Nest Hub Max camera won’t work

[Rdianco]

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

[mudfoot]

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]

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]

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]

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]

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]

Issue is with ios

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

[Erock]

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]

It’s was my hunch

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

[Kris]

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]

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]

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]

Hello Dave, Erock, Johno, Kris, 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]

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]

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]

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]

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]

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]

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]

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]

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.