Doorbell won’t play video

[Nicolebottom]

Our doorbell worked fine when first installed during the free trial period. When we upgraded to the purchased plan, our doorbell stopped playing videos and now only delivers still shots. 
me have checked for updates, turned it off and then on again, reset the WiFi, and it still doesn’t work. 
please advise. 

[Tigers62]

I’m having the same issue, except that it’s the Next outdoor camera that provides only still shots when it detects motion. (Our Nest doorbell, which was installed first, delivers full motion of detected motion events. )

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I definitely understand how frustrating your situation must be, and I wanted to make sure that your concern was acknowledged. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Please let me know if you need further assistance. 

Best Regards, 

Brad.

[Vmorris032]

Brad

I am having the same issue where my video doesn’t play at all. What do I need to do? Thanks 

[Tigers62]

You’ll need to pay the $6/month for Google Neat device. Then it works

[Vmorris032]

I have google nest for 30 days 

[Brad]

@Vmorris032

The new 2021 cams do not show live video if you have the Nest Cam (battery) or the Nest Doorbell (battery) as they are battery powered. They will show you the event if there is one, and will show the clip in the app, but they do not provide a live feed.

Best regards,

Brad.

[Vmorris032]

It’s not a battery one. It’s hardwired

[Brad]

@Vmorris032

Restart your device, and make sure that you have a Nest Aware subscription. If the restart doesn't work, then Factory Reset it and try again. Restarting and factory resetting your Google Nest camera or doorbell will have different results:

Restart: Keeps all your settings, and it should reconnect to the same Wi-Fi network. This is helpful if it ever becomes frozen, has trouble reconnecting to the internet, or isn't working normally.

Factory reset: Erases all your settings and options, and restores its factory default settings. It will not automatically reconnect to Wi-Fi and you'll need to set it up again.

You can find this information, plus additional information on this process here. Please let me know if you have further questions.

Best Regards,

Brad.

[Review]

This didn’t work. It still sucks. 

[LD-3]

I have the same issues and did the factory restart.  Still nothing?  

[donverv]

So my doorbells worked fine for a couple of years now you want me to purchase the nest aware subscription so they will continue to work, is this a scam or what

[Brad]

@donverv

I am glad to hear that you are interested in subscribing to Nest Aware! If you have any of our Cameras or Doorbells, I would definitely suggest you get a Nest Aware subscription! I'd love to provide you with some helpful links explaining what it's all about.

Here is a great link on how Nest Aware works and how to subscribe, and here is a link on how to manage your subscription. 

Please let me know if you need further assistance.

Best Regards,

Brad.

[VivaG]

I have an active 1st gen nest aware subscription with no interruptions. video playback works fine with the one exception being when the doorbell is rang. please help fix this issue. thanks!

[MplsCustomer]

@VivaG 

Do you by any chance have a Google Nest Hello Doorbell that is more than a year or two old? And does your doorbell go offline for a minute whenever the doorbell is rung?

If so, you may have the same problem reported by many hundreds of customers. The internal battery we didn't know we had has now failed in succession on all 3 of our Nest Hellos; as a result, they all go offline for a minute whenever the doorbell is rung. Since the internal battery serves to provide power to the doorbell chime without having the camera feed interrupted, if we turn off the "Indoor chime" option, the doorbells no longer go offline. We have turned on "Visitor announcements" to get announcements on our Nest Hubs and Nest Mini instead. Some customers have resorted to prying open their Nest Hellos and replacing the internal battery using an iFixit procedure (https://www.ifixit.com/Guide/Nest+Hello+Battery+Replacement/131729).

This thread on the problem and workarounds has over 1,000 replies:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Hello-Doorbell-cuts-out-when-butto...

[VivaG]

Thank you! That explains it. I am on live chat and told the assistant. They want me to go through all these wire checks and factory reset. Ridiculous. Thanks again for the answer. Was driving me crazy. Guess I either need to live with it or buy a new one. I looked at the iFixit procedure and am not interested in going down that path... uugghh. "Thanks" Google/Nest! 😞

[MplsCustomer]

@VivaG 

If you have or are willing to buy a Nest Hub ($69 at Walmart) or Nest Mini ($49), you could use the "Visitor announcements" option (https://support.google.com/googlenest/answer/7672451).