Frozen Videos 1

[gabbyg]

Hi, I have the Nest Doorbell (wired) at home and I noticed that every time I want to see a events/video from the history it freezes, I’m unable to see them, not even the videos from the same day. It keeps freezing. Please help. 
This started weeks go, on both IOS and Android. 

[gabbyg]

@janthadeus @aatienza I tried to answered in the previous post but it was locked 🙂 

[janthadeus]

Hi there,

It's me again. We haven't heard any updates from you. I'll go ahead and lock this thread in 24 hours. If you happen to have the same concern feel free to reach us out here or start a new thread.
 

Best,

JT

[EmptyNester]

Hello, this sounds like a bit of a tricky problem.  I think your best bet is to contact Google and speak to a Nest Support  person.  Here is the link to start the process and connect with someone by phone.  I suggest your be ready for a 30-35 minute phone call.  Here is the link to open a support ticket...

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

If they are able to get you issue resolved please return here an let everyone know what the solution was.

[janthadeus]

Hi folks,

Thanks for your help here, EmptyNester.

We apologize if the previous thread was closed sooner than you would have liked. As Community specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity. For the meantime, do you still need help with this? Were you able to speak to our support team? If so, how did it go? Feel free to let us know if you still need help. 
 

Best regards,

JT

[janthadeus]

Hi gabbyg,

How's it going with your Nest Camera (battery)? Still need our help?

Thanks,

JT

[gabbyg]

Hi,

yes I need help, the history is frozen I don’t have time to call support. Is there a way to reboot the camera or something ?

[Brad]

@gabbyg

I am terribly sorry to hear that you're having this issue with your Nest camera! I'm sure it's frustrating but I'm happy to look into this and see how we can help out. The first troubleshooting step that I'd recommend would be to Restart your device. By doing this, it should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.

Best regards,
Brad

[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. We invite you to search the Community to see if a discussion is open and ongoing about your topic. If not, feel free to start a new thread. 

Best Regards,
Brad