Nest Hub Max - Camera Stopped Working

[tallensr]

Like others in the community, the camera on my Nest Hub Max suddenly stop working -- meaning it was no longer connecting to the Google Home application. I removed the Hub from my home set up, did a factory reset, confirmed the Firmware was up-to-date, and re-paired the Hub with my home. All of that worked fine, but when I try to add the camera back, it says "Connecting to Device" for awhile, and then finally says "Could not connect".

Anything else I can try?

[Gjohnsonmartin]

Exact same problem here. WTF🤬

[Dan_A]

Hi folks,

@tallensr, @Gjohnsonmartin, this is not the experience we want you to have; let us help you. A few questions: when did your issue begin? Were there any recent changes made? What is the error message on the display and on your Google Home app aside from the message “could not connect”?

We might need to redo the setup, and this time around, let’s do it using a new home structure. This is necessary to properly isolate your concern. Follow these steps:

1. Remove the Nest Hub Max from its current home structure.
2. Factory reset the Nest Hub Max.
3. Create a new home structure.
4. Set up the Nest Hub Max and its built-in Nest Cam on the new home structure.
5. If the additional steps don't resolve the issue, kindly turn on device usage data and crash reports.

Let us know how it goes.

Best,

Dan

[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

[tallensr]

HI @Princesss and @Dan_A,

I have not yet tried the additional steps you recommended, because it is not quite "trivial" to create a new Home etc. Hope to try it this weekend!

Thanks,

Troy

[Dan_A]

Hi tallensr,

We understand. We’ll be waiting for an update from you.

@Gjohnsonmartin, have you tried the steps above? If so, how was it?

Cheers,

Dan

[Princesss]

Hey there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions and I'd be glad to assist you further.
 

Best,

Princess

[seriouslyoverit]

What a joke, this is been a documented issue since 2021 and Google still havent patched this out? I have a week old Hub Max and encountered this issue where the camera just ceases to function even when trying to activate it from the Hub Max itself, I tried factory resetting the device with no luck. I really dont want to have to remove a nest doorbell and camera from the network and then re add everything again just because Google cant make a product that works correctly. 

[Princesss]

Hi seriouslyoverit,

Sorry for the late response. Do you still remember when and where did you purchase you Google Nest Hub Max?

Best,

Princess