Moved cameras to Home app and faces stopped working

[kluss0]

I moved my 4 cameras: 2x Google Hub Max, 1x Nest Floodlight w/camera, and Nest wired doorbell camera (Model: NEST_HELLO.0) from the Nest app to the Google Home app. As soon as I did that, my entire familiar faces library disappeared, and the cameras no longer recognize familiar faces or asks to add faces to the library. In the events list it just says "Person Seen". I have done a reboot on all but the flood light (it's 25ft up), I have a Google Home Premium account (used to be Nest Aware), and familiar faces is turned on on all devices. 

Prior to moving from Nest to Google Home, all of the cameras recognized people, and I have 50+ faces in my library. All of that is gone, and I can't access any of it in the Nest app anymore. 

[DeboraJ]

Hi @kluss0,

Thanks for reaching out to the community! I understand that you have been experiencing some issues with your cameras because they stopped detecting familiar faces when you moved them to the Google Home app. Thanks for letting me know that you already tried some troubleshooting steps! Let me help you with this.

To troubleshoot this inconvenience, we need to check if we can add the faces manually. This will depend on the generation of the camera and devices. For example, for the cameras of the Google Nest Hub Max or Nest Cam with floodlight, you need to check this on the Google Home app.

Now, regarding the Nest Doorbell (wired) / Nest Hello, we need to check it on the Nest app. With this clarification, let’s move forward to the next steps:

Google Home app

• Open the Google Home app.
• At the top right, tap your profile picture or initial.
• Tap Home settings, then Subscriptions, and then Nest Aware.
• Tap Familiar face detection.
• To add or change the name, tap a face and enter a new name.

Nest app

• Open the Nest app.
• Tap Settings and then Familiar faces.
• Tap on the familiar face profile that you want to name.
• Tap Name.

Keep me posted!

Best regards, 

Debora

[kluss0]

Hi Debora,

In the Google Home app settings, under subscriptions, there is no longer a Nest Aware subscription, everything is under Google Home Premium. When I go to Familiar Face Detection, there are no new faces, even though the cameras have "Person" detected. They are not adding unknown faces to the library for me to update/edit. In the Nest app, there are no faces in Familiar Faces, and all of the camera say "Transferred  to the Google Home App".