Failing to Download Clips 2.0

[Justinadams02]

I naively thought I could use the new outdoor cam with floodlight and the current Home software to document a multi-month project in my backyard.  I would like to eventually stitch together clips in a timelapse, but to do so requires downloading numerous individual 5 minute clips from the Home app to my phone and then uploading them to cloud storage. Though tedious,  this was working for a couple of weeks, but now the clips simply won't download. I try and get "download failed". After 30 days they will be gone. I've got fast and stable wifi at the camera and at my phone. I'm deleting video files from my phone to free up space once they've been uploaded to the cloud. I'm using a Galaxy S8 with around 5 gigs of free space.  Is anybody experiencing similar or have a suggestion for a fix?

Original Thread that began with above was locked today- Update as of 1/24/2022 -

The issue is still unresolved. Myself and other members are having the same problem on a number of different devices. 

@bkshots 

@TravisM_krk 

@dnlp1022 

@LC81 

@TanTnT 

@kirkados 

[kirkados]

The issue is still present for me. Any near-five-minute video I try to download from the Nest app fails.

Would reaching out to Nest support be helpful?

[TravisM_krk]

On three different devices I still can not download clips over 4min. In the app it displays a pop-up bubble notification at the bottom "Downloading" but after about a min this changes to "Download failed". 

[kirkados]

I contacted support with Case ID 0-############2255 and they were not able to help. They said the Home app doesn't support downloading clips around 5 minutes in length and that there was nothing I could do.

[Justinadams02]

Just have to hope that moment you want to capture happens to be on a random 2:17 clip

[kirkados]

Agreed, very annoying! Perhaps others should try contacting Google Nest Support?

[Justinadams02]

I've got an open case going. ############2390

[Justinadams02]

It's been escalated to an engineer 

[kirkados]

Well done!

[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. I know you have aa case number already, I would definitely suggest working with them. Just checking in. 

Please let me know if you need further assistance. 

Best Regards, 

Brad.

[knope]

I've also opened a case with support.  Spent 2 hours in chat, escalated to senior rep, before finally being handed off to the engineering team.  I am currently pending a response from the engineering queue.

[knope]

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@kirkados wrote:

I contacted support with Case ID 0-############2255 and they were not able to help. They said the Home app doesn't support downloading clips around 5 minutes in length and that there was nothing I could do.

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That's entirely unacceptable, if this is true the camera should come with this printed in big red letters on the box "WARNING THIS PRODUCT IS NOT ABLE TO DOWNLOAD VIDEO CLIPS IT CREATES, IF IT CREATES A CLIP OF >4m:40s"  ...

[knope]

Adding on here, I've recently purchased two of the wired google "nest" 2.0 cameras, and am stuck on the "home" app not able to download clips 4:45 seconds long.  Latest firmware, good reception, space on device, etc etc ..  Made this thread https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Thoughts-for-improvement-on-the-quot-Go... for improvements desired.

Generally feeling buyers remorse, and put upon.

[Justinadams02]

A month or so ago I was asked by the engineering department (I think)to submit feedback from the home app within 45 seconds of the failed download attempt. They also asked to include my case number. I did this several times via  different methods weeks ago and have heard nothing. 

I can only hope that if an alien landing or property theft occurs in my backyard that the recorded event is 4 minutes or less so that I can save it.

[Justinadams02]

There seems to be a misunderstanding with the first two or three layers of tech support with regards to the isuue. "Clip must be under 5 minutes in length" is a common refrain, as if we can control the lengths of the clips. Sometimes you get linked to a table describing how the Nest app works. 

[JSThompson]

I am having the same issue. Quite frustrating to know it has been happening for a long time and there is no solution even being considered.

[kirkados]

I'm missing out on saving so many memories because my Nest Camera can't properly download the clip. It's very sad that downloading clips is broken—isn't that the main purpose of these cameras?

[Justinadams02]

I am hoping it will be addressed if/when the cameras can be viewed and managed from something outside the mobile-only home app. I just received what seems like an automated follow up to my escalated support ticket with no real updates or solutions. I am curious if this is a problem for every buyer of these things. 

[kirkados]

Thanks for the update. Yes, I imagine there must be hundreds of thousands of people who aren't able to download near-maximum-length clips!

[markgriggs]

I am also running into this issue. Google is absolutely ******* stupid. So many great products and great features but they fail so often in the most ridiculous ways. Like saving video in 5 minute clips that you then cannot download because they are 5 minutes in length. I am so done with google. Looks like I'm going to be buying a bunch of Amazon Ring cameras. Bezos thanks you Google!