Nest camera or doorbell video doesn't play, pauses, or skips

Important: Some newer Google Nest cameras and displays can connect to each other directly over your local Wi-Fi network instead of the cloud. Your camera switches between local and cloud streaming automatically and seamlessly, but you might notice a short pause in the live video stream. This behavior is normal.

A temporary issue with your connection can cause short pauses or skips in your Nest camera or doorbell video. If your camera playback is continuously not working, try these steps to troubleshoot.

Step 1: Update your app

Make sure you have the latest version of the Google Home app or Nest app to get the latest features and bug fixes.

• Update Android apps
• Update iOS apps
• Close any open apps on your phone or tablet, including the Google Home app or the Nest app, and re-open the specific app you use to view your video. If that doesn’t work, restart your phone or tablet.
• If the delay is 10 seconds or more after you’ve been watching videos for a long time, go back to the app’s home screen. Tap on your camera again to refresh the connection.

Step 2: Check your modem or router's connection speed

At the highest video quality setting, Nest cameras and doorbells can use a large part of your internet bandwidth. A slower internet connection might not be able to keep up.

Multiple cameras can compound the issue. Other devices also compete for bandwidth, such as when you stream movies, play games, and upload or download files.

Learn about Internet bandwidth and speed requirements for Nest cameras.

To help resolve bandwidth issues:

1. Run an internet speed test and pay particular attention to upload speed, which is usually a lower number than download speed. You can contact your internet service provider (ISP) to help you test.
2. Pause other devices or apps that stream movies, play games, or do other activities that use a lot of bandwidth. If your camera doesn’t have issues while these activities are paused, consider contacting your ISP to switch to a plan with more bandwidth.
3. If you think a slow home connection causes your camera issue, change its video quality to a lower setting.

• Google Home app
• 1. Open the Google Home app .
  2. Tap Home   Cameras   your camera.
  3. Tap More   Settings
  4. Lower the video quality from Max to High.
• Nest app
  1. Open the Nest app .
  2. Tap Settings Quality and bandwidth.
  3. Adjust the video quality from high to low.

1. If you’re a Google Home Premium subscriber and you change your camera’s video quality, the quality of your recorded video history also changes. However, if you find gaps in your timeline, a lower video quality setting helps make the gaps less frequent.
2. Learn what you get with a Google Home Premium subscription.

Step 3: Check your device's Wi-Fi or cellular connection

Even if your home’s internet connection is good enough to stream video form a Nest camera, you may still have problems if your phone has a poor cellular or Wi-Fi connection.

For example, your camera’s video might:

• Pause or skip
• Appear grainy or pixelated
• Get stuck on a spinning circle icon

The Nest app automatically adjusts playback based on the type of connection you have. However, you might have issues because of an exceptionally slow network, a firewall, or another IT policy.

To get better video:

• Turn on Wi-Fi. If you're using a cellular data connection, your bandwidth can be severely restricted.
  • Typically, a 4G cellular connection maintains good video quality. If your phone’s connection drops to 3G or lower, you may notice degraded video quality.
• Switch to a different network. Many public Wi-Fi networks have poor bandwidth. If possible, find a network that's fast enough to view high quality video.
• A firewall may block video playback on a corporate, educational, or institutional network that enforces a tight security policy. If you can, contact the owner of the network, such as your IT department, to check if they can make any changes that would help you view Nest Cam video through their connection.
• If you're on Wi-Fi, turn it off and use your phone's cellular connection.
• Connect your camera directly to your Wi-Fi router to help reduce the delay.
  • If your camera, phone, tablet, or computer is connected to a Wi-Fi extender, expect a delayed video.
• Wireless interference can also slow down your network connection. For more details, go to Troubleshoot wireless interference.
• For more details on troubleshooting your Wi-Fi connection issues, go to Fix issues with your Nest camera or doorbell Wi-Fi.

Step 4: Check the Nest service

To know about any current temporary service interruptions, go to Nest Service Status. If the Nest service has an issue, you'll need to wait until it’s resolved.