Nest Hub Max - Camera offline constantly - no apparent fix from Google

[lostInAk]

I have a Nest Hub Max less than 6 months old that continually loses camera functionality. I have scoured Google and other forums for a reliable solution but to no avail. Camera randomly goes offline and no intervention attempted resolved the issue reliably. I have tried every suggested solution presented in previous posts, I have factory defaulted the device, changed wifi SSID it connects to, moved the wifi WAN to diverse transport backhauls (Cable modem, Fiber, FWA), whitelisted in the local Fw (Meraki), removed the Fw from the network,  deleted and re-added the device to the home, deleted the entire Google Home and started from scratch (Hub max is the only device in this home) and the only reliable result is that the camera goes offline and stays that way until the hub is power cycled, which resolves the issue for an undetermined amount of time but usually less than 24hrs. Not encouraged by previous posts that Google support is up to the task, surprise me Google!

[Kangi]

I have the same problem on 2 devices.  Tried a reset & added the device.  No joy

[alphacharlie]

Ours has also stopped working recently, despite all the advice to reset it doesnt work, very annoying as the camera function was a reason to buy so we can watch our dogs when we arent home, please fix this problem Google!

[LovelyM]

Hello everyone,

Thanks for reaching out and we're sorry for the inconvenience.

A few questions: did the Google Nest Hub Max's built-in camera work before? If yes, when did the issue start? What LED light appears on the display? Are you getting an error message when you view the camera on the device or on Google Home?

Please give me the Cast firmware and Fuchsia version so we can look into this further. Here's how: swipe up from the bottom of your display > Choose System Settings > Device information > Technical information > Look for Firmware version and Fuchsia version. 

Looking forward to your responses. 

Best, 
Lovely 

[alphacharlie]

Camera was working well up until I think a few weeks or so ago, we only use it when we leave the dogs alone so didn't notice it wasn't working until we needed it. No messages, camera is crossed out on the screen and cannot be turned on

Fuchsia Version 10.20221207.2.109

Cast Firmware Version 1.68.353511

[Kangi]

Hi

I did a factory reset on hub max & now I can't set it up via the Google home app.  I get an error about it can't communicate with the hub max! 

There is no green light on the device, but if I switch the mic off a red light does appear.

Any advice

[LovelyM]

Hi alphacharlie, 

Got it. Thanks for the information. Would you mind sharing a photo of your Google Nest Hub Max's screen when it's trying to stream the camera feed?

Cheers,
Lovely

[alphacharlie]

Sorry for the delayed response, I've done a couple of more reboots recently as the mains power has been off for building work and now the camera is functional again.

[lostInAk]

My camera functionality recovers only after a hard power cycle of the device. Once restarted, the green LED to the right of the camera lens is illuminated and live view and video calling work normally for the remainder of the current day. I reliably receive an email alert between the early am hours of the following day (2am-4am) that the camera is offline and the power cycle routine must be repeated. Fuschia ver. 10.20221207.2.109 software ver. 51.0.24.5136.42888

[LovelyM]

Hey lostInAk, 

I appreciate the details that you provided. I'm already checking this with our team. I'll update you once I have news to share. 

Thanks,
Lovely

[Muddi]

Hello Kangi,

Sorry to hear that. Please try these steps below and let us know if that works.

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.

@alphacharlie: I'm happy to hear that you were able to set up your Nest Hub Max. Thanks for sharing the steps — it's a big help!

Cheers,

Muddi

[Kangi]

Hi

No it's not worked.  Both hub Max's are malfunctioning!! The one in the dining room has no green light & now has "something's gone wrong" message.. the living room hub camera is working intermittently 

[Princesss]

Hi 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

[lostInAk]

As noted in my original post, I've done all of that and more, nothing fixes this issue and as suspected, Google has no actionable solution. Of course you'll lock the thread and abandon the quest to resolve. I'll be returning this for a full refund and rely on the Amazon Alexa devices that have worked flawlessly since installation. Done with Google, buyer beware!

[Princesss]

Hi lostInAk,

We appreciate all your efforts. 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

[lostInAk]

Seriously? You want me to fill out a form asking to repeat everything I've already THOROUGHLY described in my original post? Is Google support truly that dense? No thanks, your product support is less than substandard, as is your support. Sending it back for a full refund, that's the only path forward!!

[Muddi · Accepted solution]

Hey everyone,

I have some great news to share! This issue should now be resolved and you can get back to using your Nest Hub Max camera as normal. If for some reason you’re still experiencing problems, please update this thread and let us know.

Cheers,

Muddi

[Princesss]

Hey folks, 

As this issue has been resolved, we'll consider this complete and will lock the thread now. Feel free to start a new one if you need assistance with your Google Nest devices and the Community would gladly lend a hand.

Best,

Princess