topic Re: Cannot get playback to work on Nest cameras in Subscriptions and Services

Cannot get playback to work on Nest cameras

lewisamyleigh — Thu, 26 May 2022 13:57:03 GMT

I am unable to get the playback to work on my nest cameras. I have five (5) cameras. I have gone through the forums and done everything.. I have updated the app - Resubscribed to Nest Ware Plus even, my internet is 600mpb down / 40 up. I have reset my modem. Please help! This has been going on for months where I cannot use the playback feature. Anytime I manually or click an event it never plays back it just hangs or sits as a still image. Same in IOS - Same in web browser.

Re: Cannot get playback to work on Nest cameras

trygve — Fri, 27 May 2022 18:16:16 GMT

I have been sharing the same poor experience for months now. They just keep closing the thread without any solutions. I’ve given up at this point and I’m looking for a new product/company. Google ruined a great Nest product.

Re: Cannot get playback to work on Nest cameras

Brad — Tue, 31 May 2022 15:23:18 GMT

Hi there,

I apologize for my late response and thank you for all of your patience while waiting for a reply. I understand how frustrating your situation must be, and I would love to help however I can. Do you still need assistance?

Best Regards,

Brad.

Re: Cannot get playback to work on Nest cameras

KenM — Wed, 01 Jun 2022 15:47:52 GMT

Yes Brad, we all require your assistance.
I have had Nest Aware for several years and now I am experiencing the same issue as many others.
While in the Nest App and trying to watch the video history, it simply will not play the events.
please escalate this issue to have it resolved as we all are paying for a service that is not functioning properly.
Thank you

Ken M

Re: Cannot get playback to work on Nest cameras

Brad — Wed, 01 Jun 2022 15:53:22 GMT

Hey there,

I just wanted to jump in real fast and thank you for your feedback. Please feel free to submit your feedback to us. I've put instructions for feedback below.

Open the Google Home app

At the top right, tap your account.
Tap Feedback

tap the type of device you'd like to submit feedback for.
To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
In the feedback summary, write a brief description of your issue.
Be sure to check the box for Screenshot and System logs.
To submit feedback, at the top right corner, tap Send

If you need anything else, please let me know.

Best regards,

Brad.

Re: Cannot get playback to work on Nest cameras

KenM — Wed, 01 Jun 2022 15:56:59 GMT

Brad,

I do not use the google home app and I shouldn’t be asked to use it. I have the Nest app.
Can you offer any helpful suggestions?

Re: Cannot get playback to work on Nest cameras

PCnest — Mon, 06 Jun 2022 07:08:48 GMT

Same experience

Re: Cannot get playback to work on Nest cameras

PCnest — Mon, 06 Jun 2022 07:12:38 GMT

Same issue and same frustration. Worked fine on IOS until a couple of months ago. Browser version seems fine.

Re: Cannot get playback to work on Nest cameras

Brad — Mon, 06 Jun 2022 15:01:07 GMT

Hey there,

Restarting and factory resetting your Google Nest camera or doorbell will have different results:

Restart: Keeps all your settings, and it should reconnect to the same Wi-Fi network. This is helpful if it ever becomes frozen, has trouble reconnecting to the internet, or isn't working normally.

Factory reset: Erases all your settings and options, and restores its factory default settings. It will not automatically reconnect to Wi-Fi and you'll need to set it up again.

You can find this information, plus additional information on this process here. Please let me know if you have further questions.

Best Regards,

Brad

Re: Cannot get playback to work on Nest cameras

Brad — Thu, 09 Jun 2022 15:33:52 GMT

Hi there,

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread.

Best Regards,

Brad

Re: Cannot get playback to work on Nest cameras

trygve — Thu, 09 Jun 2022 19:30:47 GMT

No update from support, no improvement, no fix. Continued faulty service. When will the Nest team address the issue?

Re: Cannot get playback to work on Nest cameras

trygve — Thu, 09 Jun 2022 19:33:33 GMT

Plus the Google Home App does not support the feature we paid for, “full video history”! Switching to the Home App doesn’t solve the problem.

Re: Cannot get playback to work on Nest cameras

Brad — Fri, 10 Jun 2022 15:18:39 GMT

@trygve

Are you missing all of your video history? Are you sure that you are logged into the correct account with the Nest Aware subscription? Did you process the subscription on the correct account with your cams on it?

Best regards,

Brad

Re: Cannot get playback to work on Nest cameras

trygve — Sat, 11 Jun 2022 23:32:46 GMT

I don’t mean to be rude but I’ve been explaining this problem for over three months now. The iOS Nest app no longer works. Period. It doesn’t work. I can not view any video history without the app locking up with the loading icon. So many users have reported this problem and Nest isn’t doing anything to fix it. They simply do not care that it’s broken. I have the latest app version, latest iOS, latest iPhone. This problem is within the app. The app worked for years perfectly, now it is worthless.

Re: Cannot get playback to work on Nest cameras

trygve — Sat, 11 Jun 2022 23:35:59 GMT

So you want us to report Nest App feedback within the Google Home App?? Seriously? Are you even reading the issues?

Re: Cannot get playback to work on Nest cameras

trygve — Sat, 11 Jun 2022 23:37:58 GMT

There isn’t a problem with the cameras. The Nest App fails to playback video. The web UI works fine viewing the cameras video.

Re: Cannot get playback to work on Nest cameras

PCnest — Sat, 11 Jun 2022 23:58:45 GMT

I think you have stated things perfectly and have not been rude at all. Something has gone wrong with the IOS app from a couple of months ago and, as you said, it's almost worthless now and certainly no longer suitable as a security tool. I don't understand how Google can leave a resolution so long. I imagine a class action will be the only thing to resolve it.

Re: Cannot get playback to work on Nest cameras

Brad — Mon, 13 Jun 2022 15:33:09 GMT

Hey folks,

I cannot fix your app for you, please understand that. If this is specific to the app, then the only thing that can be done is for you to send in your feedback on the issue and wait for an update. I wish I could tell you more, but I would only suggest to Restart, Factory Reset, uninstall, reinstall, those sort of steps. This is not something that Community Specialists have a solution for. If you would like to discuss this issue further, contact Support.

Best regards,

Brad

Re: Cannot get playback to work on Nest cameras

trygve — Mon, 13 Jun 2022 18:52:31 GMT

Hi Brad. Do you have any additional connections with the App Support team? What do you suggest we do if we’ve already submitted support tickets with no response or resolution? Reading this forum and the App reviews in the App Store will quickly show this is a significant problem causing customers to leave. I can’t understand why Google doesn’t acknowledge this issue.

Re: Cannot get playback to work on Nest cameras

Brad — Mon, 13 Jun 2022 20:28:55 GMT

@trygve

The Nest Community Forums is not quite connected with Support as you would think, but the feedback you provide here or in the app we can submit to them which we do every time there is an ongoing issue, or bug that needs fixing. The only issue is that we do not have any control over what is done with that feedback or issue until we hear back on a fix. So continue to send it all in, but I just do not have a solution until we're provided with one.

Best regards,

Brad