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. 

[Adepssimius]

When will we hear about nest aware credits due to a firmware update issued to our nest devices that rendered the subscription service that I have already paid for useless?

[Nest-user-67]

@LovelyM Can you please provide an update? Is this something that can be addressed with a hotfix, or will it need to wait for the release of a future version of the software or firmware? If so, what’s the lead time on those releases?

Please provide some level of expectation. 

[jnaught]

Joining this thread, as we are experiencing the same issue with our Nest Hub Max.

[Trudester]

Also having the same issue, removing and restoring did not work for me either, also when you are using the hub to look at the outside camera it shows a black screen then goes back to the live picture, it's very frustrating 

[TimmyTwo2]

I've been experiencing this for months (probably since the original post from December too). It's now March, does it really take 3 months to figure a bug in the code if it was working before just fine?

[tomiy1]

Yep, and it’s been mainly radio silence from Google about this. This is going on for way too long. What are our options here?

[Frank1e]

Dame as my problem very annoying.

[kkygeek]

Same issue here, been doing it for a few months now, unplugging the next will temporary fix the issue (a week or so). 

Fushia 9.20221010.3.176

Software 50.26.12.493473605

[Gruesome]

@Muddi This exact issue is proving to be quite the interference in the ability to use this product. Has any progress been made in determining what is occurring? Can users be assured of their privacy? Is a solution imminent? How many times is reporting an issue going to help with resolving this issue? Because it's occurring every 30 seconds or so?

Please advise. Plenty of folks awaiting a good answer. 

[LovelyM]

Hi everyone, 

Thanks for letting us know about this behavior. We've made the right folks know, and we'll share any updates on this thread. In the meantime, be sure to follow the steps to submit a feedback report that we shared earlier, and we'll continue to monitor comments here in the community.

Thanks,
Lovely

[tomiy1]

@LovelyM Can we at least get some confirmation that this is a bug that needs to be worked? Some context would be super helpful here many months later. Much appreciated! 

[Frank1e]

Yea got to be a bug ive tried everything.

[tomiy1]

@Frank1e A bug that has lasted many months... with no sign of remediation from Google... does that seem ok to you? this is outrageous.... 

[Kshoff16]

Doesn't seem like they know how to fix it. They probably layed off the people who did know how to fix bugs. Time to move to the competitors products.

[Frank1e]

Yes i agree ive been trying to get it working for 3 months now.

[Frank1e]

Wonder how many folk has this problem ?

I think its a wifi prob on the nest hub.

[Frank1e]

Managed to get built in nest cam working but wifi dropping in and out still occuring.

[JoshL]

I wanted chime in because I am having the same issue. I have factory reset several times now. I had a solid 4 months of no issues but yesterday I replaced a gen 1 dropcam with the latest and then the "Nest Camera Monitoring On" and off started again. 

I have been reporting it through the send feedback feature on the hub max.

Hopefully this gets fixed soon. 

[JoshL]

By no means a solution but more of an update.  I ultimately did the "Hey Google, send feedback," followed by the keywords: "GHT3 Nest Cam Monitoring.", whenever I saw the notification banner on my hub.   After 3 feedbacks were sent the notifications/green light stopped for the last 48ish hours.  

[JoshL]

2-week update - The banner for monitoring is behaving correctly - not monitoring randomly.  No other errors so far.  

[tomiy1]

Must be a one off, in the same place here… it’s always off for me (for 8-10 months now)

[JoshL]

Well, today it happened again.  Had almost 3 weeks of it working fine.  Is there really no fix for this yet?  

[Tōn]

I had the same issue. It seems as of the most recent update. What worked for me was disabling the auto ambient light theme

[Frank1e]

Changed setting but still getting the problem? I dont understand why google is not fixing this bug ive been tryi.g for over 2 months.

[Trudester]

So last week I got fed up with it restored the hub to factory settings, unplugged it, deleted my Google home account, created a new one and re added all of my smart devices, including the hub. This too me about 4 hours to do, but so far so good, the hub hasn't disconnected and is behaving very well, I'm not saying this is a complete fix, only time will tell, but it may be worth a try for all the others that are being driven bonkers by this glitch and lack of Google support 

[MplsCustomer]

@Trudester 

There are several other ongoing threads in this forum that seem to indicate Google Nest may have a bug that is messing up a customer's Google Nest "home/structure". Several customers have been able to resolve issues by either:

A) Removing all of their Google Nest devices from their Google Nest "home/structure" so that the "home/structure" is empty, doing a factory reset of everything, and reinstalling everything in the same Google Nest "home/structure".

