topic Re: Nestcam does not record any event history upto 3 hours in Cameras and Doorbells

Nestcam does not record any event history upto 3 hours

KKS1 — Wed, 18 Jan 2023 18:25:45 GMT

OnTech Support sold and installed my Nest Camera Outdoors. They cannot help figure out why it does not record any history upto 3 hours without a NestAware subscription. At most it shows the most recent event which again is deleted automatically after a few hours.

OnTech keeps deflecting issue to Google for which they don't have any correct contact numbers. Pls advise how to get history upto 3 hours (without Nest Aware subscription as I was explained by OnTech); else I have no choice but to return the camera. Thx

Re: Nestcam does not record any event history upto 3 hours

Jimmy_J — Wed, 18 Jan 2023 21:22:35 GMT

Terrible experience! I have the same issue with recordings not being accessible. Moreover, anything recorded overnight is long gone by the time i wake up. I would return it if you can - just my experience.

Re: Nestcam does not record any event history upto 3 hours

KKS1 — Wed, 18 Jan 2023 21:36:14 GMT

Thx Jimmy, Why say that it records up to 3 hours . What good is the Nest Cam if it does not record. Is Google running a scam? One more issue for the regulators to go after it!

Re: Nestcam does not record any event history upto 3 hours

Jimmy_J — Wed, 18 Jan 2023 21:38:15 GMT

I have been sharing my experiences on this forum and google emailed me today threatening to ban me! I guess they would rather ignore us and pretend the problems dont exist.

Re: Nestcam does not record any event history upto 3 hours

Badattitude — Thu, 19 Jan 2023 00:30:29 GMT

lol

Good!! ^^

Re: Nestcam does not record any event history upto 3 hours

MplsCustomer — Thu, 19 Jan 2023 01:51:29 GMT

@KKS1

If you do NOT have a Nest Aware subscription, for the newer Google Nest cameras and doorbells you should have access to event video history for events that occurred and were detected within the last 3 hours. I would think OnTech Support would know this.

https://support.google.com/googlenest/answer/9681538?hl=en

Re: Nestcam does not record any event history upto 3 hours

KKS1 — Thu, 19 Jan 2023 15:12:17 GMT

Thx. That is exactly my point. I should have "access to event video history for events that occurred and were detected within the last 3 hours". On Tech Support confirms that but cannot suggest why it is not recording/providing a history. They keep referring me to Google Nest Customer service at non-functioning phone numbers. I do not know how else to get Google's attention.

Re: Nestcam does not record any event history upto 3 hours

MplsCustomer — Thu, 19 Jan 2023 15:40:12 GMT

@KKS1

You should be able to view event video history for the most recent 3 hours using these instructions: https://support.google.com/googlenest/answer/10904254?hl=en

Do you have notifications configured and are you receiving any?

Are you able to open your cameras in the Google Home app and get a live view? If you go to home.google.com, can you see your cameras' livestreams?

The only way I know of to contact Support is by starting with this link:

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

Re: Nestcam does not record any event history upto 3 hours

KKS1 — Thu, 19 Jan 2023 16:29:26 GMT

Thx. Yes I do exactly what's in the link above but it does not have any history for the last three hours. At best the most recent event that automatically deletes after a few minutes. yes I do see livestream. But what's the point if it does not capture any history of events which is key to security!

Re: Nestcam does not record any event history upto 3 hours

MplsCustomer — Thu, 19 Jan 2023 16:57:23 GMT

@KKS1

If you go to your cameras in the Google Home app and select Settings | Video | Video history, what option do you have selected on this "Video History" screen? (We have a Nest Aware Plus subscription, which explains our selection and our options.)

Re: Nestcam does not record any event history upto 3 hours

Badattitude — Thu, 19 Jan 2023 17:00:30 GMT

I don't quite understand the automatically deletes part. Are you saving the clip to another device or just looking at live view on the app and then checking history? If the history is empty for the last 3 hours, then it appears to me that there was no event to record. Regardless though, if notifications are set up properly including an email notification, then you will always have a record of events captured in your email...but just a still shot of the trigger point, not a video.

Re: Nestcam does not record any event history upto 3 hours

MplsCustomer — Thu, 19 Jan 2023 17:02:46 GMT

@Badattitude

The new cameras that work ONLY in the Google Home app cannot send emails for events.

