Nest Hello not recording all history despite having a nest aware subscription

[AlexaNest]

Our doorbell has a strong signal but seems to be rhythmically dropping out.  By that I mean our history recording starts and stops at almost regular intervals - about 2 minutes of recording and 2 minutes not recording.  The live feed also dies off when the history is not recording.  I've tried chat but they are unable to fix the problem.  Is my Hello dying or is there a known issue/fix that I can view?

[EmersonB]

Hello AlexaNest,

Thanks for reaching out here in the Community. To know more about this issue, I’d like to confirm, how far is it from your Wi-Fi router? Are there any appliances in between your Nest Doorbell and router that can interfere with the wireless signal? For troubleshooting, you may try restarting your Nest Doorbell and Wi-Fi router and monitor its behavior.

Regards,

Emerson

[AlexaNest]

 10 feet.  No appliances.  I've restarted wifi and even bought a new nest doorbell.  Still the same problem.

[EmersonB]

Hi AlexaNest,

I appreciate the update. Please share your case ID here so that we can take a closer look at what happened with your interaction with our support team.

Regards,
Emerson

[AlexaNest]

Where can I find this case ID?

[AlexaNest]

Also when I chatted with Nest they told me my hardware was dying.  I bought a new Nest doorbell.  The new one is doing the same thing.  But what is weird is that I think this is a problem with Nest's backend.  I say this because after a few minutes the "unrecorded" times get filled in and the video is continuous again.  This is incredibly frustrating since it would seem my old doorbell was working just fine.

If this is indeed a problem with Nest's server side processing it would seem that I just bought a new doorbell - because I was told my old one wasn't working properly any more - 

[EmersonB]

Hey AlexaNest,

You may find it through the email that was sent to you by the support team. Do you mean that the new one is working right now? For us to know what happened to your conversation, kindly check your case ID through the email and let us know your update here.

Thanks,

Emerson

[AlexaNest]

There was no email, it was all done via chat, if I recall correctly.

As for the new doorbell, it's doing the same thing the old was.  It's saves video in pieces.  But after a while the blank sections fill in.  It's almost as if they are still processing on Google's servers or something.  Very weird.

[EmersonB]

Hello AlexaNest,

You may check your junk, spam or trash folders for your case ID. To confirm, have you tried resetting your Nest Doorbell to the factory default? 

To reset:

1. To remove your Nest Doorbell from its base, insert the release tool into the hole at the bottom of it. You can also use an unfolded paper clip or a thumbtack.

• Tip: Don't unscrew the wires attached to the back of your Nest Doorbell.

2. Hold down two buttons on your Nest Doorbell for about 10 seconds:

• Hold down the reset pin on the back (insert the release tool or paperclip into the hole near the top).
• At the same time, hold down the big doorbell button on the front.

3. Your Nest Doorbell will chime and its light ring will start spinning blue, then flash yellow, and then all the lights will turn off. This is the time that you need to release the two buttons.

4.The factory reset is complete when your Nest Doorbell chimes and the light ring starts slowly pulsing blue.

5. After the factory reset, your Nest Doorbell will appear as "Offline" in the app until you remove it.

6. To remove it from the app: open the app, then tap Settings  Remove device  Confirm.

7. If you're giving your Nest Doorbell to someone else, you're done. If you want to reconnect your Nest Doorbell to the app, simply go through camera setup in the app again.

Looking forward to your response.

Best,

Emerson

[AlexaNest]

Try this one: 9-7835000035481

Google told me the device was dying so resetting it didn't make much sense at the time.  My concern is that this problem is/was not with the actual device but rather in how google is processing uploaded video.  My new doorbell experiences the same problem.  Then after a while the gaps in the video history fill in.  So it appears I was told by google to buy a new $180 doorbell for no good reason.

[EmersonB]

Hey there,

Thanks for getting back to us. I've checked your case and found out that you've done a lot of troubleshooting steps. We understand that you've purchased a new Nest Doorbell and based on what you've mentioned, it looks like there's a delay on the event history as it was filled in after some time. Did you install it to the same position as your old Nest Doorbell? In case you have the battery type you might want to place it in a different location.

Regards,

Emerson

[AlexaNest]

It's in the same place.  And less than 10 feet from the router with no obstructions (other than the wall it's mounted on) in between.

[AlexaNest]

Hi, checking in to see if there were any updates.