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???

[KeithOwen]

😉                  

[essco]

Yes, simple as your brain.

I didn't said it has to be simple; I said if it is complexe, you have to use a performant router and switches/ AP's.

[essco]

Asus RT-N18U.

[KeithOwen]

I read that it has no 5GHz capability. If that's true, it would not work for me

[essco]

Sorry, now I saw: my router is RT-AC86U. (Asus RT-N18U was the old router).

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

[SteveDsc]

Hello, I have found that my Hub Max camera works with video calls and via google home app.   However it  shows as offline if I enable "Home monitoring audio".   I have tried so many different fixes included downloading Nest app.  I think once the free Nest subscription eneded it stopped me being able to hear and speak through the hub max via googe home app.  Do you have to have a subscription to listen and talk?

Very frustrating.

Really dissapointed with this product after 1 year of frustration and time trying to set up.  Currently I would actrively deter people from purchasing any Google camera devices based on my experience.

[MMMinteresting]

Bad news people the problem is spreading to other Google devices. In the Kitchen I have a pair of home maxs paired in stereo and home hub max. One speaker of the pair keeps disconnecting. The router is in the Kitchen 10 feet away in clear sight. It seems to be an uptime issue as turning it on and off re connects the dropped speaker and then it works. 

Strange - but when it is disconnected it seems to behave like an access point (when viewed on  WiFi channel software) which you cannot connect to.... mmm interesting?

Archer AX 72 and 3 x tplink EAP 615 access points. Simple network. 

No other devices suffer this problem... laptops tvs, chromecasts, mobile phones, tablets, 5 x Google minis, security cameras, ring doorbell (used to be google but removed due to poor customer service and nest aware subscription cancellation.)

Yes I am network proficient and have performed the Google ritual of engineer reseting uninstalling and reinstalling yet the problem persists. Yawn zzzz looks like the speakers will be the next devices to be replaced by anything but Google brand. 

[essco]

Please try this.

Check your router's UI, list of devices. What numbers has your Max on signal strenght? This moment I have as below;

1.  -55dBm / Tx 433.3 Mbps / Rx 433.3 Mbps

2  -69dBm / Tx 325 Mbps / Rx 325 Mbps

[mpopps]

Had a serious problem with our second Google Hub Max not connecting to our Nest Aware streaming service. It took a while to figure out, but the cause apparently was that we did not have the device connected to Google Home, Nest Aware, and Voice & Video calls all through the same account. We had to remove the device, factory reset it, be sure to use one and only one account for the complete setup (the account that matches Nest Aware). It still did not seem to work but a final factory reset got it working the way it is supposed to work..

[tech135797531]

For what it's worth, here's what I've done and so far mine have been working for the last 2 weeks since I came here and posted about it. I have 3 x Hub Max, 1 gen2 doorbell as far as Google Video devices are concerned. The doorbell has been flawless. 1 Hub Max is in one home (elderly parents) 2xHub Max in my own. All have suffered of this issue.

1. I've uninstalled and reinstalled the app.
2. I unplugged them for a couple of days after sliding the back slider (as someone recommended here)

3. I reinstalled the app and turned them back on

They now magically work and have been for the last couple of weeks. Makes no sense. Prior to that I tried factory resets, Home App configurations, tender kisses, prayer, threats, all but throwing it out the window.

There is a user here that flooded this thread with posts about the fact that it's all network related. On my end I had tried to use them in 4 different homes, 3 of which had a simple ISP provided router placed 2 feet away. While I'm not saying that a weird network topology and configuration could not affect them, this was not my case and the case of all the people that struggle with these issues. Somehow all smart devices work except for these Hubs.

Anyway, I'm done buying Google products. I've moved on from Pixel phones, and now I'm moving on from their speakers and hubs as the ones I have start to die or become outdated. These Hub Max devices are not work the frustration even when they go on sale for $129 for the holidays. My time is worth more than the 50-100 I save. It's a shame that Google keeps pumping out hardware with garbage software and then don't fix their bugs, they could really outclass the competition. But I guess as long as reviewers put out positive reviews on YT after using them for 5 minutes, people will buy them and they'll generate enough revenue on each product before the word gets out.

