topic Re: I only see snapshots not video in Cameras and Doorbells

I only see snapshots not video

Caryne — Sat, 03 Aug 2024 19:31:52 GMT

I am setting up an older Nest camera. I downloaded the app today. When I go live you can see all the activity. BUT if I go to history and click on a recorded session it is only a snapshot? How do I get video recorded? It used to record video?

Also how can I delete certain recordings not all?

Re: I only see snapshots not video

EmptyNester — Sun, 04 Aug 2024 23:10:01 GMT

When the camera is new NEST gives you a free 30 day trial subscription. After that In order to record EVENTS you need a NEST AWARE MONTHLY subscription. To actually record 24/7 footage you need the NEST AWARE PLUS MONTHLY subscription.

Here is the link to set that up....

https://www.googlenestcommunity.com/t5/Blog/What-is-Nest-Aware/ba-p/581837?emcs_t=S2h8ZW1haWx8Ym9hcmRfc3Vic2NyaXB0aW9ufExTMExXWUNKUUdaSFI5fDU4MTgzN3xTVUJTQ1JJUFRJT05TfGhL

Re: I only see snapshots not video

Caryne — Wed, 21 Aug 2024 01:39:23 GMT

I don't understand. This is a camera we got a few yrs ago. Then we put it away. Now I want to watch my dogs. Never had to have a paid subscription?? Is this new? I purchased a camera I should be able to watchh live, no?

Re: I only see snapshots not video

EmptyNester — Wed, 21 Aug 2024 14:28:28 GMT

It has always been the case for the last 10 years that they give you a 30day trial of the Nest Aware Subscription and then you have to pay for it after that. Without the subscription you can watch the LIVE view and short recorded 'events' that happen in the last 3 hours. It is all explained in that link I sent in the previous message. You can activate it for the first month and if you don't like it you can cancel it.

The only other option I see is there are a number of other cameras on the market that don't require a subscription and they can record the events. Check out the offerings from EUFY, TPLINK, REOLINK, ARLO, RING and many others.

Re: I only see snapshots not video

kaufdrop07 — Sat, 24 Aug 2024 16:59:31 GMT

Hi. I just bought a house that has an older Nest doorbell camera. I paid for a Nest Aware subscription but still only see screenshots, no video and no history. I have both the Nest app and google home apps, they only show screenshots. Any ideas? Thanks in advance!

Re: I only see snapshots not video

EmptyNester — Sat, 24 Aug 2024 17:41:35 GMT

@kaufdrop07 It sounds like you have the 1st generation officially called NEST HELLO. In my opinion this is the better one to have as it works in the older NEST APP. The video history will start from the moment you activate the subscription. You do not get footage before that. The first thing you should check is go into the NEST APP at the top level and click on the GEAR in the upper right corner. The scroll down and click on the NEST AWARE. that next screen will tell you your subscription status. What does it say?

Re: I only see snapshots not video

kaufdrop07 — Sat, 24 Aug 2024 17:58:09 GMT

Thanks for your reply! It only says Meet the new Nest Aware and lists all the features/descriptions. No mention of me subscribing, but I did three days ago. Thoughts?

Re: I only see snapshots not video

EmptyNester — Sat, 24 Aug 2024 18:50:05 GMT

So is there a chance you registered with the wrong GMAIL address? It has to be the one you use to log into the Nest App with.

Another possibility is if you have an old account and you are logging into the Nest App with any email address other than a GMAIL address then you most likely need to covert the older NEST account to GOOGLE account.

Here are the details:

https://support.google.com/googlenest/answer/9297676?hl=en&co=GENIE.Platform%3DiOS

Re: I only see snapshots not video

kaufdrop07 — Sat, 24 Aug 2024 19:13:02 GMT

No, only one email address and have signed out and back in. It says it’s connected to Nest but still no video. 😞 is there a good number to call?

Re: I only see snapshots not video

kaufdrop07 — Sat, 24 Aug 2024 19:16:19 GMT

And at the bottom of the screenshots, it says “Don’t miss a thing with the new Nest Aware” which is strange since I already bought it.

Re: I only see snapshots not video

EmptyNester — Sun, 25 Aug 2024 20:47:46 GMT

Hmmmmm, something has gone wrong. I think at this point your best bet is to speak with an actual Google Tech person. Here is the link to open an official support ticket. Once you answer all the question you should be given the chance to do online chat or actually speak with a person on the phone.

Please return here and let us know if they were able to help you resolve this.

https://support.google.com/googlenest/gethelp