Missing Event Videos

[JA1982]

I have the Nest Doorbell (battery) but it is hardwired into the doorbell feed for constant power.

If I look at Full Event History, I see a number of events listed. However, only about half have a corresponding video as it indicates, after selecting the video, "No events detected" for at least half of the videos.

Some of the videos in Full History even recognize the faces but selecting the video shows "No events detected". The events can be within minutes of when I go to the history but are seemingly random.  They never correct to be available.

Priority Events also show the video short, accelerated clip but it still will show "No events detected" when selected.

I am currently using the 30 day free trial Nest Aware Subscription so I should have 30 days of events.  However, given the issue I frequently don't even have videos from events in the last 3 hours.

Live feed is smooth and never an issue.  Doorbell is on the 5GHz frequency to avoid any interference and a business class access point is within 7 feet of the doorbell and reports a solid connection.  I have a symmetric 1Gb internet connection.

Any ideas?

[TimElekSr]

We have four Nest cameras:  one indoor, doorbell and four indoor/outdoor.  We have a NestAware subscription.  The Events history truncates events so we can only see a short portion of the event.  Then the history is grayed out “no events recorded.”  How can we stop the camera from shutting off?

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Please let me know if you need further assistance. 

Best Regards, 

Brad.

[TimElekSr]

 Yes.  I still need help.

[TimElekSr]

where is the answer?  I don’t see a solution.

[GarrettDS]

Hey there,
Just wanted to jump in here to check to make sure that you saw our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS
 

[TimElekSr]

Please do not lock this.  No one has answered our question.  We still need help with this.  

[JA1982]

I would like to be clear about this issue.  The individual you are replying to basically hijacked my issue with his.  I still occasionally have the issue as I described but his is only tangentially related to mine.  I will resubmit my issue as time allows so that it can be addressed directly.

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue. 

Please let me know if you need further assistance. 

Best Regards,

Brad.

[Brad]

Hey Folks.

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.

[Brad]

@JA1982

Do you have an active Nest Aware subscription? You would lose your footage if your Nest Aware sub has lapsed, or even if there was an issue with your payment method. If you have any of our Cameras or Doorbells, I would definitely suggest you get a Nest Aware subscription! I'd love to provide you with some helpful links explaining what it's all about.

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.