Did not pick up person

[drcobletemple]

We just reviewed the Nest camera video and noticed it didn't pick up a person who clearly walked in the field of view of the camera. There were zero indications of a person or even motion on the log and the camera did not identify a person or motion. Additionally, my Google camera with floodlight did not capture the motion either despite the floodlight turning on when it was triggered with the motion. This is a major issue, especially since the Google cameras do not keep history clips unless there is motion.

My area is dealing with a significant increase in home invasions and vandalism. I am highly upset at this lapse in quality and security by Google and Nest. This issue requires an immediate fix for the safety and security of your customers.

[LKDisney]

Same. Someone broke into my car & the cameras didn’t capture it. Now neither ADT nor Nest can answer what happened or how they’re going to fix this problem. So disappointed 

[Meh07928]

Let alone a person, I've had cars go in and out of my driveway and I have not been alerted. 

This is not a good security camera. It's a shame Google can't get it to work properly. 

[Brad]

Hey there,

Thanks for bringing up the concern you're having. I'd love to look into this for you. The first troubleshooting step that I'd recommend would be to restart your device. This process should keep all your settings, and reconnect it to the same Wi-Fi network. This might be helpful if it ever freezes, has connection problems, or isn't working normally.

Best regards,
Brad

[Brad]

Hi there, 

Let me know if you need anything from me, but I am just seeing how the conversation is going. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[LKDisney]

Brad, how is this going to help me get back video footage of someone breaking into my car?? Resetting the device isn’t going to change the fact that less than a month after installing it for the first time, it failed to capture something it was meant to capture. 

[janthadeus]

Hi LKDisney,
 

I’m sorry you’re still having trouble with your camera picking up a person notification. Could you turn off all your camera notifications, turn on only person notification then let us know how it goes?  

Thanks,

JT

[aatienza]

Hey 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.

I appreciate the help, Brad and JT.

Thanks,
Archie

[AbigailF]

Hi everyone,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Regards,
Abi

[janthadeus]

Hey folks,
 

I just wanted to jump in here to make sure that you saw our response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks for your help here, Brad.

Best,

JT