Nest Hub Max Camera Not Streaming to Apps

[Kira]

I have 4 Hub Maxes in my home and for 3 of them the camera is not working so I can see what is being viewed in the Google Home or Nest apps. The green camera light is on, showing that they are currently active/filming, but nothing is streaming through to the apps. The other Hub Max is working properly, as well as my Nest Doorbell and exterior Google camera. In the apps, the view of what they are seeing is just black and they can't connect. All 4 Hub Maxes are running Fuchsia Version 9.20221010.3.176

For troubleshooting, I have already done the following:

1. Unplugged the Hubs and left them for a few minutes before plugging them back in and letting them reboot. The camera then works in the apps, but after a bit they go back off.
2. Unplugged the Google Fiber Wifi router from everything, let it reboot and reconnect. Once the Hubs are active again, the camera then works in the apps, but after a bit they go back off.
3. Deleted the Google Home app from my iPhone and re-downloaded the app. Deleted the Hubs from the Google Home app, reset each Hub to factory settings, and set them up as New Devices in the Google Home app. Again, the camera then works in the apps, but after a bit they go back off.
4. Updated the DNS of my Google Fiber Wifi router to Primary Server 8.8.8.8 and Secondary Server to 8.8.4.4

I have now spent about 5 hours troubleshooting and communicating directly with Google Help. They have not been able to provide me with any ideas of what to try besides what I have already done on my own, so I have just been doing the same things with them and nothing is working to get these cameras back working.

Has anyone else had this issue and gotten your cameras working again???

[garden]

I’m going through the same thing with no help from Google Support!  I bought a new Hub Max and is doing the same thing.  Camera is not working!!

[LovelyM]

Hello everyone, 

Thanks for reaching out to the Community forum. I'd like to dig deeper into this. 

@Bizzymomx4 and @garden, a few questions: were you able to successfully setup the Google Nest Hub Max's camera? Are you getting a message when you try to view the camera feed? Is the camera working when using Google Meet or Zoom? 

If you haven't already, remove the Google Nest Hub Max from the Google Home app and factory reset it. Set it up on your account again and let me know if the issue remains. Check out this support article for the troubleshooting steps. 

Best, 
Lovely 

[garden]

My Nest Hub Max is brand new and the camera is still not working.  It is doing the exact same thing as my old Hub Max.  I have done a factory reset and still nothing.

Please  read my original email.  I have done countless procedures to get this camera working as recommended by your Support Specialists and ended up buying a brand new hub.  The camera will connect for about one minute and then disconnect or get fuzzy and frozen. The exact same thing the old Hub Max was doing.

[CBergerman1515]

I have had my GNHM for almost 4 years now and mine has just started to see this issue. It isn't dropping off my WiFi network, but the camera continues to go offline, seemingly randomly. The device shows up in the google home app and the nest app, but the camera feed says it is offline. I have tried the same basic troubleshooting steps as OP mentioned, plus investigated the logs in my Ubiquiti network gear.

[LovelyM]

Hi garden, 

I'm sorry for this experience with your Google Nest Hub Max devices. Since the issue persists even with your new device, please fill out this form so one of our specialists can help look into this further via email.

Thanks, 
Lovely

[LovelyM]

Hi folks, 

I just want to give you both a nudge. Kindly check my previous response and submit the form with your information so our specialist team can address your Google Nest Hub Max camera concern.

Regards, 
Lovely

[LovelyM]

Hello there, 

I just wanted to follow up again. Did you happen to get that form filled out? Let me know if you have questions about it.

Best, 
Lovely

[Muddi]

Hi folks,

We haven’t heard back, so I'll be locking this thread if we won't hear from you in 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.
 

Cheers,

Muddi

[garden]

I still can’t connect the camera.  I have done a factory reset and now Google Home is telling me I’m still connected to another account and it won’t let me proceed.  

[Muddi]

Hey folks,

I've duplicated this thread to a similar trending issue on this link. Our team is aware of an issue affecting some users and are currently looking into the issue at hand.

I recommend everyone to send a fresh feedback on your devices by using the keywords: GHT3 Nest Hub Max camera offline. Make sure to replicate the issue first before sending feedback so we can check the crash logs. For instructions on how to send feedback, you can visit here.

Also, I recommend following the main thread for updates.

Cheers,

Muddi

[o-man]

My Nest Hub Max Camera always shows as offline in the Google home and Nest app. I have reset/re installed everything and the same is happening. I have also just reinstalled the whole household and It worked momentarily  but now has reverted to just saying "Your Camera is offline". I have checked the Nest Cam setting to make sure "Home Monitoring Features" are on etc etc. Current Firmware is also up to date.

We are due to go away in a couple of week and rely on the camera for checking the house, pets and visitors ect.

Please help!

[Wobbze88]

Ive got the same problem with the Nest Hub Max. Always shows offline. Deleted household and all devices multiple times, factory reset all device, added hub max as first device. Nothing works. Sometimes when i setup the camera, during the "completion progess" i get the error "There has been a communication error with google services". 

[Wobbze88]

I managed to "fix" it by trying about 7 times with different rooms every time. Suddenly just worked, felt kind of random.

[mrsnicoleryan]

Following. Having same issue 

[Bart2]

Same here 🤦🏾

[vrtivan]

same here

[NTud]

Same problem... removed it, factory reset, start again... same problems as the ones above. anyone from Google have any answers? 

