Nest Camera display is black - still have audio

[whatarookie]

So I've got a couple different 2nd gen hubs that are used to view the feeds from Nest Cameras (battery). The screen of the hub will be black and lit up, but I'll still hear audio. This happens when trying to view cameras that are operating on battery power and cameras that stay plugged in. I'm on the latest firmware, 11.2023036.3.112018. I've attempted factory resets, device reboots, wifi reboots, and nothing is yielding positive results. 

[Alex_S]

Hi whatarookie,
 

I know how it feels when something isn’t working the way it should. Let’s further look into it. When did you first notice this behavior? Can you stream the Nest Cameras (battery) in the Google Home app? Kindly share a video showing this issue (as an attachment or file link).

I’ll look forward to your response.

Regards,
Alex

[whatarookie]

It's at least been happening for the last 3-6 months. My wife tells me she's seen it happen longer than that (approx. 9 months). The cameras can be streamed in the Google Home app, but will frequently spend time freezing or loading. The link is a video of the hub going from a black screen, to the video feed, then back to a black screen.

https://drive.google.com/file/d/1z260cLa2H6Nf0IqvaC3ZbZwkIhFAL-uD/view?usp=sharing

[Alex_S]

Hi there,

Kindly share the file link publicly. Also, let’s try doing these steps:

• Change the DNS address on your router to 8.8.8.8 and 8.8.4.4
• Reboot your router, unplug it for 2 mins > Plug back in.
• Once the router has booted up, unplug one of your Google Nest Hub 2nd gens for a minute.
• Restart your Nest Cameras (battery) > Stream the camera.

Monitor its behavior for a few days, and let me know how it goes.

Thanks,
Alex

[whatarookie]

Apologies about the link. It's now shared correctly.

I've followed all of the steps and the issue stopped for about one day, but has started again. Multiple hub devices will go black sporadically while viewing the camera feed. 

It will also stop the feed entirely and display the screen below. Other times it won't do anything when I select any of the cameras from the hub. 

 

[Alex_S]

Hello whatarookie,
 

No worries! Thanks for sharing the video, and we appreciate all your efforts. We'd like to take a deeper look into this for you. Please fill out this form with all the needed information, and then let me know once you're done.

Best,
Alex

[whatarookie]

Form submitted

[Alex_S]

Hey there,

We got your form—thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there so the team can further assist you. If you have other questions or concerns aside from this, let me know.

Cheers,
Alex