Nest Hub Max camera stopped working

[Twinkletwilite]

I have the same camera issue with my Nest Hub Max as so many before me. I used it for Google Meet calls with family. The device is about 2 years old.

For about a year, the camera has been having issues not turning on during a Google duo call. I'd restart the call and it would work. Later, it stopped working altogether. I factory reset, removed the device from my Google home and re-added. It worked for awhile. Now it's stopped working again and a factory reset and re-add did nothing. The camera doesn't turn on at all. 

It doesn't turn on in the Nest app either. I do not have a Nest doorbell (I read some posts saying there might be interference with the two devices).

Pretty frustrated. Can anyone help me?

[BudLightYear]

I have the same issue, I have removed the device, factory reset, added by way of the +add button, and hub updated and still, the camera is not functioning. Even after removing the camera force resetting and reinstalling, there is a still image in the NestApp from days prior but the camera will not connect even though the hub max is saying the camera is on and being viewed. I have Google wireless doorbell, cameras, and mesh. #Frustrated... 

[Muddi]

Hello folks,

Sorry for the late response. I know how it feels when you're having issues with the camera while watching a video using our Google Nest Hub Max. To confirm, are you using it for Google Duo or Meet? Does it happen to all video calls? Is the built-in camera working on its own? How far is the Nest Hub Max from the router? Have you tried connecting the Nest display to a different network to see if you have the same issue?

Looking forward to your response.

Cheers,

Muddi

[Twinkletwilite]

Hi Muddi,

I think my Nest Hub Max now runs Google Meet so it would be Google Meet I'm using it for. The camera never works, whether for calls or as a security camera. I have the Google Mesh with 2 routers and my Hub is maybe 15 feet from one of them with no walls in the way. I haven't tried connecting it to a different network yet. I don't have a convenient way to do that. Internet connection is fine though. My husband makes sure we have fast internet for his gaming. I can ask Google to search the internet with my Hub and stream music just fine.

[Muddi]

Hey Twinkletwilite,

Thanks for the information. Let's go ahead and factory reset your device to refresh all the settings on the Nest Hub Max. Please note that this action will clear your data from the device and can't be undone.

Follow the steps below to reset your Nest display:

1. Save any important footage from your device's video history.
2. Remove your Nest Hub Max from the Google Home app.
3. On the back of Nest Hub Max, press and hold both volume buttons together for about ten seconds. Your Nest Hub Max will let you know that it's resetting.

Let me know how it goes.

Cheers,

Muddi

[Twinkletwilite]

Hi Muddi, I've done that already. It didn't work.

[Muddi]

Hey Twinkletwilite,

What is the firmware version of your device?

Cheers,

Muddi

[Twinkletwilite]

Hi Muddi, mine says

"Chromecast firmware version" 1.69.362882

"Software version" 52.94.21.547883872

"Fuchsia Version" 11.20230306.3.135

[Muddi]

Hello BudLightYear,

What is the current firmware version of your Google Nest Hub Max?

Cheers,

Muddi

[BudLightYear]

Hi Muddi,

mine is running the same

[BudLightYear]

Chromecast firmware version" 1.69.362882

"Software version" 52.94.21.547883872

"Fuchsia Version" 11.20230306.3.135

[BudLightYear]

Chromecast firmware version" 1.69.362882

"Software version" 52.94.21.547883872

"Fuchsia Version" 11.20230306.3.135

[Juni]

Hi folks,

Thanks for the additional details you’ve shared. If possible, could you both try to set up your Nest Hub Max using another network and observe if it makes a difference? 

I look forward to your responses.

Regards,

Juni

[Juni]

Hi there,

I just wanted to follow up to see if you still need our help. Please let us know, as we would be happy to answer any questions you may have.
 

Thanks,

Juni

[Twinkletwilite]

Hi Juni, I can't find an easy way to set up the nest hub with a different network. Is there something else I can do?

[Juni]

Hi Twinkletwilite,

Understood. Please provide the firmware version of your Google Nest Hub Max and the software version of your Google Home app.

Keep me posted.

Best,

Juni

[Twinkletwilite]

System firmware version:  11.20230306.3.135

Cast firmware: 1.69.362882

[Juni]

Hi there,

Thanks for the additional info you've shared. 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.

Regards,

Juni

[Twinkletwilite]

Submitted the form!

[Juni]

Hello Twinkletwilite,

We got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon.

Thanks,

Juni

[Princesss]

Hey Twinkletwilite,

I've seen that you have been assisted via email. I'll consider this post as complete and let's continue working on that channel so we can assist you further. Feel free to start a new topic anytime you need assistance with your Nest devices and the Community would gladly lend a hand.

Best,

Princess

[BudLightYear]

Hi Muddi,

I have tried all of these steps and still having the issue. The camera will come on for a few minutes and then goes right back to not working. Could there be somthing wrong with the hub in general?