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Nest Hub Max camera won’t work

Shon
Community Member

My Nest Hub Max camera won’t work. It was working fine until about 2 and 1/2 weeks ago. I was using it for Google Duo, and also for nest camera home monitoring. Now it does not show up on my Google home or on my Google nest app. I tried resetting the router, resetting the hub max, going through all the settings, and still the camera does not work. I went through the threads listed here and it appears that many other people have had this same problem, but an earlier thread addressing the issue was closed. I could not reply to that thread and so I'm starting a new thread at this time. The problem is, I received this as a Christmas present less than 1 year ago. I do not have the receipt or proof of purchase, therefore I cannot go through the normal warranty or claim steps.

 

Edit: Here is the solution. Follow these steps carefully: 

1. Completely remove the nest hub Max from the Google home account

2. Reset the hub Max. You could also restart your phone for good measure. 

3. Open the Google Home app. DO NOT SELECT "SET UP GOOGLE MAX" ON THE HOME PAGE. Instead, use the "+" symbol in the top corner and then select "set up device". Follow the instructions and add the Google max to your account again. 

4. After the Google max is successfully added to your account, you will need to set up there camera again. Go back to the Google Home app homepage and in the middle of the page you will see the option to "setup hub Max camera" (or something similar). Follow those instructions and your camera should be working again. 

If this method doesn't work, another method that somebody reported trying was to uninstall all of the Google Home devices, including door locks, cameras, security, etc.  

 

1 Recommended Answer

M1keS
Community Member

.....I spent several hours going round round and round with this,  then eventually got it working.

Here's what I did.

1. Factory reset the hub max

2. Remove the hub max  from Google home app

(rebooted  the phone with the home app, probably not nèeded)

3. Click + to add new device in the Google home app.

When It detects the hub max , I selected that, but also noticed there was also an extra  option to 'set up as a new device', so I selected that.

Follow through the setup screens, and when it's complete  select the hub max in the Google home app. Then select the "setup nest cam" option. Follow those instructions, and then it , finally, worked!

 

So the only thing I did differently was to select the 'setup as a new device' option on the home app after it detected the hub max (despite having done a factory reset)

View Recommended Answer in original post

187 REPLIES 187

Thanks phoopsta!  Life saver.  Agree very annoying that Google don’t fix, or at least know their products well enough to tell you.

Aramis
Community Member

Am wondering if this will work for me, and whether your situation is similar.

I purchased the nest hub max.  Camera worked fine at first.  I then purchased 3 mini speakers, a max speaker, and a doorbell.  I installed them all.  But likely played around with the max hub at some point.  Now the camera is not working on the max hub, but everything else about it seems fine.


Do you suggest that i uninstall all devices, then re-install the hub first, followed by the other devices?

Gavinlr3
Community Member

That is what I did following what phoopsta suggested and it worked and is still working.

EazyE
Community Member

This worked for me but with one caveat.  I deleted everything in Home except my Google Wifi Router Points (besides the hub max and routers, I only have a Nest Doorbell and a smart things tv so far).  Then, when I added the Max, the camera began working (I could see the green light coming on for the first time).  However, it was still telling me that it was offline in the home app, and I couldn't view anything.  At this point, I rebooted the router connected to my modem, exited the home app, re-entered and only then was I able to view anything via the Max's camera.  Still need to try to get my doorbell working again.   Thanks Phoopsta 

EazyE
Community Member

Just to follow up on this, after I removed the devices from Google Home and added back the Hub Max and got it working, I was able to successfully add the Nest Doorbell Battery device from scratch (removed the doorbell/rescanned the qr code again, etc), and they come continued working. It's been a couple weeks without issue yet.

Hey, I had to do this when I installed the nest doorbell as I couldn’t get the camera to come up on it. Do you have the doorbell and if so when you migrated all the appliances again did the doorbell and the nest hub work together?

Yo
Community Member

I am in the same boat. It was working then I changed my main router and the camera is always offline. The physical camera must be working as the face detect works when i walk into the room.

Nick1021
Community Member

Same thing here. I am 100% not removing all of my devices then doing it over again. I have about 50-60 devices, switches, etc. no way

 

google fix this!

 

i miss nest so much!!!

tacogy3
Community Member

I just bought a Nest Hub Max and I am having the same issue. No matter what I do, I am unable to get the camera to work in the apps. Just keeps telling me its offline. I have even tried a factory reset which didnt help. The Home Monitoring features selection in the Google Home app wont let me switch it to on.

How is there not a solution for this yet?

Crossy
Community Member

Same here, won't let me turn on home monitoring. This is the only reason I purchased  it in the first place. Google need to sort this out soon or I'm returning mine. 

