Download clip/video cuts out

[deweechi]

We had an issue at our house about 1.5 hours ago. A guy in a mask ran up and rang our wired nest cam. The video cut out immediately and I can't download the clip. I would like to have the clip to give to the police. Not sure how to go about getting help with this. We could watch the first 4 seconds online, the guy coming up to the door and ringing the cam, then it all cuts out. We got a screengrab from the video: https://imgur.com/TIbwra6 Any help would be appreciated. 

[ByronP]

Hi deweechi,

Thank you for posting. Sorry for the inconvenience about the missing video. Help's here.

Here is a link on how to save clips and find the options to save them. Just take into consideration that any missing video will not be saved in the cloud, so there is no backup to share for security and privacy purposes.

I hope this helps.

Regards,

Byron

[deweechi]

That's for the instructions, but I know how to save the videos, this one just fails when I try to save clip. I have tried on my phone and on the computer. 

[ByronP]

Hi deweechi,

Thank you for posting. I really appreciate the help,@EmptyNester. There is a good article to troubleshoot the issue to save the video clips you can check and verify the options to fix the problem.

I hope this helps.

Regards,

Byron

[EmptyNester]

@deweechi  Did you figure it out?  Were you able to save the clip?  

[deweechi]

No. I typically can watch and save clips, but this one is broken. The one time I really want have a clip. When I try to view it online on any device, It gets to the point where he reaches the doorbell and it locks up. The clip, even that part refuses to save. I have the screen capture from the thumbnail that was created, but the video never even gets to that point. 

[EmptyNester]

How about if you watch the clip on your phone?  Does it play correctly there?   If it does you can save the clip on the phone.   If you are using the GOOGLE HOME app then go like you are viewing the clip and hit the 3-lines in the lower right corner and you should see a SAVE CLIP option