topic Re: Missing thumbnails in Apps / Account

Missing thumbnails

Mike_NZ — Fri, 12 Nov 2021 01:37:31 GMT

Have installed Google Home on a new phone (Samsung A51) and when looking at Full History I get a list of the events but the thumbnails are just grey boxes and not the animated GIF's. Works fine on other phone.

If I click on the grey box it takes me to the event and the correct video.

Anybody seen this behaviour before?

Thanks,

Mike

Re: Missing thumbnails

GarrettDS — Tue, 16 Nov 2021 22:33:21 GMT

Hey there,
I understand that this can be confusing but I definitely wanted to stop by and see how I could help.

Just wanted to double check to see if you were still needing help on this? If so, what troubleshooting steps have you tried? Would you mind clarifying what you are referring to? Is this in regards to camera footage and your Nest Aware subscription?

Please let me know.

Best regards,
Garrett DS

Re: Missing thumbnails

Mike_NZ — Tue, 16 Nov 2021 22:43:30 GMT

Hi Garrett - I cant upload a screenshot 😞 So on my Samsung A35 when I do FULL HISTORY I get a list of 7 "Animal possiby seen" with a time stamp but the image on the right is a grey square with a lower case i in a circle.

On my Huawai phone looking at the same list at the same time I get an animated gif thumbnail showing me the action.

Different behaviour From the NEST app on different phones looking at the same data. So I dont believe it's the back-end systems or my subscription.

Thoughts?

Re: Missing thumbnails

GarrettDS — Wed, 17 Nov 2021 17:09:32 GMT

Hi there,

I'm sorry, I still need clarification about what you're referring to. Would you mind clarifying what you are referring to? Is this in regards to camera footage and your Nest Aware subscription?

Thanks,

Garrett DS

Re: Missing thumbnails

GarrettDS — Fri, 19 Nov 2021 18:29:21 GMT

Hey there,
Just wanted to jump in here to check to make sure that you saw our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS

Re: Missing thumbnails

GarrettDS — Mon, 22 Nov 2021 17:23:13 GMT

Hey folks,
It looks like we haven't heard back from the OP so I'm going to go ahead and lock the thread. If you have any further questions or concerns, feel free to create a new thread.

Have a great day,
Garrett DS