"Camera feed not available" when streaming from Google Nest Hello video doorbell (wired)

[StefanVanCleef]

As of this week I'm seeing way too frequently that the camera feed from my Google Nest Hello video doorbell (wired) stops when streamed on my Google Nest Hub (2nd gen). The display goes blank and tells me that "the camera feed is not available".

I don't have this issue on my phone (Android) or laptop (Windows / Chrome or Edge). In the past it occurred once every so often that the camera feed was unavaible, but as of this week it seems to have gotten significantly worse (up to ten times per hour).

The Nest hub has the latest firmware (released on March 13th, 2023), so I suspect a bug in that firmware. Anybody experiencing a similar issue lately? If so, is there any workaround and/or solution until a possible bug gets fixed?

[Juni]

Hi StefanVanCleef,

Thanks for reaching out — let’s see what’s going on. Do you have another Nest Hub? If so, is it happening to them too? What steps have you taken to fix it? Try to reboot your Wi-Fi router, and once the network is back up, do the same thing to your Google Nest Hub (2nd gen).

Let me know how it goes.

Regards,

Juni

[StefanVanCleef]

Dear Juni,

I powercycled everything (modem / router, WiFi AP's, doorbell itself, Nest Hub), but no luck. Don't have any other Nest Hubs, but what I do know is that I don't have an issue on Windows (multiple devices) or my Android phone. In some way it must be related to the Nest Hub itself.

The strange thing is that it started only recently. Up to, let's say, two weeks ago all worked fine. Hence I suspect a bug in some firmware upgrade my Nest Hub recently got.

Thanks for your continued support effort!

[iMonster79]

I have the same issue. Google support claimed it was a “known issue” and it was being worked on. We have had it for weeks now. 

[StefanVanCleef]

Don't know if they maybe applied a fix in the backend, but my Nest Hub seems to be streaming the Nest Hello again without any interruptions (while the Nest Hub is still running the same firmware version).

Fingers crossed it stays this way!

[StefanVanCleef]

Too quick with my reply.... Issue is back today... ☹️

[Juni]

Hi folks,

I understand and am sorry for the delay. Try the factory reset. This erases all your personalized settings, deletes the entire video history, and restores the factory default settings. It won’t automatically reconnect to WI-Fi, and you’ll need to set it up again.

Check out this link for more information about it. 

Regards,

Juni

[Muddi]

Hey there,

It's been some time since this thread was updated. Does anyone here need assistance?

Cheers,

Muddi

[Muddi]

Hello folks,

Just bumping this up to make sure that you've seen our responses. I'll lock this thread if we won't hear from you in 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.
 

Cheers,

Muddi

[iMonster79]

Still doing it and no update from Google on the raised support ticket. 

[StefanVanCleef]

With the latest firmware update I have (11.20230306.3.112014) the issue seems way less prominent, but still there...

Please don't advise just a factory reset again; been there, seen it, done it, doesn't help...

In the mean time, I bought a low-end Android tablet for streaming the Nest Hello doorbell.

[Muddi]

Hey iMonster79,

Sorry to hear that you're still having the same issue. Could you tell us the current firmware version of your Nest display? Also, what country are you located in?

@StefanVanCleef: Thanks for the information. To confirm, have you tried rebooting your device?

Cheers,

Muddi

[iMonster79]

I have firmware version 1.69.362882 and have tried a factory reset several times. 

If I have an Apple iPad next to the Nest Hub with the Nest App running the camera feed, the iPad continues to work when the Nest Hub displays “camera feed not available” so the issue is with the Nest Hub. The case ID raised is:

7-7027000033709

It has been like this for months now and does the same thing on our doorbell or the other 3 cameras. 

[StefanVanCleef]

Similar situation here: tablet (Android) keeps streaming when Nest Hub refuses to. Both are connected to the same WiFi AP.

[Muddi]

Hey folks,

I appreciate all the updates here. I'll check this with the team, and update the thread once I know more.

Cheers,

Muddi

[StefanVanCleef]

Hi @Muddi,

Thanks for following up.

The device was rebooted (and also reset to the factory settings) multiple times, no improvement.

Current firmware versions:

• Fuchsia version: 11.20230306.3.112014
• Software version: 52.94.19.536300690
• Chromecast firmware version: 1.69.362882

[AndrewPM]

Have this problem right now. I have 1 hub max and 5 gen 2 hubs. All have the same problem.

No amount of removing, resetting, and then re-adding fixed it.

[iMonster79]

Every time you chat with support they just try and take you through basic problem solving and I have a case number from back on the 22nd April, provided video evidence of the Hub doing it and and iPad with the Nest App running having no issues. Still. It even had a follow up so chased again yesterday. 

[01010000]

2 Nest Hubs both don't show video "camera feed is unavailable" but announce a visitor. Camera feed is fine on phone. Drives me nuts as this is the safest way for my kids to see who is at the door.

[Przemek1983]

I've had exactly the same problem for 2 weeks.

Hub max and hub 1 gen show the same message.

[StefanVanCleef]

@Muddi , any update on the issue?

Thanks

[iMonster79]

Still happening. Still no replies to the video I sent that was requested on email. What is wrong with Google?!?