Video download

[JayH37]

After the last update I am no longer able to download any video clips at all. Very unhappy

[MplsCustomer]

@JayH37 

Did you have a Nest Aware subscription that expired? What camera or cameras do you have? What happens when you try to access and download a video clip?

[JayH37]

My subscription is current and valid. Google nest wireless. When I download clips it says connecting to network and will say that all day long. I have to restart my phone to get the notification to clear. Might be useful to mention internet service is also valid and current with no outages nor power outages

[MplsCustomer · Accepted solution]

@JayH37 

Since this is an issue with Nest Aware, perhaps it's worth using 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." (Google Nest's words.):

https://support.google.com/googlenest/answer/9233159?hl=en

[Juni]

Hi folks,

@MplsCustomer, thanks for the help.

@JayH37, thanks for posting. This is not the experience that we wanted you to have, let me help you out. A few things: what is the make and model of the phone that you are using? Did you try to reboot your phone and your WiFi router to refresh? Have you tried using another phone to further isolate the issue? 

Keep me posted.

Thanks,

Juni

[Juni]

Hi there,

Buzzing in to check if you have additional questions and concerns about your device. Let us know by updating this thread, and we're glad to assist you further.
 

Regards,

Juni

[Juni]

Hello JayH37,

We haven’t heard back from you, I'll be locking this thread in 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.
 

Best,

Juni