topic Re: "This video isn't available yet. Check back later." in Cameras and Doorbells

"This video isn't available yet. Check back later."

schaefferarnold — Thu, 20 Oct 2022 05:59:30 GMT

This issue continues to be a problem for my Nest Cam with Floodlight + Google Home App. I've gone down a rabbit hole of other posts talking about this problem, including but not limited to:

It seems like no one at Google is taking this problem seriously. A typical response from Brad or another community member usually starts off with an apology and then questions about a status light, or some other configuration option - then an admission that they don't have a solution, and quick desire to close out the discussion so that no one else can reply.

The question is simple: Why do users receive this message, "This video isn't available yet. Check back later"?

It would make sense if there was a delay in the video processing/uploading to a server. Perfectly acceptable to return an hour or 2 later to see if the video is available. However, when over 7 days goes by and the same clip is still displaying the same message, it's likely a different issue than "uploading/processing".

Camera history can be 1 of 3 states:

blue solid line: recorded, viewable video
gray solid line: recording, unviewable video ("This video isn't available. Check back later")
no lines: nothing was recorded

I'm currently on the phone with Google Support about this very issue right now (10/19/22 at 6:13pm PT), and the current answer to the question above is: "The video is likely corrupted."

All of those gray, solid lines in video history that say "This video isn't available yet. Check back later", according to Google Support, are allegedly "corrupted videos" (though admittedly, this was just the rep's hypothesis). My video history is LITTERED with solid gray lines (I'll spare uploading 100s of screenshots to prove this and hope you'll trust a few examples below):

I asked the representative I'm chatting with if she would use a product that produces corrupt videos, and she said she would not. What's the point of owning a video/recording device/service if the device doesn't...record? If you're reading this, consider ANY other Security camera products on the market besides Google cameras.

I will update this post at the conclusion of my call - where I'm allegedly being transferred to a more senior customer support specialist (ha).

UPDATE: A senior specialist ultimately joined the call and is submitting this ticket to an engineer (TBD if she actually does; even more TBD if they're able to provide an answer).

Re: "This video isn't available yet. Check back later."

haus2020 — Mon, 24 Oct 2022 21:58:39 GMT

I have this same issue for a long time now. What is the ETA for a fix?

Re: "This video isn't available yet. Check back later."

RMU07712 — Mon, 24 Oct 2022 23:52:48 GMT

I am also having this issue...very frustrating!

Re: "This video isn't available yet. Check back later."

schaefferarnold — Tue, 25 Oct 2022 21:45:57 GMT

Here's what's going to happen. Brad, or another Community Specialist is going to reply at some point in the next 7 days. Will start off with an apology, and then ask us to verify some settings (how close is your router to the camera? What version of Google Home app are you using? Have you tried removing and adding the device back, or resetting it to factory settings?)

We'll of course tell that person we've done all the requisite suggestions and then they'll tell us that it's an ongoing issue that they of course have no ETA on a fix. Then we'll be stuck with this subpar camera until the Nest engineering team decides it's time to work on it - which, don't hold your breathe.

I still have an open ticket with a Senior Customer Support specialist who was allegedly connecting me with a support engineer, but I've yet to hear back from them. Will update when (if) I hear back.

Re: "This video isn't available yet. Check back later."

aatienza — Thu, 27 Oct 2022 01:32:43 GMT

Hey folks,

schaefferarnold, thanks for sharing and we're sorry about your support experience. We'd like to check this further — could you give us your case ID from our support team?

haus2020 and RMU07712, I'm sorry for the trouble. I'd like to confim if you have the Nest Cam with Floodlight. I'll keep you posted once I have an update.

Thanks,

Archie

Re: "This video isn't available yet. Check back later."

schaefferarnold — Thu, 27 Oct 2022 02:07:36 GMT

Case ID: 8-0656000033314

I've since heard back, but without resolution. This was the meat of their response:

"...check if there's an available update with the Google Home app in the App Store of your phone as I see there's a new version available [this is accurate, there was a new update in the app store. However, it didn't resolve the issue]. You can also try to uninstall and reinstall the app then try accessing the video history. [Tried - didn't work]."

Re: "This video isn't available yet. Check back later."

Right1 — Sun, 30 Oct 2022 14:25:34 GMT

Absolutely have same problem and same lack of response from Google. Open level 2 tickets for 2 months and zero resolutions. I occasionally get a level 1 tech follow up asking stupid questions including if miraculously resolved when there has been no direct address of my problem and obviously an entire product line issue. Google ruined NEST after taking control.