[Dan_A]

Hi folks,

This is not the experience we wanted you to have, let me help you. A few things: when did your issue begin? Were there any recent changes made? When doing the factory reset, was it the same steps as what you see in this link?

Since you’ve done almost everything, it would help a lot if you could do a sequential reboot first: 

1. Unplug the power cord of your router followed by your Nest speakers.
2. Plug them back in after 3 minutes.
3. Restarting your phone might also help.

Once done, follow the steps below:

1. Ensure Nest Hub Max is not in Privacy mode. For more information, go to [About] Google Nest Hub Max Camera Modes.
2. Reboot the Nest Hub Max.
3. Force close the Google Home app > wait 5 seconds.
4. Reopen the Google Home app.

Keep me posted.

Best,

Dan

[CthulhuMythos]

I've tried the provided steps with no resolution. I've had the issue for about the last 6 months, when will there be a fix for this? 

[Princesss]

Hey there,

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions, otherwise we’ll be locking the thread.
 

Best,

Princess

[o-man]

Hi Princess,

I am away on holiday at the moment but will try this when I am back first thing next week.

Considering all the advised has been attempted I am not confident it will make any difference. I will try again and let the community know the outcome.

Many thanks 

[Muddi]

Hey o-man,

Sounds like a good plan! 

Cheers,

Muddi

[B62jones]

Nothing helps, it's obvious that the problem isn't local and it's something on your end

[Baddad9]

I have had this issue for the past year, will restart it and it works, then an hour later it is offline again.  I have 2 other nest cameras outside and they almost never go offline.  the Nest hub is right by my router too so its not a connectivity issue.  privacy switch is off, everything in app is showing it should be on... major reason I bought it was to have a camera inside with the hub functionality.  

[cke66edy]

Exact same.  Always get it back online and then it goes off shortly thereafter I'm not sure if it's an hour or a day.  Started when moved to new house and added nest doorbell (which never goes offline) and nest lock.  Google speaker connectivity issues as well.  So disappointed as I loved max and connectivity with Chromecast but lost max camara when I added.  Google can't fix it's been going on for awhile and nothing. 

[o-man]

Sadly none of this has worked. After another couple hours spent resetting everything I still have a non functioning camera and another couple hours of wasted time 😮‍💨

[Muddi]

Hey folks,

I've duplicated this thread to a similar trending issue on this link. Our team is aware of an issue affecting some users and are currently looking into the issue at hand.

I recommend everyone to send a fresh feedback on your devices by using the keywords: GHT3 Nest Hub Max camera offline. Make sure to replicate the issue first before sending feedback so we can check the crash logs. For instructions on how to send feedback, you can visit here.

Cheers,

Muddi

[Km0421]

I can't get the camera to work on either Google home or the nest app.   I have factory reset multi times, I have removed all devices and tried doing the hub first.   It shows that the camera and mic are working on the screen on the hub but I can't pull up the video on my phone.   It will say connecting but never does.   Everything else works on the hub but the camera.   Any solutions?

[Wally69]

Same here, it does look like a Google/Nest issue. When I create a new home and add the (factory reset) nest hub max to that, it always fails in the step where it wants to create a 'nest network'.

[Gencster]

Same issue here just bought a nest hub max and I can't set the camera, I am not able to finish the setup process at all despite rebooting and software sreset several times.

[LovelyM]

Hello everyone, 

Thanks for reaching out. We'd love to help.

@Km0421, a few questions: was your Google Nest Hub Max camera working before? If yes, when did the issue start? Were you able to finish setting up your device?

@Wally69, @Gencster, please let me know if you have other Nest products in your Home structure. If you do, make sure to try setting up your Google Nest Hub Max camera closer to it. I would also appreciate it if you could send me a photo of the message that you're getting.

Awaiting for your responses.

Best, 
Lovely

[Km0421]

I have only had the max for maybe 2 months and the camera never worked from the beginning.   Everything else is fine with it.   I was able to set it up. 

[LovelyM]

Hi folks, 

@Km0421, were you able to setup the Google Nest Hub Max camera successfully? If you did, please try doing a sequential reboot by unplugging your router and display for five whole minutes before plugging them back in.

@Wally69, to check, can you use your Google Nest Hub Max built-in camera during video calls but not when streaming it? I'd appreciate it if you could set up this display on another Google Account to see if you get the same issue or not.

Cheers, 
Lovely

[Km0421]

Tried it and it didn't work

[LovelyM]

Hey all, 

I'll go ahead and flag this to our senior specialist team. I'll update you once I get some news.

Thanks,
Lovely

[Muddi]

Hey folks,

I've duplicated this thread to a similar trending issue. Our team is on top of this. I recommend everyone to send fresh feedback on your devices by using the keywords: GHT3 Nest Hub Max camera offline. Make sure to replicate the issue first before sending feedback so we can check the crash logs. For instructions on how to send feedback, you can visit here.

Cheers,

Muddi

[Meegan]

I went to the other thread and it has been closed.  What is the remedy for this because I am having this same problem with my brand new Hub Max.  Camera doesn't turn on.  I have rebooted, unplugged and plugged back in, reset wifi, front door camera and bedroom camera working fine, restarted app, restarted phone, camera doesn't work on app on my android phone or husbands iphone.

[KeithOwen]

There is no remedy. You've bought a very expensive digital clock

[MMMinteresting]

Correct. Verified ex purchaser of Google hardware.

[KeithOwen]

Is there any update at all?