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Nest Hub Max camera won’t work

Rdianco
Community Specialist
Community Specialist

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original poster: Dave Horvath 6565 

 

Deleted Nest Max from my home

I have done a factory reset 

Turned off and on the unit from the power switch
Turned the camera/mic privacy switch off and on
Attempted to turn on on home monitoring from the setting but it keeps turning off after 2 seconds
Tried turning the camera on from Google Home app, Nest app and from the Nest Max
20 REPLIES 20

mudfoot
Community Member

I have the same issue--it worked for a day or two when I first set it up, and now, no matter what I do, it won't connect

Dave
Community Member

were you able to turn on home monitoring in the app mudfoot?


The camera does work , if I start a Google meeting it turns on but I cannot view it from the Google home app or even view it on its screen 

Erock
Community Member

I have the same exact issue and have tried all of the the steps you have mentioned. Hoping someone can help with this. I haven’t been able to find any workable solutions so far. 
The fact that home monitoring turns itself off after a couple seconds seems the likely culprit. Just no idea why this happens. 

Johno
Community Member

I have the same issue. Tried everything other than Factory Reset. Surely not being able to turn on the Home Monitoring button is a glitch. Google please help..!!

Dave
Community Member

I even had my unit replaced under warranty to make sure it wasn’t the max that was the problem , I’m also waiting on level 3 support to get back to me but I have been waiting for a around a week now 😢

Dave
Community Member

Issue is with ios

i set it up again with a Samsung s10 and it works even on my iphone

Erock
Community Member

Did Google provide that solution? Or was it just a lucky hunch on your part? 

I hope that’s not completely true, because I don’t have any way to set it up on a non iOS device. 

Dave
Community Member

It’s was my hunch

ive had no problems with it on my iPhone since I set it up with my android 

Kris
Community Member

My wife uses video for calling (for piano lessons), and it worked great until a few months ago. Now camera is always off. I read in April about a big, but there has been plenty of time.  I'd think with all the extra COVID precautions people would need video call more than ever. And yes, security monitoring is also tied to the camera and also does not work regardless of restarts, refreshes, resets, etc

GeoffT44
Community Member

Been having the same issue but followed Dave's "hunch" and set it up on my Chromebook - worked OK and is now working on my iPhone.

Strange but it's a solution - seems to be an iOS issue.

Erock
Community Member

Thanks for mentioning the Chromebook....I didn't realize you could use the Google Home app on that. I factory reset my Nest Hub Max and set it up with a Chromebook. Works perfectly. 

Thanks Dave and Geoff for the help solving this. 

ai
Community Specialist
Community Specialist

Hello DaveErockJohnoKris, and GeoffT44,

Thank you for your patience with us! We've created a case for each of you regarding your issue to send to our support team. Be on the lookout for an email from us in your inbox soon. 
Much obliged,
Ai

maverikhp
Community Member

Mine just stop working today, tried all the above.

I have Google home app on an Android device, Samsung s10+.

Hope for a solution soon.

frances
Community Specialist
Community Specialist

Hi maverikhp,

 

Thanks for reaching out as well. I have made a case for you so that you can receive more help from the support team. This will be sent to the email address associated with your community profile. Your Case ID is: 7-5478000031633. 

Ed
Community Member

So since the Hub max arrived in built camera has not worked. I am getting to the point of wanting my money back on this. I spoke to a member of "customer service" who went through everything with me. We tried swiping up and camera was enabled, we checked the button on the back, several times and the camera does not work even when the unit says "camera and Microphone are on". I was promised a more senior support tech would call me back, that was last week and still not heard anything.

 

Has anyone else had the same issue, or does anyone know how to get a person from google to actually help their customers?! 

 

Thanks

Rhonda
Community Member

I have the same issue.  I’ve turned off my router, I’ve rebooted and still the camera does not work.  What number can I contact someone.  I’m in Canada 

frances
Community Specialist
Community Specialist

Hi Ed,

 

Thanks for reaching out. I looked into your case and saw that you and the support team have been emailing each other regarding this issue. 

 

They emailed you on September 16, 2021 and are waiting for your reply back. 

frances
Community Specialist
Community Specialist

Hello Rhonda,

 

Thanks for your message. I do not have any phone number for Google Nest/Home support, but your best bet would be filling out this Google Nest Support Contact Form. The support team will be able to look into this issue, file a case for you, and discuss the next steps with you.

 

Thanks for your patience. Please let me know if you have any other questions or concerns. 

Ana
Community Member

I am having the same issue. I’ve done the reset. Removed it from my account and reset it again and my camera is still offline. 
I am really unhappy. 

frances
Community Specialist
Community Specialist

Hi All,

 

We haven't heard any updates from you. I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread or contact the support team with your case ID, we'll all be happy to help.