Can't view events in my timeline anymore, can't choose event types in the filter

[gobuffs98]

I have been using my nest doorbell camera for just over 5 year.  When I select the camera It say "Today" and below it says "No Events"  I select the Filter and it does not allow me to select event types.  Earlier today I received a notification that I had a package delivery and was able to see it live.  I can see what is going on live with the camera.  At one point I could scroll through the day, but I am not able to do that either.

[gobuffs98]

I no realize I can tap on the 3 vertical bars and the go horizontal.  This gives me times, but no events are present on the timeline.  I usually would have over 100 events a day.  Usually just passing cars.

[Yoyomama]

I am experiencing same issue

[Yoyomama]

That just happened to me too, no history to view. 

[Pvail]

This is happening to me today also. I received notification and saw the video of my mailman earlier today and now suddenly everything is gone. What’s happening??

[gobuffs98]

I checked the next morning and it is working fine again. 

[Pvail]

Same here. Crazy!

[rcortesim]

Two workers walked into my backyard, stayed for a few minutes, then walked out. Their movement did not trigger an event on the time line. This happens a lot, which leaves me worried that if they had been trespassers, I wouldn't know they were there. This needs fixing, or I will find a new service that works and is dependable.

[chaconmorales]

Hi @rcortesim,

Thank you for posting here in the community. I'm sorry to hear about the event history issues with your Nest Cameras/Doorbells. Don't worry, I'm here to help! Let's take a look and see what's going on.

There are a few reasons why your Event History might be having some issues and here are some steps to start the troubleshooting process.

Basic troubleshooting Steps:

1. Check Subscription Status: Double-check if your Nest Aware subscription is active and applied to the correct Nest devices/home structure in your Google Home app.
2. App Restart: Sometimes a simple app restart can resolve temporary glitches. Close the Google Home app completely and relaunch it on your phone or tablet.
3. Device Reboot: Try rebooting the Nest camera itself. Locate the reset button (usually near the micro USB charging port) and press it for a few seconds.
4. Check Filters: Ensure you haven't accidentally applied any filters in the Google Home app that might be hiding event history. Review the filter options for your Nest camera and make sure "All Events" is selected.
5. Change the notification settings: Please check their notification settings and recent camera activity for similar events.

You can also check the following article to Troubleshoot event video history. I also appreciate it if you can check the Events history to confirm if the Nest devices are able to record the motions but not to send the notifications. You can refer to the following article: Camera and doorbell alerts.

Please keep me posted.

Regards,

Mario

[rcortesim]

Hello Mario. Thanks for your response. 

None of the items in your list apply. My issue is intermittent, and I have triggered an event by walking into my yard a short while after the two workers left.

This is occurring frequently, and is quite worrisome. What good is this system, if it doesn’t trigger an event when multiple people go into my yard?

[chaconmorales]

Hi rcortesim,

Thank you for following up. I understand your frustration with the event history issues even after troubleshooting. I apologize for the inconvenience you're experiencing. 

Since you've already tried the basic troubleshooting steps for your Nest Cameras/Doorbells, let's move on to some more advanced solutions:

Advanced Troubleshooting:

• Set up and use Activity Zones: You can create custom Activity Zones for your camera or doorbell for different types of activities that you want to be notified about. Just use the app to draw a zone around a specific area in your camera’s view.
• Network Reset (if comfortable): If you're comfortable with it, consider restarting your Wi-Fi router. This can sometimes clear up communication issues between your Nest device and the network.
• App Update: Ensure you're running the latest version of the app on your phone or tablet. Updates often contain bug fixes related to network connectivity or notifications for Nest devices.
• Factory Reset (Last Resort): If none of the above solutions work, consider resetting your Nest device to factory settings. This will erase all its data and settings, including Wi-Fi information. Note: Before resetting, make sure you know your Wi-Fi network name and password for re-setup.

You can also check the following article to Set up and use Activity Zones or the following guide to Restart or factory reset Nest camera or doorbell.