TLunn
Community Member

Found this solution on Reddit:

 

This happened to me and I realized the camera was turned off somehow. If you swipe up from the bottom on the device, there’s a camera button that will turn off the camera but still allow you to use the voice commands.

EazyE
Community Member

I'm having the same problem.  Mine is brand new out of box.  Camera won't turn on.  I've restarted the router and the hub max. I've removed the device from home, factory reset the device and started over.  Google assistant is completely set up.  Camera/mic switch set to on. Camera button on the display is set to on.  No avail.  Will try Phoopsta's suggestion and remove my nest doorbell first.  What a hassle.

frances
Community Specialist
Community Specialist

Hi All, 

 

Thank you for sharing your feedback and solutions. 

 

Could you also try these troubleshooting steps in this order?

  1. Open the Google Home app.
  2. Tap on Google Nest Hub Max, then Settings.
  3. Remove device.
  4. Factory reset Google Nest Hub Max.
  5. Set up device and camera.
  6. Open the Nest app (switch to correct home/structure).
  7. Tap on Nest Hub Max camera and agree to terms (if prompted).
  8. Confirm if able to view live stream from Nest app.
  9. If so, check the stream on Google Home app, and by navigating the display. 

 

If the issue is not resolved, please send in feedback using the keywords, "Nest Hub Max camera offline" from either your device or the Home app. You can check out this article for more information on how to do so.

 

Also, please keep me updated, I look forward to your response. Let's get this issue resolved! 

M1keS
Community Member

I have this problem too. Tonight I noticed my hub max was stuck rebooting (the spinning logo just going round and round). So I did a factory reset then added it back to my home app.

All is working OK except the camera now does not work. 

Trying Nest and Home apps both just say  the camera is offline. (everything else works just not the camera)

M1keS
Community Member

.....I spent several hours going round round and round with this,  then eventually got it working.

Here's what I did.

1. Factory reset the hub max

2. Remove the hub max  from Google home app

(rebooted  the phone with the home app, probably not nèeded)

3. Click + to add new device in the Google home app.

When It detects the hub max , I selected that, but also noticed there was also an extra  option to 'set up as a new device', so I selected that.

Follow through the setup screens, and when it's complete  select the hub max in the Google home app. Then select the "setup nest cam" option. Follow those instructions, and then it , finally, worked!

 

So the only thing I did differently was to select the 'setup as a new device' option on the home app after it detected the hub max (despite having done a factory reset)

Shon
Community Member

Thank you! This 100% worked for me. I followed all the steps, removed the display from my Google home, factory reset the display, and restarted my phone  (just to be on the safe side ). I then went to the home app and used the "plus"  button in the corner of the app to add the display as a new device. After I added the display, the option for "set up nest cam" popped up. I set it up just as instructed. BOOM! NOW MY CAMERA WORKS!!! It works in my nest app as well. I did not have to uninstall all the devices in the house, only the display. I would recommend anybody try this method first, and if it does not work then try the other method of uninstalling all of your devices.

Abe
Community Member

Ive tried everything on this thread.   Nothing works.  Just keeps saying that I cant connect to assisting device.  Im so done with this and ready to throw this google max hub in the trash.  Google is garbage.

Crossy
Community Member

I sort of found a solution to the dreaded "cannot find assisting device", I removed all other nest devices( did not reset them just removed them from the home, in the app) then reset the display and set it up again, this time it installed without a hitch, then Added back all the other nest devices.  Worth a try

NathanM
Community Member

I had the same problem with the Nest camera on my Nest Hub Max.

The problem was solved after I deleted the Nest Hub Max in the Home app, and I reinstalled it.

ccmulder
Community Member

Thanks for that I spent a few hours trying go get Google Nest to install the 3rd generation learning thermostat with no success looking for solutions everywhere.  Amazing that I have a few dozen other wifi stuff connected (Kasa plugs, switches, bulbs, U-Tech door lock, Eufy doorbell, Chamberlain garage door app, Harmony remote app) all fine in Google home but I could add a GOOGLE THERMOSTAT!  Their Home App and Nest leave much to be desired not to mention the Thermostat app in Nest it rudimentary--not customizations of what it displays really. 

Margo2512
Community Member

Unfortunately I’ve done this ten times over and didn’t work for me. Even deleted the whole home app and re-added everything as advised by google then when the whole thing went down after they guaranteed me it would work they said ring nest 🤦🏽‍♀️ I have given up in the end as this is clearly a software glitch that they can’t be bothered to fix 

JohnCuser
Community Member

Followed these steps, still not working. Nest hub max cam does not work. Nest doorbell cams are working. The nest hub max cam stopped working after I installed the doorbell cams. 

