was in front of the Hub (I am the only one in the household set up for facial recognition).  I checked the firmware, which was current.

Earlier last week, I factory reset (by holding both volume buttons simultaneously).  I re-set up the Hub through the Google Home app with the same name but this time I did not set up the facial recognition.  

It seems to be working fine now, about 10 days since the reset.  No more monitoring notifications.  So fingers crossed.  I'll re-post if the problem comes back.

[tomiy1]

Def keep us posted, thanks!

[Thegen]

No thanks to Google, I did this sequence.

1. Removed to device from my Google home devices list.

2. Reset the Home Hub by holding the up and down volume buttons.

3. Deleted the Nest app and reinstalled.

4. Set the Home Hub as a new device in my Google Home.

5. Assigned the Home Hub to the room that it is installed.

I did this for both of my devices and so far they are both working. I must note that I had resetboth Home Hubs previously and they both ended up with the issue returning within 12 hours. This time they have now been working for 3 days. Fingers crossed.

[BigE_]

Fingers crossed 🤞🏾 

[Ralphski]

I have the same issue and no help at all from google