Hello does not record activities anymore (only when someone rings the doorbell)

[Ronnielox]

Hi all,

I have Nest Hello with a yearly subscription for 30 days to keep 30 days of recording.

After the year was over, it renewed the subscription but since (around) that same time I noticed my Hello does NOT record any other activities anymore that it normally did do.

It used to record when someone was passing the sidewalk or when a car was parking and so on. (I did NOT get notifications for this, and that is also NOT what I want. I just want to record video's when there is activity within the view of the camera)

Now it only records video when someone rings the doorbell. 

Does anyone know how I can fix this (how to set up properly again to get it to work)?

Thanks so much!

[MplsCustomer]

@Ronnielox 

When you renewed your Nest Aware subscription, did you renew it for the same Google Nest "home/structure" that includes your Nest Hello Doorbell? (You can check on the "home/structure" for your subscription by going here: https://store.google.com/subscriptions?hl=en-US and selecting your subscription, or by going to Settings | Nest Aware in the Google Nest app.)

Do you still have notifications configured under Settings | Notifications?

Have you changed the events you filter when you view the doorbell's history (https://support.google.com/googlenest/answer/9208447?hl=en-GB)?

[janthadeus]

Hi folks,

Checking in — I hope you've got the answer you're looking for. Let me know if you have more questions in mind.

Thanks for your help, MplsCustomer.

Regards,

JT

[Ronnielox]

Hi all,

I have Nest Aware, and still no video recorded. As I said earlier, I only have video when someone presses the doorbell, while normally also saw recorded footage when someone was parking at the front of the house and those examples.

I'll reset everything and see if that works.

[MplsCustomer · Accepted solution]

@Ronnielox 

If your doorbell's camera is still working, it seems something is wrong with your Nest Aware subscription. Again, when you renewed your Nest Aware subscription, did you renew it for the same Google Nest "home/structure" that includes your Nest Hello Doorbell? (You can check on the "home/structure" for your subscription by going here: https://store.google.com/subscriptions?hl=en-US and selecting your subscription (the name of your "home/structure" will display), or by going to the "home/structure"  containing your doorbell and selecting Settings | Nest Aware in the Google Nest app.  You can also select Settings | Nest Aware for your doorbell to see if your Nest Aware subscription shows as active for your doorbell.)

Do you still have notifications configured under Settings | Notifications?

Have you changed the events you filter when you view the doorbell's history (https://support.google.com/googlenest/answer/9208447?hl=en-GB)?

If everything looks good on your end, you could use the "Contact us" link under "Nest Aware Premier Care" on the page below to "Get 24/7 access to Nest Aware Experts on the Nest Customer Care team. They’re available to answer questions, help you access features, and manage your subscription."

https://support.google.com/googlenest/answer/9233159?hl=en&co=GENIE.Platform%3DAndroid

[Ronnielox]

Hi all,

Problem has been fixed. The FILTER was indeed only on Doorbell Ringing. I selected to see all the options.

I'm sorry that I didn't see this option earlier! 

Thanks for the help.

Ronald

[Jhonleanmel]

Hey everyone, 

@MplsCustomer, thanks for the help.
@Ronnielox, awesome — glad to hear that your issue is fixed. It looks like we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else. 

Best, 
Mel

[EmersonB]

Hi everyone,

@Ronnielox good thing that your issue has been fixed. We'll then go ahead and lock this thread after a day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

@Jt, @mel and @MplsCustomer I appreciate your response.

Thanks,
Emerson