Does not record audio events when configured through Google home. Massive gaps in events.

[pmdonnelly]

There are three main issues I have raised: 

Lost data - when I had previously viewed an event and subsequently it disappeared, and trying to even browse the gap made Google home app crash.  

Missing periods in the event history: random times when there would be no recorded events despite other cameras nearby recording events

A complete lack of voice events on any camera configured through Google home. 

I've had a support ticket open for around two months now.  First Nest passed it to Google home team.   Then Google home team passed it to the Google one team.  

There has never been a response from the Google one team, I've emailed to follow up twice, but it's now been three weeks since anyone at Google got in touch with me to provide any kind of update.   

[pmdonnelly]

My belief is that Google are trying to ignore the issue in the hope I go away.  

They passed it from nest to home on the grounds it was the home app, and not my nest aware subscription.   

Home passes it to Google one on the grounds that's how I've paid for my subscription.  

Google one have never acknowledged or responded to it.  

[pmdonnelly]

I am now trying to see if other people have these same issues?  Is Google doing anything about them? Are you also being ignored?

[MplsCustomer · Accepted solution]

@pmdonnelly 

The only reason I know of for a previously viewed history to subsequently disappear is if it drops off of your 30-day (or 60-day) event video history.

We haven't had issues with the Google Home app crashing (but we're on iOS).

If you only have event video history (a Nest Aware subscription) and you have battery cameras (which are normally in "Idle" mode and have to "wake up" to detect and record an event), it is possible for one camera to wake up to detect and record an event while another camera does not.

Unfortunately, 2nd gen Google Nest cameras and doorbells installed in the Google Home app can only detect and record sound events for carbon monoxide alarm and smoke detector alarm sounds. That's true of our two 2nd gen cameras. That's Google Nest's design. Our 1st gen cameras and doorbells still detect and record sound events regularly.