cancel
Showing results for 
Search instead for 
Did you mean: 

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 ACCEPTED SOLUTION

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 solution in original post

67 REPLIES 67

frances
Community Specialist
Community Specialist

Hi Shon,

 

Thanks for reaching out. First, I appreciate you taking the time to try a variety of troubleshooting steps. I understand your concern with your Google Nest Hub Max camera not working. 

 

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: 8-3687000031822. 

Gavinlr3
Community Member

I have the same issue.  The hub has been off for 2 or 3 weeks due to reno’s, and now trying to get the nest cam working again. Have done all the trouble shooting - reset, mute buttons, wifi reset, home     it just won’t connect.  When I try from the home app on my iPhone it won’t turn on.  If i try turing on the “home monitoring features”, it goes on for a second then automatically toggles off again.  If I try turn it on from the hub I just get the “sorry, it looks like the xxxx display isn’t available right now”.

Can someone help with this?  Have only owned it for about 6 weeks.  
Gavin 

frances
Community Specialist
Community Specialist

Hello @Gavinlr3

 

Thank you for your detailed post, I appreciate it!

 

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: 1-3431000031874. 

Kp2
Community Member

We are having the same issue as gavin, except ours is brand new. Help?

Ren
Community Member

Also cannot get the nest hub max camera to work since installing the doorbell. This is ridiculous, so frustrating. We went with all google products to ensure compatibility and it seems to have backfired. 

Shon
Community Member

This post had merged with another topic. Please see the solution above

NChilds
Community Member

Hi

I’ve had exactly the same problem - have you been able to find a solution? Thanks

Shon
Community Member

This post had merged with another topic. Please see the solution above

Ebenson
Community Member

I can’t get the nest camera function to work on the nest hub max

Ana
Community Member

I have this same issue. I’ve reset. Rebooted. Reinstalled. Still doesn’t work. 

NChilds
Community Member

Same here - everything else works but the camera function which is the main purpose it was purchased 

Shon
Community Member

This post had merged with another topic. Please see the solution above

Vince1
Community Member

Agreed, extremely poor service. Hope someone with authority actually acts to resolve the issue. Simply not good enough from such a big player in google. Back to take a bite of the Apple I think! Shame, happy with everything else Google 

Shon
Community Member

This post had merged with another topic. Please see the solution above.

bkhyde
Community Member

My Max Hub camera is offline and will not turn on.
I have removed the device from my Google Home app, I have done a factory reset, I have checked the switch on the back of the device, as well as the camera icon on the bottom swipe-up screen... Camera will not turn on.

Brad
Community Specialist
Community Specialist

Hi there,

 

Sorry for my late response. Thank you for all of your patience while waiting for a reply. I just wanted to make sure that your issue is addressed. I am terribly sorry to hear that you have had such a hard time with this! I would love to look into this issue further and help find a solution for you. First off, I have some questions I’d like to ask you.

  • Do you still need help with this issue?

  • What troubleshooting steps have you done thus far? 

  • Have you tried to restart your device if you haven’t already?

  • If the restart didn’t work, have you tried to do a Factory Reset? This would be a last resort option, but would clear out issues and the device would essentially be ‘brand new’

Please let me know if you need further assistance. 

Best Regards,

Brad

TonyCook
Community Member

Hi Brad

does google care about the issues we are having with our Nest Hub Cameras ?

Where do we get help for this, it seems to be a common problem and leaving a very bad taste with me, What’s the point of the Nest Hub with camera when the camera doesn’t work

Vince1
Community Member

Tried all of the above multiple times. Google doorbell camera works fine but Google hub max camera will not come on line. Everything else works such as Netflix, voice assistance etc. Very, very frustrating. How do arrange a return and refund? Support is not resolving the issue and this product is not fit for purpose. Please advise 

Brad, it appears as though a lot of us our having this issue. Can you please give instructions on here to resolve the issue? Seems like everyone has been waiting patiently for entirely too long. Completely unacceptable. Please assume that everyone has already tried turning the hub off and on, checked the switch on the back of the hub that controls the camera and mic, done a factory reset, etc and that we are ALL still having the issue. Please give us a real solution.

