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Doorbell

MattEJ
Community Member

Twice this week my entire history just randomly deleted.  What’s going  on?

9 REPLIES 9

EmptyNester
Gold Product Expert
Gold Product Expert

Hi MattEJ,  I'm an end user like you.  Are you paying for the next aware subscription?   Are you using the NEST app or the GOOGLE Home app?

If you have the nest aware subscription and this is happening then I think your next step is to contact Google Support for help.  This is a user forum and Google techs do not respond here.

Here is the link:

https://support.google.com/googlenest/gethelp

 

I’m using Google Home.  I don’t have a subscription, I just use the local memory, but it’s not full.

EmptyNester
Gold Product Expert
Gold Product Expert

I'm pretty sure if you are not paying for the subscription then you only get 3 hours of history from Google.  It has nothing to do with your local memory as the clips are stored in the Google cloud and not on your phone.   If it was working before then it might be because Google gives everyone a 30-day trial subscription and maybe you are past the 30 days?

If you are interested here is the link.  https://store.google.com/us/product/nest_aware?hl=en-US

 

 

I’ve had it almost a year.  We are waaaay past the free trial.  It’s happened twice this week where the entire history spontaneously deleted.

EmptyNester
Gold Product Expert
Gold Product Expert

Hmmmm, that is strange.  I don't think you will get your answer here as this is just a user forum.  For this I think you need to reach out to Google tech support and ask what is going on.  Here is the link to open a ticket.  You may need the serial number of our camera.

https://support.google.com/googlenest/gethelp

Please come back and let us know what happened.

Thanks, will do.

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread. Thank you for your help, @EmptyNester!

Best regard,
Brad

MattEJ
Community Member

I haven’t had a chance to reach out to customer service yet, so this point it’s in a lull until I find out more information.

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow up questions or comments.

Best regards,
Brad