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???

[Anti]

I have hired a lawyer because this is a machine I just bought for $100+ and I don’t have time and money to waste.   Why doesn’t the camera work and why are you still selling this machine if known problem.  I want my $$$ or a working machine asap.

[hagangah]

GHT3 Nest Hub Max camera offline.

[BorrisTheCat]

done this, it's still a issue when is this going to be fixed?

[Web-Wench]

Do you have multiple homes set up in your Google Home?

[ybnice]

I have a paid yearly subscription with Nest.  This is NOT good enough and needs to be fixed.  Has taken way too long.  In the meantime I am paying 90.00 for a yearly subscription on a camera that is not working via the Google Hub Max.  Writing and filling out the appropriate form is getting nowhere and no solution as yet.  Get on to it Google, it has been way too long. I also need a credit on my subscription ty. 😞

[ybnice]

There must of been some update as mine is working now.  But had around 4 months of nothing and I paid yearly subscription, so not too happy about that.

EDITED:  Only worked for around an hour. 😵

[Dave3001]

Hi I was having the same trouble, had tried restarting, rebooting, moving to different room, changed wifi connection.

I had already set the hub up once, and it had done it's first update and I assumed when you did a factory reset the update would have stayed in the hub, but earlier today I tried again, rebooting, deleted from Google home, set up as new. Still not connected to Google and staying off line. Was going through all settings and turned on preview program and hub updated again and camera started to be able to be viewed through nest or Google home.

Hope this helps others 

[Peener]

Thanks Dave3001. Can you explain a bit more what you did? Do you mean you went into Settings of Google Home, selected Public Preview and then requested to be part of the preview? How long after the request did the camera start working?

[Dave3001]

As I clicked on join preview, my hub started an automatic update. Once the update finished I could view the camera virtually straight away.

I hope this helps 

[Peener]

Understood. It doesn’t work like that for me. I have applied and need to wait for my Google Home app to update first. Then I can hopefully connect to my nest hub

[itm]

I am also having these issues. FYI the link that you  have been sending (for submission of feedback from the GH app) contains instructions which do not work (for me at least) - there is no "Turn on Send [device model] device usage and crash reports to Google" option

[MSG]

Same here. Suddenly the camera went offline yesterday. It fails to stream in both Google Home App and Nest App. And, just checked, in home.nest.com web app too. Also it doesn't let to watch previously recorded clips (which I thought should've been stored in the cloud, but, obviously, they're not). Considering paid nest subscription, it doesn't look great at all.

[Lmt]

Hello All. My camera has been working for the last 3 days. I did join the preview program but otherwise have not changed any settings on Home app or my router. I am assuming that Google have done something in the back ground! 

[MSG]

Mine has started to work again too after another reboot with power unplugging.

[Kira]

Update: After reading that some people’s Hub Max cameras have started working properly, I unplugged all 4 of my devices for a few minutes, plugged them back in and let them start up, then rebooted them through the Google Home app. I did this on Monday 04/17/2023. It is now Saturday 04/22/2023 and all 4 Hub Max cameras are still currently streaming on both the Google Home app and the Nest app.

Additionally, the Hub Max cameras in my parents’ home had started having the same issue about 2 months ago. I followed the same steps listed above and their cameras have been consistently steaming through both the Google Home and Nest apps for 3 days.

I first contacted Google about this in JANUARY. The fact that the cameras have consistently been working for over 30 minutes is an improvement. Fingers-crossed everything continues working as it should!!

[Muddi]

Hey everyone,

We appreciate your patience. No new updates for now but rest assured that the team is on top of this. I know the team has been working through this issue and I'll be checking in with them again to see if there are any updates or progress regarding this so I can update the thread with some valuable information.

Cheers,
Muddi

[Peener]

Thanks Muddi,

it would indeed be great if we could get some update on the status of the remediation of this issue. We are waiting for quite a while now and we can’t use our Nest Hub for the full extent.

peener

[o-man]

No rush, all my Google home stuff is on eBay already. I'm not waiting nearly a year for over £500 worth of Tech to work properly. It's clear that the issue is with Google and it is unacceptable that it's taking so long to implement a fix. 

I'm pretty sure this will be in breach of my consumer rights and I would encourage people to report it to citizens advice like I am. I'm sure it won't amount to anything but if it puts pressure on Google to provide consumers with satisfactory service then it's a win for us! 

Farewell Google, hello Alexa! 

[KeithOwen]

This was in April. Its December tomorrow. What's happening?

[Muddi]

Hey folks,

Sorry for the inconvenience and thanks for your patience. Our team is still working on a fix. I'll make sure to get back on this thread once I get an update from the team.

Cheers,

Muddi

[Brad3]

Having the same issue. Hub max is online, responding and everything is working but it shows offline on Google home app and nest app

[davidbraysmith]

My camera has stopped connecting on my Google Nest Hub Max.

I have repeatedly factory reset the device and gone through the set-up process but with no success. All other functions are working and the device has not been damaged.

The device shows in my Google Home app in its correct location, etc., but it is offline. In the Google Nest app, it shows as unassigned and offline. It has worked fine for over a year and I have not done anything which could have caused the issue.

I have checked all the settings and things appear to be correct. When setting up the camera I tried both the scan QR code and manual code input methods.

Can anyone suggest how to resolve this issue, please 🙂

[Hazel50]

My hub max is 6 months old. I recently tried to install the nest cam thats built in. I followed the set up. The camera shows as offline/disabled. The home monitoring system won't stay on. I rebooted hub and my phone. I reinstalled the home app. I factory reset the hub and set it all up again. The camera still shows as offline. I can't get it to come online. I installed the nest app incase it needed that but still no joy. What am I doing wrong?

