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.

Cannot review videos, only seeing live

Amartino9418
Community Member

I am no longer able to review prior videos. For example, if someone walks through my front door five minutes after the fact I am unable to see that video. Basically, the only thing I can do with my Nest wired doorbell is view live footage and not previously recorded videos. Any suggestions?

12 REPLIES 12

Manishv90
Community Member

Same issue, im no longer able to view any videos for past few weeks only live view, no pictures

however notifications are working and the notification even recognises whats in the video. But unable to view unless its live.

I contacted google by phone and by chat numerous times but because the troubleshooting took more time than i had, eventually i had to log off after 1hour. I have done a restart (5second pin hole) and did not make difference, also done the full factory reset (12 seconds pin hole) removed the doorbell from my account and re added as if new product and having same issue nothing has changed. Other things Google asked me to try were reinstall app, try from another phone. But nothing worked. And I've got same issue now aswell

Brad
Community Specialist
Community Specialist

Hi there, 

 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

 

Please let me know if you need further assistance. 

Best Regards, 

Brad.

Manishv90
Community Member

Hi Brad

Yes still got same issue

karensc
Community Member

Hello Brad, I am experiencing the same issue as Manishv90. Can you please post a response on what we can try?

Brad
Community Specialist
Community Specialist

Hey folks.

 

Are you sure that you have an active Nest Aware subscription? If you have any of our Cameras or Doorbells, I would definitely suggest you get a Nest Aware subscription! I'd love to provide you with some helpful links explaining what it's all about.

 

Here is a great link on how Nest Aware works and how to subscribe, and here is a link on how to manage your subscription. 

 

Please let me know if you need further assistance.

Best Regards,

Brad.

Manishv90
Community Member

Yes, i have active nest aware subscription.

Ive been in contact with google specialist but they seem to avoid all my points and say its due to interference. I'm going to try it with my google router to see if this fixes it

Brad
Community Specialist
Community Specialist

@Manishv90

 

Have you tried to Restart or Factory Reset your devices? I cannot help you find the previous video if your system did not record it as an event, but restarting the cams or Factory Resetting them could clear out this issue so it doesn't happen to future events. Does this happen for every event from every one of your cam/devices?

 

Best regards,

Brad.

Manishv90
Community Member

Hi Brad

Yes i have factory reset both my nest doorbell (battery). 99% of events are not viewable, please see below screenshots of the errors

Screenshot 1

Screenshot 2 

On rare occasions the video is viewable it will be maybe 1 in a month

Please note notifications still pop up saying "person seen at back doorbell" etc and if i want i can view the live video and that works fine

Brad
Community Specialist
Community Specialist

Hey folks,

 

I would like to ask you guys to reach out to Support for further assistance. I am afraid it is not something that I can assist you with when it comes to troubleshooting options here. It sounds like the device could be faulty.

 

Best regards,

Brad.

MyNgo63
Community Member

I have G Nest Cam , I am not able to view my video  2 hours later 

Brad
Community Specialist
Community Specialist

Hi there,

 

I know I asked y'all to reach out to Support, but I am just checking in to see if you still need assistance. Please let me know if you need further assistance, or if you have reached out to Support. 

 

Best Regards,

Brad.

Brad
Community Specialist
Community Specialist

Hey Folks.

 

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

 

Best Regards,

Brad.