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Live Video Unavailable but History Available

RicRose
Community Member

I too have a big problem. Bought a new Nest Doorbell with video and can’t get the live streaming to work at all. It seems to capture history/some events but live streaming has never worked. I have deleted it from the app, factory reset camera, re-added to the app and still not working. We have an older nest camera and that is working fine - connected to my Google home app and the old camera works perfectly. Our Wi-fi is pretty strong so this is not a Wi-fi issue. Can anyone offer any suggestions please before I just return it?

8 REPLIES 8

Brad
Community Specialist
Community Specialist

Hi there, 

 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I definitely understand how frustrating your situation must be, and I wanted to make sure that your concern was acknowledged. Do you still need help with this issue?

 

Best Regards, 

Brad.

RicRose
Community Member

Yes I do

 

Brad
Community Specialist
Community Specialist

@RicRose

 

Do you have an active Nest Aware subscription by chance? If not, that would be why you have lost the footage you may have had before with a trial. Here is a great link on how Nest Aware works and how to subscribe, and here is a link on how to manage your subscription. 

 

Please let me know if you need further assistance.

Best Regards,

Brad.

RicRose
Community Member

I was concerned as I have no ability to see the cameras LIVE.

I can see them only in the history for up to 3 hrs which is fine for now.

I want to be able to log in and see live footage, which I cannot see.

RicRose
Community Member

Still have no answer why my doorbell camera and 2 videos do not show a live feed.

Is there a phone number or person I can contact to get some assistance?

I seriously are not impressed with Google service these days. I used to be able to place an enquiry and someone called back but this function does not seem to exist anymore?

Brad
Community Specialist
Community Specialist

Hey there,

 

Restarting and factory resetting your Google Nest camera or doorbell will have different results:

 

Restart: Keeps all your settings, and it should reconnect to the same Wi-Fi network. This is helpful if it ever becomes frozen, has trouble reconnecting to the internet, or isn't working normally.

 

Factory reset: Erases all your settings and options, and restores its factory default settings. It will not automatically reconnect to Wi-Fi and you'll need to set it up again.

 

You can find this information, plus additional information on this process here. Please let me know if you have further questions.

Best Regards,

Brad

Brad
Community Specialist
Community Specialist

Hi there,

 

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread. Please let me know if you need further assistance. 

 

Best Regards,

Brad

Brad
Community Specialist
Community Specialist

Hi there,

 

Just checking in to see if you still need assistance with this issue.  We'll leave this topic open for another 24 hrs in case there are any follow up questions or comments.


Best regards,

Brad