Nest camera replay crashes google home app

[Ameripaint]

I am not the first - I see this has been an ongoing problem for years.  What good is having a security camera if watching the footage causes the app to crash?  Every single time.  It worked for a while.  “Did you try…?”  Yes.  Everything is updated, reset, closed and reopened, etc.  

Google?  Nest?  Time to step up! 

[Fourchrisi]

The replay of video problem seems to be getting worse by the day.  Now besides crashing while viewing EVERY video, my iPad freezes up and I can’t open or close anything!  I have rebooted several times and the problem still persists.  I wish Google would respond to this thread with some acknowledgment that they have a problem.  

[Emcgraw]

As angry and frustrated as it is, I had to delete my app and turn off my devices. They’re just hanging ornaments right now. They are causing so much trouble for my iDevices. Apple said they were aware of the Google Home app and other issues Google is having. What does that say??

[dtduemer]

Did you update to Google Home App version 3.10.103?

I updated last night to 3.10.103 and have not had a Google Home App crash since. 

[LF2]

Hi, this is really a huge issue that needs to be addressed. As others have stated, what is the point of having a camera if you can not easily review the footage? These cameras are really not useful, I wish I hadn't bought several. I would also love a way to review the footage on a computer, not just my phone. Thanks.

[Emcgraw]

I have 13 installed to watch for a few shady characters in my community. Now they are just fake cameras hanging around. 

[Chefmento]

Sprint is over. Has it been released?

[Frustrated86]

When will this issue be resolved? I purchased Google Nest cameras for protection/evidence but the Google Home app has been crashing for over a month so I will need to return for a more reliable security system if this issue persists. Please advise. 

[MplsCustomer]

@Frustrated86 

Elsewhere on this thread, another customer reported yesterday they'd received a message from Google Nest Support saying the 3.10 version of the Google Home app fixes this problem. (It's hard to find posts in this merged thread.)

When I upgraded to the 3.10.103 version (I had to go to the App Store and search for it), it fixed the crashing problem on my iPhone XR.

[MC11]

I am happy to say that my history play back problems have stopped, so far, and I started getting notifications again after I updated google home. I wonder if the cold weather here in Michigan has added to the problems. 

[Fourchrisi]

Same for me, the issue seems to be fixed with the updated version of the app!  Fingers crossed. Thanks to all who helped get Google’s attention to get this resolved. 

[Laurie2]

The update version of the app is not available to me.

[dtduemer]

When I went to the App Store and selected the Google Home App, there was a link showing Open.  I assumed this meant that the 3.10.130 release was not available.  Typically when new releases are available when I go into the App Store, the app will show the link Update.  

These are the steps I did to update my Google Home App :

• go to App Store
• search for Google Home
• If Open link is shown, do not select open, but press on the Google Home App icon that is displayed in the App Store. 
• When I did this, there is a summary page displayed for Google Home, with a Version History link. 
•  You should now see a list of revisions with a summary description of the release.  Confirm you see 3.10.103.  
• Next I exited and closed the App Store
• I went back to the App Store and searched for Google Home
•  Now the Google Home App showed the Update link
• Select the Update link to update your Google Home version. 
• The app should be updated.  To confirm:

1. open Google Home App
2. Select Settings —>   Support 
3. The App Version should now show:  

App info

App version 3.10.103

good luck!

[Laurie2]

Great information. I have one phone displaying an update was available and another phone not showing any update. Pressed the Google Home icon in the App Store and it displayed the available update with a link. Worked great. Thank You! Both iPhones are now on the new version 10.03.103 and so far no black screen with crashes have occurred. Yay 

[MC11]

I am updating my comments. My notifications have stopped and I have no idea how to fix the problem. 

[MC11]

Am I going to get any help with my camera notifications. I had 2 deliveries today and I was not notified of thier presence in my driveway 

[Frustrated86]

Thank you for this! Managed to get updated and the crashing issue has finally stopped. Can’t tell you what a relief this is and how much I appreciate you sharing that update, amigo! 

[Bruce9]

I just bought a wired 2nd gen doorbell camera.....

use it with iphone XR  ios version 17.1.2

it crashes every time  certain clips are viewed on the phone...  and the phone takes 20 seconds or so to recover  and perform regular functions after the crash

I see there are numerous people having this problem

are you close to a fix or should a make a claim for return of the  defective product?

[dduemer]

Did you update to Google Home App version 3.10.103?

I updated to 3.10.103 and have not had a Google Home App crash since.  

[ESC3]

Lance I’m guessing you are just bad artificial intelligence? Again, DON’T BUY GOOGLE PRODUCTS. 

[Jacquijent]

Moderator edit: Subject updated for clarity and findability.

This issue isn’t mentioned in the drop-down boxes above. However, every time I try to save a name to a new face and then save it in the nest Ware subscription Library the Google Home app crashes, and I frequently lose that unknown face as well. What is the solution to this problem? It was working perfectly well until the app was updated

[Lance_L]

Hello Jacquijent,

Oh no! That isn’t the experience we want you to have. Don’t worry; help’s here.

If you haven’t done so already, please try the troubleshooting steps below:

1. Check for any iOS updates and install them if there’s any.
2. Uninstall the Google Home app.
3. Restart the iOS device.
4. Re-install the Google Home app.
5. Check if the issue persists.

Let me know how it goes.

Regards,

Lance

[scotsman79]

still the same issues happening and done all the steps . whats happening ?

