Nest Cam Outdoor

[Flossy53]

Is there anybody who can help me. I have been bought a Nest Cam by my children for Christmas.  I have installed it, it works but it will not play back video. It works best on my iPhone. I have read all I can,  many threads on this topic do not answer the problem. I have split my wifi into the 2.4 & 5 ghz so it’s on 2.4, I have turned down the quality, I have rebooted the router. It drains my iPhone in a day, would prefer my iPad but which app do you use Google or Nest . Help.

[bvandijk]

If it's a new Google Nest Cam (verify it by checking it has the Google logo on it) use Google Home. 

The Nest App will be replaced by Google Home. (Google makes it confusing, but Nest is the 'old' App, but the new products are branded 'Nest')

Within Google Home, select your Nest Cam and 'Live video', but you should also be able to click on History to view the events (there are more ways, but this should definitely work)

[Flossy53]

Yeah, thank you for the reply. I have set it up in Google Home, yes it is new and has the G on the box. But it still only gives me individual pictures, no video of activity in History.  So nothing has changed. Any other ideas ?

[bvandijk]

I'm sure I'm repeating things you've already tried and done, but from what I understand/presume:

1. You've created 2 separate SSIDs (2.4 and  5 Ghz). Though I must say it works fine for me with 3 TP Link Deco's sharing one SSID for 2.4/5 (Nest Cam, Nest Doorbell, Nest Hub, Nest Mini and lots of other smart lighting stuff, so I doubt that is the issue.)
2. I'd temporary move the Cam very close to the Router / Wi-Fi Access Point just to rule out any Wi-Fi signal issue.
3. Install the Home App on any other device (your iPad would be a good option). 

See if 2 and/or 3 improve the situation?

[bvandijk]

Also, it's obvious, but make sure the cam is attached to the magnetic google mount...

[Flossy53]

The camera is outside under a porch above a door the router is in the room just above. My daughter’s is a lot further away and hers works. After you mentioned the Google app I downloaded it onto my iPad and deleted the others. Do you think I am supposed to sign up and pay for additional Google goodies for the camera. I cannot remember what they call it !

[bvandijk]

No need to pay for Nest Aware for just getting the cam to work. A subscription will be needed if you need more than 3 hours history, face recognition and other stuff. But basic functionality should just work.

Does the Google Home App with live video work on your iPad (or other phone) ?

https://store.google.com/nl/product/nest_aware (30/60 days of history)

[Flossy53]

Yes everything works ok. I get snapshots of activity in the history. But no video. It tells me about every sound and movement. On my phone it was giving me the length of time the movement was there but no recording.

[Flossy53]

You mention it being attached to the magnetic disc, it is, but at the side. Would that be a problem. I thought it was made like that so you could angle it !

[bvandijk]

That's just fine. But selecting the magnetic disc/mount was one of the options during the initial configuration. If it's not attached it 'thinks' it is in setup/config mode.

[bvandijk]

If you click on the snapshot in the activity trail it should open the 'viewer' where you can actually see the video.

A quick way to get to the cams and viewer is by just selecting the Cams icon in the Google Home App (on top of the page, just below your Home's name)

[Flossy53]

When I open history it shows all the activity, with a snapshot of video. On that page I can go back to live video or other settings but nothing indicating I can run a video.

[Flossy53]

Perhaps I am not clear, the snapshot of activity is there for every sound and motion. I have loads of them. That’s never been the problem, when I touch the snapshot it opens up into a bigger picture and nothing else. And I have been in all the icons looking to try and ‘run’ the video but nothing.

[MplsCustomer]

@Flossy53 

I'm just another customer who has the Google Nest Camera (Battery), but we have a Nest Aware subscription and have it plugged in with the optional power cable.  Without a subscription, you're supposed to get event history (with video clips) for events that occurred in the last 3 hours. If you signed up for the 30-day trial subscription for Nest Aware, you're supposed to get 30 days of event history (with clips).

I don't know how the camera works without a Nest Aware subscription. On ours, when the camera's video displays, we can click on "History" to display a timeline under the video picture, and if we then click on "Full History", we get a list of snapshots, and if we click on any of them, the video clip for that snapshot plays.

If you click on your camera in the Google Home app and select Settings (the gear icon in the upper right), and then Video, what does it say under "Video History" and under "Maximum event length"?

[Flossy53]

Hi new person, in my information it tells me my  30 day trial has ended, when I was unaware it was available, that’s the first thing.

Under  Video in settings I have the options of Netflix’s, Disney & Channel 4. I have ignored it because I have no reason to watch them.

I wish somebody would tell me how to talk to a real person who could solve this problem. I cannot find a phone number anywhere, I have sent a message asking for help. I resorted to this community out of desperation.

[Flossy53]

Yeah I found a telephone number

[MplsCustomer]

@Flossy53 

I hope you were able to get things resolved with Google Nest Support.

This Google Nest Help page below lists what Google Nest says you get without a subscription ("Free Tier") for each camera and with each level of subscription for each camera.

In either the Google Home app or the Google Nest app, you can check your Nest Aware subscription level by selecting Settings | Nest Aware.

https://support.google.com/googlenest/answer/9681538

In addition, you can get Nest Aware only in these countries: Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Japan, Netherlands, New Zealand, Norway, Spain, Sweden, Switzerland, United Kingdom, United States (except Puerto Rico) (https://support.google.com/store/answer/2462844#nest_aware)

[Flossy53 · Accepted solution]

Thank you for your reply, from first a chat over the internet then to the telephone, I went through a wide range of things, lots of things I had done before, he took charge of my system but eventually we got there. It’s faulty, they are going to replace it. 😅

[Brad]

Hey folks,

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, but if you're still having trouble, please feel free to submit another post, and provide as many details as possible so that others can lend a hand. Hope this helps!

Best regards,

Brad.