Doesn't record while viewing Live feed

[Deannie]

Concerns:

i was viewing live this morning (2:31 am) and a person walked from my sidewalk into the street then started trying to open car doors (if they were unlocked). My camera recorded the event ONLY up until I started viewing the live stream!. This is a regular occurrence and makes no sense. The camera should be recording the entire event  - up to 3 minutes as per my video setting - but that never happens. My camera is hard wired.and is only 15’-20’ from our router.

Furthermore, the camera sometimes stops recording in the middle of an event, when they pass behind a tree or a bush in the front yard for a second or two. Help.

[gmelanymelissa]

Hi @Deannie,

Thanks for posting here in the community. I'm sorry to hear your Nest camera doesn't record until viewing the live feed. Help's here!

To better understand the situation, I'd like to ask a few questions:

• When did the inconvenience start?
• What's the status LED light?
• Do you have an active Nest Aware subscription?
• Have you created any activity zones on your camera?
• Do you have other Nest cameras in your home?
  • If so, are they experiencing the same inconvenience?

In the meantime, let's check a couple of tips:

• internet connection: Ensure your internet connection is stable and strong. Try moving your Nest camera closer to your router.
• Status light: To check what the LED lights look like, refer to Nest camera lights.

Keep me posted.

Best regards,

Melany

[Deannie]

I think you  have my problem backwards.  My problem is that the camera STOPS recording an activity when I view the live feed. So, if there’s an important event I’m watching on the live feed, it will NOT get recorded which is a fairly significant issue. I haven’t had time to implement your suggestions, but you should know that the camera is hard-wired and mounted on an exterior wall next to our front door. The modem can’t be moved more than maybe three feet closer to the camera which is currently about 20 feet from where the modem is right now. Its a fairly straight line of sight from the modem to the camera though separated by the exterior wall which is composed of brick, wood and drywall, and the front door (next to the camera) is  metal. There are of course wires inside the wall as well. Please let me know if you have any new suggestions given this updated information. Thanks!

[gmelanymelissa]

Hi @Deannie,

Thanks for the follow-up information. I'm truly sorry to hear the Nest camera stopped recording an activity while viewing the live feed. Help's here!

Please have a look at this guide:

• Create an Activity Zone: Even after you create Activity Zones, your camera still streams its entire view and stores the footage in your video history. Refer to this article: Set up an Activity Zones.

Let me know how it goes.

Best regards,

Melany

[Tallica2020]

I am experiencing the same problem! The responses from the community specialists seem automated. They always start with an apology followed by quick tips, such as checking power and Wi-Fi connections. My concern is that my Nest cameras, both wired and battery-powered, along with Nest Aware, cannot record what I'm watching live. If I witness a crime while watching live, I am unable to review the footage later. I have been unable to find a solution this is unexcusable Google! 

When did the inconvenience start?

I do not have an exact date but I've had the nest system for over 2 years and it's been like that since day one. 

What's the status LED light?

when I am looking through the camera on my phone through the home app the camera little green light flashes on all my cameras. 

Do you have an active Nest Aware subscription?

yes I currently do have nest aware. I'm extremely let down by the upcharge of cost while downgraded services from Google. 

Have you created any activity zones on your camera?

yes. Each of my 4 cameras has their own activity zones for their specific area example: doorbell cam - activity zone  driveway

Do you have other Nest cameras in your home? 

yes wired doorbell

Wired indoor cam x2

Outdoor cam w/ battery but always plugged into power source 

If so, are they experiencing the same inconvenience?

YES! LET ME REITERATE THE PROBLEM, WHEN VIEWING THE CAMERAS THROUGH THE HOME APP LIVE VIEWING THEY DO NOT SIMULTANEOUSLY RECORD WHAT I AM WATCHING EVEN IF I SET OFF AN ACTIVITIES ON MYSELF WHILE WATCHING THE CAMERA NOTHING I CANNOT GO BACK AND REWATCH MYSELF JUST A MOMENT BEFORE. 

DO NOT TELL ME I NEED TO PURCHASE THE NEST AWARE 24/7 OF RECORDING PACKAGE 

BECAUSE THAT'S JUST RIDICULOUS GET IT TOGETHER GOOGLE. 

[gmelanymelissa]

Hi there!

Thanks for reaching out to the Community. I apologize for the inconvenience you're experiencing with your Nest cameras failing to record events while you're viewing the live feed.

Please try the steps here:

• Factory Reset: This action clears your data and can't be undone. Follow these steps to Factory Reset your Nest Cameras.
• Set up: The app takes you through the steps. Refer to this article: Set up your Nest Cameras.
• Subscription: Ensure your Nest Aware subscription is under the correct home structure.

Let me know how it goes.

Best regards,

Melany

[Tallica2020]

Melany, it's been a few days since I posted about my camera problems. Even after resetting and going through the nightmare of adding them back into my Google Home app, I almost gave up. It's filled with connection issues and adding a device to the home app shouldn't be this difficult.

Despite all that effort, my problem remains unresolved. I feel like I'm getting ripped off because I'm not getting what I paid for.

[Deannie]

Unfortunately it does appear we’re both getting generic AI responses from Google. I’ve learned to simply not view anything live until a minute or two has passed so that an event will be recorded rather than viewing live which, illogically , of course, stops the recording of an event. If we’re having this issue, no doubt there are a lot of others who simply haven’t posted here. 

[gmelanymelissa]

Hi there!

Thanks for the follow-up information.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

To help us assist you better, please include the link to your Community thread and your Community username.

Let me know if you have any other questions.

Best regards,

Melany

[gmelanymelissa]

Hello again!

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!

Let me know if you have any other questions.

Best regards,

Melany