Nest Hub Max Nest Camera not working

[Petros]

I just got the Nest Hub Max. Performed a full update of the firmware, and set it up in my smart home. Added to the correct room etc.

When I try to setup the Nest Camera I get the following message:

• There was a problem communicating with Google

Right after this happens, the device goes offline. After 5 minutes it goes online and I have the option to "View Nest Cam", which when I click, I get the message "Camera offline".

I have tried the following steps to troubleshoot it:

• Reboot
• Unplug it for 10 minutes
• Remove it from Household
• Factory reset of the Nest Hub Max
• Set it up as a new device

Nothing worked. Should I return my device and request a new one?

[Muddi]

Hello Petros,

Thanks for reaching out. I can imagine how hard it is for you to not be able to set up the camera on your Google Nest Hub Max. Let's try to get to the bottom of this.

A few questions:

1. Did the built-in Nest Cam work before?
2. When did the issue start?
3. Did you attempt to Factory Reset your Nest Hub Max after discovering the camera offline issue? If yes, were you able to successfully set up the built-in camera again?
4. What LED lights appear on the Nest Hub Max?
5. When you try to stream the built-in Nest Cam, do you get error messages from the:
   • Nest Hub Max
   • Home app
   • Google Home for web
   • Nest app
6. What's the firmware version of your Nest Hub Max?

Let's go ahead and try removing your device again from the Google Home app. Once done, reset your Nest Hub Max, then set it up on a different home structure. Let's see if you'll still have the same issue.

Let me know how it goes.

Cheers,

Muddi

[NestSucks3]

Save yourself and return it. I've owned my device since launch and have been dealing with this issue for weeks. Nothing fixes it long term. Nest subscriptions just got a price increase with literally no new features in years. Run! Nest has Google and it's terminal.

[Muddi]

Hey NestSucks3,

We're sorry for the trouble this may have caused you. Let's see what's going on. Could you tell us the status of your device now? Also, what are the steps that you've tried?

 

Looking forward to your response.

Cheers,

Muddi

[Elesh]

Why you are ignoring such huge issue and not replying to this topic 

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Spoken-broadcast-message-changed-to-spo...

[NestSucks3]

No offense but I honestly don't see the point in talking with anyone from Google support because Google is incapable of caring and supporting a product.

I've tried several factory resets, several removes and re-adds to both Google home and the nest app, and several reboots. It all works for 3 days then goes back to being broken. If it helps, for me it started because I updated my WiFi password. Yes I updated all devices with the new password. This home hub max is the only one that doesn't work afterwards.

[Muddi]

Hello Elesh,

Sorry if you feel that way. I've updated the thread and will make sure to share more information as soon as I get a new update from the team.

Cheers,

Muddi

[Muddi]

Hi NestSucks3,

Sorry for the frustration, if you wouldn't mind filling out this form we'll get you the right level of help.

Cheers,

Muddi

[Petros]

I have fully returned both nest hub max and nest hub gen2. 

I do not understand how these products are sold in 2023. The only thing they do is put Google's name to shame. They are laggy, buggy and neither their own products (a nest indoor cam) doesn't properly stream through them. 

[NestSucks3]

I think you made the right choice and if I'm throwing my random, unrequested, opinion in... Watch out for anything Google right now. Pixel phones are buggy in a similar manner, all my Google homes have issues. I hate saying that because I've been all-in on googles devices since the t-mobile G1 .

[Petros]

I have been using pixel phones since the nexus era, I haven't had an issue with them.

The other products I got and were absolutely awful and laggy and buggy where the nexus 7 tablet with the memory modules getting desoddered over time, and the nexus 9 tablet  

[NestSucks3]

I'm not saying they're all bad. More like it's a newer trend for googles stuff to work like this. My pixel 6 and 7 had so many bugs and had to be reset so many times that I got rid of them and I'm still on the pixel 5. I'm not upgrading again until Google figures out their issues or a different brand that isn't Samsung offers a smaller 6" screen phone that's a flagship.

[NestSucks3]

P.s. I woke up this morning and my best hub max was on the "open Google home app to setup". So somehow it got back into setup mode even. Then the app would not show any wifi networks and I tried going through the process multiple times. I restarted it and it went back to how it was set up before.

[Juni]

Hi folks,

Petros, we're sad to see you go. We'll definitely take this as feedback, and we'll ensure that we learn from it to be able to deliver a better experience in the future.

NestSucks3, we are glad that your Google Nest Hub Max is working again. If you need help, you know where to find us.

Regards,

Juni

[NestSucks3]

Oh there's a misunderstanding. It isn't working, it hasn't worked for months now. I've given up and I've been slowly phasing out google nest devices from my home and I've cancelled my Nest Aware subscription. Once my remaining subscription goes all my nest cams are also going.

[Juni]

Hello there,

Thanks for clarifying. We understand your frustration, and we would like to assist you further on this. Please fill out the form provided by Muddi so we can take a look into this for you. 

Best,

Juni