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Nest Hub Max camera not working

sncsy
Community Member

Hello,

I’ve had this device about a year. Recently, the camera stopped showing video in the Nest app. It just spins and never shows anything. 

I tried restarting the device, to no avail. Finally, I completely removed the device from the Home app and did a factory reset. I re-added it as a new device and successfully enabled the Nest cam via the Home app. 

Even then, the camera will not work. In the Nest app, it shows a frame from weeks ago and when I click on the video, it again just spins and never shows a live feed. It hasn’t added anything to Nest aware in days. 

I’m about at my whit’s end. Any suggestions?

11 REPLIES 11

BennettG
Community Member

I am also having the same exact issue. Factory reset the hub max three times, reset the home app, and the camera keeps saying it is offline. 

Follow these steps carefully:
Completely remove the nest hub Max from the Google home account.
Reset the hub Max. You could also restart your phone for good measure.
Open the Google Home app. 
After the Google max is successfully added to your account, you will need to set up there camera again.

 

Regards,

Rachel Gomez

Thanks, Rachel. I’ve done that twice already. 

Hi folks, 

 

Thanks for reaching out.

 

We're sorry to hear about your experience with your Google Nest Hub Max. Since you mentioned that your camera keeps on telling that it is offline, could you please try these steps?

 

  1. Make sure the Nest Hub Max is not in Privacy mode. 
  2. Reboot the Nest Hub Max.
  3. Force close the Google Home app wait 5 seconds.
  4. Reopen the Google Home app .

If this still won't fix the issue, let's perform a complete reset and set it up again to see if this would make any difference.

 

Keep us posted.

 

By the way, we appreciate all the help, RachelGomez123.

 

Best,

Princess

sncsy
Community Member

Hi Rachel. I’ve done this, as well as a complete factory reset twice and the camera will never display live video (despite the green light being on).

Princesss
Community Specialist
Community Specialist

Hi everyone,

 

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

Muddi
Community Specialist
Community Specialist

Hey BennettG,

 

Thanks — we got your form and has sent it over to our team for review. Please check your inbox from time to time as someone will be reaching out to you. Also, please be advised that this thread will be locked after 24 hours.
 

Cheers,

Muddi

I've done all of this and the camera still won't work.

BennettG
Community Member

I took this to the extreme... I factory reset my phone, my Google Wi-Fi, and hub max, fully deleted the Google Home profile for my home (deleted all devices from home and then removed the home from my account), switched internet providers, and moved the hub max next to my wifi to ensure  good signal. I basically started fresh with everything. I can pair the nest max to my account but the Nest camera will not work. There's nothing more that I can try based upon what I did already. This is clearly an problem on the Google side.

Muddi
Community Specialist
Community Specialist

Hey pfsualum and sncsy,

 

We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel.

 

@BennettG: Have you had the chance to fill out the form?

 

Cheers,

Muddi

BennettG
Community Member

Just filled the form out. Still not working.

Thank you,

Bennett