Let me know if you need further assistance.

Regards,

Mario

[rcortesim]

Mario,

Thanks for your responses. I will using Activity Zones to see if that helps and let you know.

[rcortesim]

Mario,

The results were immediate. After setting an Activity Zone that covered anyone entering the yard, it failed to detect my movement, as I exited the backdoor and walked into the yard and alley gate area. 

Coincidentally, I've had to restart my wifi router for other reasons, so that process didn't help, either.

App updates are made regularly on my phone, but these events are not even showing on the desktop version of Nest.

I am hesitant about doing a Factory Reset, as I need to keep my data and history intact.

I feel that technical advisors need to do some troubleshooting on your end to determine this issue, as I've read that I am not alone in issues similar to mine. Otherwise, if this is the company's last resort, then my last resort might be to find a different service for home video security.

[chaconmorales]

Hi rcortesim,

I understand your frustration with the event history issues with your Nest Cameras/Doorbells even after troubleshooting. I apologize for the inconvenience you're experiencing. As the last resort I understand that you would rather not to Factory reset Nest camera or doorbell.

To assist you better, we'll need some additional information. I'm sending you a secure form where you can provide all the necessary details and also please fill out all the information required.

Here's the contact us form.

Once you've completed the form, please let me know. This will allow us to investigate the issue further and find a solution.

Best,

Mario

[rcortesim]

Mario, I've submitted the form you provided. Thanks.

[chaconmorales]

Hi rcortesim,

We've received your form and appreciate the details you provided. Please keep an eye on your email, as someone from my team will contact you shortly to help. If you have any questions or concerns in the future, feel free to reply to this post.

Regards,

Mario 

[anhpn13]

Hi Mario,

I’m having the same issue after troubleshooting. Can you please send me the form as well?

 Thanks for your help.

[chaconmorales]

Hi anhpn13,

I understand your frustration with the event history issues with your Nest Cameras even after troubleshooting. I apologize for the inconvenience you're experiencing and thank you for your best effort.

To assist you better, we'll need some additional information. I'm sending you a secure form where you can provide all the necessary details and also please fill out all the information required.

Here's the contact us form.

Once you've completed the form, please let me know. This will allow us to investigate the issue further and find a solution.

Regards,

Mario

[chaconmorales]

Hi anhpn13,

We haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help!

Regards,

Mario

[anhpn13]

Thanks for following up-- just submitted the form.

[DI777]

Hi Mario

I am having the same issue.  My Doorbell is no longer recording events, only when the button is pressed.  Can you send me a link to the form so I can get my device checked too. 

Thank you

David 

[ByronP]

Hi DI777,

Thank you for posting. I'm sorry that you are unable to see your event history for your Nest Doorbell. I understand how frustrating it is when it only works when the doorbell is pressed. Help's here.

I just want to confirm: did you try to follow the previous steps on this thread?

Please let me know. I'll look forward to your response.

Regards,

Byron

[DI777]

Thanks Byron.  The restart seemed to work.  Will monitor and come back to you if there are any more issues. 

[rcortesim]

Hello Community Specialists,

It has been 3 weeks since I submitted the form for this issue, yet I've not had a response from anyone regarding a fix. My camera continues to fail when someone enters my yard, and only creates an event when they leave. I have done my own tests, mimicking the path an intruder might take to access my back door. There was NO event registered, until I actually entered the house through the door, though I was clearly visible for at least 30 seconds.

Something will have to be done to resolve this issue soon, otherwise I will be forced to cancel my subscription and use a different service. What a headache that will be, but it will be much less of a headache compared to my home security being compromised and the losses that might result.

[ByronP]

Hi rcortesim,

Thank you for your post. I'm really sorry that nobody can reply back to you.

We would like to check and investigate your issue.

I just want to confirm. Do you have a case ID for your concern?

Please let me know. I'll look forward to your response.

Regards,

Byron