Video won’t play, pauses or skips

1. Check the Nest app version

Make sure you’re using the most current version of the Nest app on your phone or tablet. Visit the Apple App Store or the Google Play Store on your device to see if there is an available update.

How to check the Nest app version you have on your phone or tablet

2. Check the Nest service

The Nest Service Status lets you know if we're experiencing any temporary service interruptions. If the System Status is normal and you still can't view your camera's video, follow the steps below.

3. Check your modem/router's internet connection speed

At the highest video quality setting, Google Nest Cams can use a large chunk of your internet connection to stream video. Slower internet service might not be able to keep up. If you have more than one camera or use other devices that compete for bandwidth at the same time (streaming movies, gaming, listening to music, uploading or downloading files) you may have other issues.

Learn more about each Nest Cam’s internet bandwidth (speed) usage

Here are some things to try:

  1. Run an internet speed test to check your bandwidth, and pay particular attention to upload speed (it’ll usually be a smaller number than download speed). You can contact your internet provider for help running the test. This will help with the next two suggestions.
    Note: If you’re sure you have enough bandwidth to accommodate all the traffic on your network, you can skip to the next section about watching video remotely, or to this article for more detailed Wi-Fi troubleshooting.
  2. You can also see what happens when you pause other devices or apps that use a lot of bandwidth like streaming movies and games. If that solves the issue, you might want to contact your internet provider to switch to a plan with more bandwidth.
  3. Open the Nest app and tap Settings Nest settings icon and then Quality and bandwidth.
    Keep in mind if you’re a Nest Aware subscriber, changing your camera’s video quality will also change the quality of your recorded video history. However, if you have a continuous video recording (CVR) subscription and are seeing gaps in your timeline, lowering this setting may help make the gaps less frequent.

    Note: If you have an event based recording (EBR) Nest Aware subscription, gaps will be common. This is because footage is only recorded to your timeline when the camera detects activity.

If you’ve ruled out your home internet connection speed but are still having trouble, see the section at the bottom of this article for more detailed Wi-Fi troubleshooting.

4. Check your device's internet connection

Even if your home’s internet connection is good enough to stream Nest Cam video, you may have difficulty watching the stream if you’re connected to a network outside your home. This often happens if you’re using your phone’s cellular connection, or your phone is connected to a low bandwidth Wi-Fi network.

For example, your camera’s video might:

  • Pause or skip
  • Look grainy or pixelated
  • Get stuck on a spinning circle icon
Nest cam spinning icon

The app will automatically adjust playback based on the type of connection you have, but if the network is exceptionally slow, you might run into issues. A firewall or other IT policy may also prevent your video from loading properly.

Try a different network and see if the video gets better. Here are some tips:

  • Turn on Wi-Fi. If you’re using a cellular data connection, your bandwidth can be severely restricted. Typically, a 4G cellular connection will maintain good video quality, but if your phone’s connection drops to 3G or lower you may notice degraded video quality.
  • Switch to a different network. Keep in mind, many free or public Wi-Fi networks don’t have great bandwidth. So if you can, find a network that is fast enough for viewing high quality video.
  • A firewall may be blocking video playback on a corporate, educational, or institutional network that’s enforcing a tight security policy. If you can, contact the owner of the network (such as your IT department) to see if they can make any changes that would help you view Nest Cam video through their connection.
  • If a very slow or firewall-protected Wi-Fi network is your only choice, you might even want to try switching off Wi-Fi on your phone and using its cellular data connection instead.

If the issue doesn’t happen when your phone’s connected to a different network, a slow connection or firewall is probably causing the issue.

Note: There are a couple other things you can try if you’re having trouble viewing video on a Mac or Windows computer. See the following article for more information:

What to do if you can’t watch Nest Cam video on a Mac or Windows computer

If your camera won’t stay connected, go to the article below for more detailed Wi-Fi suggestions:

Troubleshooting when your Nest camera or doorbell is offline

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