2nd Gen wired Nest Doorbell phone notification cuts off video preview content too early

[zskwrel]

Most phone notifications I receive from my Nest 2nd gen wired doorbell to Google Pixel 7 show almost nothing within the preview except towards the end where I might begin to see someone coming into frame as they walk towards my porch. In order to find out how urgent a new event is, I then must open my Google Home app and hope the video event doesn't give me the dreaded "This video isn't available yet. Try again later." message.

None of my other Google Nest cams, new or older models (including the original Nest Hello doorbell) have such poorly timed video preview notifications.

Has this been an issue for anyone else?

[Waylay]

Same issue. This is only happening on the Nest 2nd gen wired doorbell.

5 Nest Cam Battery & 1 Nest Cam IQ Outdoor are OK

Recently "Upgraded" from Nest Hello to Nest 2nd gen doorbell. 

Nest 2nd gen doorbell :

Notification previews do not capture moving person. Timing is off.

Pixel 6 Pro

Nest Doorbell wired 2nd Gen

Nest Cam IQ Outdoor

[Brad]

Hi there, 

Sorry to hear you're experiencing this, as I can imagine it has been an inconvenience. I would love to look into this further for you. Have you already tried to restart all of your device and made sure that they are all updated to the latest software? How is your internet connection? If your devices are far away from the router, it could cause further delays or issues with events being detected. Please let me know. 

Best regards, 
Brad

[zskwrel]

My Internet is Fiber to the home (500/500 Mbps) and the 2nd Gen Nest wired doorbell is about 15 ft from the nearest wireless AP. All software is up to date as far as I can tell (nest software venus-user 1.63 as of 2023-01-15).

[Brad]

@zskwrel 

Have you tried to check to see if you're seeing the same concern on the Google Home Web App? I ask, so we can determine if this is specific to your phone device, or your camera. 

Best regards,

Brad

[aatienza]

Hey there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

I appreciate the help, Brad.

Thanks,

Archie

[zskwrel]

AFAIK, the current Google Home web app does not show any notifications with prerecorded video clips such as you would see on a mobile device.

[Brad]

Hi there, 

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Thanks for your help here, Archie.

Best regards, 

Brad

[zskwrel]

I guess nothing mentioned here (including a full device reset) has solved my initial issue with video clip timing on notifications. It's the only nest camera I own out of 5 nest cams at my home that has this problem.

[Brad]

@zskwrel 

If none of the previous troubleshooting steps have worked to resolve this for you, please fill out this form, and a support agent will be reaching out to you with further assistance. 

Best regards,

Brad

[Brad]

Hi there, 

I wanted to check and see if you've filled out the form I sent yet. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[zskwrel]

I filled out the form. Thank you.

[Brad]

@zskwrel 

Thank you for filling out the form! You should be hearing from support soon if you haven't already. 

@Waylay 

Please fill out the form I sent previously so support can assist you with this. Let me know once you have filled it out. 

Best regards,

Brad

[Brad]

Hi there,

I wanted to pop in and see how things are going. Please let me know if you still need help. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad

[Waylay]

The issue has not been resolved.