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Nest Doorbell Aware subscription lockin: 'There was a problem connecting to the camera stream'

willinliv
Community Member

If you take out a Nest Aware subscription it then removes your ability to later cancel your subscription whilst retaining video history from your Nest Doorbells. This seems contrary to feature of the product at sale.

More information:  

Nest Doorbell Wired 1st Gen (not included in the forum Labels for some reason).

Video previews of events in the Nest app no longer working (either a still image of event or a black screen with some digital artefacts). Google Home app, full video history for the same camera, each event would report 'There was a problem connecting to the camera stream'.

Following the advice on here from Brad and others from 2021/22, rebooting the doorbell had no effect. Factory Reset, removal and re-addition to Nest app - no effect. Disconnecting router from fibre connection for 1 minute to force reissuing of IP address and closing Nest/Home apps - no effect.

Issue noticed since my Nest Aware subscription came to an end. Recommencing subscription has solved the problems. Prior to taking out the subscription (initially a trial) I could have video history for up to 3 hours, but it seems that because Google cannot fix the issue for whatever reason, once you take Nest Aware your devices are locked in. At least that is my experience with the Nest Doorbell Wired 1st gen in the UK.

2 REPLIES 2

MplsCustomer
Bronze
Bronze

@willinliv 

From this Google Store Help page: "When you cancel a Nest Aware subscription, you'll lose your sound detection clips and any video you haven't saved. Before you cancel, learn how to save important clips.":

https://support.google.com/store/answer/11264766

Without a subscription, on 1st gen Google Nest cameras and doorbells, we only get photo snapshots of events that occurred in the most recent 3 hours; on 2nd gen Google Nest cameras and doorbells, we get event video history for events that occurred in the most recent 3 hours. See this Help topic:

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

EdmondB
Community Specialist
Community Specialist

Hello willinliv, 
 

Just wanted to check if you've had a chance to see MplsCustomer's response. If you need anything else or have any questions, just let me know. 

Thanks for the help, @MplsCustomer.


Cheers!
Edmond