Re: "This video isn't available yet. Check back later."

gregoggins — Mon, 31 Oct 2022 04:47:53 GMT

I have been in the nest ecosystem for years and love it. Grabbed a 3 pack of the new nest cam battery and all 3 cameras are experiencing the same issue. All 3 cameras will be hard wired so I'm hoping that helps with some of the problem but its infuriating getting motion notifications from nest hello along with the old nest came outdoor while these brand new supposedly better cameras are literally useless. Google genuinely has ruined nest and it makes me wonder if maybe I need to pack this whole google taking over nest experiment up and make the switch to literally any other smart home brand that actually cares to solve software problems.

Re: "This video isn't available yet. Check back later."

JJWolf07 — Fri, 11 Nov 2022 15:53:00 GMT

This issue is seriously frustrating when paying for a subscription and you can't view any of the footage. So annoying the camera can't be added to the nest app either.

Re: "This video isn't available yet. Check back later."

Zicron — Mon, 14 Nov 2022 15:37:47 GMT

Any updates yet? Same problem here with 2x nest outdoor cams.

Re: "This video isn't available yet. Check back later."

schaefferarnold — Mon, 14 Nov 2022 19:34:14 GMT

Here is the most recent reply I received from Google Nest email support:

"Our Engineering team didn't provide exact information about the error message. Basically, that message ("video not available. try again later") tells us that the recording wasn't downloaded and should be available a few minutes or hours after. If not, the event was not recorded or was not saved because of a connection issue with the server."

I wouldn't expect any resolution. Between the Nest engineering team and the folks on the frontlines providing "support", they're only going to tell customers that it's a problem on the customer's side.

My advice is to purchase a different (non-Google) product with better product reviews and support.

Re: "This video isn't available yet. Check back later."

Brad — Wed, 16 Nov 2022 22:08:59 GMT

Hey there,

Sorry to hear that some of you are still experiencing this. If you have a case regarding this inquiry with support, please share it with me, so I can look into it more for you. We’re always looking for ways to improve, and appreciate your feedback. You can send it at any time using your devices by saying, "Hey Google, send feedback," or by following the steps found here.

Best regards,
Brad

Re: "This video isn't available yet. Check back later."

schaefferarnold — Wed, 16 Nov 2022 22:15:16 GMT

Hey Brad -

The case ID is in this thread (you need to scroll up). You're not going to be able to help me any more than the engineering team at Nest, though. And regarding ways to give feedback – that's how I opened a ticket in the first place, by following the steps in your link above.

If you're really sorry that we're experiencing this problem, find a solution for it.

Re: "This video isn't available yet. Check back later."

Right1 — Wed, 16 Nov 2022 22:18:19 GMT

Yes! Quit. Run don’t walk to Sonos & Ring, I guess. Google trying to fix Nest is joke. Wasn’t broken til Google bought them!

Re: "This video isn't available yet. Check back later."

Brad — Tue, 22 Nov 2022 17:50:47 GMT

Hi there, folks.

Thank you again for sharing your experience and feedback with us. If you have a case ID that you are working with support on, please continue that conversation via email with them.

Best regards,

Brad

Re: "This video isn't available yet. Check back later."

schaefferarnold — Tue, 22 Nov 2022 22:10:58 GMT

Thanks for that tip.

Re: "This video isn't available yet. Check back later."

Right1 — Tue, 22 Nov 2022 23:02:52 GMT

Wow Brad (bot),, we couldnt do it w/o your sage advice. Like I said; RUN don’t try to waste another minute w/Any Google device.

Re: "This video isn't available yet. Check back later."

Brad — Wed, 23 Nov 2022 17:26:15 GMT

Hi there,

I wanted to clarify that this is, unfortunately, not something we can assist with here in the forums. As this is a community forum, and not a direct line of support, that is why we suggest working with your current case and support agent, so you can get the assistance you need. Thank you for sharing your feedback with us.

Best regards,

Brad

Re: "This video isn't available yet. Check back later."

schaefferarnold — Wed, 23 Nov 2022 20:51:32 GMT

Let's keep this open, then, until there is a resolution. Other folks landing on this page might want to leave replies about their experiences/update us with a solution.

Re: "This video isn't available yet. Check back later."

SparklePaws — Sun, 27 Nov 2022 16:41:30 GMT

Long time Nest user here and I am having the exact same issue with my Nest battery cameras. I bought 4 to supplement my old wired Nest cameras, which worked great.

Of the 4 new battery cameras, when it comes to seeing video history and live video, 1 seems to work fine, 2 are hit and miss and 1 is completely useless. None of the cameras are stable, meaning that when they do work and show live video, the feed constantly cuts in and out. I have tried them using the plug, solar or just the battery and the issue persists. I have tried switching from 2.4G to 5G. Nothing works.

Based on what I’ve read I’ll have to submit this to google and get stuck forever in the “we don’t have an answer” cycle of no help.

Such a HUGE disappointment for what used to be a great product. And a waste of $500. Ugh.