Downloading Video when Camera is Offline

[elenamsilla]

I am trying to download a video of footage that happened earlier today. There was a lot of motion and sound but for some reason, the camera did not register it as an event. Now when I look back at the footage I can sometimes not see it (even though I have Nest Aware and I am trying to access it the same day it was recorded). Can you help me figure out how to download this video? 

[Rusell]

Hi Elenamsilla,

Thank you for posting in the community. I'm sorry to hear that you can't download an event video because the videos don't show up, although sometimes you can see them when you scroll back. I'm happy to help you resolve this inconvenience!

To help me find the best solution, I'll need to ask you a few questions:

• Was the Nest camera offline when that happened?
• What type of Nest camera do you have?
• Has the Nest camera worked in the past?
• Do you see the live feed for your Nest camera?
• What type of Nest Aware subscription do you have?
• Is all of their history missing or just certain portions?
• How is the internet connection in general?
• Are you using Google Home app or Nest app to download the videos?

Keep me posted.

Best regards,

Rusell.