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]

 Muddi

In this feed, you asked for the form which I filled out and you acknowledged you received it.

You just asked me to fill out the same form in another feed.

[Muddi]

Hey garden,

Sorry for the confusion. I'm checking on @CorissaWilmes if he was able to fill out the form. Moving forward, I believe one of our team is already in touch with you.

Cheers,

Muddi

[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.

Best,

Muddi
 

[Upi009]

I am having issue with hub max.

Camera is keep showing offline in nest and home app.

I have reboot device several times.

I have factory reset device.

But still having issue with camera.

[Muddi]

Hi Upi009,

Thanks for visiting the Community.

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

[Lmt]

GHT3 Nest Hub Max camera offline.

Google home app - Version 2.66.1.13

Hub software version 50.26.12.493473605

New Max hub delivered today. Having set up hub built in nest camera remains offline. Have done all resets and reinstalled android app. Hub also showing as off line in android app home screen although can alter settings of the hub such as photo frame. 

BT  wifi running around 140mbps

[SkoalRunner]

I finally got my camera working again, after months, on my nest hub max. It maybe random, would have no way of knowing, but it seems that I had created a second home with no devices. I deleted the second home, followed the reinstall steps and finally it works. Hopefully this will make it to nest to perform more tests with this scenario to validate.

[Hcoco]

Sent feed back - home app version is 2.66.1.13. Firmware: on phone OneUI 5.1, Android 13

[Matmanabby]

Hi my nan is having same issue, tried factory reset several times. Nest cam won't connect to Google, we have fed it back. The version of the home app is 2.66.1.13.

Version of nest app is 5.70.1.2

Fuchsia version 9.20221010.3.176

Any ideas on how to fix???

Software version 50.26.12.493473605

[Wolfie42]

I’m having the same issue as many others. Camera just decided to stop working. Everything else works fine. It’s connected to the network, it streams music, searches the internet. I can see the image currently displayed when I go to the device on the Google Home app. Everything is working but the camera, which stubbornly stays offline. IOS is update. App is updated. Rebooting did not help. 

The only solution Google provides is a factory reset which deletes all of my stored footage, which I’ve already paid to store. And then there’s no guarantees that it won’t happen again. What he opens when this occurs while I’m out of town? 

This is obviously a known bug that’s been around for a long time. They haven’t bothered to put in a fix or even a workaround solution so you don’t lose your stored footage doing a reset. Nor set up a way to reset remotely. 

This device is too pricey for this lack of care. add that to the limitation of not being able to show docs from Drive on there and the limited streaming capabilities, and it’s quickly becoming useless. An overpriced, oversized, barely working camera.

Google needs to do better. 

[Wolfie42]

Bumping hoping someone can help.

[Muddi]

Hey Wolfie42 ,

Sorry for the delays. 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

[CorissaWilmes]

Hey Muddi, 

I am still having issues with my Google nest hub. I just sent in my feedback with the keywords you requested. Here is the information regarding my model. 

System firmware version: 10.20221207.2.109
Cast firmware: 1.68.353511
Language: en-US
MAC address: 1C:F2:9A:07:CA:08
IP address: 10.0.0.71

Please let me know what else you need from me to help me fix my issue. 

Thank you in advance 

[CorissaWilmes]

Hey Muddi, 

My camera is still not working properly on my google hub max. I have sent in feedback with the key words GHT3 Nest Hub Max camera offline. I have the most updated version of the Google home app on my phone as well as Nest aware and neither will work. I cannot make video calls. I have done all the trouble shooting. Something I have found is that if I unplug the google hub for a few minutes and plug it back it, I will have video for a few minutes then it will stop working shortly after. 

System firmware version: 10.20221207.2.109

Cast firmware: 1.68.353511

MAC address: 1c:F2:9a:07:ca:08

Thanks in advance this has been an on going problem for me for almost a year now, it started off doing it randomly and now consistently won't work. 

Corissa 

[itm]

My new Nest Hub Max has been showing as "Offline" in the Google Home app (on my Moto G 5G Plus phone). I had also noticed that some of the Routines that I had defined (to perform home automation tasks) were no longer working. So I rebooted the Hub. Now it still shows as offline, and the Routines that were not working have completely disappeared.

If I try to re-add one of the Routines that has disappeared, I am told that "The command phrase is already being used in another routine".

Can anyone help?

I've only had the Hub for about 3 weeks, and frankly I'm shocked at the number of major issues that I've had with it (some of which have been reported elsewhere on this forum). It's running system firmware 9.20221010.3.176, Cast firmware 1.67.330920.

[MrJ191]

Just adding a message on the back of this as I've had a similar issue today as well. Woke up this morning to Google Home app asking me to set up home and away routines even though they've been set up already. Also noticed all of my other routines have disappeared. The only routines showing are the preset ones. 

The GH app will not let me create new routines and the 'set up home and away routines message will not leave the screen no matter how many times I click on it. 

[Dan_A]

Hi folks,

This is not the experience we want you to have, let me help you. A few questions: when did your issue begin? Were there any recent changes made? Are you using a Google account with a Gmail domain? Is the setup successful? If not, then 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.

If the issue persists, let’s factory reset your Nest Hub Max to revert it back to its original settings and set it up fresh. Follow the steps below:

1. Save any important footage from your device's video history.
2. Remove your Nest Hub Max from the Google Home app.
3. On the back of Nest Hub Max, press and hold both volume buttons together for about 10 seconds. Your Nest Hub Max will let you know that it's resetting.

