Can’t play clips on Nest App

[Falishablatt1]

Our Nest camera will no longer playback video in the app only still shots…how can we fix this issue?

it has the clips all listed with the time stamps and how long the clip is but we can no longer play any of them just shows a still shot of the beginning of the video. 

[MplsCustomer]

@Falishablatt1 

That's what happens when your Nest Aware subscription expires. Has your subscription expired?

https://support.google.com/googlenest/answer/9681538

You can check your subscription here:

https://store.google.com/subscriptions

You can also check your subscription in either the Google Nest app or Google Home app by going to Settings | Nest Aware.

[EmersonB]

Hello everyone,

@Falishablatt1, thanks for posting here in the community. We would like to know if your Nest Aware has expired. You may hit the links shared above for more information. Looking forward to your response.

I appreciate your response, MplsCustomer.

Regards,
Emerson

[EmersonB]

Hi Falishablatt1,

I'm dropping by to ensure that everything is covered here. How's it going with your Nest Camera? We would appreciate it if you could share the information I’m asking above. We'd be glad to hear from you.

Best,
Emerson

[EmersonB]

Hey Falishablatt1,

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, we would be happy to keep it open. If there's more we can do, just let us know.

Thanks,
Emerson 

[jmelgreen]

I am having the same issue. Websites says I should be able to play up to three hours of playback but I can't even do 10 minutes ago. Has been an issue for a few months now. Why the change? We will be looking at buying another brand if we can't get this resolved shortly. Thank you

[EmersonB]

Hi jmelgreen,

We appreciate you reaching out here. The 3 hours is the maximum time that your Nest Camera would record when you don't have the Nest Aware subscription. It's not a continuous video recording. It'll just let you see the events detected within that period of time. With Nest Aware, you can add 30 days of event video history (video clips). With Nest Aware Plus, you will get 60 days of event video history and 10 days of 24/7 continuous video history (a complete recording of each day for 10 days). Let us know if you have more questions in mind.

Best,

Emerson

[jmelgreen]

Hello Emerson,

I should have able to play back video within those 3 hours though correct? Like if I have an event where a person showed up but I missed them, I should be able to play back the video of them being there correct? Only thing I can do now is see a still shot, like a photo. This hasn’t always been the case. 

[MplsCustomer]

@jmelgreen 

If you are seeing only still shots, then you must have an older camera or doorbell that works in the Google Nest app, AND you do NOT have a Nest Aware subscription.  Did you have a 30-day free trial Nest Aware subscription that expired?

https://support.google.com/googlenest/answer/9681538

[Juni]

Hi 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.
 

Regards,

Juni

[jmelgreen]

Hi Juni,

Doesn’t look like it. Seems something has changed within the last 6 months to where we can’t watch videos unless we have a subscription now. Will unfortunately have to make a change to another company. Thank you for your help. 

[janthadeus]

Hey jmelgreen,

We're sad to see you go. We hope we can make it up to you in the future. We're always here to help if you ever change your mind. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.
 

Thanks for chiming in, Juni.

Best,

JT

[janthadeus]

Hi folks,
 

Checking in — I just wanted to make sure if you’ve seen MplsCustomer’s reply. Let us know if you need more help.
 

I appreciate the help here, MplsCustomer and Emerson.

Thanks,

JT