Nest Hub Green Screen While Streaming Nest Camera

[dan_]

My newly purchased Nest Hub repeatedly displays an all green screen while streaming the live feed of my Nest IQ camera. You'd think having two Nest products, they would work seamlessly together.

When the feed is working, it's constantly flickering and stuttering. If I go back to the Camera's tab, and click on the view again, it will start working temporarily. 

The feed works fine on my phone, even while the Hub is displaying a green screen.

The internet connection is fine as well, as my other devices are functioning without issue.

[Azarco]

Hey dan_,

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

Are your devices within 15-20 feet of your router? Could you try resetting your Google Nest Hub to its default settings? 

Thanks,

Alex

[dan_]

Thanks for your reply. The hub and router are in the same room, but not next to each other.  Resetting the hub to factory has not changed the behavior 

[Azarco]

Hi dan_,

Thanks for letting us know. Could you provide us the cast firmware and software version of your Nest Hub? Also, please fill out this form so that we can check this with our team.

Best,

Alex

[Azarco]

Hey there,

Have you had the chance to fill out the form? 

Thanks,

Alex

[dan_]

I have submitted the form.

The System Firmware is: 309385

The Cast Firmware is: 1.56.309385

[Azarco]

Hey folks,

dan_ We received your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

JB72, we didn't receive your form. Could you try filling it out again with your username so that we can easily track it? 

Cheers,

Alex

[Jake]

Hey JB72,

Thank you so much for filling out the form. Our Team will be in contact with you via email from here over the next 24 hours. Please be on the lookout for that and let me know if you have any questions from here.

Best regards,

Jake

[JB72]

I have the same problem on 2 new Nest hubs (Gen 2).  I also own a Gen 1 hub as well as a Max and neither have this issue.  I've factory reset, lowered camera quality, checked for updates. 

System firmware version: 309385

Cast firmware: 1.56.309385

I also own a Nest Hello.  I do not have a problem streaming that camera on any of my Hubs.

[Princesss]

Hi JB72,

Thanks for the additional info. Have you had the chance to fill out the form posted above?

Best,

Princess

[JB72]

Hi Princesss, I have submitted the form.

[dan_]

Also,

The screen will show 'LIVE', but the feed is actually frozen, which is a huge issue because if you are monitoring something with your Nest, you will miss events because the screen shows incorrect information, even though it shows it being live.

[Azarco]

Hey dan_,

Thanks for that additional information, I'll forward this to our team. Let us know if you have other concerns.

Best,

Alex

[Azarco]

Hey JB72,

We haven't heard from you in a while, were you able to fill out the form again? Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Regards,

Alex

[JB72]

Hi, I'm still having trouble.  I will fill out the form again soon

[JB72]

Form filled out again

[dan_]

Mine is also still having the same issue. I haven’t been able to narrow down a specific cause, it seems to be fairly random. 

Also the issue of the screen showing live, but the image being frozen is particularly troublesome. It gives you a false sense of security when the image is not actually showing what’s going on. 

[Princesss]

Hi everyone,

@JB72, thanks for filling out the form. Please keep an eye on your inbox as someone will get back in touch with you soon. 

@dan_, let us know once you're done with the form so we can check.

Best,

Princess

[dan_]

I’ve already filled out the form. No one has reached out or anything 

[Princesss]

Hi dan_,

Sorry about the delay. I'll make sure to notify our higher support about this and will keep the thread open until you are assisted.

Best,

Princess

[dan_]

Thanks for your help.

It's quite frustrating to have hundreds of dollars invested into the Google ecosystem, having multiple cameras and displays, Google cloud storage, and more. One would expect devices owned by the same company to work seamlessly together, however this is far from the case.

I've attached a picture of my Nest Hub showing an error that my camera stream could not be displayed. I continue to have green screen issues. I can 100% not trust using the displays to stream any of my Nest cameras, because either the stream doesn't work, or it shows as a live stream, when actually the image is a still frozen image from who knows when. There is no consistent behavior, and the stream shows live on my phone(though the phone app is not without it's issues either).

The picture below shows one example, where the Hub won't show my stream, but the stream is working fine on my phone. The left is my phone with the live stream, and the right is the Hub. Photo was taken with another device.

[Muddi]

Hi dan_,

We apologize for the delays. This has been coordinated with the team for further investigation. Please check you email from time to time as someone will get in touch with you via email.

Cheers,

Muddi

[dan_]

As an update, a replacement Nest did nothing. The new unit exhibits the same behavior as the original. One thing I did notice, the camera's on the main Camera screen did not have the warning triangle initially. However, the green screen still showed up, and the warning triangles are also back.

This, with also others having the same issue, seems like a software issue.

Please advise next steps.

Thank you

[Muddi]

Hey dan_,

Thanks for the update, and sorry to hear that you still have the same issue after getting a replacement. We'll forward the information to the team and we'll get back to you via email.

Also, it is best if you could reply on the last email that was sent to you by the team for immediate support.

Cheers,

Muddi

[Muddi]

Hi there,

Just an update about your case. Our team is now checking your feedback report. We'll keep you updated on email — let's continue there.

Cheers,

Muddi

[Jake]

Hey there,

I wanted to check in with you, and let you know that I will be locking the thread in 24 hours.

Best regards,

Jake