Google Nest Doorbell (battery) history always "This video isn't available yet. Check back later"

[NickBucci]

An issue I have seen from others before but still not resolved clearly - we have recently installed and setup a brand new Google Nest Doorbell but are unable to access any of the video history it has been accumulating...

Notifications work well, the history is continuously updated with new "events" every time people or vehicles pass. Live stream and audio also works fine, so connection to the wifi also seems to be working well.

When trying to access the video history on the Google Home app however thumbnails will not load, showing a grey "i" instead, and videos can not be loaded or replayed - "This video isn't available yet. Check back later". 

We have factory reset and reconnected the doorbell which has not worked , restarted wifi, tested on different devices, updated phone software / app software etc. but still no luck.

I have logged a ticket with the support team but would be keen to understand more about what exactly could be causing this issue and how we can resolve it properly!

[aatienza]

Hey NickBucci,

I’m sorry you’re having trouble with this. No worries, we'll check this out. There's a lot of factors why you're unable to view your video history. Let's see what's going on — do you have the case ID from your interaction with our support team so I can take a closer look?

Thanks,
Archie

[NickBucci]

Hi Archie,

Thanks for helping out - my case number was 9-0499000032584

[aatienza]

Hey NickBucci,

Thanks for the information. Our team is currently working on your case. Rest assured we're on top of this and you'll hear from us once we get a word.
 

Thanks,

Archie

[janthadeus]

Hey folks!

Just wanted to jump in here to check to make sure that you saw our response. Shout out and a huge thank you to Archie for the help here. 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

[NickBucci]

Hi JT,

I have seen the reply however the issue has not been resolved - I've simply been asked to now provide feedback via the Google home app too. It would be good to keep this topic open until, or if, the issue has been resolved so that others might be able to benefit from it.

Thanks,

NB