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24/7 video recording showing gaps of video and no video

crarbo1
Community Member

Has anyone seen this that has the Nest Aware Plus service?  I have 4 Gen 2 wired indoor cameras and starting yesterday afternoon I would get short videos (shown gray in timeline) and short gaps (shown black in timeline) throughout the day and it is still happening.  I have Nest Wifi router and it shows they all have "great" connection and I have been watching live video from the app and they are all on and showing the live feed.  However, if I go back later and check the video history, it has the gaps I mention above.

  I tried chat but they are no help.

Thanks,

Chuck

6 REPLIES 6

Brad
Community Specialist
Community Specialist

Hey there,


Thank you for bringing up the concern you're experiencing, I would love to look into this further for you. The first troubleshooting step that I'd recommend would be to restart your device. This process should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.


Best regards,
Brad

crarbo1
Community Member

Brad,

Thanks for the reply.  I have restarted them but that doesn't work.  One thing I did during my debugging this issue is since I had Nest WiFi routers, 2 of them, I checked what each camera was doing in terms of upload speeds.  I created another post on this forum, this is what I wrote there,

"each of them is using upload speeds between 2Mbps to 6Mbps but they average around 4Mbps.  I have set each of them to use "High" video setting instead of the only other option of "Max", but it still seems too high.  From what I can read, during recording events in the "High" video setting, each would use a maximum of 2Mbps if recording events.  I do have 24/7 recording setup via Nest Aware Plus subscription, but I didn't think they should be using more than 2Mbps of my upload speed from my internet plan.

Is this normal or is there something wrong?"

I also added the following bit of information in the same post,

"Another odd thing I wanted to mention is that I just turned all 4 of those camera's off but 3 of them are still showing about 4Mbps upload while the 4th one is only showing 1Kbps.  I thought if I turned them all off, that the upload bandwidth would go to 0 or into the 1Kbps like the one did.

Seems like something is certainly off with these.

Any ideas as to what is happening?"

Any ideas as to why this would happen?  I think they are using too much upload bandwidth and causing a bottle neck with my internet upload speeds.  The real odd thing is the last part where I turned them off but they were still showing the same 4Mbps average upload speeds while off.

Do you have any further ideas?

Thanks,

Chuck

Brad
Community Specialist
Community Specialist

@crarbo1

 

It would probably be best for you to speak with support. Please fill out this form, and a higher tier of support will reach out to you.

 

Best regards,

Brad

Juni
Community Specialist
Community Specialist

Hi there,

 

I wanted to follow up if you are still in need of any help. If so, please fill out the form above.
 

Thanks,

Juni

janthadeus
Community Specialist
Community Specialist

Hello crarbo1,
 

It’s us again. We haven't received your form. Do you still need our help?

 

I appreciate the help here, Brad and Juni.
 

Regards,

JT

EmersonB
Community Specialist
Community Specialist

Hello folks,

@crarbo1 just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

I appreciate the help, Brad, Juni and JT.

Best,
Emerson