Nest Doorbell will not play recordings

[JoeSlobo]

we had an attempted break-in this morning, doorbell alerted me to motion and showed me a still image of the person trying to open my front door - even just 15 minutes after the everything was over and Police had him in custody the app would not allow me to show video to the responding officers and it was less than 30 minutes after the initial notification 

Whenever I get an alert to a "person" or motion on my porch and I try to view on my phone (regardless of being connected to WiFi or using Cellular data)  i have the same issues - I click on the segment in the timeline and nothing happens, only get to see a still image 

All of these issues started once my Nest Aware 30 day trial expired.  Does this doorbell "require" a subscription to provide video?  I thought we had up to 3 hours before the video would be erased ? 

[MplsCustomer]

@JoeSlobo 

It depends on which doorbell you have.

"If you have a newer camera like Nest Cam (battery) or Nest Doorbell (battery), you can get up to 3 hours of event video history without a subscription. But for most older Nest camera and doorbell models, you need a Nest Aware subscription to get event video history or 24/7 video history. This means that without a subscription, you can get photo snapshots of detected activity up to 3 hours in the past."

For the newer cameras, the event video history is supposed to be for the most recent 3 hours only.

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

[JoeSlobo]

I have the newest available Nest Doorbell (Wired) - are you saying that only the "battery" operated units provide the 3 hours of video history and Not the "wired" versions?   Is Nest Aware required for "any" video history, even with the newer models ?

[MplsCustomer]

@JoeSlobo 

Google Nest hasn't updated the wording I quoted above.

Without a subscription, the older Google Nest Hello Doorbells, which work in the Google Nest app, should provide photo snapshots of detected activity up to 3 hours in the past.

Without a subscription, the newer Google Nest Doorbell (Battery) and the 2nd Gen Google Nest Doorbell (wired), which work ONLY in the Google Home app, should provide event video history up to 3 hours in the past. If you have the 2nd Gen Google Nest Doorbell, I don't know why you couldn't access the event less than 30 minutes after it occurred. Did it show in your history?

[JoeSlobo]

All that shows in the history is the snap shot (still image) there is no video footage 

it worked fine when first installed and there was a 30 day trial of nest  Aware but once that expired so did the video playback 

 just think it’s very misleading that it never indicates Anywhere that the only way to get Any video playback requires a monthly subscription - this seems very deceptive 

[MplsCustomer]

@JoeSlobo 

If you have the 2nd Gen Google Nest Doorbell and you cannot view (and download) event video history for events detected within the last 3 hours, then something is wrong.

This is the newer 2nd Gen Google Nest Doorbell
https://store.google.com/product/nest_doorbell?hl=en-US

This is the older Google Nest Hello Doorbell:
https://www.amazon.com/Google-Nest-Doorbell-Wired-Streaming/dp/B0B1W8WTJ2

[JoeSlobo]

Yeah - that’s what i thought as well 

but i just spent 30 min in a chat w google and rep specifically told me that the ONLY way to view any video (even under 3 hours old) requires a Nest Aware subscription 

[MplsCustomer]

@JoeSlobo 

As I said above, this is what Google Nest's Help page says:

"If you have a newer camera like Nest Cam (battery) or Nest Doorbell (battery), you can get up to 3 hours of event video history without a subscription. But for most older Nest camera and doorbell models, you need a Nest Aware subscription to get event video history or 24/7 video history. This means that without a subscription, you can get photo snapshots of detected activity up to 3 hours in the past."

So, it depends on which doorbell you have. If you have the Google Nest Hello Doorbell, then you only get photo snapshots.

It has a table showing what you get with each doorbell and camera:

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

[JoeSlobo]

Yes - I’m totally aware of this and this is exactly why i posted here and contacted google directly in a chat 

this is a brand new - latest model 2nd Gen Nest Doorbell (wired) and i was specifically told a subscription is required 

 even specifically shared the same info you provided and was told “we are sorry about the confusion, but without a subscription No Video playback is available” 

[MplsCustomer]

@JoeSlobo 

Well, that is NOT true of the 2nd Gen Google Nest Doorbell. Besides the Help page I cited, the Google Store says: "Free 3-hour event history". I'm also including screen shots of the Google Nest Hello Doorbell and the larger 2nd Gen Google Nest Doorbell, available in several colors, so there can be no confusion.

https://store.google.com/magazine/compare_doorbells?hl=en-US

Google Store2nd Gen Google Nest DoorbellGoogle Nest Hello Doorbell

[EmersonB]

Hi JoeSlobo,

Thanks for reaching out here in the Community and for sharing with us your concern. Were you able to read the information and check the link that MplsCustomer has shared? In case you have an update, you know where to find us.

I appreciate the help, MplsCustomer.

Regards,

Emerson

[EmersonB]

Hello JoeSlobo,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.
  
Thanks,
Emerson

[EmersonB]

Hey JoeSlobo,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, we would be happy to keep it open. If there's more we can do, just let us know.
  
Best,
Emerson