Missing fourth of July videos, support not help

[znorris]

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[MplsCustomer]

@znorris 

Do you have a "Nest Aware" or "Nest Aware Plus" subscription?  Is it for the same Google Nest "home/structure" as your cameras?   (You can check on the Subscription Management page here: https://store.google.com/subscriptions.) If you do NOT, and if you have a 2nd gen Google Nest Battery Camera (as your post seems to indicate), then you only have access to event video history for events that occurred in the most recent 3 hours. (This Help topic explains what you get with and without a subscription for each camera and doorbell: https://support.google.com/googlenest/answer/9681538.)

This is the Help topic for accessing video history in the Google Home app:

https://support.google.com/googlenest/answer/10904254

If you have 1st gen cameras, this is the Help topic for accessing video history in the Google Nest app:

https://support.google.com/googlenest/answer/9208447

(For 1st gen cameras, if you do not have a "Nest Aware" or "Nest Aware Plus" subscription, then you only get access to snapshots for events that occurred in the most recent 3 hours.)

[znorris]

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[MplsCustomer]

@znorris 

We've had a battery camera since Sept. 2021, plugged in with the optional power cable. When plugged in, it does well. But if we unplug it so that it is running on battery power, it does not wake up from "Idle" mode to detect and record an event if we walk right up to the camera.  Judging from other posts in this forum, that seems to be a common complaint.

[znorris]

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[MplsCustomer]

@znorris 

I'm reporting that, in our experience, when running on battery power, our battery camera does not do well at detecting and recording events.  And even when plugged in, it's not good at detecting events, though it does record them because it's plugged in and we have a "Nest Aware Plus" subscription.

If you go to your camera in the Google Home app and go to Settings | Video | Video history, which option is checked?  And do you have at least some events turned on under Settings | Events | Scene events?

In five years of using Google Nest cameras, we've never had an instance where a whole block of video history was missing. Just our experience.

[znorris]

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[MplsCustomer]

@znorris 

My apologies. I am justly chastened. Having never experienced an outage, local or otherwise, it did not occur to me. I am also sorry that as a result you are lacking video footage for the crimes on your property.

[znorris]

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