Can't download clip, it just freezes

[natopigro]

This is what happens when I try to download locally a clip from the cloud whem I am not connected to my wifi home (sorry for the italian).  There is writte "waiting for connection", even if I am connected H+/4G. 

The notifacation stays there and I cannot event cancel it, it is just stucked. I have to restart the phone to remove it.

I have a Pixel 5.

 

[MplsCustomer]

@natopigro 

I've seen two other customer postings reporting the same thing, that you can't download video clips when on cellular data.

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Cannot-download-video-over-mobile-cellu...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Google-Nest-Doorbell-2-gen-wired-mobile...

[natopigro]

Well... togheter with this that's another very bad feature of the software.

If someone enters in my house when I'm out without a wifi how I am supposed to save the clip locally? I can basically save clips of someone entering my house only if it's me entering the house or if I'm already in the house or if I get home within three hours.
Just ridiculous.

Excuse me but I'm really disappointed with google for this product.

[EmersonB]

Hi everyone,

@natopigro thanks for reaching out. This concern is really an interesting one. Saving your event history clips requires a strong connection to the internet and it also depends on how high the quality of the video is in the settings. As long as your app detects that you don't have enough internet connection it won't let you download the clips.

Hit these links for your reference.
Internet bandwidth and speed requirements for Nest cameras
Save and download video clips

I appreciate the response, MplsCustomer.

Regards,
Emerson

[natopigro]

One thing is not clear to me: is it a matter of network speed or is it necessary to be connected via wifi?
Because testing the connection speed my 5g is faster than my home wifi network, so I don't understand the problem.

[EmersonB]

Hello Sanderson,

Thanks for getting back to us and we appreciate your insights about this concern. What we're trying to explain here is that the WiFi network connection is much more stable than a mobile hotspot or a mobile data which usually depends on your location, signal or your carrier. A cellular data signal would fluctuate more than a WiFi network. But your insights here are very interesting and a cool feature. I'd suggest you send feedback about your concern using this form to let the Google Engineering team know about this. While they won't respond directly back to you, this is the best way to let them know about this. Let us know if you have more questions in mind.

Regards,
Emerson

[natopigro]

And the stability is a my problem ora a server problem?

What I am trying to say here is that if I can't donwload the clip when I'm not at home the app design is very bad. I used Imou life app and it allows the download without any issuse. Why google can't?

[EmersonB]

Hi natopigro,

I know how important this is for you. Well take note of it and ensure that we'll learn from your experience as we continually improve our products and service. Rest assured that we'll take this as feedback. We'll learn from this to deliver a better process and experience in the future. Aside from your feedback, is there anything else I can help you with?

Thanks,
Emerson

[EmersonB]

Hey natopigro,

It's me again. Please let me know if you have other questions or concerns as I will be locking this after 24 hours. Feel free to start a new thread and we'll be happy to help.

Regards,
Emerson

[natopigro]

Hi, yes. I would like to know if the notification issue is a bug or a feature.

"The notifacation stays there and I cannot event cancel it, it is just stucked. I have to restart the phone to remove it." (from my first post).

Thanks

[EmersonB]

Hello natopigro,

Try reinstalling your app and your Wi-Fi network and check its behavior. Let us know how it goes.

Best,

Emerson

[Juni]

Hi there,

Buzzing in — I just wanted to follow up if you were able to try the steps provided. Please let us know as we would be happy to answer any questions you may have.

Regards,

Juni

[Juni]

Hello there,

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

Thanks,

Juni