topic Re: History video won’t load in Subscriptions and Services

History video won’t load

Dukesgirl09 — Fri, 17 Mar 2023 19:19:17 GMT

I just installed our new nest doorbell (wired, gen 2) and since it won’t connect to the nest app anymore set it up under Google home. I get notifications for the doorbell like I used to from nest but when I go to history the video won’t load/show. We still have other devices that show recording/playback on the nest device. Screen shots in the Google home app for history attached.

Re: History video won’t load

MplsCustomer — Fri, 17 Mar 2023 19:27:33 GMT

@Dukesgirl09

Is the new 2nd gen doorbell in the same Google Nest "home/structure" as your older cameras?

If you go to the doorbell in the Google Home app and go to Settings | Video | Video history, is "60-day event and 10-day 24/7 video history" checked?

Can you livestream the doorbell from the Google Home app? From the home.google.com website?

Re: History video won’t load

Dukesgirl09 — Fri, 17 Mar 2023 20:36:42 GMT

What do you mean by “structure”?

History setting is checked for 30 day event video setting. (It’s either that or no video history).

yes I can live stream from both the app and the website.

Re: History video won’t load

MplsCustomer — Fri, 17 Mar 2023 21:42:53 GMT

@Dukesgirl09

The name of your Google Nest "home/structure" (they use both names) displays near the top of the initial screen in the Google Nest app and the Google Home app, and next to the word "PREVIEW" on the home.google.com website, and under the word "HOME" on the home.nest.com website.

You have "30-day event video history" checked, so you must have a Nest Aware subscription, so I don't know why you can't access your event history.

If you don't get any other ideas here, you could try contacting Support:

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

Re: History video won’t load

EmersonB — Wed, 22 Mar 2023 18:13:14 GMT

Hello everyone,

@Dukesgirl09, thanks for reaching out here in the Community. How's it going with your Nest Doorbell? Is your Nest Camera installed in the same home structure where your other Nest devices are installed? Remember that the Nest Aware subscription can be applied to one home structure and if you add your Nest Camera to a different home structure it'll not be covered by your subscription. Looking forward to your response.

I appreciate the help, MplsCustomer.

Regards,
Emerson

Re: History video won’t load

Dukesgirl09 — Thu, 23 Mar 2023 01:10:17 GMT

I did the camera reset instructions for a 3rd time and it finally works now!

Re: History video won’t load

janthadeus — Thu, 23 Mar 2023 06:28:09 GMT

Hey Dukesgirl09,

Happy to hear that! We appreciate the gesture. It looks like we can consider this one complete, so I will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Thanks for the help here, MplsCustomer and Emerson!

Best,