Crossy
Community Member

Did all of that as well, everything went fine, until the nest camera setup. It stalled and as usual, won’t enable home security again. There has got to be something wrong with these to have so many people with the same problem. 
(Do google even read these ? Seems we are all just answering each other )

Didn’t work forxme

Plunkstar
Community Member

I did this and it didn’t work. I started a new home, and it didn’t work. My doorbell camera isn’t working, and I just purchased the Yale lock for use with Google home and I’m worried that isn’t going to work. I purposely chose an all-Google system for compatibility. I’m about to return it all. 

Krysta3000
Community Member

Having same issue. Did the factory reset and add new device still not working

This forum's threading makes it hard to find other suggestions.  I posted detailed instructions here - please follow them to the letter and it really should work.

Crossy
Community Member

Having a similar issue except mine has never worked from new. Tried ALL solutions posted here and other forums with no success at all. Can’t enable home monitoring, switches on then immediately off again. Camera will work in FaceTime/phone type applications only. Obviously it is either a software issue or a bandwidth issue for me, but google refuses to acknowledge my problem ( or even reply). I only purchased this max display for the home monitoring features. Otherwise it is no better than the regular display(only bigger).   

Yo
Community Member

OK managed to fix mine by removing my nest door bell battery. After I did this it could properly add nest with the max and then re -add the door bell .

Cap132
Community Member

Having all the same issues as above, ie: camera stopped working a few days ago, and we've had it for well over a year with no trouble. Also, have tried all the above steps short of deleting everything and starting again and no luck. The camera is clearly working because it says good morning to me, but unable to view the camera feed anywhere (nest app or home app). 

Shon
Community Member

 1. completely remove the nest hub Max from the Google home account

2. Reset the hub Max. You could also restart your phone for good measure. 

3. Open the Google Home app. DO NOT SELECT "SET UP GOOGLE MAX" ON THE HOME PAGE. Instead, use the "+" symbol in the top corner and then select "set up device". Follow the instructions and add the Google max to your account again. 

4. After the Google max is successfully added to your account, you will need to set up the camera again. Go back to the Google Home app homepage and in the middle of the page you will see the option to "setup hub Max camera" (or something similar). Follow those instructions and your camera should be working again. 

 

If this method doesn't work, another method that somebody reported trying was to uninstall all of the Google Home devices, including door locks, cameras, security, etc.  I think if you try my method, it will work as it has for many others. 

AJR2094
Community Member

Me too…

Nick1021
Community Member

Finally got mine to work!

 

I set it up with the + on the top left corner. I didn’t click the “Setup Nest Hub Max” in the middle.

 

and now my camera works

Nick1021
Community Member

Got mine to work by not clicking the “setup Nest hub” button on the main screen. I used the + and added it that way.

Hykingo
Community Member

My Nest Hub Max is brand new. It is able to connect to home network and play YouTube music through my phone. But the Nest Cam never worked!!!! It just keeps saying is off line or giving me the spinning wheel trying to connect but nothing. I have tried everything suggested her,  but it still does not work. 

Google, any other suggestions???

GChris
Community Member

Same things for me!

Brand new!

Work fine with google duo but never get him online. 

 

 

 

Tproveau
Community Member

I loaded a Google Nest Hub version 2 first for a few days then bought and loaded the nest max. The Max is working OK so far except the camera does not follow you around like it's supposed to when using Duo? I don't want to mess with it however as you all are having such a time with it! There was an update today that ran and had to be unplugged a couple of times during it because of network error!

Rujo1955
Community Member

Hey I had this same situation when I factory reset my Hub Max (I did this because it was not showing the same device configuration in  my Google Home that my phone was).    I tried many times but failed to get the Nest Cam back online.   I also didnt want to uninstall/remove any other devices to fix this - that sounds dumb.   So, I factory reset the Hub Max one more time but this time I installed into a new Home.   When I did this, it complained that the device was still part of the old Home.    Surprise, the device that remained had a Nest Cam icon and was showing me the Nest Cam all by itself and offline.    I decided to remove the device (it warned that all history will be gone but I took that chance).    Voila, when I went to re-add the Nest Hub Max, this time it installs the Nest Cam and everything was back to normal (and I dont see anything missing - maybe because I have a Nest Hello and it was keeping the Face Recognition data and Nest Aware subscription alive)

This sounds like a a way better way around this issue.

Sherjado
Community Member

Didn’t work! 😒

HoboDO
Community Member

I had to uninstall the Nest Doorbell and Nest Hub Max.  Then I installed the Nest Hub Max FIRST and set up the NEST Camera on the Hub and made sure it worked.  Then, and only then, I installed the Nest Doorbell last.  This seemed to have fixed everything.  Whew!!  I hope this helps someone.