Doorbell camera (wired, 2nd gen) will not record events

[Ultramaynus]

I installed my new doorbell camera and got it connected. It was working fine for about a day, was streaming video and audio, and recording events properly. I changed a cable on the access point it was connected to, and reconnected it. After that it would not record any events at all.

I've power cycled it multiple times, factory reset it multiple times, disconnected and reconnected the wifi access point, turned on and off all events settings, created a zone with specific event settings, and it will not record any events at all nor notify me of events (I can tell it detects motion, but nothing is recorded, not even ringing the doorbell). I signed up for the Nest Aware, and still nothing. I have another nest camera and it records events just fine.

I cannot think of anything else to do. The troubleshooting thing claims I don't have good wifi signal, but its able to stream max quality video and audio just fine.

Is the doorbell just garbage? This is incredibly frustrating. 

[MplsCustomer]

@Ultramaynus 

If you go to your doorbell in the Google Home app and go to Settings | Video | Video History, which option is checked?

If you go to your doorbell in the Google Home app, does it say "Live" at the top of the screen?

If you go to your doorbell in the Google Home app and go to Settings | Events | Seen events and select a zone, is recording turned on for at least one event type, and is "Your notifications" turned on?

Do you have an active Nest Aware subscription showing on the Subscription Management page (https://store.google.com/subscriptions)?

[Ultramaynus]

Video history: "30 day event video history" is checked.

Video feed: says "Live" with a green dot next to it.

Events: I have no active zones defined, so it should be picking up everything on the screen (right?). The following are checked for events and notifications: people and packages. Additionally, I have animals and vehicles set to record, but notifications are not selected for those two.

Nest Aware subscription: it says its active, and I verified that my other nest camera has events from yesterday and earlier today (beyond the free 3-hour history).

Thanks for responding by the way!

[MplsCustomer · Accepted solution]

@Ultramaynus 

This does not seem right.

If you've already power-cycled your doorbell (multiple times), and factory reset it (multiple times), and reconnected your Wi-Fi point, and you've checked your settings (which seem correct), and you have an active Nest Aware subscription, perhaps you should contact Support--either to determine whether there is something else going on or to obtain a warranty replacement.

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[Ultramaynus]

Thanks. I think I will pursue the warranty replacement. I like the product... when it worked. I just got this a few days ago, so maybe I just got a defective one.

[Ultramaynus]

Update on this: last night it started to record events again. I didn't change anything else, so maybe there is something in the background that needed to happen for it to start recording again. 🤷‍

[FixitPlease17]

I have the exact same problem you had. Is yours still working? I have nine cameras, and I am still not able to view events (or in between events for that matter). I have excellent WiFi.  
And did you try to return your camera, or use the warranty? It’s been such a battle with Google support, after 2 1/2 hours and the same script about Wi-Fi… I just wanted to know what my options were and learn from your experience.

[Ultramaynus]

I'm able to view events and see a live feed. It seems like it just happened after I set up the doorbell camera, and persisted for a day or two. It's functioning now as expected. I didn't change anything else. I have no explanation why its working, but maybe the setup just takes longer on Google's end. 

If you can't view the cameras live and no events are being recorded, then that could be a different problem. Maybe just give them a day or two and see if they start working. I get the frustration. Maybe step back a double check the setup again. Good luck.

[FixitPlease17]

I have the exact same issue.

i did as you suggest. The team was not able to help. They can only read a script about bandwidth.  Very frustrating.  2 1/2 hours.  

I still have this exact same problem.