topic Re: Missing time frames in Cameras and Doorbells

Missing time frames

travelingfool — Sat, 07 May 2022 13:05:04 GMT

Most of the time my history of event will only show a few time frames, certainly nothing like 24 hours. When I CAN see more than that, if I scroll through and tap one, it won't show it in full view. Then the darn thing just disappears on me! This morning, I could actually scroll back to about 3:47 AM and there was something very strange on my porch. It looked like a giant (and I mean HUGE centipede) that was a bright white. I tapped on that frame but it wouldn't enlarge. So, I came out here to the computer hoping to see it here. Now that time frame is gone like the wind. I find this extremely annoying and frustrating. What if that had been someone trying to break into my house?

Re: Missing time frames

SteveT1 — Thu, 12 May 2022 00:06:17 GMT

Hi there,

Thanks for reaching out. Let's get this sorted out. What type of Nest Camera are you using? Also, what type of Nest Aware subscription do you have?

You can check this article on how to Troubleshoot CVR video history gaps or missing parts for more info.

Regards,

Steve

Re: Missing time frames

travelingfool — Fri, 13 May 2022 15:21:52 GMT

Did you get the info I sent? If not, all I know is that it cost $206.10 at Lowes. It's just the camera doorbell. I don't have any other Nest things in the house.

I had the basic Nest Aware for the first two years (8/16/19 to 8/16/21) for $50 a year. Each time I tried to get help, I got nowhere fast so I dropped the subscription last June.

Re: Missing time frames

SteveT1 — Wed, 18 May 2022 23:39:03 GMT

Hi there,

I'm sorry for the delay. Without a subscription, you can only stream live video and get up to 3 hours of still image snapshots. You can check this article on What you get with a Nest Aware subscription to learn more.

Regards,

Steve

Re: Missing time frames

travelingfool — Thu, 19 May 2022 13:42:53 GMT

Thank you for the info and link. Guess I'll be forced to pay for it again.

Re: Missing time frames

SteveT1 — Mon, 23 May 2022 05:55:57 GMT

Hi there,

I appreciate the reply. If you are still not able to get your recordings or Nest Aware features after subscribing, I would recommend to get a screenshot of the event or clip. We would be happy to check this further.

Regards,

Steve

Re: Missing time frames

travelingfool — Mon, 23 May 2022 13:09:23 GMT

I paid for the year and can now get the constant recordings.

Again, thank you for the help and links.

Re: Missing time frames

aatienza — Thu, 26 May 2022 05:01:07 GMT

Hey travelingfool,

Thanks for the help, Steve.

That's great to hear! Let us know if anything comes up, we're here to help.

Thanks,

Archie

Re: Missing time frames

aatienza — Fri, 27 May 2022 05:18:50 GMT

Hey travelingfool,

As we got our resolution here, I'm going to mark this one as resolved. Please feel free to open up a new thread if you need assistance.

Thanks,

Archie