Nest Hub Max camera offline for over half a year and no solution from Google!

[Kinyl]

When will this get resolved? After performing all the steps requested dozens of times including closing my eyes and opening them again this product does not work!

"I'm sorry that it is still not working. Our engineers are still working on a fix for the built in Nest Cam.

We will let you know as soon as the fix for the issue is available."

is not acceptable when you have been charging for a subscription, which increased by 20% recently!

It appears some users had this issue close to a year and yet there is no idea what the issue is and no solution offered. The least you can do is offer to reduce the Nest aware subscription till you have a solution or offer a replacement.

[MplsCustomer]

@Kinyl 

I've been watching posts on this for a long time now, because we also have a Nest Hub Max. It's odd that the problem affects only some customers; ours is almost 2 years old now, and works fine. Is it a hardware defect? Or are there some circumstances that trigger the problem? Either way, Google Nest should have had an answer by now.

[Kinyl]

It is strange how it would suddenly go offline for no reason. I've had this one for maybe 3 years now. As it rarely moves I wouldn't expect a hardware issue, but you would expect Google to be able to identify this if it was. The 2nd Nest Hub Max which is about 2 years old, also kept going offline but eventually resolved itself after a number of factory resets.

Google have been unable to identify the issue and have gone quiet.

Not the kind of quality or aftercare I'd expect from such a large company.

[Juni]

Hi folks.

Thanks for the help here, MplsCustomer.

Kinyl, thanks for reaching out. That certainly hasn’t been easy for you. Let’s check out what’s going on. A few questions: did the built-in Nest Cam work before? 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? What LED lights appear on the Nest Hub Max? Also, 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

I look forward to your response.

Regards,

Juni

[Kinyl]

Hi

It did work for a long time, till beginning of the year when the cam went offline. 

When setting up the Nest cam after the hub was connected it fails to contact Google. The nest cam is then shown as offline.

Every factory reset ends the same

way.

[Juni]

Hi Kinyl,

Thanks for the details you’ve shared. Try to create a new home structure and set up your Nest Hub Max there, then observe if you will get a different experience. Make sure to delete the Nest Hub Max from the current home before doing the factory reset. See the steps below on how to create a new home structure.

1. Open the Google Home app .
2. At the top, tap Add .
3. Tap Create new home.
4. Follow the steps.

Note: You can have up to 5 homes in your account.

Thanks,

Juni