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Nest Hub Max camera disabled while streaming video

Rdianco
Community Specialist
Community Specialist

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

 

We have multiple Nest Hub Max units in our home and use them for both security/nanny cameras and for entertainment and home automation.

 
We also use the Hub Max as a baby monitor to stream the Nest IQ camera in the nursery. 
 
There was a recent update that now disables the camera on the Hub Max during any time the Hub Max screen is streaming video whether is be another Nest Cam, a video streaming service, etc.... this is not okay and it also poses security issues by not being able to access the camera feed remotely just because the screen is in use.
 
Google needs to correct this update or issue and allow the Nest Cams on Hub Max to continue to be active while the screen is in use.
27 REPLIES 27

_ATX_
Community Member

I have noticed this as well.  If I use my nest hub max to view the doorbell, the camera on the hub goes offline and won’t come back unless I stop streaming the doorbell. So if I forget to stop the stream, and then leave the house, I can no longer view the camera on the nest hub max.  This is not acceptable. 

Wee
Community Member

Yep. It's a very inconvenient update. I know others who have the same issue and they're not happy about it either.

frances
Community Specialist
Community Specialist

Hey everyone, 

 

Apologies for just being able to help here. I'm sorry to hear you're having issues with your Nest Hub Max's camera as I know it can be a frustrating experience when your device doesn't work as you'd like. 

 

In order for the team to look into this issue further, I would appreciate it if you sent in feedback using the keywords, "Nest Hub Max camera offline" from either your device or the Home app. You can check out this article for more information on how to do so.

 

I appreciate your patience as our team looks into this further and I'll keep you posted as more information becomes available. Feel free to continue sharing your feedback or any updates. 

frances
Community Specialist
Community Specialist

Hi All,

 

This issue of media pausing when streaming video/camera feed should now be resolved!

 

Please let me know this issue has resolved for you or not. I appreciate your patience!

Wee
Community Member

I just checked and the issue still persist. 

 

I had the camera feed open on the Nest App on my phone, asked the Hub Max to stream the nursery camera and as soon as it loaded the nursery camera in another room the Nest Cam on the Hub Max instantly became disabled and stop showing on my phone. 

Hope Google and Nest can get this resolved ASAP. Kind of defeats the purpose of having any of this stuff in the house. 

Wee
Community Member

Just curious, since this is still an ongoing issue and hasn't been fixed by the Google/Nest team, where did you get the information from that it was fixed or is being fixed?

Wee
Community Member

This issue still has not been corrected. Hey @googlenest can someone please fix this so the Hub Max cameras still work when streaming another camera or video on Hub Max

See how my two Nest Hub Cams are showing "offline" while I'm streaming the nursery camera on those Hubs

 

Screenshot_20211120-125037.png

Wee
Community Member

@RachelC 

@stefanie

Can you guys help with the above. When will Google & Nest fix this?

GarrettDS
Community Specialist
Community Specialist

Hey there Wee, 

I'm sorry to hear that you're still experiencing this issue. If you have sent in feedback through the app to our team, they will continue to investigate this issue for you. 

Unfortunately there isn't an ETA on this but we will continue to provide information here as soon as we get any more. 

 

Please let me know if you have any other questions. 

Best regards, 

Garrett DS

Wee
Community Member

Hub Max did not used to function like this. And this has been an issue now for many, many months. One would think this is an easy fix to revert the functionality back to the way it was.

 

Streaming any kind of video on the Hub Max should NOT render the build in Nest Cam disconnected and useless. Otherwise what is the point of paying the premium to have a hub max with the built-in Nest Cam if it doesn't work half the time or any time the Hub Max screen is in use.

 

This is also a HUGE safety concern as it's super easy to effectively disable the Nest Cam by simply using the screen.

Masterbrowser
Community Member

Hi 

I'm experiencing the same issue. When streaming a doorbell camera on my nest max, de nest max becomes offline in the nest app. It also stops recording. I'm already a long time a big fan of these products, but this is a issue and must be resolved. I don't anderstand why it takes long to fix this issue. It's a shame!

It's really silly that they won't fix it. It didn't used to be like this. It's possible that it has something to do with them working on trying to migrate ALL the Nest App features fully over to the Google Home app but that migration is also more than a year overdue and they don't have a good track record of keeping things stable. With Google it's a constant onslaught of data collection & AI improvements and less about stability, usefulness and longevity.

