topic Really Need Help! Camera history in Subscriptions and Services

Really Need Help! Camera history

potz — Tue, 30 Jul 2024 00:15:20 GMT

A car accident ended up with a vehicle on my front lawn yesterday. Police are requesting video history from my Nest/Google camera of the event. I simply cannot access this history from any of my three cameras. Every time I pull up an activity timestamp I get, "can't connect to stream". The live feed works but cannot access any video history. How can I access this?? Very disappointed and frustrated.

Re: Really Need Help! Camera history

ByronP — Wed, 07 Aug 2024 19:54:38 GMT

Hi potz,

Thank you for posting. I'm sorry that the video history of your event got lost. I understand how frustrating it is when you need this special event history for police reports. Help's here.

I just need to confirm some information to troubleshoot your issues. Can you please confirm:

What type of Nest camera do you have?
Are you signed into the Nest app or Google Home app?
Can you check the camera's live feed?
Did anything change in the home or with the camera around that time?
Do you have a Nest aware subscription? If so, what type of Nest-aware subscription is it?

Please keep me posted. I'll look forward to your response.

Regards,

Byron

Re: Really Need Help! Camera history

amgpod — Wed, 07 Aug 2024 18:58:31 GMT

Similar issue, no help from support chat other than "wait 24 hours".

Re: Really Need Help! Camera history

jenniffert — Wed, 07 Aug 2024 20:12:56 GMT

Hi @amgpod,

Thanks for reaching out to the community. I’m sorry to hear that you’re not able to see the video history from your cameras. I'm here to help!

In this situation, it would be very helpful if you could share the previously requested information to effectively provide a solution.

Please keep me posted.

Best regards,

Jenniffer