Google nest batery camera does not record on event

[NestMan3]

Hi,

I purchased four google nest cam battery devices I have the nest aware 30 days trial, however, the cameras does not record on event, it push the notification when I clicked on the event the app writes: This video is not yet available, try it later. Even after couple days the event is not shown. The strange thing is that from time to time the camera record the event and I can see it in history. It seems that there is some problem with the server where the data are recorded.

Following notes:
- Yes I have strong Wifi 100/10 Mbit stable
- Cameras are fully charged, some of them are permanently powered all of them same behaviour

[aatienza]

Hey NestMan3,

I’m sorry to hear you’re having trouble with this. No worries, we'll check this out. Could you tell us how far are you from your Wi-Fi router? Are there any apps running in the background? If so, try to force close it to see if that helps. Also, to isolate it — try to use your mobile data if it still happens the same.

Looking forward to your response.

Thanks,
Archie

[NestMan3]

Hi,

I have strong signal, measuring with the phone next to the camera using speedtest.net 80/10 Mbit which should be more than good. I do not run any application or server, which could consume the bandwidth. Anytime I connect to the camera live stream the video is immediately shown on my phone, no cuts in the video.

Thanks for any help,
Jakub

[Brad]

@NestMan3

I understand that connectivity concerns can be quite frustrating. The first troubleshooting step that I'd recommend would be to restart your device. This process 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

[EmersonB]

Hi everyone,

@NestMan3 I'm dropping by to ensure that everything is covered here. To confirm, how many home structures do you have? You need to make sure that you applied your Nest Aware subscription to the same home structure where your Nest Cameras are added. Nest Camera (battery version) has up to 3 hours of event video history when there's no subscription. In addition to restarting your Nest Camera, you may do the same to your Wi-Fi router to refresh the connection. Hit this link for more information for Nest Aware (Trial).

Best,

Emerson

[EmersonB]

Hey NestMan3,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let us know.

Thanks,
Emerson

[NestMan3]

Hi Emerson

Of course nothing is covered, the thread is still active, as nothing was fixed. The cameras does not record on event even after reset. I am IT guy so I kind of know what to check, everything should be ok the internet connection is strong 80/10Mbit/s my feeling is that problem is with the servers where i can not do anything......

[EmersonB]

Hi NestMan3,

Thanks for getting back to us. This is not the experience we want you to have. can you check if your subscription is still active? Hit this link to know more.

Regards,

Emerson

[aatienza]

Hey there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

I appreciate the help, everyone.

Thanks,

Archie

[NestMan3]

No the subscription is passed, however I should have 3h history, which is not working either. To be honest sometimes it works sometimes it does not same behavior even after reset ......

[janthadeus]

Hi all,
 

I’m sorry you’re still having trouble viewing your event history. Let’s see what’s going on — a few questions: when did the issue start? How far is the camera from the router? Does your phone have a pending software update? Were there any changes to your Wi-Fi network? Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the camera? Also, is your camera connected to a 2.4 GHz or 5 GHZ Wi-Fi network?

Here are some troubleshooting steps you can try:

1. Close all the apps running in the background of your phone, reopen the Google Home app. Then, check your event history again. 
2. At the highest video quality setting, your camera can use a large chunk of the internet connection to stream video. Slower internet service might not be able to keep up. Check your internet speed here: https://goo.gle/2JaUmYI. The page would show your download speed then click “Show more info” to check your upload speed. Have a look at this article for your guide: Internet bandwidth and speed requirements for Nest cameras.
3. Open the Home app .
4. Touch and hold your device's tile.
5. At the top right, tap Settings .
6. Choose Video.
7. Under “Video quality,” choose Max or High.
   • High settings uses less bandwidth.
   • Max settings uses more bandwidth.
8. Restart your phone, turn it off for 60 seconds then turn it on.
9. If you have a dual band Wi-Fi frequency switch your connection to 2.4 GHz Wi-Fi to improve your connection.
10. If you have mesh Wi-Fi points, connect your camera directly to the main Wi-Fi access point.

Let me know how it goes.

Thanks for the help here, Brad, Emerson and Archie.
 

Best,

JT

[janthadeus]

Hey there,

It's me again. I want to make sure you're all good — did those steps work?
 

Best regards,

JT

[Scooter4560]

Hi JT,

            Still waiting for a replacement to be arranged as the engineers have finally agreed that after 3 weeks of diagnostic that the camera is faulty. Worst experience ever dealing with Google support as I have 2 other cameras on the same network working fine. I've now invested in another system to protect my family. 6 days since my last correspondence and my new system picked up a prowler just lastnight.

Scoot

[janthadeus]

Hi Scooter4560,
 

I’m sorry to hear about your experience, but we’re glad to hear that a replacement is on the way. Keep us posted. We’re here to help.

Thanks,

JT

[janthadeus]

Hey there,

It's me again. I want to check if you still need help. Don't hesitate to reach back if you do. 
 

Regards,

JT

[aatienza]

Hello there,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks,

Archie

[Scooter4560]

hey mate, if you have the camera live view do you get event history then? as this is the same problem I am having, believe its a hardware issue, and a week later, I'm still troubleshooting