Doorbell video unavailable

[Jackydes]

My doorbell's camera works just fine so long as nobody approaches the field of view... but as soon as there's a person on camera, I get a "video unavailable" message. The doorbell chime itself works, and the internet connection seems to be fine as I can pull up live video of my empty walkway. I just can't see any video, either live or recorded, of when there's an actual person at the door, which defeats the entire purpose of a video doorbell. Help?

[zoeuvre]

Hi Jackydes,

Thanks for reaching out to us, and I’m sorry to hear about the situation. 

A few questions: What type of Nest Doorbell do you have? Do you have a Nest Aware subscription? If so, what type of Nest Aware subscription do you have? Also, how is the internet connection in general? Do you have any issues with any devices going offline, slow downloads, too many people online at once, etc.?

I’ll look forward to your response. 

Best,

Zoe

[Juni]

Hi there,

I just wanted to follow up if you were able to try the steps provided. Please let us know, as we would be happy to answer any questions you may have
 

Regards,

Juni

[Juni]

Hello there,

Just checking in to make sure that you saw our responses. I'll be locking this thread if we don't hear back from you again in 24 hours. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.
 

Thanks,

Juni

[Jackydes]

Hi, sorry for not replying sooner. Anyway, I have the battery operated wireless Nest Doorbell. I do not have a Nest Aware subscription, this issue is just in regards to looking up live video (or trying to observe recent events from the last three hours). My wifi has no other issues, all my other devices connect fine. The connection to the doorbell itself is fine, I can view live video at any time *except* when there is a person at the door. This is the only time there is an issue, and I have tested this multiple times by having someone approach the door while I have the doorbell’s video feed open in the google home app. The video will show up fine, until the moment a person is within range of the camera, at which point the camera feed goes offline. Every time. 

[Juni]

Hi there,

Thanks for the details you shared. Try to turn off and on all notification settings in the app. Check out the steps below for guidance.

1. Turn off all notification settings in the Home app.
2. Sign out of the Nest account on all devices it's signed into, including computers.
   • iOS
     • Delete the app.
     • Restart the phone.
     • Reinstall app.
   • Android
     • Clear the app's cache.
     • Restart the phone.
     • Reinstall app.
       Note: Make sure to check these settings after the customer re-installs the app. 
       • Background app refresh is on.
       • Do Not Disturb is off.
       • The app and phone OS are up-to-date.
       •  
3. Sign in and turn all notification settings back on. If needed, double check if the Nest web app has the same settings.

Keep me posted.

Regards,

Juni

[Juni]

Hi there,

I just wanted to follow up if you were able to try the steps provided. Please let us know, as we would be happy to answer any questions you may have.
 

Thanks,

Juni

[Juni]

Hello there,

We haven’t heard back from you, so I'll be locking this thread in 24 hours. Feel free to create a new one if you have other concerns in the future.
 

Best,

Juni

[Jackydes]

Hi, I am currently away from home so have not had a chance to test out the solution yet. 

[Juni]

Hi Jackydes,

Understood. We will keep this thread open and wait for your update.

Regards,

Juni

[Jackydes]

Hi Juni,

I tried the suggested options and the video still is not working. The moment someone steps into the camera’s field of view it continues to go offline. This is very frustrating as it defeats the point of even having this device.

[Juni]

Hi Jackydes,

Got it. Try to restart your Nest Cam Outdoor, this keeps all your settings, and it should reconnect to the same Wi-Fi network. This is helpful if it ever becomes frozen, has trouble connecting to the internet, or isn’t working normally. If that did not fix it, try the factory reset. This erases all your personalized settings, deletes the entire video history, and restores the factory default settings. It won’t automatically reconnect to WI-Fi, and you’ll need to set it up again.

Check out this link for more information about it. 

Regards,

Juni

[EmersonB]

Hey everyone,

@Jackydes, I'm dropping by to ensure that everything is covered here. How's it going with your Nest Doorbell? Were you able to perform the steps we're suggesting? We'd be glad to hear from you.

I appreciate the help, Juni and Zoe.
   
Best,
Emerson

[Juni]

Hi there,

Just checking in to make sure that you saw our responses. I'll be locking this thread if we don't hear back from you again in 24 hours. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.
 

Thanks,

Juni

[Jackydes]

Resetting it seems to have worked so far. Thanks.

[Juni]

Hi Jackydes,

As we got our resolution here, I'm going to mark this one as resolved. Please feel free to open up a new thread if you need assistance.
 

Cheers,

Juni

[Juni]

Hi there,

I just wanted to follow up to see if you still need our help. Please let us know, as we would be happy to answer any questions you may have.
 

Thanks,

Juni