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???

[Wally69]

I only have an old G1 hub in our son's room (about 7-8m away). We've had the hub max since 2020 to have video calls with our mother and it has always worked fine. It's been getting worse the last 2 or so months and could sometimes be fixed by just un/replugging the hub max and it stopped working at all for about a month ago. The camera on mother's hub max is still working. I've had a nest aware subscription in the past but that was only for about a year. Now the camera doesn't get online at all.

[NestForums]

I'm having similar issue with both my Hub Max's.    Both Google and Nest apps show the Hubs as "offline", but I can still give voice commands to them.  They have been factory reset, but that did not fix the problem.  Rebooting only offers a temporary fix.  A few minutes after rebooting, the apps again show the hubs offline OR will not show camera feed.  Only a spinning circle.

[ROXY2020]

My home hub max Always says camera offline despite it being turned on

[Princesss]

Hi ROXY2020,

Thanks for reaching out.

We're sorry to hear about this experience. Let's go ahead and try these steps:

1. Make sure the Nest Hub Max is not in Privacy mode. 
2. Reboot the Nest Hub Max.
3. Force close the Google Home app wait 5 seconds.
4. Reopen the Google Home app .

In Privacy Mode, the camera and microphones are off and an amber LED light is displayed on the device. That LED light is also electrically hardwired to the device being in privacy mode (Example: If the camera is on, the LED light can never be amber as long as the device is functioning properly). In privacy mode, the Google Nest Hub Max cannot record and cannot save video on-device and to the Cloud.

Let us know if these steps work.

Best,

Princess

[Muddi]

Hey ROXY2020,

Chiming in, 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

[Kira]

This is what they told me to do two weeks ago and I added this information to this thread at that time. They confirmed they received my feedback and didn’t provide any answers about anything. The last I’ve heard from them, the team NOW knows about the issue, even though I started communicating with them about this a good 8 weeks ago. It’s completely ridiculous.

[Muddi]

Hey folks.

I appreciate everyone for sending feedback. I don't have additional information to share now, but I'll check with the team again. I'll make sure to update the thread as soon as I know more.

Cheers,

Muddi

[Muddi]

Hey folks,

We apologize for the inconvenience. I understand this has been a frustrating experience and the importance of being able to stream the Nest Hub Max camera on the Google Home app. Rest assured the team is still looking into this issue, and I'll update the thread once there is more news to share.  

Cheers,

Muddi

[Rich2]

it’s bs have google fix it I have 2 at different locations same issue 

[Libe]

Also having this issue.  The camera works for about 10 mins after reboot but goes back to unavailable status. 

[KEVVY]

I use a Hub Max to communicate (through Meet) with and monitor (using built in Nest camera) my 91 year old mother. She lives some distance from me so I cannot visit. The Nest camera was working but for no apparent reason the Hub Display now shows as Offline in the Home app and the Nest Camera says Camera Offline HOWEVER I can still video call her on Meet using the Hub Max.

Why is this and how can I reset the Nest camera remotely please? I'd be very grateful for any assistance.

(Tuning the Hub off and On again tried ... unsuccessful)!

[Muddi]

Hi KEVVY,

I know how important it is for you to be able to monitor your mother using your Google Nest Hub Max. I've duplicated this thread to a similar trending issue on this link. Our team is looking into this issue at hand and I suggest following the main thread for updates. 

Please make sure to send feedback on the Google Home app using the keywords: GHT3 Nest Hub Max camera offline. Learn more about how to send feedback on our Help Center.

Cheers,

Muddi

[alythedj]

I have factory reset my device multiple times, created a new home and tried setting up that way, I am still not able to connect my Nest cam for my Nest Hub Max 

Mst Hub Max

[Peener]

I'm having the same issue since yesterday. My Nest camera has been working fine for more than 1 year but now it shows off-line. I also have a Nest Video Doorbell and that shows perfectly fine on my Google Home and Nest app. I have already done all the possible reset methods that I could find on the internet but still the Nest camera in my Nest Hub Max doesn't connect. I've got the feeling that Google is sending updates though. This morning, out of the blue, my photo list was not showing my own albums but some gallery photos for a couple of minutes. And yesterday, it disconnected from my WiFi, while my WiFi was perfectly fine on my other devices.

[Muddi]

Hey folks,

I appreciate you for raising this concern to our team. 

I've duplicated this thread to a similar trending issue on this link. Our team is looking into this issue at hand and I suggest following the main thread for update.

Thank you for your patience.

Cheers,

Muddi

[patrykboniek]

Hello, since one of the new updates around six months ago I've had a bit of an issue with my Nest Hub Max Camera.

I've had the device for a few years and what I used to do is have a camera loaded up on the display on my Nest Hub Max in the living room and I would still be able to see what is happening in the living room through the Nest App. After one of the updates however this has seemed to stop. 

All I can do is either see the living room through the Nest Hub Max but only when its on the main clock screen, or see one of the cameras on the Nest Hub however that seems to stop the recording or feed of the actual Hub camera and on the app it says "Your camera is offline" if that makes sense?

