Nest Doorbell Battery click on event notification on iOS leads to "video not available yet"

[Crousti]

Hi everyone,

I have an issue since several months on my iPhone with Nest Doorbell (Battery) notifications and I decided to start a thread on this today.

I could see that I’m not the only one affected by this issue on this forum but I think I have a lead on what’s going on.

When I click on an event notification, instead of directly showing the video extract of this event, it always tells me "video not available yet".

Note that everything is working well on my old Pixel 3a and I already did a factory reset of my Doorbell and my iPhone with no effect.

My iPhone is configured in french language and french regional formats but in Google Home history, dates/times are in US format (it shouldn’t and it is displayed in my local format on my Pixel 3a) . I think the notification opens the app with date/time context but maybe in local user format, for me it would be 20:47:38 instead of 8:47:38PM.

What makes me think this could be the issue is that I tried to change regional formats to US on my iPhone and my Doorbell notifications started to work again.

Regards,

CC

[Brad]

Hey there,

Thank you for bringing up the concern you're experiencing, I would love to look into this further for you. The first troubleshooting step that I'd recommend would be to restart your device. This process should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.

Best regards,
Brad

[Crousti]

Hi Brad, thanks for answering. 

As I said I have had this issue for months.

I already restarted my phone and my Doorbell and even made a factory reset of both. 

Regards. 

[Brad]

@Crousti

Did you purchase your Nest Doorbell (battery) in the US? Or was it purchased outside the region/country it now currently resides?

Best regards,

Brad

[Crousti]

@Brad I bought it from store.google.com in France but I don’t think it’s a problem from the Doorbell itself because the Google Home regional format is France on my Pixel 3a and it works whereas dates and times are in US format when I’m in the camera history on my iPhone (where the notifications don’t work). 

[Brad]

@Crousti

I would suggest that you reach out to support to see if this is something they can assist you with. It would be a good start to figure out what is going on with these settings.

Best regards,

Brad

[Crousti]

@Brad 

So I have made all these tests to highlight what seems to be a bug in your iOS Google Home app but you won’t trust me and escalate the case to the engineers?

I already wrote to you via the feedback button in the app and never got any answer, it is out of the question that I lose more time with the support which will just make me reboot again.

I’m done with this Doorbell. Bye.

[Brad]

@Crousti

We cannot assist you with replacements as this is not a possibility here in the forum. That is a separate team, we are Community Specialists and Moderators here in the forums. Support is the correct avenue. Request from them that this be escalated further if that is what you wish. Thank you for sharing your feedback with us in the app.

Best regards,

Brad

[Brad]

Hi there, 

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[Crousti]

Hi Brad,

I finally decided to reach the support and after multiple unsuccessful manipulations I gave them as much information and screenshots as possible.

I’m waiting for a senior tech to contact me.

Regards,

Jérôme

[EmersonB]

Hi folks,

@Crousti thanks for getting back to us. Sounds like a plan. If you have other questions and concerns, feel free to let me know.

I appreciate the help, @Brad.

Regards,
Emerson

[janthadeus]

Hey Crousti,

Checking in — how's it going? Still need our help?

Thanks for the help here, Brad and Emerson.

Regards,

JT

[janthadeus]

Hi there,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Best,

JT