Indoor and Outdoor wired cameras record video but not audio

[JennB]

I have a 6 indoor nest cam 2nd generation wired and 4 outdoor nest cam 2nd generation wired. 

Audio and mic are turned on for all cameras in settings and volume is on 5 (highest setting). 

I have a paid account with 30 days of recording history.

Events are recording and I can go back and play the clips but the audio is no longer recording.  I cannot hear anything in the video clips.

I did all the troubleshooting tips and it is still not recording any audio.

What else can I try? 

[EmptyNester]

Hello, I'm an end user like you.  I have the outdoor Gen 2 and mine seems to be recording audio just fine.

Are you using an Android or an iPhone? (I'm on iPhone).

I'm going to try and escalate this and get you some help.

[JennB]

Thank you!  I am using an android phone

[Lance_L · Accepted solution]

Hi JennB,

I gotcha. I´d like to dig deeper into this. I need the following information:

• Make and model of the mobile device.
• Android OS version.

Also, let's make sure the mobile device and the Google Home app are up-to-date.

1. Check for Android OS updates and install them if there´s any.
2. Uninstall the Google Home app, then restart the mobile device.
3. Reinstall the Google Home app and verify if the cameras can now record audio.

Keep me posted.

Regards,

Lance

[JennB]

Lance

I followed steps 1. 2. and 3. above and it worked!  All cameras are now recording audio along with the video.  Thank you so much for all of your help.  

Any ideas on why that happened in the first place, so I can avoid having it happen again?

[Lance_L]

Hey JennB,

Back in business! Your Google Home app may have recently received an update to address potential issues. To prevent any future inconveniences, I highly recommend keeping the app updated to ensure its optimal performance.

Feel free to reach out if you have any questions.

All the best,

Lance

[Lance_L]

Hey folks,

@JennB, thanks for reaching out to the Community and sharing all the steps you’ve tried to fix the issue. I’m sorry to hear that you’re having trouble with the recorded audio. I’d be happy to help you with this. Let’s check it out.

If you haven’t done so already, let’s toggle the audio recording off then back on. This is separate from the microphone settings. 

Here’s what to expect when audio recording is turned off for your camera:

• Audio isn't saved with your camera’s recorded video, which means that any footage saved in your video history while audio recording was turned off doesn't have sound.
• You can still get audio in your camera’s live video stream.
• The app doesn't send you any sound alerts.

To turn audio recording on or off, follow the app instructions for your camera or doorbell.

Home app

Android

1. Open the Home app .
2. Tap and hold your device's tile.
3. Tap More .
4. Tap Settings .
5. Select Audio.
6. Tap the Audio recording switch to turn it on or off.

iPhone & iPad

1.  Open the Home app .
2. Tap and hold your device's tile.
3. Tap More .
4. Tap Settings .
5. Select Audio.
6. Tap the Audio recording switch to turn it on or off.

Nest app

1. Open the Nest app .
2. On the home screen, tap your camera.
3. Tap Settings .
4. Select Microphone. Make sure the microphone switch is turned on in the app, or the Audio recording setting wouldn't appear. 
5. Tap the Audio recording switch to turn it on or off.

Note: When audio recording is off, you can still listen live, but you shouldn't receive any sound alerts.

Let me know how it goes.

I appreciate the help, EmptyNester.

Best,

Lance

[JennB]

Hi Lance

Thank you for your reply.  I toggled the audio for each camera off, waited 30 seconds and then toggled it back on.  It is still not recording any audio.  When I click on the talk and listen button, the person in the room with the camera can hear me talking but I cannot hear anything the person next to the camera is saying.  

Help!  😞

[LaurenG]

Hi all,

I am having the same issue. But it is only one camera doing this and all  other cams are recording audio as normal. The camera in question doesn't have any audio when watching live. And same situation with talk and listen, where the sound plays out of the camera but isn't recorded on the video. Doing an Android update now and will keep posted. I have a Galaxy Fold 4.

[LaurenG]

Have followed steps 1-3 above- phone update, uninstall home, reinstall. Nothing has changed. I've checked it on my partners phone and no audio for him either for that camera. 

[EmptyNester]

Hi LaurenG,  Is this camera less than a year old?  If it is then Google will cover it under the warranty.  Also, was it working before and only just recently failed?

did you try REMOVING the camera from the app and then re-adding it?   Be sure you the little barcode thing is visible on the camera as you will need it to re-add it to the system.

Since this is mostly a forum for users to share ideas I think the best thing at this point would be for you to open an official support ticket with Google so you can speak with a Google tech.   Here is the link to get you started.  

Good luck and lets us know how this plays out.

[LaurenG]

Removing it is my next option. But I believe I will lose all the footage if I do that.

[EmptyNester]

Yes,  you will most likely loose the footage.