Let me know how it goes.

Best,

Dan

[Juni]

Hi there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.
 

Regards,

Juni

[Juni]

Hello there,

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

Thanks,

Juni

[itm]

I followed both steps, as recommended above. The routines have now re-appeared, but the Hub still shows as offline in the GH app (and the Nest Camera is also showing is offline, and cannot be viewed).

[Muddi]

Hi itm,

Thanks for coming back to us. To confirm, are you able to stream the camera on the Nest Hub Max itself? Have you tried using a different phone/tablet to stream the camera on the Google Home app?

Cheers,

Muddi

[itm]

I've tried streaming the camera from the Home app on another device (Samsung Galaxy S7 FE), but that also tells me that the camera (and Nest Hub Max) are offline. I don't know how to stream the camera on the Nest Hub Max itself?

[Dan_A]

Hey there itm,

Thank you for the confirmation. We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed. 

Please note that once done this thread will be locked.

Best regards,

Dan

[itm]

Just an observation (having had my original query merged into this thread) - in my case the Next Hub Max itself (not just the Nest Cam) are shown as being offline in the GH app. So a slightly different scenario to the other cases on here?

[Peener]

Hi ITM, it’s similar to my case: for me it started with my Nest Hub Max being off line. No way to get it on line again. So, I removed the hub ( and cam) from Google Home. Then reinstalled the Hub. But GH can no longer find the cam.

[itm]

I've removed the Hub from the Home app several times now and re-added it, but I just can't get it (or the Nest Cam) to show as online. Which is odd, as Routines, voice commands, photo frame configuration, etc, are working.

[parrid]

Folks,

My Nest Hub Max camera stops streaming video after running from power on for 10 minutes.

Have factory reset, its running the latest firmware etc.

The video stops in both the nest app AND when asking the device to stream its own camera video.

This is despite the green camera LED remaining illuminated.

There is no 'soft' way to recover from this - a power cycle simply restarts the cycle and the video again stops after 10 minutes.

[Dan_A]

Hi parrid,

Our team has identified the issue and is currently working on a fix. Rest assured we're on top of this and you'll hear from us once we get a word.

In line with this, we want to encourage you to send feedback from your end with the keywords “GHT3 Nest Hub Max stream cuts off after 5-10 mins“

You can also send feedback via Nest devices. Just tell your Nest Hub Max to share feedback and then record your message. I really encourage anybody that is experiencing this issue to do that. 

Best,

Dan

[Dan_A]

Hey there,

Our team is still on top of this and is doing their best to find the solution as fast as possible.
We'll check back in once we have an update.

Thanks,

Dan

[Dan_A]

Hello parrid,

Our team is still at it. We really appreciate your patience and understanding. We'll check back as soon as we have news from the higher tier suppot.

Kind regards,

Dan

[Dan_A]

Hey there parrid,

Thank you for the confirmation. We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed. 

Please note that once done this thread will be locked.

Best regards,

Dan

[parrid]

It's two months since you 'identified the issue' - any REAL progress on fixing it please ?

[Captain565]

I got the fix yesterday it seems. The fix made it work for almost 10hrs.

This morning I wake up, and they are both offline.

System firmware version: 10.20221207.2.120
Cast firmware: 1.68.353511 in each.

rebooted them both and each went offline within 10 minutes.

PATHETICALLY BROKEN! 

[NestForums]

Same here.  I got the fix last week.  The Max Hubs stayed online for about 4 to 5 hours.  Rebooting them gets them back online for around 5 minutes if that.  Once I'm more integrated with home assistant, I'm going to start looking for compatible displays and sell these hubs.  I have one amazon echo show 5, but because of amazons ads that keep popping up during photo slideshow, I won't buy another.  GREAT JOB GOOGLE!  YOU TOOK ANOTHER GREAT PRODUCT AND MADE IT WORTHLESS!  I'm never investing in OR recommending google hardware ever again.

[Captain565]

Same here with the echo shows, there are some settings that can reduce the amount of adds.

This has been a 6 month old issue.

When google added viewing to home app…it crapped the bed.

The connecting assistant is beyond stupid. I will likely only keep them to stream from Plex while cooking.

My whole house is Alexa now so google does nothing but not work properly. Terribly expensive products and absolute garbage support! I have cancelled all google subscriptions as of yesterday.

I am so done with Google Dumb Home.

[parrid]

Happy to help if I can - let me know if you need me to test anything please.

[parrid]

Well the hub has started str among video again. I can only assume a fix has been found and applied.

[NestForums]

Just tried my two hubs after I rebooted them.  They both are still broken.  The light for the camera is activated, but the Google and Nest app both show the nest hubs as offline.  I can turn the camera on and off with the app, but that's it.  Beyond unbelievable after this many months!!

[Richie2]

I'm new to the Hub Max, but it seems VERY inconsistent with viewing / monitoring cameras. It will consistently say a camera is not available for 10-15 minutes (more or less) while it is in the mobile Nest or Google Home app. Anyone else share this experience? All devices are  very close to my router with direct line of sight.

[MplsCustomer]

@Richie2 

There are a lot of similar recent posts. Some customers have more extreme experiences than others. In our case, the livestream of one of our cameras on one of our Nest Hubs is only occasionally interrupted. Other customers report it happening more often.

My suspicion is that this occurs due either to issues on a customer's Wi-Fi network and/or to occasional issues on Google Nest's servers (perhaps due to overload at certain times). That's just a suspicion, based largely on the fact that it happens to us only occasionally.