Google Nest Videos not available to me

[pickles278]

Hi,

I have a Google Nest battery camera connected to my account. In the Home app history on my Android phone I can see the list of videos recorded on a specific day but when I click on them to view them the app says there are no events on that day.

My son also has access to these videos on his iPhone through the Home app, and he is able to view and download the videos I need. Why can't I access them?

Cheers,

Marcus

[Hollywood1674]

I'm having a similar problem except my cameras are the out door and when I want to view a video it always says unknown error unable to play video I have an android cell phone as well I haven't been able to figure it out either 

[EmptyNester]

Maybe try logging-out of your account,  Deleting the app and then re-installing it.  Sounds like some viewing component is missing that might get reinstalled.

[pickles278]

It's not all videos, or even all cameras. It's just some videos from a specific camera on a specific date.

[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.

[pickles278]

Hi Brad, 

I got no further reply and this wasn't resolved or explained.

Cheers,

Marcus

[Brad]

@pickles278

Are you and your son logged into the same Home? I am not sure why they would have the access to that information and you do not. I honestly have seen that some devices do not work super well with Androids/Samsung devices. I would suggest that you and your son go through this article, determine who the account owner is and have them remove your access, and then add you back in. See if that does the trick! Also, you can check to make sure that your mobile device is updated to the latest software, and give it a good power cycle before you try again.

Best regards,

Brad.

[pickles278]

I can assure you that we are logged into the same home, I am the account owner (as the account owner I can't remove myself), and my Google Pixel 6 Pro is and was up to date with the latest version of android.

The Google Home app is buggy as hell.

[Brad]

@pickles278 

Aright if this is your account, do you have an active Nest Aware subscription? 

Best regards,

Brad.

[pickles278]

I sure do.

[Brad]

@pickles278

Thank you for the confirmation! It seems like it may be a bug associated with an Android update recently. We are doing our best to look into it at this time.

Best regards,

Brad.

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue. Please let me know if you need further assistance. 

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.

Best Regards,

Brad.