Nest Cam on Nest Hub max refuses to turn on for home monitoring

[Mari9er]

Nest Cam on Nest Hub max refuses to turn on for home monitoring despite making sure that my mobile device is connected to the same Wi-Fi and that the Turn Home monitoring features are set to on

[Azarco]

Hey Mari9er,

That certainly hasn't been easy for you — let's see what's going on.

Was it working before? Are you getting any message on the Google Home app or on your Google Nest Hub Max? Also, do you have another camera that is streaming? Please take note, when the Nest Hub Max displays a different camera on its screen, the device’s built-in camera becomes unavailable and the following error message appears on the display ""Nest Cam monitoring off".

If you're only streaming the built-in camera of your Nest Hub Max, try rebooting your display and router to refresh the connection. Resetting it might help too.

Let us know how it goes.

Best,

Alex

[Azarco]

Hello there,

We don't want to be a nudge, still need help with this? Let us know if the suggested steps above help.

Regards,

Alex

[Mari9er]

Hi Alex,

Apologies for the late response. There is no other camera streaming. I have already tried everything that you suggested, rebooting, resetting etc. and the end result is the same; it doesn't work. What is interesting though, is the fact that every time after I try to activate the "monitoring function", which inevitably fails, the device appears as "off line" in the google home app and then I have to start installing it from the beginning all over again...

Regards,

[Azarco]

Hi Mari9er,

Thanks for letting us know. 

If possible, could you try setting up your Nest Hub Max using a mobile hotspot? If the issue persists, can you provide us the cast firmware and fuchsia version of your display?

Keep us posted.

Best,
Alex

[Mari9er]

Hi Alex,

The issue hasn't been resolved...

The System firmware version is: 9.20221010.3.176

the cast firmware is: 1.67.330920

and the software version is: 50.26.12.493473605

Thanks,

George

[Princesss]

Hi Mari9er,

We appreciate all 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.

Best,

Princess

[Mari9er]

Hi Princess,

Thanks for reaching out. I've filled out the form you asked me to.

Regards,

George

[tamatel]

I am suffering exactly the same problem.  Looking forward to solutions.

[Princesss]

Hi everyone,

@Mari9er, thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

@tamatel, kindly fill out the form and let us know once you're done. 

Best,

Princess

[tamatel]

Thank you for your assistance. I'll fill the form for further assistance.

[Princesss]

Hey tamatel,

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess

[tamatel]

Thank you everyone,

I got a contact from The Google Nest Customer Care Team, and am being assisted for solution.
Let me share the problem details I faced, here on this thread as you and others may be also waiting for solutions.

***************************************
Situation: Google nest hub max bought new in December 2022.
Chrome cast ver.: 1.67.330920; Software: 50.26.12.493473605;
Fuchsia: 9.20221010.3.176;
Set up for the first time, and connected on Softbank Air 4G/5G. (in Japan)

(The device was set up at my elderly parent's home away from where I usually live.)

A home was somehow set and the device was working for a while, had been able to monitor from remote.
It even allowed G meet video conversation. But then after a short while remote monitoring became disruptive,
G meet connection was always confusing, taking more than a minute to show live view, or "error" after all.
Finally, the display became unlit. Microphone seemed working but response was only to tell an error in English.
I clear all and tried reset on site, but it didn't allow to complete the setup.
I even tried a new G account, and a new G home.
I brought the device back to my house, worked out to set up new several times; It still could not be completed.

*******UPDATE************************************

After I requested assistance on the Nest community, I kept trying to set up over and over.

After several try-and-fail, I was able to finish and the green LED on the Nest Hub Max turned on. I am reluctant to say "completed" or "successfully finished"; there was no video tour after setup.

It is hard to explain in detail or accurately, though, it is working only unstably and in poor condition.

From remote, I have to wait for long time to see the image captured through the camera.

Most of the time, I would be disappointed not connected at all, or connected only with very poor chunky image and unclear bursting noise.

I must note that the Wi-Fi network both sides are showing powerful 5G communicating. 
All google apps are updated to the latest version.

I also wonder if it could be an application failure on my Home (on Kyocera phone with Android 12)?

[Princesss]

Hi tamatel,

We're sorry for the inconvenience that this has caused you. I've seen that you have been assisted via email. I'll consider this post as complete and will lock the thread in 24 hours.
 

Best,

Princess