Doorbell "Person detected" video preview and Doorbell Rang preview video doesn't show anyone

[Basan]

I recently transferred all my cams from the Nest Home app into the Google Home App which worked fine, however I have noticed that now when the detection occurs for "Person in Zone X" where as the Nest app would bring the video of the detected event, Google Home app shows a video preview but is generally about 2 - 3minutes before the event occurred.

If I go into the app itself and select the event, its generally a 3 minute video clip and the detection event does not occur until the last 20 seconds or so.

Same with Doorbell ringing, it will give me the video preview of the 2 minutes or so leading up to the actual doorbell event.

Never had this issue when the cameras were in the Nest App.

I have the Nest Aware subscription as part of the Google One subscription.

Using the Pixel 8 Pro, issue also occurs on Pixel Tablet and Samsung Fold 4

[ByronP]

Hi Basan,

Thank you for reaching out to the community. I'm sorry that the preview event history doesn't show when playing the recorded event on your Nest Cameras and Nest Doorbell on your Google Home app. I understand how frustrating this can be. I'm here to help.

Before I begin, I need to ask a few questions for further assistance:

• What type of Nest camera do you have?
• Are you signed into the Nest app or Google Home app?
• Can you check the camera’s live feed?
• Has the Nest camera worked in the past? If so, when did the Nest camera stop working?
• Did anything change in the home or with the camera around that time?
• What type of Nest Aware subscription do you have?
• Is all of their history missing or just certain portions?
• How is the Wi-Fi connection in that part of the house?
• Do you have a schedule set up for your camera? Did the schedule say the camera should have been on at the time of the missing history?

Please keep me posted. I look forward to your response.

Regards,

Byron

[Basan]

Hi Byron:

Just to clarify - The issue is not with event history not showing, my original post states the issue is that when an event occurs (e.g. person detected) the preview shows 2 - 3 minutes PRIOR to the event (so no person is seen in the preview) which has only started occurring since migrating the camera to the Google Home App away from Nest app.

If I open the Google Home App - select the camera and select the event - the video clip will be 2 - 3 minutes long, and the actual event does not occur until the last 20 or so seconds.

In Nest app - that detection event is shown correctly - and only shows me the event, not 3 minutes of footage prior to event.

• What type of Nest camera do you have? - Google Nest Hello (Wired)
• Are you signed into the Nest app or Google Home app? - Both
• Can you check the camera’s live feed? - Yes
• Has the Nest camera worked in the past? If so, when did the Nest camera stop working? - Its working fine - as per original post, it's the preview notifications when an event is detected which is having the problem. When the device was managed under the Nest App - Event detected would show me the exact event (e.g. Person detected, Preview would show the person walking past or up to the camera). Now that it has been transferred to Google Home App since Nest is defunct, the preview when an event occurs, does not show the actual event, and is instead, showing 2, sometimes even 3 minutes of video PRIOR to the event occurring. Its only until I go into the Google Home App, select the camera, select events, and let it play does it show, again the clip will be 2 or 3 minutes long and the actual detection event does not occur until the very end.
• Did anything change in the home or with the camera around that time? - Google migrated the camera from Nest to Home
• What type of Nest Aware subscription do you have? - 30 Day Aware
• Is all of their history missing or just certain portions? - no history is missing
• How is the Wi-Fi connection in that part of the house? - Good (-43db SNR)
• Do you have a schedule set up for your camera? Did the schedule say the camera should have been on at the time of the missing history? - no schedule - always on

[MplsCustomer]

@Basan 

Maybe it is a defect in the "Public Preview" version for 1st gen transferred cameras and doorbells.  Events recorded in the Google Nest app have always included several seconds BEFORE the triggering event.  Events recorded in the Google Home app for 2nd gen cameras start with the triggering event, and posts in this forum have complained that they don't start a little before like the Google Nest app does.  Maybe when Google Nest transfers 1st gen camera or doorbells, they overdo making the recording start just a few seconds before.

We're avoiding the "Public Preview" version and are NOT transferring our 1st gen cameras and doorbells because of glitches like this, and because the Google Home app is still missing many Google Nest app functions (https://support.google.com/googlenest/answer/13038234#zippy=%2Cnest-app-only-features).

[Basan]

Yeah I noticed some features are still missing in Home vs Nest, but wasnt a big issue - My main reason for transferring was the much smoother interaction with Home App, quicker to load, quicker to view video etc over Nest - and the rest of the cameras work nicely, but as you say, its a Gen 1 Doorbell so this could be the defining factor.

