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Nest hub - camera feed is not available

babak1
Community Member

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.

 

 

1 Recommended Answer

krue92
Community Member

Wierd I turned off visitor announcements today for 5 minutes and turned it back on and now its working.  Not sure if that fixed it or not.  Shouldn't be this hard.  😀

View Recommended Answer in original post

53 REPLIES 53

bjn2
Community Member

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
Community Member

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
Community Member

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
Community Member

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

Brad
Community Specialist
Community Specialist

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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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
Community Member

Did this.  Did not work FYI

dwmccorm
Community Member

@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
Community Member

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
Community Member

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.

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

Dave

bjn2
Community Member

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

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

WillSurvive
Community Member

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
Community Member

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
Community Specialist
Community Specialist
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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

Hello,

The issue still has not been resolved.

Dave

Biju
Community Member

Yes, I need help

jpfeifer14
Community Member

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

LongJohn
Community Member

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.

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
Community Member

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.  

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
Community Specialist
Community Specialist

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
Community Member

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

Do not auto-close this thread.

LindaA
Community Member

I submitted it.  Good luck everyone!

Biju
Community Member

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
Community Member

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).

Google claims they haven't received a case like yours

jpfeifer14
Community Member

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

Biju
Community Member

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

Biju
Community Member

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
Community Member

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
Community Member

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
Community Specialist
Community Specialist

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.