 

What's the point of having a Nest Hub Max with a screen and camera if using one disables the other. It's really quite dumb. It didn't used to be like this. At some point they'll come out and say the camera is disabled as a security feature or something.

Masterbrowser
Community Member

It's a shame! And i also pay for the Nest subscription. But any service?? No.  This is really bad google... as security system it fails with this.

pretty sure it's not an "issue" and this is how they have re-designed the software now which is really concerning. If you have something like YouTube TV running the camera will still work, as soon as you stream another camera a notification pops-up that says "camera is disabled" so clearly Google has done this on purpose but acknowledge they did it on purpose and have therefore diminished the value of the product we paid for.

TeannaPaige
Community Member

I’m also very disappointed in this “issue”. We use our google hub max to view the camera in our boys’ room and it is on the screen most of the day which means that the google hub max camera in our kitchen has become basically useless. What a disappointment. It wasn’t like this when we first bought these products. Seemed to have become an issue around Feb-May of last year. 

Wee
Community Member

Same issue here. I have 4 Nest Hub Max in the house, which we use the screens as baby cam monitors for the kids while taking naps (Nest Cam IQ in the bedroom) and then the Hub Max camera should be serving as security cameras in the other areas of the house however every time activate the Hub Max to stream the nursery camera they cut off. The product literally worth no more than a regular Nest Hub on sale for like $80

Jake
Community Specialist
Community Specialist

Hey all,

 

Sorry for the late reply. I wanted to follow up and see if you are still in need of any help? Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

Wee
Community Member

this has not been corrected by Google yet. Doesn't appear to be a glitch and is more of an update and purposeful (yet stupid) feature change they did to the Hubs.

 

Disabling the Nest Cam when using the video screen is idiotic at best.

Masterbrowser
Community Member

Indeed, this stupid issue is still happening!! Don't understand why this isn't corrected  yet. HELP!

Jake
Community Specialist
Community Specialist

Hey all,

 

Sorry again for the late reply. I wanted to check in and see if you are still in need of any help with your device? Do you mind me asking what troubleshootiong steps you have already tried? Please let me know, as I would be happy to help and answer any questions you may have.

Best regards,
Jake

Wee
Community Member

Jake,

 

This isn't a matter of troubleshooting and resolving a glitch. Google has changed the feature of the device and disabled The nest cam while the screen is displaying any type of video. This is a poor choice of a software update on Google's part. What we would like is an update on when they plan to correct the feature and allow for the nest cam to be operable while the screen is displaying video

You're Right Wee! That's all we need!! Please Google, come on!

kkygeek
Community Member

I was wondering if I was the only one bothered by it. I'm glad some others are voicing their dissatisfaction as well. This issue is ridiculous and seems to be by design. I do like Google products but sometime they can be aggravating with how they decide to do things in a non sensical way. I've been thinking switching for a while now with all the issues we keep encountering.

Wee
Community Member

It is a 100% by design and the most nonsensical feature to date. What is the point of paying for a built-in Nest Cam for it to only be non-functional half the time.....and Google will say "it's because of user privacy" or some other PR rhetoric. The community specialist in here aren't much help because they're not engineers or Google hardware employees/contractors -- they're just Google fans/users like you and I (unless one of them wants to say otherwise).

 

We're all likely beating our heads against the wall about it. Best thing to do also is everyone go into the Google Home app and or use Google Assistant to "give feedback" and send a complaint direct to Google.

 

@Jake 

kkygeek
Community Member

Still hasn't been fixed. So many Google great features going down the drain the last few years. I'm up to the point that I don't want to buy any Google products anymore. Completely lost confidence in their ability to deliver. 

Wee
Community Member

unfortunately....you are not wrong. And no one here can actually help or inform the hardware team of their faults or shortcomings. Google knows what they did, they just don't want to acknowledge it and won't tell consumers because it's probably for a silly reason.

 

This is always the hardest part with Google hardware products and their engineers, is making changes to features that were exceptional or great and taking them away for some random reason or because a survey told them users don't need it😤☠️

Yeah same here. And also at this moment my Hub Max doesn't work anymore. I think it is bricked because i only see a G-logo. Cannot reset it to factory settings too. I created a ticket and don't get any respons from Google. I'm not happy.. I've 4 nest audio speakers, 3 nest HUB, 1 nest hub MAX,3 doorbells, 2 nest mini's and 3 nest protect. I'm sorry but this all cost a lot of money and the services is sheit.