cancel
Showing results for 
Search instead for 
Did you mean: 
Replies are disabled for this topic. Start a new one or visit our Help Center.

Blank "!" thumbnail icons in Event History Feed

qapnguyen
Community Member

 

Whether it is per camera's own history feed or accessing the combined event history for all cameras

I get these grey ! icons instead of nice thumbnail screenshots.

I've uninstalled and reinstalled Google Home app on Android (Samsung S10 5G) running Android version 12 but still same problem.

Image below

 

18 REPLIES 18

Vic2ry
Community Member

Following - same problem

hagenpaula57
Community Member

I am also having this problem. A sex offender transitional home was just located across the street so it is vital that I can see what is happening. Last night it saw a person after dark but there is no recording.  It just says this recording is not available yet. When people are depending on cameras for safety, it is imperative that they work.

EmersonB
Community Specialist
Community Specialist

Hello hagenpaula57,

Thanks for reaching out here in the Community and for sharing with us your concern. To confirm, what is the light status of your Nest Cameras? Do you have the battery type of Nest Camera? Were there any recent power or Wi-Fi outages in your area? Try restarting your Nest Cameras and Wi-Fi router. 

Let us know how it goes.
 
Regards,
Emerson

EmersonB
Community Specialist
Community Specialist

Hi hagenpaula57,

I'm dropping by to ensure that everything is covered here. How's it going with your Nest Camera? Were you able to read the information and check the link I shared above? In case you have an update, you know where to find us.
 
Thanks,
Emerson

Hey there,

 

It’s us again. Still need our help?

 

I appreciate your help, Emerson.
 

Thanks,

JT

Hey there,

 

Checking back in — we haven't received your form. Were you able to fill it out? Still need our help?

 

Regards,

JT

Hey there,


I haven't heard from you in a while so I'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community.
 

Best regards,

JT

finlay000
Community Member

Same here.  grey icons (with i in a circle) instead of nice thumbnail screenshots.

Tested on Samsung A10e, Samsung J3, Samsung A12, Samsung T510 and Samsung S2

Various Android versions and latest Google Home app.

I have ticket open. Did you find a resolution?

EmersonB
Community Specialist
Community Specialist

Hi finlay000,

 

Thanks for reaching out here in the Community and for sharing with us your information. Could you share with us your case ID? So that we can take a deeper look.

 

Best,

Emerson

Case ID [3-7618000033868]

janthadeus
Community Specialist
Community Specialist

Hey there,

 

Thanks for following up. Let’s see what’s going on — a few questions: when did the issue start? Were there any changes to your Wi-Fi network? Also, are your cameras connected to a 2.4 GHz or 5 GHz Wi-Fi network?

 

Here are some troubleshooting steps you can try:
 

  1. Close all the apps running in the background of your phone, reopen the Google Home app. Then, check your event history again. 
  2. At the highest video quality setting, your cameras can use a large chunk of the internet connection to stream video. Slower internet service might not be able to keep up. Check your internet speed here: https://goo.gle/2JaUmYI. The page would show your download speed then click “Show more info” to check your upload speed. Have a look at this article for your guide: Internet bandwidth and speed requirements for Nest cameras.
  3. Open the Home app Google Home app.
  4. Touch and hold your device's tile.
  5. At the top right, tap Settings .
  6. Choose Video.
  7. Under “Video quality,” choose Max or High.
    • High settings uses less bandwidth.
    • Max settings uses more bandwidth.
  8. Restart your phone, turn it off for 60 seconds then turn it on.
  9. If you have a dual band Wi-Fi frequency switch your connection to 2.4 GHz Wi-Fi to improve your connection.

Let me know how it goes.

 

Best,

JT

Issue has existed since installation.

No changes to network. No network errors in pcap traces.

Using 2.4GHz... 5GHz is disabled in Canadian 2nd gen nest products 😞

1. Closed app and restarted... even tried factory reset of doorbell and android device. Issue persistent on all Samsung devices tested

2. Confirmed network bandwidth meets requirement. Please note provider has CGNAT

3-8 already set to highest resolution. Tried changing, exit, restart.

9. Cant use 5GHz in Canada... Canadian Nest 2nd Gen devices have 5GHz disabled. Perhaps Canadian marketing and packaging should state 5GHz disabled in Canada

 

Open to other suggestions please and thank you

janthadeus
Community Specialist
Community Specialist

Hi there,
 

I'm sorry for the delay. We appreciate your efforts in trying those steps. Let’s further check this — could you switch your connection from Wi-Fi to cellular data then let me know if that helps?

 

Thanks,

JT

Hello and thank you for the recommendation 

Using cellular data provides the same result as with wifi.

 

janthadeus
Community Specialist
Community Specialist

Hello finlay000,

 

Got it. Let’s further investigate this — could you fill out this form and let us know once you’re done?

 

hagenpaula57, please also fill out the form so we can further assist you.

 

Looking forward to your response.

 

Thanks,

JT

janthadeus
Community Specialist
Community Specialist

Hi there,

 

It's me again. I want to check if you still need help. Don't hesitate to reach back if you do.

 

Best,

JT

janthadeus
Community Specialist
Community Specialist

Hi there,

 

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

 

Best,

JT

Case is [3-7618000033868]