Anyone know if there is a setting which I'm missing? Or if that's just not available for whatever reason? 

Thank You

[garden]

I have the exact same problem with no help whatsoever!

[Muddi]

Hey folks,

Thanks for sharing details about the issue here. I know how important it is for you to be able to stream your Google Nest Hub Max camera. To confirm, is someone streaming the camera on other devices at the same time? Also, are you having the same issue when streaming your camera from the Google Home app?

Looking forward to your response.

Cheers,
Muddi

[garden]

I am the only one streaming  the camera in the hub.  The camera fails in both the Nest App and the Google Home App.

When I reboot everything, the camera connects for about one minute max and then “camera is being monitored “ constantly flashes on the hub and there is absolutely no streaming.

[Muddi]

Hi garden,

Thanks for the added information. Could you tell us the firmware version of your device?

Check the version of your display:

1.  Swipe up from the bottom of the display screen.
2. Tap Settings Device information Technical information. You should find your 'firmware version' on this page.

For Nest Hub (1st gen) and Nest Hub Max

1. Swipe up from the bottom of the display screen.
2. Tap Settings About device. You should find your 'firmware version' on this page. If 'fuchsia version' is also listed, this means your device runs fuchsia.

Cheers,

Muddi

[garden]

My firmware version is 9.20221010.3.176

Thank you

[Muddi]

Hey garden,

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

[garden]

 Muddi

We have already been communicating for days on my problem and you have already asked me to fill out the form.  Read above.

[Muddi]

Hey patrykboniek,

We got your form — we'd suggest keeping track of your inbox as our team will be emailing you soon for more details.

@garden: Sorry for that. We got your form and one of our team is on it.

Cheers,

Muddi

[digitalrealism]

Hi, 

I am having the same issue where the Google Home Max camera is always offline. If I reboot the device, I might get video for a few minutes but then back to offline. I have reset to factory defaults a few times with no success. I have submitted feedback and my firmware version is 9.20221010.3.176.

[digitalrealism]

Response from Google Support after I submitted my logs...

"Please be informed that this is a known issue already and we're currently working on a fix already. Once the fix is up and ready, it will be sent out to all the user's devices via an update. Sorry for this inconvenience."

[digitalrealism]

So...my Hub Max has not worked for months and now it's working.  Not sure if this was a result of me submitting my issue or simply a sign that they are slowly rolling out fixes in general. 

[Euro]

Exact issue I have and I did all the troubleshooting as well for this issue. Ready to toss this out the window. 😁

[Dworkman99]

This is the exact problem I am having. I have 3 Hub Maxes in my house and they all have the same issue. Randomly the screen will say “nest cam being monitored” when nobody is streaming. I also have the same issue where randomly cameras are “offline” and the only way I can get them back online is to unplug and plug back in. Google please fix this!

[Muddi]

Hey folks,

I've duplicated this thread to a similar trending issue on this link. Our team is looking into this issue at hand and I suggest following the main thread for update.

Thank you for your patience.
 

Cheers,

Muddi

[CorissaWilmes]

I have reset my router and factory reset my Google nest. It still won't let me use my camera for video calls or home monitoring, which I am paying extra for. Can you help me get my camera to work?

[MplsCustomer]

@CorissaWilmes 

You could try contacting Support starting with this link:

https://support.google.com/googlenest/gethelp

[garden]

I have the same problem and Google Support is not fixing the issue.  I bought a new Hub and it’s doing the same thing!

[MplsCustomer]

@gardenand @CorissaWilmes 

Do the instructions on the Google Help page below help? We don't make video calls on our Nest Hub Max, but we turn on the Hub's camera using the on-screen function whenever we want to turn the camera on and it works fine.

https://support.google.com/googlenest/answer/9449420?hl=en&co=GENIE.Platform%3DiOS

[garden]

I’ve already done all of this.  It’s not working.  How do you fix the camera to stop freezing.

[Muddi]

Hey folks,

Thanks for sharing details about the issue here. I appreciate @MplsCustomer's help!

I know how important it is to be able to stream a camera on your Google Nest Hub. A few questions: when did the issue start? Which Nest Hub do you have (1st, 2nd gen, or Hub Max)? What is the firmware version of your Nest display?

Looking forward to your response.

Cheers,
Muddi

[garden]

Hub Max - brand new.  My previous Hub Max froze after a google update and I was literally forced to buy a new one.  Google Support has been just awful.  I’m just going around in circles.  Don’t tell me to:  do a factory reset, check my router, turn off and wait 24 hours, delete account from security, make a new room, unplug and plug it back in,

Give me a solution that WORKS!  My camera is NOT working!  Why??

[Muddi]

Hi garden,

We appreciate your efforts. While we don't have the answer to your question, 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

[garden]

I have filled out the form

[Muddi]

Hi garden,

We got your form — we'd suggest keeping track of your inbox as our team will be emailing you soon for more details.

@CorissaWilmes: How was your device? Let us know if you still need help and we're glad to further assist you.

Cheers,

Muddi