BigD
Community Member

The only way I found to deal with a Max Hub camera not working is the delete all the devices I had loaded and put the Max hub on first. Camera works now. Also put my two thermostats on and camera still works. Will try to put on door bell camera tomorrow and see what happens. 

Ren
Community Member

Yep it works fine if it’s on first but then the doorbell doesn’t work at all. If the doorbell is loaded first that works fine, you can load the hub 2nd and it installs all other functions work except the camera remains offline.  

TonyCook
Community Member

I have the sane problem, I instalked a new best doorbell and since then the camera on my nest hub max will not turn on

i have dine a factory reset, rebooted several tines, removed it from the app and reinstslked, still the caners dies not turn on

it gets stuck on “connecting” in the app snd does not turn, it was working fine until I installed the doorbell

JohnG
Community Member

Same here. Installed Google Nest Camera and lost camera on hub. Tries to connect unsuccessfully 

mevans336
Community Member

Just bought a Hub Max and 3 Mini's - already had Nest Battery Doorbell - cannot connect to camera either, but it works fine in an app like Zoom.

Estefano
Community Member

Same here. I’ve done all the steps as everybody else. The camera works fine for video calls but not for live stream. I just can not turn it on…

BigD
Community Member

The bought the max hub and tried to get camera working. No luck. Returned it and brought home a new one. Same issue. Only have 2 thermostats installed before max. Maybe I should return this one and bring home another and keep doing it until Google gets the message. 

CNSJoseph
Community Member

What is the solution to fix this issue? Expensive display that doesn't display. Another Google product that has failed and going back to the retailer.

Have 100 % of the same issue. Camera will not connect and the home monitoring features selection will not select. 

Following this thread if you guys find solutions. 

Barto189
Community Member

Hi Frances, I have an issue similar to everyone else when I installed my doorbell I lost the camera on the nest hub max. I had to set up a whole new home just to get the doorbell to work and then install all the products now it seems I have to do it all over again to get the nest hub camera to work again. My question is if I do this will I lose the doorbell camera again. This all seems ridiculous and time consuming?

Help! My nest cam has never worked on the display and it’s so frustrating. I’ve followed these steps done the reset and it still just says “something went wrong” right at the end. What do I do? I’ve also got a doorbell and a camera outside. So do I need to remove and set everything back up from scratch?? I don’t even know if I still have the Qr codes for the doorbell and camera so I don’t want to remove them just in case. 

Hykingo
Community Member

Hello, I am having the same problem. But I can’t get it fix with the above solution. Any other suggestions? 

Kris
Community Member

I've been struggling with the same thing for months. I actually purchased my home hub max a couple years ago and it worked great until earlier this year, and no matter what I do, it does not recognize it use the camera. It must be a software issue, because it worked, now it doesn't. Duo was one if it's most important functions is our household, we even used it for piano lessons. 

Jezsmith720
Community Member

Same problem, bought like 1 week ago and has never worked. Software issue as the camera works on Duo. But fails to recognise or “turn on” from the google home app nor the hub max itself for live viewing. 
Sending mine back and buying a competitor.

I have exactly the same problem, it’s doing my head in. About time google did something I reckon!

ClassicGirl79
Community Member

Adding to the chorus. My Hub's camera also stopped working - I had no idea until we tried to Duo the grandparents and it just refused to work. We've reset both router and unit to no avail. In the Home app we get the message "the camera has been switched off on this display." The Nest app says the camera is offline. The hard switch on the back of the unit is on; there's no reason I can find that it should be off. Any help appreciated. 

phoopsta
Community Member

I found the only solution to this problem. This was to remove all of my devices and then add the Max.

 

What a pain and a waste of time. 

 

Edit: Yup, I tried it again (for science!). If I add a device BEFORE adding the Max, it breaks the camera functionality. When I add the Max BEFORE adding other devices, the camera functions fine. 

Sounds like there needs to be a software update to address this.

I miss Nest 😞 

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.