Re: Nestcam does not record any event history upto 3 hours

Badattitude — Thu, 19 Jan 2023 17:09:58 GMT

@MplsCustomer

Odd as I could have sworn they do. I do know my Gen 2 camera/floodlight sends a notification to my phone...I see it everyday. I'll have to keep an eye on my email as I thought I saw a Gen 2 notification there too. Can't verify since I delete them often.

Thanks for the info

Re: Nestcam does not record any event history upto 3 hours

Stefanie — Thu, 19 Jan 2023 18:19:34 GMT

@Jimmy_J

I appreciate you sharing your feedback and bringing your concerns to the community, however, the notification that was sent was a warning that your post was marked as spam due to a breach in our spam rules in the Community Guidelines, not an intent to ban.

“Don’t spam the forums or create topics or posts with spammy content, including content or URLs that are promotional or commercial in nature, repetitive, unrelated, or excessive.”

Our Community Specialists have already investigated your case multiple times and replacing your device is not possible because the limited warranty has expired. Our team has also reached out via email on December 21, 2022 to continue helping you with this inquiry. Please check your inbox and look for the email with a subject line: "Re: Your Google Support Inquiry: Case ID [6-1310000033198]." We can continue assisting you over there.

We do not tolerate continued spamming in our community from any user.

Thank you,

Stefanie

Re: Nestcam does not record any event history upto 3 hours

KKS1 — Thu, 19 Jan 2023 18:25:34 GMT

Thx. By some stroke of luck I co9nnected with a LIVE agent who was extremely patient to help factory reset and reinstall the app. Right now it just has one video of me mounting the device. I will know tomorrow if the day's history is recorded or not. So will post again to report if this has been resolved or not. Thx all

Re: Nestcam does not record any event history upto 3 hours

Jimmy_J — Thu, 19 Jan 2023 18:46:07 GMT

I replied back to the email but as per usual have received no response.

Is there a limit to the number of replies or experiences I share with the community? Sharing my personal experience with google products and service will hopefully help others when trying to determine if google products will work for them or if they want to hassle with hardware failures and terrible service. I am also sharing my negative experience on other platforms to highlight the need for better customer care. Have a great day!

Re: Nestcam does not record any event history upto 3 hours

MplsCustomer — Thu, 19 Jan 2023 20:36:36 GMT

@KKS1

I'm glad to hear you were able to reach live Support.

You can also test your cameras by walking in front of the cameras and then checking within 3 hours. Note, however, that if your cameras are running on battery power they may not always detect such an event. (When on battery power, the cameras are "Idle" and don't always wake up in time.) Our battery camera is plugged in with the optional power cable and consistently detects and records events.

Re: Nestcam does not record any event history upto 3 hours

KKS1 — Fri, 20 Jan 2023 15:23:44 GMT

Sorry, I thought this was resolved but no events have been recorded and all history from yesterday is deleted. The saga continues and Google NestCam is a big disappointment! Not sure if this can be fixed after repeated factory resets and app-reinstalls

Re: Nestcam does not record any event history upto 3 hours

MplsCustomer — Fri, 20 Jan 2023 16:24:36 GMT

@KKS1

Well, since you do NOT have a Nest Aware subscription, it's normal for all history older than 3 hours ago to be deleted. And if you have the battery camera running on battery power, it is "Idle" most of the time and may not wake up to detect an event. With our battery camera, if we unplug the optional power cable and walk in front of the camera, it usually will NOT detect or record the event. (When it is plugged in, it does a good job of detecting and recording events.)

That's why I suggested testing it by walking in front of the camera just to see if it even detects the event, and then check your history shortly thereafter to see if the event was captured.

Do you have events configured under Settings | Events? If not, the camera won't record.

Re: Nestcam does not record any event history upto 3 hours

KKS1 — Fri, 20 Jan 2023 17:16:49 GMT

I am afraid you are missing the point. I don't think it is normal for all history older than 3 Hours ago from to be deleted because it defeats the purpose of a security camera- what if I am not home and an event occured 4 hours ago. The product feature as explained to me by OnTech solutions is that it will record events in 10 second clips aggregating 3 hours and deletes the oldest to make room for the latest when it hits the 3 hours threshold.This was further verified by the Google Live Agent . Only if I wanted unlimited recording of all events is when I need the Nest Aware Subscription. What I am complaining about is that it does not keep the last 3 hours of event history which is set to detect people and cars within a defined perimeter/zone.