Nest Doorbell video not available check back later

[cdelaere]

Hi all,

Since installation of a nest doorbell (battery), Every time an event is triggered, I receive a push message on my phone. When opening the push message, I get the error that the video is not yet available. When I immediately check my history in the home app, the video is there though.

Other conversations are also discussing this topic, however I could not find any solution other that "it suddenly worked again".

The problem for me however is still ongoing, I did launch a support ticket with google (ticket number [6-7706000032923]), but this was a "dead end" shifting the responsability to Sonos or my phone manufacturer ...

Hope I can have some answers here ?

Thanks a lot !

[Sp2106]

Same, issue, many threads on this from us many frustrated customers. Is there a way to consolidate into one thread so we get more attention? Please repost if you can to the following thread, there is already some activity with the (most likely bots), but maybe if we all post there we'll get attention from a human eventually? 

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Google-Nest-Camera-wired-with-Floodligh...

[cdelaere]

Hi SP2106, I just checked the thread, however, my issue is something else. I don't have issues with live video, my problem is that I don't get to see recorded video (triggered by an event) when clicking the push message I receive on my phone. I do see the recorded video if I look in the history immediately after I receive the message. WIFI signal is perfect (access point is within a few meters in same room). Even when I tap a push message that is several days old, still get that error. As if the link sent in the push message is incorrect ... 

[cdelaere]

One other thread in which the same issue is described is https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Google-Home-Battery-Camera-video-always... 

[Brad]

Hey there,

I am terribly sorry to hear that you're having this issue with your Nest camera! I'm sure it's frustrating but I'm happy to look into this and see how we can help out. The first troubleshooting step that I'd recommend would be to Restart your device. By doing this, it 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

[cdelaere]

Hi Brad, thanks for your reply. Please allow me to correct, I have the issue with a Nest Doorbell (battery), which is wired, so not a Nest camera. Prior to opening this thread, I already did a restart and a full device reset. I have an access point mounted just behind the door, so wifi is OK, just like the live feed is perfect. My issue is that when receiving a push message in case of a motion event, when clicking the push message, I get "video not available yet", although when immediately looking in history afterwards, it is there. Even when I click a push message I received several days later, I still get the error. And indeed, this is frustrating. Thanks for helping me further with this !

Best regards,

Christophe

[janthadeus]

Hi folks,

Thanks for your help here, Brad.

Great troubleshooting so far, cdelaere. I know how you feel about this. You can also give these steps a try: 

• Uninstall reinstall your Google Home app.
• Restart your router, unplug it from the power outlet and wait for 1 to 2 minutes before you plug it back in.
• Close all the apps running in the background of your phone, then reopen your Google Home app.
• Reboot your phone.

Let me know how it goes.

Thanks,

JT

[cdelaere]

Hi JT,

Thanks for you reply. I tried all steps above, unfortunately, didn't solve things. Extra information I can give is that I have the "video not available yet" message on all my devices. My wife, who is added to the house has the same issue. So it doesn't seem to be a account of device problem but more of a backend issue. It is as if the URL to the video sent with the push message is incorrect.

Hope this extra info might ring a bell 🙂

Best regards,

Christophe

[janthadeus]

Hi cdelaere,

Got it, thanks for sharing that with us and thanks for your efforts. Let's dig deeper into this. How far is your Nest Doorbell (battery) from the router? Do you have an Android or iPhone? What's the status light of your doorbell? Also, do you have an Android or iPhone?

Going over the steps here might help:

• Bring your doorbell closer to the router at least 3 to 5 feet while it's charging. Then, check if it shows the live video.
• Check your camera live video on another phone.
• Factory reset your doorbell.

Let me know if that helps.

Best,

JT

[cdelaere]

Hi JT,

Live video is not an issue, I have immediate feed and fluent movement on the image. The issue I have is that when I receive a notification message of an event coming from the doorbell (movement detected), selecting the notification gives me the error "video not available yet". The access point (unifi) is just on the other side of the door. Unifi controler shows signal strength of 52 dBm. I have an iPhone Xs. The doorbell is wired.

Br,

Christophe

[Brad]

Hi there,

Just checking in to see how the conversation is going, as there's been a lapse in activity on this thread.

Best regards,
Brad

[cdelaere]

Hi Brad,

No progress unfortunately.

Best regards,

Christophe

[Brad]

@cdelaere

I am sorry to hear that you are still experiencing this concern! This seems like it is more of a bug than anything. We are looking into it. 

Best regards,

Brad

[Brad]

Hi there,

Just checking in to see how the conversation is going, as there's been a lapse in activity on this thread.

Best regards,
Brad

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad