Troubleshoot watching Nest camera video on a computer

On occasion, you may find that the Nest app says the camera is off, not connected, or continually loading. Here are some helpful tips if you run into issues watching your video from a Mac or Windows computer.

You may see one of the messages below while trying to watch video on a computer at home.nest.com.

This article is about watching video on a Mac or Windows computer. We also have some suggestions if you’re having trouble watching video on a phone or tablet instead.

"The camera is off"

This message means that your Google Nest Cam is online but turned off.

In the upper right hand corner of your screen, just above the video and below the Settings icon Nest settings icon you will see an On/Off switch. Click on this switch to turn the camera back on.

"The camera is not connected"

Web app camera not connected

This message means that the camera may be unplugged or there may have been a power outage. It may also have lost its Wi-Fi connection.

See our tips for solving camera connection issues:

Troubleshooting when Nest Cam disconnects or is offline in the Nest app  >

The video shows a spinning circle or the video won’t load

Certain issues can prevent your video from loading at all. Or you might see a
spinning circle that means the video is "buffering" or "loading,” but it never
goes away. It could be that your computer isn’t receiving enough of the video
to begin playback, or there’s an issue with your browser and its settings. This
is usually caused by one or more of the following:

Nest cam spinning icon

 

How to fix limited bandwidth

Your camera needs enough bandwidth to stream video 24/7. You may want to run an internet speed test to check on how much available bandwidth your internet connection currently has. We recommend a connection with at least 2Mbps of upload bandwidth for one camera, and more if you have multiple cameras.

If you have limited bandwidth, you can change the quality of your video to save bandwidth.

How to change your camera’s video quality >

How to fix wireless interference

Different materials or devices in your home could weaken your Wi-Fi signal, and other wireless appliances in your house (cordless phones, Bluetooth devices, baby monitors, microwave ovens) can cause interference — even appliances that don’t use Wi-Fi.

Making some minor adjustments to your Wi-Fi settings or minimizing the number of walls and ceilings between your router and the camera can help.

Learn about wireless interference and how to troubleshoot it >

Firewall settings

Although this can happen at home, it’s more likely to happen in a work environment or somewhere with public or shared computers. In order to watch your video:

  • If you’re trying to watch your Nest Cam video from the office, contact your network admin or IT department.
  • If you’re at home, check your Wi-Fi router’s settings (see the router’s manual for specific instructions) or contact the person who set up your network and internet connection.

While you’re checking your router settings, see our recommendations for different router settings in the following article:

Recommended Wi-Fi router and access point settings for use with Nest products >

How to fix an older browser

If your web browser needs to be updated, it might not be able to load your Nest Cam’s video stream.

It’s a good idea to keep your web browser updated to the latest version. Your browser may automatically update itself, or you may need to do it manually. Nest Cam works with Chrome, Internet Explorer, Safari and Firefox browsers. The support site for your specific browser can show you how to check the version and update it if needed.

 

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