Google Nest Doorbell video clip saving

[PerryDS]

Recently, I had a problem with Google Nest's 30 day video clip saving service. Local police detectives asked us to save a date range of our video clips to assist in an investigation. I diligently did so prior to the videos being deleted per Google’s deletion schedule. However, I discovered that 95% of video clips saved never showed up in my Nest account (I was far under the storage limit). I contacted their helpdesk, but am being give the runaround. They keep saying that there is nothing they can do to retrieve deleted videos, but I'm not asking them to retrieve deleted videos. I'm asking why the videos I saved never showed up in my account. I pay an annual fee for this service, so I'd like it to work. Google should want to know if its service isn't working properly. If you bought a iPhone and it didn't work, you'd want answers. Each time I ask why the videos didn’t transfer to my account, they answer that they can’t retrieve deleted video. Either they don't understand or are avoiding my question. So what am I paying an annual fee for since it doesn't work per the terms of its own contract.

[MplsCustomer]

@PerryDS 

In the Google Nest app or on home.nest.com, you can save video clips from 1st gen cameras and doorbells (those installed in the Google Nest app) to your Nest account on the cloud using the Google Nest app (by clicking "New Clip") or on the home.nest.com website (by clicking Clips | Create clip , up to a 3-hour limit. In the Google Nest app, you can only download a clip if you do so right after you create it. Saved clips are accessible on the home.nest.com website by clicking on your profile and selecting Video Clips; from there, you can download any of the clips. To the best of my knowledge, Google Nest never deletes these clips; we have just a few and they've never been deleted.

For 2nd gen cameras and doorbells (those installed in the Google Home app), you can only save a clip of a detected event to the camera roll on your phone, but in our experience event clips don't always get downloaded; the download process seems a bit flakey. In the beta "Public Preview" version of the Google Home app, you can also create and save custom clips, but since we're not on the "Public Preview" version, I don't know how that works.

[EmptyNester]

Hello,  Are you using the NEST APP or the GOOGLE HOME APP?    I'm on an iPhone and when I go into the Google Home app and save a clip it sends it to my Photos app on the iPhone.  Did you look there to see if your videos are there?

[PerryDS]

I'm logging into the actual Google Nest website. The videos I saved never showed up even though when I saved them (from the Nest app) each saved clip stated "Adding clip to your Nest account" and instructing me to look at it on my computer. The service isn't worth a paid subscription when it works with 5% efficacy.

[MplsCustomer]

@PerryDS 

I just did some experimentation in the Google Nest app.

If I select an event and select "New Clip" and wait for the "Adding clip to Nest account" process to finish, and then check "Video Clips" on the home.nest.com website, the clip appears. If I then click "Cancel" in the Google Nest app, the clip disappears. If I instead click on "Save to camera roll", the clip remains in "Video Clips" on the home.nest.com website.

So, it seems that if you do not ALSO select "Save to camera roll" in the Google Nest app, the clip does NOT remain in "Video Clips" on the home.nest.com website.

Put another way, the only way you can save a clip from the Google Nest app to your Nest account on Google Nest's servers is if you ALSO save it to your camera roll or select "Share link".  Selecting "Cancel" after you just saved the clip removes the clip from your saved clips.  That's not exactly a great user experience.

[AnSholo]

Hello there having the same issue. Can't access my saved clips. Can't find them anywhere.

[MplsCustomer]

@AnSholo 

See my reply above. You can only access video clips saved to your Nest account on Google Nest's cloud by going to the home.nest.com website, clicking on your profile, and selecting "Video Clips".

[AnSholo]

Hi! I have saved a clip on both my phone and my tablet (both android) using the home app. I received a notification that the clip has been downloaded but the notification does not redirect me where it is actually saved or to the part of the app where I could see it.  I looked at the use places (downloads, pictures, videos, camera) on both my internal memory and my sd card, but to no avail.
I even looked at the clip in the events history on home but I don't see any option to access the clip. 
I have installed the nest app on my phone. Whether I use the nest app or the nest web app, I can only see my home icon, there is nothing else there.

[MplsCustomer]

@AnSholo 

Sigh.  as I said above, For 2nd gen cameras and doorbells (those installed in the Google Home app), you can only save (i.e., download) a clip of a detected event to the camera roll on your phone or tablet, but in our experience event clips don't always get downloaded; the download process seems a bit flakey.  (And in iOS I usually get a message about permissions when the download is saved, because you can give the Google Home app permission to access just the one downloaded clip or all of your photos, and only give permission for the one downloaded clip.)  In the beta "Public Preview" version of the Google Home app, you can also create and save custom clips, but since we're not on the "Public Preview" version, I don't know how that works.

[PerryDS]

I did this. 95% of the video clips saved never showed up there.

[EmptyNester]

@AnSholo,  can  you expand on your question a bit more?   Are you talking about viewing clips (aka events) that the system has recorded?  Or are you talking about clips that you manual go in and SAVE?   Are you using the NEST app or the GOOGLE HOME app?   If you are using an iPhone and you manually SAVE a clip then it goes to your iPhone Photos album.

[AnSholo]

Hi EmptyNester,
See my answer above to MplsCustomer, and thanks for your reply.
I am will double check on my nest app but I am pretty sure I did.
There was a nest account migration message when I was logging on the
app, could that be related?
I will double check on the Photos Album on my phone too.

[EmptyNester]

Hmmmm,  I have an iPhone and I when I tell the Google Home app to save a clip it just appears in the iPhone Photo's app.  Sorry I don't have an Android so I can't be of much more help.

You can try this link from Google which talks about saving clips.  Hopeful something in here will help.

https://support.google.com/googlenest/answer/9207572?hl=en

[AnSholo]

Okay found it! On android it's sitting in /internal storage/Movies
Thanks for both your assistance!