Nest Hub Max Camera goes offline within minutes of startup

[RPuvvada2]

I've owned a Google Nest Hub Max for several years. Months ago, the camera stopped working. It could not be viewed in the Nest app nor would it function during Duo/Meet video calls.

If the device is restarted or factory reset, the camera will work for maybe 5 minutes before appearing offline again. I can attempt to turn the camera back on in the Nest app but the feed simply shows a loading wheel without ever producing an image. I've seen a recent thread suggest the issue was fixed and a factory reset would correct it. I just factory reset and the issue still reproduces.

There were no events of significance around when the camera stopped working months ago. It had been working fine on my wifi network until it simply stopped. I can only guess that a software update broke the feature given that we see the camera function briefly on restart.

I've been keeping track of this thread and have submitted bug reports per the instructions. It has been four months without a solution. What is the status of this issue? Is it prioritized and assigned? Is it sitting in a backlog somewhere? It's mind-boggling that a main feature of a premium device has been broken for months.

[TowardTheBlue]

Same issue, same disgust. I'm also going to ask for a refund on my Nest Aware subscription as there is nothing recorded. 

[RainerHerbert]

Similar behavior here:
Only the Nest Hub Max cam fails after a short while and cannot be recorded or streamed anymore.
All other nest cams and doorbell cameras work fine.
Restarting the Nest Hub Max solves it only for a short while.

This behavior started a few months ago.

[Princesss]

Hi folks, 

Thanks for bringing this up.

We apologize for the inconvenience that this has caused you. 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.

Best,

Princess

[Princesss]

Hey there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[RPuvvada2]

Hi,

I've previously submitted bug reports and there is a long-standing thread on this issue for months now as I detailed in my original post.

I can fill out the form but I'd like to know what the next steps of the process here would be first. I'm happy to do so if it is part of an actionable process to resolve this software defect.

[Princesss]

Hi RPuvvada2,

Apologies for the inconvenience that this has caused you. By any chance, do you still have the case number of the conversation you had with our support specialist who asked you to send a feedback report?

Best,

Princess

[RPuvvada2]

Please refer to the thread linked in my original post. I followed the reporting instructions therein.

[Muddi]

Hey folks,

It's been some time since this thread was updated. Does anyone here need assistance?

Cheers,

Muddi

[RPuvvada2]

I'm happy to report my Nest Hub Max is now working as expected. The camera functions properly and I'm able to make Meet calls. Much appreciated.

[Alex_S]

Hi there,
 

Thanks for the update! I’m glad to know that your Google Nest Hub Max device’s camera is now working. 

@timcshep, @RainerHerbert, @TowardTheBlue, were you able to check if your Google Nest Hub Max device’s camera is already  working?

Regards,
Alex

[TowardTheBlue]

Yes, it is working for me now. Made a call from Android phone to the Hub Max and was able to hear from its mic. Recordings are also fixed. Thanks for following up!

[Alex_S]

Hey there,
 

Yay! Thanks for letting us know.
 

@timcshep, @RainerHerbert, have you had the chance to check if your Google Nest Hub Max device’s camera is working?

Best,
Alex

[timcshep]

I have not really had a chance to confirm this. The problem has occurred sporadically in the past during Nest Hub Max-to-Nest Hub Max calls on Duo (which themselves take place intermittently). That said, the problem has not occurred on my last two Nest Hub Max-to-Nest Hub Max calls on Duo. 

[Alex_S]

Hi there,
 

We appreciate the update. I’ll keep this thread for a few more days. Monitor your Google Nest Hub Max and keep us posted on its behavior.

@RainerHerbert, we just wanted to make sure that everything’s good on your end. Let us know if your Google Nest Hub Max device’s camera is now working. 

Thanks,
Alex

[Alex_S]

Hi everyone,

I wanted to follow up and see how it goes. Please let me know if you are still having trouble from here, as I would be happy to take a closer look and assist you further.

Sincerely,
Alex

[Dan_A]

Hello again,

We haven't heard from you in a while, so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.
 

Cheers,

Dan

[Princesss]

Hi RPuvvada2

Thanks! I've seen that you have submitted a feedback about this. I'll let the team know about this and I'll make sure to get back to this thread as soon as I have an update.

Best,

Princess

[timcshep]

Same issue. I've owned a Google Nest Hub Max for several years. Starting in the last several months, the camera intermittently stops working during Duo/Meet video calls. There were no events around when this started. It had been working fine on my wifi network. Restarting the Hub seems  to solve the problem temporarily, but the intermittent stoppage is recurring.

[Princesss]

Hi timcshep,

Apologies for this. Please follow the steps pinned on this thread for updates on this.

Best,

Princess