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Nest Cam on Nest Hub Max - 'There was a problem communicating with Google'

kiwi_88
Community Member

Hi there

I have three outdoor Nest Cams and three Nest Hub Max's (which include built-in Nest Cams). I recently reset the three NHMs and then added them back to my home via the Google Home app.

 

After the reset, all three NHMs don't allow me to set up the Nest Cam functionality and I receive the errors 'There was a problem communicating with Google' and 'Try moving closer to your Nest Hub Max'.

 

I have tried moving the NHMs closer to my router, resetting my router, resetting my phone, resetting the NHMs again, reinstalling the Home app, reinstalling the Nest app and adding the NHMs to a new home in the Google Home app.

 

Does anyone have any ideas? All other features work with the faulty NHMs, just not the Nest Cam function.

Thanks in advance

Chris

16 REPLIES 16

Muddi
Community Specialist
Community Specialist

Hey kiwi_88,

 

Thanks for sharing details about the issue here. My apologies for the late response. I know how challenging it is when you're having issues setting up your Google Nest Hub Max devices. Let's try these steps below:

 

  1. Remove the device from the old Home.
    1. Open the Google Home app .
    2. Tap the device Settings Unlink or Remove device Unlink or Remove.
  2. Perform a factory reset on Nest Hub Max. To do this, hold the volume up and volume down buttons for 10 seconds.
  3. Remove any old Nest products that are no longer in use or online from the Nest or Home apps.
  4. Setup your devices one at a time.
  5. If you are setting up the devices in a home with a previous Nest Cam set up, make sure that the Nest Hub Max is on the same WiFi network and not far from the other device for setup.
  6. If the above steps fail, do the following steps below:
    1. Set up the Nest Hub Max's Nest Cam in a new Home in the Google Home app with a tap on the plus sign at the top left of the Google Home app and select Create new home.
    2. Remove old devices from the old Home first, before they are added to the new one.
    3. Move current devices to the new Home, then delete the old Home in the Google Home app.

Let us know how it goes.

 

Cheers,

Muddi

kiwi_88
Community Member

Hi Muddi

Thank you for the detailed response, I really appreciate it.

I  went through all the steps but unfortunately had no success.  I have three outdoor Nest Cams, do I need to completely reset these to get my Nest Hub Maxs working?

 

I'm not sure if this helps but here are all my details

Phone: Samsung Galaxy S22 - running Android 12
Google Home version: 2.56.1.11
 
Here are the credentials for the three Google Nest Home Hub Maxs:
 
Google Nest Home Hub Max 1
Serial number: 04300YCAB0H8Z9
System firmware version: 6.20211109.1.3166243
Cast firmware: 1.60.311339
 
Google Nest Home Hub Max 2
Serial number: 97100YCAB0HM49
System firmware version: 6.20211109.1.3166243
Cast firmware: 1.60.311339
 
Google Nest Home Hub Max 3
Serial number: 97100YCAB0HM75
System firmware version: 6.20211109.1.3166243
Cast firmware: 1.60.311339
 

Best regards

 

Chris

Muddi
Community Specialist
Community Specialist

Hey kiwi_88,

 

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

Muddi
Community Specialist
Community Specialist

Hey kiwi_88,

 

Do you have the chance to fill out the form?

 

Cheers,

Muddi

kiwi_88
Community Member

Hi Muddi

My apologies for the delay. I have now filled out the form.

Best regards

Chris

Jake
Community Specialist
Community Specialist

Hey kiwi_88,


I wanted to jump in, and ensure you are good to go. Please let me know if you are still having trouble, as I will be locking the thread in 24 hours due to inactivity.

Best regards,
Jake

kiwi_88
Community Member

Hi Jake

Muddi has been in contact and I have filled out a form. Yesterday the form was sent off to a team for review so I'd like to keep this thread open thank you 🙂

Best regards

Chris

Muddi
Community Specialist
Community Specialist

Hi kiwi_88,

 

I'll keep this thread open until someone from the team reached out to you via email.

 

Cheers,

Muddi

Muddi
Community Specialist
Community Specialist

Hey Itaub,

 

Thanks — we got your form and has sent it over to our team for review. Please check your inbox from time to time as someone will be reaching out to you. 
 

Cheers,

Muddi

Princesss
Community Specialist
Community Specialist

Hi kiwi_88,

 

Chiming in-- have you had the chance to fill out the form?

 

Best,

Princess

I have thank you Princess, just waiting on a response 🙂 

Princesss
Community Specialist
Community Specialist

Hi kiwi_88,

 

Thanks! We've received your form-- thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.

 

Best,

Princess

Muddi
Community Specialist
Community Specialist

Hey kiwi_88,

 

Thanks — we got your form and has sent it over to our team for review. Please check your inbox from time to time as someone will be reaching out to you. 
 

Cheers,

Muddi

ltaub
Community Member

Hi, I have exactly the same symptom as kiwi_88. I reset my NHM today and cannot set up the Nest Cam though it previously worked before resetting. I have tried all the troubleshooting steps mentioned here but also had no success. I have a variety of Google Hubs, Minis, and Nest cameras/doorbell.

Muddi
Community Specialist
Community Specialist

Hey ltaub,

 

Sorry to hear that. We'd be happy to take a look into this for you. Please fill out this form with all the needed information. This form is only meant for you to use, so let me know once you’re done.

 

Cheers,

Muddi

ltaub
Community Member

I have filled out the form. Thanks.