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9/4/19
Whenever I View The Live Stream or Recorded History, Nest Hello Disconnects. Works Fine Otherwise 0 Recommended Answers 4 Replies 16 Upvotes
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My Nest Hello has been issue free for over a year now. A few days ago, I noticed an issue where whenever I viewed the live stream or tried to playback the recorded history (on my android phone or PC), the camera would disconnect. It reconnects on its own after an hour or two -- or if I disconnect and reconnect the power source. The camera records fine, up until I want to view the feed; but I also can't view the feed, because the playback just freezes on the timeline.

This issue came up during the Google takeover of Nest. I'm just wondering if Google is aware of the issue, and if there is a fix coming? Otherwise I'm inclined to believe the camera is defective, and I should file an RMA.

Please help.
All Replies (4)
9/5/19
Hi David,  
 
Thanks for bringing this up. Can you tell us more about what’s happening? How often does this issue occur, and for how long? How far is the Hello doorbell from the router?  In the meantime, you can try the steps I’ve listed below:   
  1. Restart Nest Hello doorbell.
  • To restart your doorbell, disconnect it from the back plate with the tool that was included in the box.  
  • You can also use a thumbtack or paper clip.
  • Leave Hello connected to the wires.
  • Insert the release tool, thumbtack or paper clip into the hole near the top of Hello.
  • Hold down until the light on Hello turns off (about 10 seconds) then release.
  • Note: Make sure you do not hold down the doorbell button on the front of Hello or it will be reset to factory defaults.
  1. Restart the router and your phone/laptop.
  2. Uninstall and reinstall the Nest app.
  3. Try to connect the Nest Hello to mobile hotspot.
Let us know how it goes.   
 
 
Thanks,
Jen
Last edited 9/5/19
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9/8/19
So I take back part of what I said. The camera does not disconnect when I live view with my android phone -- only when I live view on my PC. The moment I goto home.nest.com, the live view freezes, the refresh icon appears for a few seconds, then I get the camera offline notice. It's the weirdest thing -- honestly doesn't make sense given the feed is directly streaming off of the camera itself. I've tried different browsers, disabled all ad blockers -- the issue persist. I've uploaded 2 screen shots of what it looks like the moment I open Home.Nest.com. The camera comes back online once I switch off and on the camera through the app, or power off/on the camera (it's powered via a wall wart transformer). Wifi reception is not an issue, and the camera was working fine for over a year now.

I've already tried all the common tricks, i.e. unplug and replug power to Nest Hello, restart my router, tried switching from 2.4ghz wireless N to 5ghz wireless AC and back again.

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9/8/19
Hey David,  
 
Thanks for the additional info. Let’s sort this out. Since it is working on your Android phone, can you tell me what’s the make & model of computer used, computer operating system, and web browser version? In the meantime, you can try the steps listed on this page: https://support.google.com/googlenest/answer/9249175?hl=en .     
 
Keep us posted.  
 
Thanks,
Jen
Last edited 9/8/19
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9/9/19
Issue has been resolved. It was a firewall rule created by pfSense-Snort. Sorry for the trouble. Feel free to delete this thread. Or leave it, as I'm sure I'm not the only Nest user with a pfSense-Snort setup.
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