google hub max

[dodds]

have factory reset my google hub max as lost my cam on google nest, have had to rename the hub , and got it working but cant get google nest to add the camera , says its offline 

[Bigholty]

Strangely mine was doing this for months, I finally have up on it, but I asked Google for help.. But as per usual no help that worked was given..

I finally had one last go after 9 emails, 3 hours of phone calls it started working.... Great I thought a sneaky update had fixed it.

But yesterday the camera dropped out again...

I thought ffs here we go again.. Switched the camera off then back on and it's started to work again.. So fingers crossed it was just a on off .

But it has started saying hmmm there was a problem, which is what started the whole process of failure before..

I'm getting really fed up of googles problems with their hardware.

[Muddi]

Hey dodds,

Thanks for sharing details about the issue. I appreciate @Bigholty response here. Let's dig deeper into this.

A few questions:

• When did the issue start?
• What is the current firmware version of your device?
• What is the version of the Google Home app installed on your phone?
• Is the built-in camera working before?
• In the Google Home app , check if Home monitoring features are turned on. When enabled, does it turn off by itself?

Let's try these steps below:

1. Make sure the Nest Hub Max is not in Privacy mode. Note: Privacy mode is enabled when you toggle the mute switch on the back of the Google Nest Hub Max to the left.
2. Reboot your Nest Hub Max by unplugging it from the power source and leave it unplugged for 1 minute.
3. Force close the Google Home app > wait 5 seconds.
4. Reopen the Google Home app.

Let me know how it goes.

Cheers,

Muddi

[Bigholty]

The camera has been working perfectly up to the original issues I had months ago, then started working again, worked ok then dropped out again... But as I type this it is working.... For now!! 

Problem started months ago, then it started to work and had done for 3 weeks, now it has started to happen again, just the camera not working, hmm there was a problem, try again. 

This was how it all started months ago.

I'm not going to remove it from the home again to another home as it was a nightmare to move it back once I got it working.... As it kept saying Google  isn't available at the moment???

Clearly was as I was using it at the time it was telling me otherwise..

App firmware is 2.63.1.12

Hub max firmware is 9.20201010.3.1.76

The camera is working at the moment, it went off yesterday afternoon, the toggle switch on the rear is set to Camera and mic are on .

In the app it shows as on, when I use the nest app , the green light comes on on the hub display to indicate that someone is viewing the camera, but the app is saying the camera is off .

Regarding the force close and restarting the hub, that is almost daily at the moment.

[Muddi]

Hey Bigholty,

We appreciate your efforts. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Cheers,

Muddi

[Juni]

Hi there,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.
 

Thanks,

Juni