B) Removing all of their Google Nest devices from their Google Nest "home/structure", doing a factory reset of everything, and reinstalling everything in a new Google Nest "home/structure".

On some of these threads, Google Nest Support seems to acknowledge that the customer's Google Nest "home/structure" has somehow gotten messed up or "corrupted", but Google Nest is either unable or unwilling to fix it.

[Trudester]

That's exactly what I did (see my comment above) and it's worked so far, took my hours to do, having to get the codes off the outdoor cameras was a bit of a task, but so far it's working fine, whether it will last who knows but for now all is well 

[Seeshelby]

Have the same problem just sent feedback 

Fuchsia Version 10.20221207.2.109

Software Version 51.0.24.513632888

Chromecast firmware version 1.68.353511

[Trudester]

PROBLEM FIX!

I deleted the home account, restored the Hub to factory settings, set up a new home account and reconnected the cameras and hubs back on.  So far I have been using this for 2 weeks now and so far so good.  

I know it's a pain to do but if, like me, you were fed up with waiting for Google to fix it, and paying for a service you are not receiving then give this a try 

[tomiy1]

Not about to reinstall all my cameras and redo my entire Google Home setup... I also dont have easy access to some of my cameras.  Google should be able to make a fix to the Nest Hub Max nest monitoring without all that... 

[Trudester]

I didn't either, I had to get the ladder out to get the codes off the cameras, like it said it's very time consuming but it did work and I  agree that Google should be fixing it not us! 

[tomiy1]

Im trying to understand the logic on why JUST the hub max has an issue with monitoring and none of my other 6 cams, 2 locks, protect, t-stats... etc

[Trudester]

So 2 months down and it is still working fine, don't get me wrong I don't expect this to work for everyone and it is a pain to do  but it did work for me 

[MplsCustomer]

Maybe, given the various other recent issues in this forum that have also been resolved by either emptying out one's Google Nest "home/structure" and reinstalling everything or by reinstalling everything in a new Google Nest "home/structure", Google Nest's system is corrupting some customers' Google Nest "home/structure" in recent months.

[tomiy1]

Speaking for myself, my issue only lies with my Nest Hub Max Nest Cam Monitoring which is never on. If I hard reboot the device itll change between on/off for a few hours (cam still viewable), and then the green light will completely go off until another hard reboot. So my issue is hyper focused on my hub max cam. 

[Trudester]

I had the exact same problem, and only that problem. It is a long fix but it did work for me 

[tomiy1]

Wish it were that easy for me to redo it all... 

[dwright924]

I have had the problem on my Hub Max as well.  Exactly like everyone else on the thread.  I reset my device multiple time and it would work for a few days and then go back to the same issue, receive the notice that the nest cam monitoring is off and then back on.  I checked the app and was unable to connect to the cam and there was often no saved video or recording around the times of the error.  Eventually, the camera, app, hardware, or software refused to link all together.  it refused to record video and wouldn't allow you to view through the camer despite the light being illuminated.  I performed a few more factory resets and eventually that didn't even work.  I have had my Nest Hub for a long time 2 plus years.  So we purchased a new HubMax and installed it.  The device worked without issue until today 5-2-2023.  Even at some point today it began displaying the issue.  On the Brand New Hub Max. that I've had for less than 2 months.  My opinion is that this is a firmware, software o GOOGLE nest network issue due to the number of identical issues.  A hardware issue could also be a culprit.  But most likely has something to with the Monitoring Software or how it is Routing through the firmware probably link to Nests learning and improvement programs. 

I have reviewed the "community helpers" suggestions and links and I don't see how anything that has been offered by them constitutes aide or feedback.  I have checked my OS as well and it is Fuchsia.  But that doesn't mean anything in context to the statement.  The community advisor left out the remained of the thought without completing their statement or direction. 

[Frank1e]

I have done almost the same as you and agree its a nest monitoring problem. I took my original hub max back to shop and had it replaced under guarantee and problem persists.

[Tatts584]

I have 2 Max's. One I bought as soon as it was released in the UK and the other is newer. Neither had this issue until recently and now it's constant. I contacted Google and was advised to reset and it only fixed it for a week! It's driving me insane i want a refund for my devices!!