Failing to download clips

[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?

[theman1]

I believe the problem is most likely your phone. Try downloading from another device or reset your phone.

[Justinadams02]

Good idea. I've got the only android device in the household,  but it looks like you can download google home for iOS.  Maybe an android emulator for PC would work too. 

[theman1]

I am not sure what you can and can't do through the browser. The emulator should work. There use to be an emulator APK you could use through the browser too.

[Justinadams02]

I set up Bluestacks emulator for Windows but am having the same problem. Seems to occur on the 5 min +/- clips. 

[theman1]

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

Try reporting the problem, maybe it will eventually get to the engineers.

[TanTnT]

Were you able to resolve this issue or have you found a workaround? I'm trying to download a 5:04 clip but unable too. Other clips downloaded just fine.

[Justinadams02]

I have not. I recently replaced my S8 for an S21 and am still unable to download clips over 5 minutes.

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Please let me know if you need further assistance. 

Best Regards, 

Brad.

[Justinadams02]

Hi Brad,

No the issue is not resolved. I just gave the downloads another shot. A 3:58 clip downloaded nearly instantly. A 5:00 clip ended in "failed to download" after attempting for a few minutes. 

[kirkados]

I have an identical error. Any video that is the maximum length (5:04 or 5:05) does not download whereas any shorter-than-maximum-length video downloads right away.

[Brad]

Hey Folks.

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.

[bkshots]

Is there any resolve to this?

I have tried everything but no luck... Any clip beyond 5 minutes keeps giving a similar error.

Anyone?

[dnlp1022]

It appears anything approaching the 5 minute mark fails to download. I tried downloading a clip (4m50s) and it fails every time. Tried rebooting, tried signing out/in, tried clearing the cache, nothing works. This service is getting more frustrating the more I use it. Google essentially holds the footage hostage with no means of downloading it without using some kind of 3rd party screen-capture app (Can't grab simple screenshot from the footage, can't download clips longer than 5 minutes, can't download footage that isn't associated to a detected event despite event detection being unreliable). Is there a link to known issues, and a feature roadmap?

[LC81]

I’m having the same problem & have tried on 3 different devices (2 iPhones & a laptop). Not very reassuring that google have not resolved this. 
Im in a situation where it’s extremely important for me to be able to save certain clips but I’m unable to. Was told how easy it was meant to be but it really isn’t 

[Brad]

Hey folks!

I am looking into this more of course, and I wanted to know if any of you have any active cases with support on this issue? If you do, if you could provide them here, that would be great! I am collecting that information while looking into this issue.

Best regards,

Brad.

[bkshots]

All these cases are active cases.

I have yet to be able to download a clip over 5 minutes.

Try it yourself Brad.

[Brad]

Hi y'all,

For clarification sake, I am asking for you to provide your case numbers here if you are actively working with support on this exact issue. If you aren't that is also just fine. Thank you for all of your feedback!

Best regards,

Brad.