10-19-2021 01:38 AM
I've purchased 3 Google nest camera (battery) and 1 new Google doorbell. Now I can't see any events. Not today. Not yesterday. Not the day before. I've experienced this for a few days. I didn't realized it until last week. I used the online chat to ask for help last time, and your staff made me think it might be because I just got 3 hours event and they were all cleared. I asked him if that's the case and he said yes. But now I realized he was not professional enough to understand what I was saying, because your product should be able to save 3 hours event and then start to delete the oldest video clip, but not delete all events at once. So I think I must have encountered a bug or a technical issue.
I'm been trying to contact you guys since last Sunday. And not a single successful call I could make. Your help center is closed all the time. I'm wondering what your operation hour is. I called during the "Hours of operation" time you put at the last step of "Contact Us", and each time I had to complete all the forms before. I also tried online chat and it's not working. I don't know what's happening so the last thing I can do is to come here and post a message.
I'm really unhappy about the experience so far. Hope you can solve the issue for me and explain why your help center is not being helpful at all.
10-19-2021 02:18 AM
I'm going to guess that you do not use the Nest Aware Subscription, and you are on the "free" plan. I'm not an expert, but I have installed 5 of these outside, and I believe the "free" subscription (no subscription at all), only stores up to 3 hours of events on the camera and is a rolling 3 hours. In other words, if a video is recorded now, and no other video is recorded, it still drops off after 3 hours and is not viewable. The camera also only has about 1 hour of video memory, so depending on how you set the video recording length (30 sec default), that may delete older recordings as well. So if you set the recording length to 10 mins. You only get six events within that 3 hours. All this to say, you really should consider the Nest Aware subscription. I just paid for a year and it's cheaper that way. It adds lots more functionality, and it doesn't matter how many cameras you have. I have all 5 recording at Max quality, and I can go back for 30 days and view any event, plus it tells me people it recognizes, animals, packages and vehicles, and I can choose what to detect or not. You'll enjoy the cameras much more with the subscription.
10-19-2021 02:53 AM
I believe it's not working that way. To confirm, I went to a local electronics shop JB HIFI to ask their staff, and they told me it should save 3 hours event. I did use the Nest Aware trial and it has expired, but I still think it should guarantee the 3 hours history, otherwise this description of the product is misleading and the product without subscription is not useful at all. Image a thieve break in my house but I could only check my phone 3 hours later because of work, and no history can be seen, I don't think the product is designed that way to force people subscribe.
10-19-2021 03:07 AM - edited 10-19-2021 03:11 AM
I'm afraid it is designed that way. :o(
If a thief breaks in, you better set the camera to notify you (make sure you turn on push notifications), because you only have 3 hours to retrieve that video or else it is gone.
I know it may sound misleading, but it's activity up to 3 hours in the past, not 3 hours of "total" video.
10-19-2021 05:39 AM
That is correct, it is a rolling 3 hours, not a total of 3 hours. It will *not* save/keep any recording over 3 hours old.
10-19-2021 03:48 PM
It is indeed designed that way. I know from experience. We had thieves steel copper at night and when it was noticed and we started going through the cameras we learned they only save 3 hours back from when you're looking, not 3 hours of total video recording. So, we didn't have any recording of the thieves... I did a bunch of research and found this to be true: Google/Nest has no reason to save your recording history unless you're paying for the service so no matter how frustrating it sounds, we, mortal people, can't get a hold of that history even if it technically should be "somewhere" on a server... We HAD to start a Nest Aware subscription to see more than 3 hours back in time.
Also, I was hoping that IF I start the subscription, maybe THEN I can see what happened before the 3 hours but nope! I can totally understand why Google wouldn't let you see further back using the free account, but even after starting the subscription you don't get access to previous events, now THAT is flat out stupid.
What's even more stupid is the new Nest cameras (Battery) are NOT accessible from a computer, ONLY from a phone! Seriously Google, what were you thinking here..?
Shen, I hope you somehow can prove me wrong and figure out how to get a hold of the history...
10-25-2021 06:57 AM
It sounds sad and I feel sorry for you. I trusted Google so much and I pre-ordered 3 cams and 1 doorbell. Now I'm totally disappointed by how they used the misleading product description to make me believe they are good enough without subscription. If you start a subscription you can see what happened before 3 hours, based on my experience about checking neighbour cats walking on my fence at midnight. However it's just bad having to spend extra money when the product is already expensive.
10-27-2021 10:45 AM
Just checking in to see if you still need assistance with this issue. If so, please let me know and I would love to look into this further for you!
10-27-2021 03:42 PM
Yes I want an official answer to my question if possible.
10-19-2021 03:46 AM
No I don't believe a salesperson also doesn't know its feature. I'll wait for some official person to answer this.
10-24-2021 12:43 PM
Sorry but BG is right, if you don't have a plan, that's how it works.