Nest home hub max camera

[Lclewis]

Have tried all the recommendations for getting the camera to work with no success. Camera used to work fine up until a few months ago. I was able to get it working again but shortly after it has stopped working. Maybe camera is bad but don’t know how to test. 

[Dan_A]

Hi Lclewis,

This is not the experience we want you to have; let us help you. A few questions: 

1. Were there any recent changes made? 
2. What command are you giving and what is the exact error message? What troubleshooting steps have you done so far?
3. What LED lights appear on the Nest Hub Max? 
4. When you try to stream the built-in Nest Cam, do you get error messages from the:
   1. Nest Hub Max
   2. Home app
   3. Google Home for web
   4. Nest app

Also, kindly send us the firmware version of your Nest Hub Max. Follow the steps below:

1. Open the Google Home app .
2. Touch and hold your device's tile.
3. Tap Settings Device information.
4. Under "Technical information," check for Cast firmware: "X.XXX.XXXXX." If the device is on Fuchsia, check for System firmware version: "X.XXXXXXXX.X.XXXXXXX"
    

To check the version on your Nest display:

1.  Swipe up from the bottom of the display screen.
2. Tap Settings About device. You should find your "Cast firmware version."
   • For Nest Hub (1st gen) and Nest Hub Max: If “Fuchsia Version” is also listed, this means your device runs Fuchsia.

Keep us posted.

Best,

Dan

[Juni]

Hi there,

I just wanted to follow up to see if you still need our help. Please let us know, as we would be happy to answer any questions you may have.
 

Thanks,

Juni

[Lclewis]

When trying to set up camera it asks me to scan qr which I do and then it goes into joining device for awhile then get something went wrong. I also am not able to set up the dish account as it also just says something went wrong. The dish integration used to work fine and then a couple weeks ago it stopped working. I de-installed dish but have not been able to reinstall. I have noticed that the home app has changed. Deviceinfo is

ystem firmware version: 11.20230306.3.135
Cast firmware: 1.69.362882
Language: en-US
MAC address: 14:C1:4E:32:12:0B
IP address: 192.168.0.212

[Juni]

Hi Lclewis,

Thanks for reaching out. What is the make and model of your router? How far is the router from your Google Nest Hub Max? Try to set it up in a new home structure and observe if it makes a difference. See the troubleshooting below:

1. Remove the Nest Hub Max from its current home structure.
2. Factory reset the Nest Hub Max.
3. Create a new home structure.
4. Set up the Nest Hub Max and its built-in Nest Cam on the new home structure.
5. If the additional steps don't resolve the issue, have the customer turn on device usage data and crash reports.

Regards,

Juni