Nest Hub Max Camera goes offline within minutes of startup (again)

[RPuvvada2]

A few months ago I made the following issue: https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-Hub-Max-Camera-goes-offline-within...

The summary is the camera of the Nest Hub Max would work briefly after a restart and would then refuse to connect or work in Meet calls. The issue was fixed for a time (which was great) but it appears to be broken in the same exact way again. I've followed the troubleshooting steps outlined in the original thread to no success.

I first noticed the issue returned last week when I was away from my home and attempted to check the camera. The camera showed it could not be connected to while off of the wifi network it was registered on (which would be a bug if so). On returning, I observed I was unable to connect on wifi as well other than briefly after restarting/resetting the device.

I can only assume that, once again, a software update has broken the feature. I'm unsure if this is a lack of regression testing but if the community team could engage with the owning team and provide a timeline for a fix that would be great. Paying a Nest subscription and having a camera that's unreliable due to software issues is a serious service issue and I hope that it will not take months for a fix again.

[Juni]

Hi RPuvvada2,
 

Thanks for reaching out again. I know how it feels when something isn’t working as it should. Try to do the necessary troubleshooting below so we can isolate:

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.

Regards,

Juni

[RPuvvada2]

Hi, as I said in my original post I have already tried the recommended troubleshooting steps.

[Juni]

Hi there,

Understood. Since the steps didn't work on your end, 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.

Regards,

Juni

[Juni]

Hello there, 

We got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 

Cheers,

Juni

[RPuvvada2]

Hey there, it's been a few weeks and there's been no contact and the issue persists. Can I get a status update?

[Alex_S]

Hello RPuvvada2,
 

Apologies for the delays! I’ll check this with the team and update you as soon as I have any news to share.

Sincerely,
Alex

[Alex_S]

Hi there,
 

I see that you’ve already been assisted by a senior specialist over the email. Kindly continue the conversation there so you can get a real-time update regarding your Google Nest Hub Max.

Warmly,
Alex