[MplsCustomer]

@davidbraysmithand @Hazel50 

We have a Nest Hub Max and this has not happened to our Max's camera (yet), but there have been numerous recent posts in this forum by customers who have lost access to their Max's camera. So far, there seems to be no solution from Google Nest Support. So far, their "recommended answer" is for customers to send feedback in the Google Home app using the keywords: "GHT3 Nest Hub Max camera offline".

One customer received this response from the Google nest Customer Care Team on March 14, 2023: "We were able to locate the feedback report, our team is aware of the issue and currently working towards a stable fix. Once I have an update I can let you know." On April 16, 2023, another customer received this reply from Google Support: "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."

One customer was recently able to get theirs working again by rebooting their Nest Hub Max by unplugging it briefly.

(https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-Hub-Max-Camera-Not-Streaming-to-Ap...)

[Princesss]

Hi everyone, 

Thanks for visiting the Community.

We're sorry to hear about this experience. There's an ongoing conversation referring to this issue. We'll go ahead and move this conversation to the main thread for updates. 

Best,

Princess

[KeithOwen]

Why? Because the main thread is going to fix it? Or because it wastes a few more days?

I don't care which thread it's in. I just want the service I'm paying for to actually work

[ybnice]

They do not care; complained heaps until nearly blue in the face and got nowhere.  I gave up.  Have since cancelled my Nest Subscription.  As it was, I had already paid for 9 months for something that did not work - due to the camera recording failure because they would not fix the Firmware update.  Also I notice that they do not sell the Google Hub Max any more.  It is probably replaced now with the new Pixel Tablet with Docking charger.  So this is probably why the zero support.

[MMMinteresting]

I think you're right. No longer able to add the Google home max to the nest app anymore. There's nothing anyone can do. Read the small print. Google have done nothing wrong. There is no agreement to supply service. All you can do is don't buy Google again. Lesson learnt. They know this and that's why they are happy to ignore and carry on. 

[18B430697377]

Elias

[18B430697377]

0911169510

[Pcesiro]

I am having the same issue. I’ve followed the thread and am experiencing the same thing, one nest max works and one does not. However they are only not working in the Google Home App, both nest hub max cameras work in the nest app. Is there a resolution for this?  Immensely frustrated that this is still an issue…

[Pcesiro]

Following up on the above comment as there does not appear to be a solution and many people are reporting the same issue.  Additionally, as of 72 hours ago, presence sensing within the Home App has stopped working... Maybe it is time to change back to Alexa as I never had these issues there, I only made the switch as I preferred the Google Home App, but I prefrer devices to properly work vs an app that is more visually appealing.

[ChunB]

I've had my Nest Hub Max since 2019.  Worked perfctly up unitl a few months ago when I noticed "Nest Cam Monitoring on/off" kept flashing up on the screen intermittently, subsequently on checking the camera timeline in the app, there were large portions of the day where the camera was offline. 

I've followed the steps of removing the hub from the Home app and factory resetting the device.  Now there is completely no camera feed at all! When it gets to the Nest Cam setup it comes up with an "error communicating to device" and the camera now appears as offline in the Home and Nest apps.  All other features of the Hub work fine (streaming music/video and using assistant) so it is obviously online.

It is ridiculous that Google have allowed this issue to persisit for so long!  Any help would be appreciated. 

Location - UK

Running:

Fuschia - 10.20221207.2.109

Software - 51.0.24.513642888

[BMac1]

Interesting revelation --- Nest App on my I-Pad has yet to give me the screen message "Camera feed is not available !!!  ???

[18B430697377]

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[18B430697377]

18B430697377

[DaltonSenft]

Hey Google Support team, here are some simple troubleshooting questions that may help get this issue resolved faster. I am also having the exact issue described. 

Is the issue affecting one device?

No. It affects multiple devices acrossed multiple users. 

Are the devices the same across all of the affected users?

Yes. All have reported running the most up to date firmware version. 

Have the affected users tried tier 1 troubleshooting? 

Yes. They have said as much multiple times throughout this thread. 

Sounds to me like its a YOU problem, Google. Please work with gour counterparts in the Nest division  and patch this issue. We've all spent an exorbitant amount of money on your products, and the lack of assistance you've provided to the patrons on this thread is astounding. 

[Junior023]

Absolutely correct! This is absurd for Google and their products. I actually find the same lack of urgency and issues with most google home devices. I own many cameras, smart devices, speakers, chromecasts...etc and I've pretty much have had issues with every single one of them. Not all major but something with every device. We spend way too much money on these devices to have them not working for months and months after spending hours on end trying to trouble shoot with no success. Get your stuff together Google. I used to be telling people all the time they need to invest in your home devices and products, but I am know embarrassed to even mention them to anyone. If someone asks me about them I tell them don't buy their garbage. 

[MaxCG]

Hi Guys, just to add I have this and as far as I can tell, it either started or was noticable since I best a Nest subscriber.

I used to be able to view video from the Google Home app without issue. however at Christmas I got a Nest Doorbell and subscribed to the standard sub.  Since then I then had an option to 'setup nest cam' under the Hb Max settings, however going through this process results in an error (i think about conntacting Google) and then thereafter, in the Google Home app, the device always appears as 'offline' (not just the camera.

I am able to select the device and seems to mostly function as normal, i.e. showing me what the background currently is.

I have tried removal and factory reset.  Hub appears fine in Google home until I try setting up nest on it and then the same behaviour happens.

Based - UK

Hub Max Firmware - 1.68.353511

Hub Software Version - 51.0.24.513642888

Hub Fuchsia Version - 10.20221207.2.109

Phone - Pixel 3 XL

Phone Home Version - 2.67.1.8

[Bobby1013]

Same here. I reboot the display and the camera works. It's fine for hours and then back to offline. This has to be a firmware issue.