Nest Hello occasional "No events detected" despite being on Aware Plus

[dankirsh]

My front door Nest Hello started doing this about 4 weeks ago and Google has been unable to help me so far. It will occasionally say "No events detected" and be missing between a few seconds and many minutes of recording. My backdoor Nest Hello works fine and never gives this message. 

It worked flawlessly for 2 years before this. I am on the Nest Aware Plus subscription, so it should be recording continuously. Changing wifi networks does not seem to fix it and I have a very good wifi signal at the doorbell. I have found no solution so far.

[Dickie]

This happens to mine too, sporadically. Can't be bothered contacting Google, I know they'll try and blame my wifi signal. My wifi signal is fine.

Mine started happening as soon as the new subscription service kicked in. 

[dankirsh]

I think mine started around then too, but my other Nest Hello continues to work fine. I’m trying a replacement Nest Hello, but it has not yet arrived so I don’t know if that will fix the problem or not yet. 

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I definitely understand how frustrating your situation must be, and I wanted to make sure that your concern was acknowledged. Were you able to successfully get a replacement device? If you haven't started the process, you can first fill out this form and then Support will reach out to you!

Best Regards, 

Brad.

[dankirsh]

Hi Brad,

Yes, it took some convincing of the Google support team since they did not feel the device was the issue, and the chat support was extremely challenging to communicate with, but ultimately I received my new device. The new device fixed the problem immediately, showing that it was in fact an issue with the old Nest Hello.

[Brad]

Hey Folks.

I am relieved to hear that the replacement you received fixed the issue for you! As this issue is resolved, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.