Nest Hub Max camera will not complete setup

[Farhawk3]

Hub is connected but not camera. Camera setup fails (pressing "Set up Nest Cam" button). Failure point is at step when the Hub displays a QR Code. The Home app shows a spinning progress circle but it never brings up camera, just times out.  I  think I've tried everything. Moved hub to a new home, new network, full factory reset of Hub, restarted Home app, updated camera app - nothing seems to work.  Network connection is good to the hub and hub and phone are on same network. I even believe I've even tried forcing the router to 2.4Ghz for all devices during the setup process. Nothing helps. I have an original Google Home and a mini set up and working as well as the hub. Just the camera setup that fails. Frustrated. Is my hardware bad? 

[Deniz_K]

I don't think you are alone here.  This morning I received a notification "camera removed from your account".   The camera in question was the Google Hub Max.   I use to be able to turn it on and off, use it as another camera as I have a nest aware plan.  This option is now completely gone.  I had unlinked the device, hard reset the device and reconnected to the Home App again.  Anything to do with the camera function is not working anyore.  

[Joekymandwife]

I try to go on the app to look at the camera set up within the nest hub on the google home app but it keeps saying camera unavailable even though I can see it on the hub it’s self. Has never been a problem before and I’ve tried everything google said and the home app. 

[Deniz_K]

Check if you received a notification recently stating "Camera remove from your account".  That is what I received, however the device was still working without camera features.  Not sure if that was by design or bad firmware/softwre push that broke it.

[EduardoN]

Hi there,

Thank you for reaching out to the community! I'm sorry to hear you're experiencing camera issues with your Google Hub Max, including QR code timeouts during initial setup and the sudden loss of camera functionality after a 'camera removed from your account' notification. I understand how frustrating this can be, but don't worry, I'm here to help!

@Farhawk3, I really appreciate you detailing all the troubleshooting steps you've already tried; that's incredibly helpful to know.

I'd like to ask you a few questions that will help me to share additional troubleshooting steps:

• Did the built-in Nest Cam work previously?
• When did the issue first start?
• What LED indicators appear on the Nest Hub Max?
• Could you please check if the customer has also attempted to set up the Nest Hub Max using the Nest app?
• What’s the firmware version of the Nest Hub Max?
  
  • Swipe up from the bottom of the display's screen.
  • Tap Settings settings > Device information > Technical information > Firmware version.
• What’s the make and model of the mobile device you used for the setup?

Let's start by checking the following:

• Make sure the Nest Hub Max isn't in Privacy mode. (At the back of the Nest Hub Max, the switch displays orange when Privacy mode is on).
• Reboot the Nest Hub Max.
• Remove the offline or unused devices from your home structure.
• Force close the Google Home app > wait 5 seconds > reopen the Google home app.
• Create a new home structure.
• Factory reset the device > attempt to set up the device again in the new home.

Please feel free to share any additional details you think might be relevant.

 
Best regards,
Eduardo

[Cow1]

I was having the same issue. A force stop on Google Home App fixed the issue. 

[Cow1]

I was having the exact same issue. A force stop of Google Home App fixed the issue. Spinning progress circle became cam scanner and all was fine from there. Good luck! Hope it works for you.