topic Re: Only a Pic, no video in Cameras and Doorbells

Only a Pic, no video

Mb8a — Tue, 09 Aug 2022 12:31:31 GMT

I have the Nest Hello Doorbell and when we get an alert, it only shows a pic, it does not show video history. I thought it might have been a subscription issue so we upgraded to the 10 day history, but that was a bust. We upgraded again to the 30 day history and still no video history, only pics of events. This is very frustrating….

Re: Only a Pic, no video

Christy99x — Tue, 09 Aug 2022 20:35:49 GMT

I have been experiencing this issue for over a week. The notifications no longer show a preview of the recording and when you click on the device to view, the video never loads. This has rendered my cameras and doorbell completely useless.

In viewing prior posts about this, it is apparently an ongoing issue with no resolution.

I have restarted my phone, the devices, the WiFi, etc. I gave details of this issue in a review for the Google Home app and the developers responded with tips to correct the problem and none of them worked.

Given the amount of money paid for these devices, I expect them to work properly. This is unacceptable.

Re: Only a Pic, no video

aatienza — Fri, 12 Aug 2022 23:34:18 GMT

Hey folks,

@Mb8a I’m sorry you’re having trouble with this. No worries, we'll check this out. When did it start happening? What phone are you using (Android, iOS)? Also, On your Notification settings, uncheck all that's chosen and reselect them. Keep me posted.

@Christy99x I understand how important this is for you. Have you contacted our support team about this? If so, do you have the case ID from your interaction with them so I can take a closer look?

Thanks,

Archie

Re: Only a Pic, no video

Christy99x — Fri, 12 Aug 2022 23:47:58 GMT

Archie,

This started happening about two weeks ago. I have a Samsung S22 Ultra (Android).

I have done the following:

Unchecked and rechecked all notification settings, uninstalled and reinstalled the Google Home app, restarted my phone and restarted all cameras.

I gave a review on the Google Store detailing how I can no longer view the recordings on my camera in the Google Home app as well as the notification previews. The developer team responded and provided a list of tasks for me to try and fix it, all of which did not work. I replied back to them letting them know this and have not received a response. There was no case number for this interaction.

In researching this forum, this is apparently a known issue with no known fix as I see many users experiencing the same problem. These posts continue to be closed down despite users saying they are still experiencing issues.

This is unacceptable. These cameras and doorbell I have purchased are currently useless to me.

Re: Only a Pic, no video

Mb8a — Sat, 13 Aug 2022 13:24:10 GMT

Archie,

I have iOS on my phone. I have unchecked the notifications and reselected them, but all I see is a pic of the announcement. You get a notification for motion, but when all you get is a pic, it is worthless.

This started from the initial installation of the product last month. We switched from the Arlo doorbell because the picture quality wasn’t as good as our previous Nest doorbell camera. The previous Nest worked perfectly and that was in 2019 - 2020, what happened in a year that you are now selling paper weights? Are all Nest doorbells experiencing the same problem? If this is a small percentage of doorbells experiencing this issue, I will return it, but if it’s all Nest cameras, I will go back to the Arlo with it’s subpar camera and notifications. This is not a rhetorical question, I really do want to know because it will define my next steps. Will I get a refund for yearly license since the 30 days of backups are for pics and not video?

Re: Only a Pic, no video

aatienza — Sat, 20 Aug 2022 01:05:36 GMT

Hey folks,

This is not the experience we'd like you to have. To confirm — have you tried using a different phone to see if it happens the same? Also, were you able to try resetting the camera to its default settings? Check out this link for additional help.

Thanks,

Archie

Re: Only a Pic, no video

Christy99x — Sat, 20 Aug 2022 06:06:00 GMT

Archie,

Thank you for your reply. I have checked and all other family members (iPhone and Android) are not having issues with notification video previews and/or video playback for the cameras. It is only me.

Re: Only a Pic, no video

aatienza — Tue, 23 Aug 2022 01:05:06 GMT

Hey Christy99x,

Understood. Did you make any changes to your phone settings? Check if there's any available OS update on your phone. Also, try to clear the cache, then force close the Google Home app to see if that helps.

Thanks,

Archie

Re: Only a Pic, no video

Christy99x — Tue, 23 Aug 2022 02:20:28 GMT

Hi Archie,

My OS is up to date as well as all apps. I cleared the data and cache in the Google Home app, the camera app and the Messages app. I then did a Force Stop on all of these apps. I am still unable to view any events from all three cameras and notifications still are not showing any type of preview at all. I have not changed any settings.

Re: Only a Pic, no video

aatienza — Wed, 24 Aug 2022 06:02:05 GMT

Hey Christy99x,

Thanks for trying those steps. Could you try signing out your account in the Google Home app, then sign back in? If that doesn't work, check if the Google Home app has permissions to use the phone's location. Also, try using your mobile data to isolate the issue.

Thanks,

Archie

Re: Only a Pic, no video

Christy99x — Wed, 24 Aug 2022 06:32:01 GMT

Archie,

I signed out of the Google Home app and back in again, I also deleted and reinstalled the Google Home app and I also checked the permissions and Location is allowed. I also turned off Wi-Fi to use mobile data. I rebooted my phone each time I made these changes and I still cannot view any video history and I am not still not able to see a video preview in the notifications.

Re: Only a Pic, no video

aatienza — Wed, 24 Aug 2022 23:09:21 GMT

Hey Christy99x,

Got it. Could you tell us the OS version of your phone? Also, what's the Google Home app are you using? To check this, open the Google Home app > Touch and hold your device's tile > Tap Settings > Device information. Keep us posted.

Thanks,

Archie

Re: Only a Pic, no video

Christy99x — Wed, 24 Aug 2022 23:18:29 GMT

Archie,

Android v 12

Google Home v 2.56.1.11

Re: Only a Pic, no video

aatienza — Wed, 24 Aug 2022 23:32:41 GMT

Hey Christy99x,

Thanks for the information. Could you fill out this form and let us know once you're done?

Thanks,

Archie

Re: Only a Pic, no video

Christy99x — Thu, 25 Aug 2022 01:43:54 GMT

Archie,

I completed the form.

Re: Only a Pic, no video

aatienza — Thu, 25 Aug 2022 02:48:30 GMT

Hey Christy99x,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Please keep your lines open as they may reach out to you anytime soon.

@Mb8a I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

Thanks,

Archie

Re: Only a Pic, no video

janthadeus — Tue, 30 Aug 2022 02:12:45 GMT

Hi folks,

Thanks for your help here, Archie.

@Mb8a, we haven't received your form. Were you able to fill it out? Do you still need help?

Regards,

Re: Only a Pic, no video

Christy99x — Tue, 30 Aug 2022 02:35:21 GMT

Archie,

I have received no contact regarding the form I submitted.

Re: Only a Pic, no video

Mb8a — Tue, 30 Aug 2022 10:49:58 GMT

I’m on PTO, I will fill it out next week,

Regards

Mario

Re: Only a Pic, no video

aatienza — Wed, 31 Aug 2022 02:13:13 GMT

Hey folks,

@Christy99x Understood. Our team is still reviewing your case. They'll reach out to you once they have an update. Thanks for your patience.

@Mb8a Sounds like a plan. Keep us posted.

Thanks,

Archie