Doorbell camera

[Setone60]

Hello I am trying to retrieve video of a drive by shooting. Very frustrating because there’s no way to contact an actual person in google support. In looking at the “help” features, my video appears black in terms of events at the time of the shooting. Can someone confirm then that my camera didn’t catch any video of the car?  Do I need to set my camera angle to a farther distance in order for video to be captured?  I routinely see cars drive by on the video but only when there is someone walking on the sidewalk or coming to my door. 

[Kimi1129]

I just called Google customer service on this issue but with a Google nest camera and was told I can not see the 24 hour footage only what my camera detects as an event.  Someone walking on my driveway in front of the camera and putting a firework under my son’s car did not trigger an event but the kid riding his bicycle across the street triggers an event.  

[nerys]

Hi Setone60,

Thanks for posting in the community!

I'm so sorry to hear that you cannot find the recording that the camera was supposed to record. No worries; I'm here to help! Just to get started, I have a few questions that will help me understand what could be causing the situation.

• When you mention a black screen on the video page, do you mean you can play a video with a black screen, or are there simply no recordings for that time period?
• Do you have an active Nest Aware subscription?
• Have you checked on a different device to see if the recording you're looking for is available there?

In the meantime, if you have more questions for me, feel free to reply to this post. I'll be happy to assist further.

Best regards,

Nery.

[Setone60]

From reading one comment, I believe that since I have the battery operated doorbell that is not connected directly to electric service, a car driving by will not trigger a recording; only a person walking by on the sidewalk in front.  So, correct me if I'm wrong, but unfortunately that means that there was no video that captured the vehicle in the shooting.

[nerys]

Hi Setone60,

Thanks for your reply!

Let me clarify about Nest Doorbell (battery) detection. The doorbell can detect people, vehicles, and packages, whether wired or on battery power. Sometimes the device does not detect the event when there is a bright light in front of the camera or if you have an activity zone that is not configured to record on the road. 

If you can't see the video on your device, you can check if it was recorded on other devices.

I hope this helps! If you have more questions for me, feel free to reply to this post. I'll be happy to assist further.

Best regards,

Nery.