Cannot Download Nest Cam Clips

[bkshots]

This is the second time i'm opening a thread on this topic.

I find it ridiculous that staff here like to close threads without any prior resolve on the matter. What kind of resolution process is that? Please do enlighten us all.

Once more I reiterate on the issue numerous users are facing.

Any clip approximately 4:40 Seconds and longer, fails to download. It is stuck in a never ending cycle of "Downloading".

What is the solution for thie @Nest Team??? How do you see consumers a cloud camera that you cannot download clips off?

[FriedCheese]

I'm having the exact same issue. It seems like there's an upper limit to the clip length that can be saved, but it's not posted anywhere. Given a lot of clips are at the 4 min+ length, and we can't create a clip on demand, it kind of defeats the purpose of the feature.

[Brad]

Hey folks.

Thank you for your patience while waiting for a reply! I just wanted to apologize that we closed your thread sooner than you would have liked. 

We as Community Specialists are primarily here to moderate these Community Forums. Part of that role requires us to close and lock threads if there is limited, to no activity. It is not required for the issue to be resolved for the thread to be closed. I understand that this process may be frustrating, but there are very little Community Specialists in these forums, so we have to be proactive in our moderator duties. 

Now for the issue at hand; which mobile device (iOS, Android, Galaxy, etc.)are you using, have you made sure to update the app? Have you restarted the device? Is this happening on your device, or several devices like a partners phone, for example. Just collecting this information to see if this is a bug or not.

Please let me know if you have further questions, or need further assistance.

Best Regards,

Brad. 

[bkshots]

Hi Brad,

Someone on your team needs to revise the thread closing policy, seems countereffective.

Myself and various other users have tried everything, I've spent hours on live chat with your team following instructions, yet the conclusion is always the same. Nothing.

Try it your self, and let me know if you succeed. 

[Brad]

@bkshots

I appreciate your feedback! This is the place to provide it. All I want to leave this conversation with is that we are here to help, but we can't help everyone individually. The best thing you can do is help your fellow Community Members with their questions as this is a Community Forums after all.

Community Specialists are not meant to be the first line of support, but we can answer questions here and there. I am sorry to hear that you have still had these issues with clips, but I am sure the added stress of us managing threads can be daunting. I appreciate your time and patience, and please let us know if you need further assistance.

Best regards,

Brad.

[bkshots]

It would be nice if you could escalate this to your product team so that they can address the issue. I don't expect you to code the solution yourself.

[Brad]

@bkshots

I would be more than happy to escalate this issue forward. Thank you for bringing it up to our attention.

Best regards,

Brad.

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue. Please let me know if you need further assistance. 

Best Regards,

Brad.

[bkshots]

Yes, this issue remains unresolved.

[Brad]

@bkshots

I do not have an answer to provide you. I have forwarded your issue, but this does not mean I have a resolution for you. I am going to have to lock this thread.

Best regards,

Brad.