Nest Hub Max camera not available on ADT plus App.

[truebeliever]

ADT plus app set up and I confirmed with telephone support that a Nest Hub Max purchased from ADT will display the camera on the ADT plus app. My previously purchased Nest Hub Max will operate alarm functions, but the camera will not appear on the ADT app- not even a “limited availability" window shows up like it does for my first gen cameras. ADT support told me they have no information on this for previously purchased Nest Hub Maxes.  They gave me a Google support number but I thought I would try here first. 

[MplsCustomer]

@truebeliever 

Are you saying that your Nest Hub Max and your cameras are in the same Google Nest "home/structure" on the same Wi-Fi network, but you cannot select your camera on your Nest Hub Max and livestream it, and it does nothing when you say to your Nest Hub Max, "Hey Google, show the XYZ camera"?

[truebeliever]

No. I cannot select the camera on the ADT application.  It’s fine on the Google Home and Nest apps. It means that ADT can’t see it either in an emergency which is part of their marketing to lure us over to their alarm system replacing Nest Secure. 

[Juni]

Hi folks,

Thanks for the help here, MplsCustomer.

truebelieve, thanks for reaching out, and sorry for the delay. While we don't have the specifics, our friends at the ADT support team are the best team to help you find out the compatibility of their device with Nest devices.

Regards,

Juni

[truebeliever]

I already worked this through ADT tech support. They did not have any available information on why a Nest Hub Max purchased from ADT would work differently from a Nest Hub Max purchased from the Google store. ADT suggested I contact Google support for this issue. 

[MplsCustomer]

@truebeliever 

Well, THAT'S frustrating. You would think that since Google Nest and ADP are jointly selling their products together, they would jointly work on support.

[Juni]

Hi folks,

truebeliever, to confirm, you have another Google Nest Hub Max that was purchased from ADT that works on their app, is that correct? If this is the case, could you please tell us the firmware version of both Nest Hub Max? Check out the steps below on how to get it:
 

1. Make sure your mobile device or tablet is linked to the same account as your speaker or display.
2. Open the Google Home app .
3. Touch and hold your device's tile.
4. At the top right, tap Settings Device information.
5. Under "Technical information," find Cast firmware: X.XXX.XXXXX.

Appreciate the assistance here, MplsCustomer.

Thanks,

Juni