Nest hub - camera feed is not available

[babak1]

Installed a new Nest Hub Max and a new Nest Doorbell (with battery). When the doorbell is pressed, the screen on Nest Hub max says "camera feed is not available" . The Nest Hub rings and says 'someone is at the door'. Phones issue a notification and displays the video just fine. If I ask the Nest Hub to display the live video, it works fine - only issue is it won't display the camera feed when the doorbell is pressed.  Anyone know how to fix?

The same exact issue was brought up in another thread about 3 weeks ago (https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-hub-camera-feed-is-not-available/t...), but the moderator just locked the thread without providing any solution. He only gave a vague explanation that Nest Doorbell video should not work on Nest Hub, which is completely wrong. This is not what Google advertises as a selling point for Nest Hub, saying that you can see the person who rings the doorbell on your Hub screen.

[bjn2]

Yeah, I read the locked thread and we're having the same problem. It's not due to parental restrictions. And the video feed is fine if you access it directly through the Nest Hub (2nd gen). The doorbell video feed works fine via phone, but the Nest Hub is feeling like very dim-witted device. 

[bjn2]

I think "Brad" is a robot that locks threads after posting some canned text about troubleshooting that doesn't help. There may be human moderators who are that obtuse, but not with exactly the same posts on different instances of the same question. Expect this thread to get the same treatment.

[dwmccorm]

I'm seeing the exact same behavior.  I spent over 2 hours with Google tech support just to have them say that they will escalate and email me back....

[babak1]

Please let us know if they told you how to fix it. Thanks. 

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Please let me know if you need further assistance. 

Best Regards, 

Brad.

[babak1]

Yes, I still need help with this issue. I haven't been able to resolve it. I still get the message 'camera feed is not available' on my Nest Hub Max when someone presses the Nest doorbell. 

[Brad]

Hey folks,

I am still currently looking into this issue at this time. I will update very soon, hopefully with a fix or suggestions. Try your best to restart, or even Factory Reset your devices to do your own troubleshooting steps.

Best Regards,

Brad.

[babak1]

Kalla,

I factory reset my two Nest Hubs (Max and 2nd generation), and added them to my Home app again, but still having the same issue.

When the Doorbell rings, I get an audio prompt on my Hubs saying 'someone is at the front door'. Then On the hubs instead of seeing a live video feed, I see a grey screen with the message 'camera feed is not available'. This is not a connectivity issue between my Nest doorbell and the hubs; otherwise, the hubs shouldn't have announced the audio prompt 'someone is at the front door'.

Any suggestion/solution?  

[LindaA]

Did this.  Did not work FYI

[dwmccorm]

@Brad - Do NOT close this until issue has been resolved.  You (or your bot) has been closing similar issues to this without them being resolved.

[WillSurvive]

Same issue here. Bought the google nest doorbell battery last month and just received and Installed the google nest hub max today. I saw a video on you tube clearly showing both devices working the way it should be working. I feel like I should’ve just stuck with my ring products. Get it together google!!!

here is the you tube video Showing both devices working properly:

https://youtu.be/amvIeQqtDTQ

[WillSurvive]

I think I figured it out. It worked for me so I figured I’d share what it did.

on the google home app, select settings, select nest aware, select sound detection, under devices, deselect any devices and select only the hub or hub max display. That’s it.

hope this works for everyone else.

[dwmccorm]

Happy that you got it working.  I'm still out of luck since I don't way to pay $8 (CAD) / month.  🙂

Dave

[bjn2]

We can add a Nest Aware account, but if that's required Google needs to make that clear. Thanks for sharing!

[Mpm17]

Disabling my "Speaker pair" in the sound detection setting seemed to work for me.  Thanks.

