topic Re: No event history in Cameras and Doorbells

No event history

Ryanmgrady22 — Sat, 30 Dec 2023 13:39:42 GMT

I have a nest cam outdoor that’s plugged in and an aware plus subscription yet in the year + I’ve owned it I haven’t had ANY history at all which completely defeats the purpose. I’ve set filters which as soon as I close out completely wipe away, upgraded the subscription etc and nothing works. Need some help with this

Re: No event history

MplsCustomer — Sat, 30 Dec 2023 15:28:03 GMT

@Ryanmgrady22

Is your camera in the same Google Nest "home/structure" as your Nest Aware Plus subscription? If you go to this Subscription Management page and click on your subscription, it will show the name of your Google Nest "home/structure":

https://store.google.com/subscriptions

The name of your Google Nest "home/structure" displays near the top of the initial screen in both the Google Nest app and the Google Home app.

I'm guessing you may have a plugged-in battery camera, since you've had the camera for a year +, and the Google Nest Outdoor Camera hasn't been sold since Sept. 2021. If you have a Nest Aware Plus subscription, you should have 24/7 history for the most recent 10 days, but your camera will not record "events" unless you have enabled events under Settings | Events | Seen events in the Google Home app.

If you go to your camera in the Google Home app and go to Settings | Video | Video history, does it show "60-day event and 10-day 24/7 video history"?

See this Help topic for how to toggle between event and 24/7 video history in the Google Home app:

https://support.google.com/googlenest/answer/10904254

If you actually have the older, 1st gen Google Nest Outdoor Camera, under Settings | Video recording for the camera in the Google Nest app, is "Video recording" turned on? If you go to Settings | Nest Aware, does it show "Active: Nest Aware Plus"?

If you click on the Filters icon and check each item under "Filter" and click "Done", do you see any events? If you toggle from events to timeline, can you scroll through any history?

See this Help topic for now to view history in the Google Nest app:

https://support.google.com/googlenest/answer/9208447

If you have the Google Nest Outdoor Camera, you should also be able to see history on the home.nest.com website.

If none of this helps, you could try the "Contact Us" option under "Nest Aware Premier Care" on the page below to "Get 24/7 access to Nest Aware Experts on the Nest Customer Care team. They’re available to answer questions, help you access features, and manage your subscription."

https://support.google.com/googlenest/answer/9233159

Re: No event history

mazavala — Sat, 30 Dec 2023 16:24:39 GMT

I have the same issue, but it's with an indoor camera. Something/someone moved it and it didn't even catch that. This is extremely frustrating and completely defeats the purpose of the security camera.

Re: No event history

MplsCustomer — Sat, 30 Dec 2023 17:41:41 GMT

@mazavala

Were the suggestions I posted above of any help to you? Did you check the settings in either the Google Nest app or the Google Home app, depending on whether your camera is a 1st gen or 2nd gen indoor camera?

Re: No event history

Ryanmgrady22 — Sat, 30 Dec 2023 18:45:41 GMT

If I go under video it only has an option for 3 hour history when I pay for 24/7 60 day. Are there separate subscriptions for my door bell and google home?

Re: No event history

MplsCustomer — Sat, 30 Dec 2023 19:21:13 GMT

@Ryanmgrady22

If you have the Nest Aware Plus subscription (60-day event and 10-day 24/7 video history), it covers ALL 1st gen and 2nd gen Google Nest cameras and doorbells on the same Google Account in the same Google Nest "home/structure".

If it says 3-hour history under Settings | Video | Video history for your camera in the Google Home app, is it possible that your camera and doorbell and Nest Aware Plus subscription are NOT all in the same Google Nest "home/structure"? As I said above, the name of your Google Nest "home/structure" displays near the top of the initial screen in both the Google Nest app and the Google Home app, and if you go to the Subscription Management page (using the link I provided) and click on your subscription, it will show the name of your Google Nest "home/structure".

If they are all in the exact same Google Nest "home/structure" and you're using the same Google Account to access your subscription and to log into the Google Home app, then you could try the "Contact Us" link I provided earlier for "Nest Aware Premier Care" to find out what's going wrong.

Re: No event history

Ryanmgrady22 — Sat, 30 Dec 2023 20:23:08 GMT

I’ve double checked both of these. It’s not intuitive that the google home and nest are separate apps then subscriptions do not show the devices under. In the doorbell nest app, it shows I have aware plus. In google home app for the camera it shows 3 hour history. How do I determine the root cause of this and fix?

Re: No event history

MplsCustomer — Sat, 30 Dec 2023 21:03:02 GMT

@Ryanmgrady22

I am not exactly clear which camera and which doorbell you have.

If your Google Nest app shows that you have a Nest Aware Plus subscription, and if you are logging into the Google Nest app using the "Sign in with Google" option, and if you are logging into the Google Nest app and the Google Home app with the same Google Account, and if you are accessing the exact same Google Nest "home/structure" in both apps, then your Nest Aware Plus subscription should apply to all of your 1st gen and 2nd gen cameras and doorbells in that Google Nest "home/structure" and you should see your Nest Aware Plus subscription in the Google Home app as well.

That's how it works for us with our 1st gen and 2nd gen Google Nest cameras and doorbells. (We migrated our Nest Account to a Google Account in 2020.)

We access our 10-day 24/7 video history and 60-day event history for our 1st gen cameras and doorbells in the Google Nest app and on the home.nest.com website, and for our 2nd gen cameras in the Google Home app. We can see livestream (only) for all of our 1st gen and 2nd gen cameras and doorbells on the beta "Public Preview" home.google.com website. We can also see all of our 1st gen and 2nd gen cameras and doorbells in the Google Home app, but for our 1st gen cameras and doorbells we can only access event video history, while for our 2nd gen cameras we can also see 24/7 video history.

As I said, if that is not the case with you, try contacting "Nest Aware Premier Care" using the link I provided earlier for assistance to determine what's going wrong.

Re: No event history

Ryanmgrady22 — Sun, 31 Dec 2023 00:55:29 GMT

Thank you I ended up speaking to premium care who is very helpful. Root cause was me having two home accounts for different devices which I’m unsure how that happened. The fix was simply deleting devices off one account, leaving that home and applying them to the other home, then moving my Nest subscription. All works now. Thank you for your help

Re: No event history

EdmondB — Mon, 01 Jan 2024 06:40:42 GMT

Hello Ryanmgrady22,

Thanks for keeping us in the loop, and I'm happy to hear that this has been sorted out. If you need further help, let me know.

I appreciate the help, @MplsCustomer.

Best,
Edmond