Malfunction or settings?

[StarfleetDad]

We were given a Nest (powered) doorbell last year. All was great.

About 3 weeks ago, I noticed indiscriminate recording "gaps" in the playback stream, as though the camera had been turned off. Even when you can see activity recorded, it will not play back and jumps forward anywhere from 15 minutes to several hours. (At the bottom of the playback screen there is a black thread- that shows recording/monitoring. Within that thread are markers showing activity that can be seen and saved. Now, that continuous black recording thread is broken up so there is nothing to play, even though I can see activity within that blank thread. It will not playback)

I doublechecked all our settings.

I erased all of the 30 day recording from history.

Yesterday, I pushed the "reset" button on the device.

Today there are more recording gaps then ever!

Is there something I am missing? Do I need a new Nest doorbell? Should I scrap Nest and buy a Doberman Pinscher?

[MplsCustomer]

@StarfleetDad 

Which doorbell do you have? Your comment says you have "a Nest (powered) doorbell" but your label says you have a "Nest Doorbell (battery)".

If you have the Google Nest Doorbell (Battery), "even if you have a Nest Aware Plus subscription. 24/7 video history is not available for the Nest Doorbell (battery), even with optional wired installation" (https://support.google.com/googlenest/answer/9681538?hl=en). With a nest Aware subscription, you get "up to 30 days of event video history", giving you video clips of detected events.

I don't know how this event-only history is supposed to show up in the Google Home app, since we have the Google Nest Camera (Battery), which supports continuous recording, and we have a Nest Aware Plus subscription, so we have a continuous timeline with events flagged in color on the timeline.

With our Google Nest Hello Doorbells we have a continuous timeline in the Google Nest app with our Nest Aware Plus subscription.

[StarfleetDad]

Thank you for your response.

The Nest drop down box for "problems" did not have an option for "wired doorbell." Inaccurate drop down options that must be chosen to post problems. Bleh.

I have Nest aware wired doorbell with 30 day recording. It worked great for 1 year, and now the recording gaps have begun. They got worse after I cleared the memory and reset the unit.

I was considering an upgrade to the Aware+ for 60 day recording but not now.

Any help would be great!

[MplsCustomer]

@StarfleetDad 

That doesn't seem right for the Nest Hello Doorbell. Are you able to switch between different views of video history in the Google Nest app, as described on this Google Nest Help page?

https://support.google.com/googlenest/answer/9208447?hl=en

In the Google Home app, if you click on the "Feed" icon in the lower right corner, does it display events from your Nest Hello? And if you scroll to the bottom and click "See all history" does it display events? See this description:

https://support.google.com/googlenest/answer/9691801#zippy=%2Cevents

[StarfleetDad]

Thank you.

I run my Nest history from the previous day on my computer, not my phone. 

I followed your links (thank you again) and, from my phone, all seems to work.

However, the continuous track that displays gaps in the recording stream on my computer, still shows activity captured but will not play those segments.

When I check the same activity segments from my phone, the message is "person at front door." I click on any of those activities and my phone says, "unable to load."

I am not sure if it is the doorbell, the app, settings, or a poltergeist (don't get me started on my wife's conspiracy theories about international spies with anti-Nest camera jamming equipment).

[MplsCustomer]

@StarfleetDad 

This thread reports this is happening with Android phones, with @Brad  from Google Nest support yesterday saying: "I hope this issue will be resolved soon, but I am afraid I do not have an ETA. I would suggest you restart your devices, check for updates and wait for a solution." We have iPhones and so are not seeing the problem.

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Home-recent-events-Unable-to-load-messa...

[StarfleetDad]

Thank you for your help.

I first noticed the problem on my laptop- Windows.

Following advice, I checked everything on my android phone.

My wife has an Iphone. Tonight I will send her the family link to our Nest stuff and see what her phone does.

[StarfleetDad]

Update-

I rebooted the camera, modem, and router.

About 1/2 hour after the reboot I began receiving activity alerts on my phone and computer, as usual.

They give me a snapshot of what person is walking by but when I click to open the playback on phone or computer, some open but others state "Unable to open. Try again."

[MplsCustomer]

@StarfleetDad 

If this is happening on both your phone and your computer, it must be an issue with Google Nest's servers or a problem with the Nest Aware subscription.  You probably need to try to get Google Nest support to address this. 

[StarfleetDad]

Thank you for your help.

[EdwardT]

Hi folks,

@MplsCustomer, thanks for the help!

@StarfleetDad, Thanks for visiting the Community. Since this thread hasn't had activity in a while, we're going to close it to keep content fresh. We hope you were able to get the help you need.

Should you need help in the future, feel free to submit another post, and provide as many details as possible so that others can lend a hand. Hope this helps!

Thanks,

Edward