[WillSurvive]

Also I noticed that I had to turn off personal results under settings and google assistant for the rest of my google devices leaving just the hub max turned on. Maybe u don’t need a subscription for it to work. Maybe just taking some time in messing around with the settings. 🤷🏽‍♂️

[bjn2]

I was added to the "home" that has the Nest Hubs (2nd gen). The home was set up from an iPhone and I was added to that home. I added the hubs to this home via my Home app on my Pixel phone. The owner of that home account yesterday deleted the hubs and did a factory reset on them. He then added the hubs via his iPhone Home app. The hubs now chime and the video from the battery doorbell is active where previously the video feed was unavailable. I don't know what his personal settings are. He has another home set up that is Nest Aware enabled, but this home doesn't have a Nest Aware account. I'm sorry I don't have more precise details, but it seems that video is not dependent on a Nest Aware connection as WillSurvive indicated. 

[Brad]

Hey everyone,

Apologies for the delayed response and I appreciate your patience as I looked into this further. To gather some additional information for the team, I have some quick questions for you: 

• Could you double check your physical privacy switch on your Nest display is not toggled on? 
• Could you share the firmware version for your Nest display?
• Could you try rebooting your Wi-Fi router to reestablish your Wi-Fi connection and also confirm your doorbell and Nest display are connected on the same Wi-Fi network?

I understand this has been quite a frustrating experience for many of you and gathering these details will help with determining next steps, so I truly appreciate your patience. Looking forward to your responses.

Best Regards, 

Brad.

[dwmccorm]

The privacy switch is no on.  The firmware version of the display was captured during the remote debugging session.  The wifi was also rebooted and are all on the same network.

Dave

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue. If so, please let me know and I would love to look into this further for you!

Best Regards,

Brad.

[dwmccorm]

Hello,

The issue still has not been resolved.

Dave

[Biju]

Yes, I need help

[jpfeifer14]

Do not lock this thread, you didn't solve the problem

[LongJohn]

I still need assistance.

I tried all of the suggestions in these posts and still get "Camera feed not available" on my Nest Hub when the Nest Hello doorbell is pressed.

Otherwise, viewing the Nest Hello camera feed by selecting it manually works fine on all devices.

[jpfeifer14]

Google still states that no one has brought this issue to their attention. I managed to get them to send me a new doorbell, I'll let this thread know if the same problem arises 

[babak1]

I did all the the steps that you asked, to no avail. My firmware version is: 276689.

If I don't get a resolution within the next few days, I'll return the hubs and the doorbell.  

[jpfeifer14]

Return them, I've been on the phone for an hour with Google having them tell me that they are entirely unaware of any issues with the doorbell. 

[Brad]

Hey folks, 

Thanks for sharing your feedback and I understand how frustrating this has been. Our team will need to gather additional information from each of you to check what's happening with your devices so we ask that you reach out to support using that form so we can get your case escalated. Someone from our team will be in touch with you soon once you've done so to work on appropriate next steps, 

Best Regards, 

Brad 

[dwmccorm]

Yes, we're approaching the three week mark on still getting nowhere with this one. 

Do not auto-close this thread.

[LindaA]

I submitted it.  Good luck everyone!

[Biju]

I also have the same issue. Camera feed come on if we ask for it. But it doesn’t come on and shows like there is a clocking issue(by putting a running circle ).on the hub. So the best camera is nothing but a door bell don’t have to spend 170 bucks for it. I also have the issue that it doesn’t notify my iPhone or on pixel where as all other person , motion and sound notifications come on, but albeit after some time. This has started probably a month or two back. I was thinking the next release will fix it and didn’t report it so far. None of the setting a on the nest or home app fixes this.

[dwmccorm]

I have an open case with Google on it, but am still awaiting an answer (this is day 11 that the case has been open).

[jpfeifer14]

Google claims they haven't received a case like yours

[jpfeifer14]

I have the same issue, but on a Lenovo display. Anyone notice that this seems to have coincided with holiday themes being added?

[Biju]

I did change my Music prior to Thanksgiving. May have coincided with that. But I am not sure

[Biju]

I just tried this today morning and it’s showing the feed after ring. May have been fixed overnight? But still doesn’t notify me on iPhone app

[Biju]

Is it resolved for everyone? I didn’t do any reset or config changes other than switching on and off some of the settings

[babak1]

Biju,

It's still not working for me. 

I factory-reset the hubs and my doorbell, and rebooted my wifi. I'm still getting 'camera feed is not available' when pressing the doorbell.  

[Brad]

Hey Folks.

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.