[Jmaloney]

Didn’t work. The Nest app keeps crashing while trying to video prior footage.

[Ameripaint]

This is the same advice given by all Community Specialists, and it does not work,

I may be making a crazy assumption here, but are you all bots?

[Just_Geo]

Lance, that's not help, and it's no appeasement either.  Thousands of less vocal people are frustrated as all get-out too.  Maybe you would like everyone to send the crash logs from their Home app to you so you can see how your suggestion is a waste of time.  Sorry, but you know you're not helping at this point.  The manager of development of this Home app should be fired.  I'm sure it's outsourced to Budapest or some other coding farm, and not even Google can get their head out of the sand on this awful situation.  It's time to go after senior management with a letter writing campaign.  Really

[Emcgraw]

@Just_Geo  I could not agree more. I sunk a crap-load of money and assurance into Google to protect my family, home, and the government equipment I keep on my property. This is incredible!! Let me sign the first letter!

[MC11]

Hey Lance how do I get my nest camera notifications back? I updated the Google home and the history blackouts stopped. However I am not getting notifications when an object is in the camera zone. 

Thanks,

Mac11

[Jacquijent]

I have a 30 day subscription to Nest Ware however, within the last few months I have noticed that when I try to name new faces to save them in my face Library the Google Home app crashes each time I try to save that name for the unknown face. Can someone please offer a solution to this problem? my subscription is definitely up-to-date and functioning

[DeliJ]

Ever since we updated our iOS to 17.0.3, Google Home crashes nearly 100% of the time when we attempt to view a recording. It gets several seconds into the recording before crashing.

Any suggestions to fix this issue would be greatly appreciated.  TIA

[MplsCustomer]

@DeliJ 

This is happening to us as well, on an iPhone XR AND on an iPhone 13 Mini, both running iOS 17.0.3 and Google Home 3.7.103.  It also happens on our 2015 iPad Pro running IOS 16.7 and Google Home 3.7.103.  It happens when viewing video clips from our battery camera.  It does NOT happen when viewing video clips from our 1st gen cameras in the Google Home app.  It does NOT seem to occur (at least so far) on our iPad Pro 6th Gen, on the same software versions.

The Google Home app frequently simply closes with a click sound about 5 seconds into viewing a video clip. Sometimes the video clip just stops. If I try to reopen the Google Home app, it opens a white screen with "Google" at the bottom and the app does not finish reopening. I have to close the app and wait a short while before I can reopen it.

I've tried deleting and reinstalling the Google Home app, and it does not make a difference. I'm not seeing any other issues with the Google Home app.

The same issue is logged in these three threads:

https://www.googlenestcommunity.com/t5/Apps-Account/Google-Home-App-Crashes/m-p/490663

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Google-Home-App/td-p/489018

(On this thread,  @Jenelyn_O   said "No worries, our team is taking note of it. Do you happen to have an Android device to isolate if the issue is happening on Android devices as well?"

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/nest-cam-drops-history-playback-videos/...

I've left feedback in the Google Home app.

@Jenelyn_Oand @reneelamay13 and @EmersonB , please note this new thread.

[kstam70]

I have the same problem. It's not usable and yet my yearly price is going up!

[EmersonB]

Hi everyone,

Thanks for reaching out here in the Community. Let's all hope that this will be sorted out in the coming updates. For the meantime, please continue sending feedback using the Google Home app.

Here are the steps on how to send feedback.

Step 1. Turn on device reports

1. Make sure your mobile device or tablet is connected to the same Wi-Fi or linked to the same account as your Chromecast, or speaker or display.
2. Open the Google Home app .
3. Tap your device's tile.
4. Tap Settings Recognition & sharing.
5. Turn on Send [device model] device usage and crash reports to Google. (Example: Send Google Home device usage and crash reports to Google.)

Step 2. ​Share your feedback

1. Open the Google Home app .
2. At the top right, tap your account.
3. Tap Feedback the device for which you'd like to submit feedback.
4. To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
5. In the field provided, enter the details of your feedback. Make sure not to include sensitive information.
6. Be sure to check the box for Screenshot and System logs.
7. To submit feedback, at the upper-right corner, tap Send .

I appreciate the help, MplsCustomer. 

Best,

Emerson

[Rarchie]

When is google going to fixed the problem.  You can see from several community threads that there is a problem your customers are experiencing.  

[yamaya]

I just updated the app and play is still crashing. iOS also updated, would like to know when this crashing issue will be corrected. 

[Ameripaint]

It still crashes. All apps and systems updated.  It’s very frustrating, and other than buying a whole new system elsewhere, they’ve got you,  They could not care less how it affects their customers because we’ve already made the purchase. 

[Ameripaint]

That’s it? This has been going on for a couple of years now. YEARS. And it’s always the same response. 

[Ameripaint]

Shame on you. This is the stock reply you’ve been giving for two years now. We bought your products, you have our money, warranties have expired, bummer for us. 

[kkent2618]

It is very frustrating and this is how I keep my family safe and protected. This problem should have been fixed already

[scotsman79]

i know what you mean , i have junkies next to me that say they want to stab me so this is my proof for when anything goes wrong , i hope they fix it soon as i pay for the subscription but dont get the use . is everyone on battery cameras ? or is it all sorts of cameras ? 

[BasG]

My issue was resolved with the latest IOS and Home app update.