[Kannonball]

Was this ever resolved for anyone?  I've been having the same issue over the past year! 

[Dexxer]

Same issue here as well... My hub max showing as offline and can't check the cameras...

Why can't google write a public article on the issue and just be real? Provide a fix or admit a major bug they can't fix.

[Jorimee]

I have the exactly same issue with others. I use 10 Nest cam in various location and only this Next Hub Max cam does show offline. It only shows a few minutes of streaming and goes offline or rotating arrow. Can you help me fix it?

[Mfarhanfaheem]

Facing the same issue , any update on this issue ? 

[Finngauger]

The same Problem... The Nest Hub max ist offline and does mit Work in Google Home App... 

[Nester23]

UPDATE on my Google Nest Hub Max Camera - ALL IS WELL finally 😁

With the recent Google Fuchsia firmware update 16.20231130.3.59, issues seem to have been fixed and camera is working for me

My Google Nest Hub Max Camera is UP and alive again. Have been checking/viewing for few mins daily for a week now and i have no issues. Good bye to frequent restarts of nest hub max and/or google wifi router!

Two of my use-cases has proven well

1) View Google Nest Hub Max Camera on another Google Nest Hub Display remotely - WORKING OK

2) View Google Nest Hub Max Camera on my Pixel mobile phone google home app remotely - WORKING OK

Thanks to all involved from the Google Team to make this happen

[ybnice]

Same here.  Mine has been working FINALLY 100 percent now for around 3 weeks.  Google took their time to fix this... 14 months, which is way too long.

[Nester23]

UPDATE on my Google Nest Hub Max Camera - ALL IS WELL finally  😁

With the recent Google Fuchsia firmware update 16.20231130.3.59, issues seem to have been fixed and camera is working for me

My Google Nest Hub Max Camera is UP and alive again. Have been checking/viewing for few mins daily for a week now and i have no issues. Good bye to frequent restarts of nest hub max and/or google wifi router!

Two of my use-cases has proven well

1) View Google Nest Hub Max Camera on another Google Nest Hub Display remotely - WORKING OK

2) View Google Nest Hub Max Camera on my Pixel mobile phone google home app remotely - WORKING OK

Thanks to all involved from the Google Team to make this happen

[KeithOwen]

I have the same firmware. No joy

[o-man]

Guys, give up! Sold the Hub months ago, I have Alexa now and haven't really had an issue. I used blink now for the camera, really cheap subscription if you want the video history.

Google will never fix this, they will just wait for you to buy a new system. Shockingly poor customer service. 

[KeithOwen]

I can't stand Amazon/Alexa, and they don't have a direct replacement for the Hub functionality anyway. 

There's nothing wrong with the hardware, it's purely a software issue, so I'm sure Google could fix it if they wanted. But I agree with you that Google don't seem to care at this stage. It's a shame, but Google seem to have all but abandoned their smart home ecosystem - more and more functions just don't work now, and are not being fixed.

[essco]

Mine are working just fine! All of them - 2xMax and 3xmini.

[KeithOwen]

You're in the minority it seems! I hope they last 👍

[Epicauction]

Quick update on my Nest Home Max. I pay for a subscription, next door camera is perfect. But Nest Max Home only allows me to see the last 12 or so minutes from live.  It also, randomly through the day “sometimes” will records 10 min here and there. When I scroll to bottom it says, “See more with Nest Aware Plus”. Even though I pay for Nest aware Plus!

[Epicauction]

Link to google Nest Max trouble shooting tool below. . For me it said Nest Max can only do event recording and not 24/7 UNLESS I upgrade to PLUS FOR $150 a year. I finally gave in. 

https://support.google.com/googlenest/answer/9675480?hl=en