Familiar face detection is still misidentifying my kids.

[Townsend]

I have seen many people complain about this issue and the threads are closed stating feedback has been provided but it continues to be an issue at least 7 months since the earliest post I saw and I didn't try to find the earliest occurrence.  We need to be able to re-lable faces that get put in the wrong libraries.  My boys do not look like twins as there is 4 years between them but these cameras sure think they are the same person.  I deleted their library and then one at a time put them in front of the camera and it puts them together.  Please let us manage these images when the bots fail.  Use the feedback from the customers changes to improve your modeling.

[janthadeus]

Hi Townsend,

I'm sorry to know that you're experiencing issues with your familiar face detection. We hear you and we appreciate you sharing your thoughts with us. We’re always looking for ways to improve. 

Let's dig deeper into this — a few questions:

• May I know what type of Nest camera is in question?
• When did you first notice the issue?
• Have you tried turning on people's notifications in your Nest app or Google Home app?

Give these steps a try:

Google Home app

1. Open the Home app. 
2. tap Settings  > Nest Aware > Familiar face detection.
3. Tap a person in the face library.
   • If an image shows the wrong face (for example, the image doesn’t match the person or isn’t of a real face), tap and hold the image to highlight it, then tap Delete to remove the snapshot.

Nest app

1. Open the Nest app.
2. tap Settings.
3. Tap Familiar faces.
4. Tap the face profile you want to review.
5. You’ll see a grid of snapshots.
   • For Android, tap any incorrect ones to highlight them.
   • For iOS, tap Select, then tap any incorrect ones.

Tap Delete to remove those snapshots.

If your camera identified someone incorrectly, you should delete incorrect snapshots in the face library as soon as possible. This will reduce the chance of that person being misidentified again. 

Let me know how it goes.

Thanks, 

JT

[Townsend]

It's both the new nest doorbell battery which I have wired and the outdoor nest cam battery which is also wired.  

I do try and catch the incorrect faces but since it is my two kids and it's summer you can imagine that they are seen a lot.  I did try one thing mentioned in another thread and had my youngest go out with night vision and it saw him as a new person but when the sun is up it misidentifies him as my oldest every time.

We really need to be able to move faces to other libraries to help out the AI. 

[janthadeus]

Hi there,

Got it! I appreciate you for trying and I understand you on this. Let's further check this. Have you tried to uninstall and reinstall your Google Home app? Do you have another iPhone or Android to test your familiar face detection? Have you tried restarting your Nest Doorbell Battery and Nest Cam Indoor/Outdoor Battery?

Give these steps a try:

1. Restart your cameras, go to this article to follow the steps. If the same issue occurs factory reset your cameras by following the steps in the provided article. Important reminder: before your factory reset your cameras, please save important video clips so you can always look back. 
2. Uninstall and reinstall your Google Home app.
3. Test it on another phone to see if it works.

Please keep me posted.

Regards,

JT

[Townsend]

I have done all of that and there are 4 Android phones in the house all linked to the same home account and we all see the same face libraries.  This isn't an issue with the account or cameras seeing the faces.  We need a way to tell the system that you got it wrong but here is the right person.  Deleting doesn't make it work better for the face it continues to see wrong as it has not been told who the other person is.  This can only be fixed by software updates.  The other treads that talk about this issue have all done this "troubleshooting" and not one that I found was solved by it.  It seems that the old Nest cameras and software could do to his better than what people have experienced when switching to Google Home.  Look to what worked and we hope you can provide an update sooner than later.

[janthadeus]

Hi Townsend,

We hear you and we appreciate you sharing your thoughts with us. We’re always looking for ways to improve and we’ll take this as feedback. For the meantime, you may reach out to our support team by filling out this call back request form to further investigate this.

Best regards,

JT

[janthadeus]

Hi Townsend, 

Just checking in to see if you still need help with this. We'll leave this topic open for another 24 hrs in case there are any follow up questions or comments. Please let me know if you need further assistance. 

Regards,

JT