If no fix comes in some future releases for the doorbell, or some setting change to implement now, then I will look at getting a Gen2 doorbell perhaps providing I can still wire that into mains as don't want to run it just on battery.

[ByronP]

Hi Basan,

Thank you for your response. I appreciate the detailed information and insights about this situation. Thanks for the help, @MplsCustomer.

With the Nest Aware base, you can get 30 days of event video history. Based on your answers, please do the following:

1. Try to use another phone or computer to check the video history and verify if the situation persists. Here is the website to visit using your computer with home.nest.com.
2. If you have more than one family member's account, try to see if the situation occurs with their account.
3. Please turn off the Nest Cameras in the Google Home app, wait about 30 seconds, and then turn the camera back on again.

Let me know how it goes and keep me posted.

Regards,

Byron

[JPB73]

I have exactly the same issue. It used to work fine in the Nest app, but after migrating to the home app the video playback is not synced with the event that occurrd and the 'saved' video can be up to 5 minutes without showing the actual event. I use an Samsung Z flip 6. 

[ByronP]

Hi JPB73,

Thank you for reaching out to the community. I'm sorry that you encountered the same situation as described in the previous post and it shows a 5-min event history without showing the actual event. I understand how frustrating this can be. Let's work together to find a solution.

I just want to confirm, did you try the above steps to troubleshoot this situation?

Please let me know how it goes and keep me posted.

Regards,

Byron

[JPB73]

Hi Byron,

As I migrated the doorbell from nest to Google home, I cannot view the camera in the nest app or nest website anymore. None of the phones in my household show the information correctly. I also have a gen1 doorbell. I will just migrate back to the nest app as it worked fine there...

Thanks,

JP

[Basan]

Hi JP

Thats the correct outcome - once you migrate you no longer see the device inside your Nest App or via the Nest Website - they should now only appear inside of your Google Home App and on the Google Home web.

All devices eventually are slowly moving from Nest to Home.

If you do need to transfer it back though due to some issues in the Home App - you access the camera via Home App and there should be an option (probably in the 3 dots menu) to say transfer back to nest.

[ByronP]

Hi JPB73,

Thank you for your response. I appreciate the help, @Basan. As he mentioned, once the account is migrated, you can now manage your Nest Wired Doorbell 1st Gen on the Google Home App. You can only review the live feed on the Nest app; however, all the account information is migrated, so all settings need to be managed in the Google Home app. Currently there is no option to migrate back as part of the optimization for the Nest devices. Here is a great article you can review about account migration for the Nest app to help you clarify. Your insights and experiences are valuable to us; please share your thoughts and submit them to the feedback form so it can address this concern in future updates.

Let me know if you still need assistance.

Regards,

Byron

[Basan]

Hi,

None of those troubleshooting tips worked and tested across multiple devices and on web - i think Mplscustomer is correct and the Gen 1 doorbell simply has not been properly implemented into the Google App considering its a legacy Nest device.

I have not had a chance to test the Gen 2 doorbell yet to see if the symptoms persist but would still be good to see some sort of optimization, patch, update released to either the Home App or the Gen 1 Doorbell (depending which device is causing the issue remains to be seen at this point) to bring its functionality inline with the Google Home App as it was in the Nest App.

[ByronP]

Hi Basan,

Thank you for your response. I appreciate the effort to troubleshoot this situation. Let's check another option.

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.

Let me know once you're done and keep me posted.

Regards,

Byron

[Basan]

Thanks @ByronP i''ve just filled out the form with all the details of issue and troubleshooting steps done thus far.

[ByronP]

Hi Basan,

Thank you for your response. I received your form, and our dedicated team will reach out to us via email for further assistance.

Please keep an eye on your email for any updates.

Regards,

Byron

[Lojo]

This is not my problem.  My doorbell sends me notice that someone is at the door but I can’t see the video for 2-3 minutes.  By this time the person is gone.  Can you help?

[ByronP]

Hi Lojo,

Thank you for reaching out to the community. I apologize if you're having trouble viewing the video of the person pressing your doorbell. I understand how frustrating this can be. I'm here to help.

I just want to confirm the following: have you tried the previous steps already posted in this thread?

Please keep me posted. I'll look forward to your response.

Regards,

Byron