Nest Hello on iPhone not always recognizing person or package

[cmas]

My Nest Hello often doesn't seem to always recognize when a person is seen and/or a package is delivered. For example, I had a package delivered today where the delivery person can be seen walking up to the steps and then leaving the package on the front porch. The package is clearly visible to the camera (and it is obviously a package). I received no notification, and when I checked the camera log it just said "motion"--it did not recognize that person had approached or that a package had been left. (I have my notifications set for people and packages in all zones.) I get notifications of people walking by on the sidewalk, so why didn't the camera recognize this person walking up to the house? 

[JayCee003]

This has been going on for well over a month. They don't have answers. 

Re: Delayed notification someone at the front door.

[cmas]

Thank you for pointing me to this thread. We have also been experiencing delayed notifications. I think my above issue is slightly different, however. In this case, the camera doesn't seem to be recognizing that a person approached or that a package was dropped off (the log just says "motion," which is why we weren't notified). I should probably clarify above. Thanks!

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Please let me know if you need further assistance. 

Best Regards, 

Brad.

[cmas]

I need further assistance. The issue has not been addressed.

[cmas]

@Brad This issue still has not been addressed.

[Brad]

Hey folks.

Thank you for your patience. Have you verified that your settings are set to notify you when a person approaches the door? Have you tried to Restart or even Factory Reset the Nest Hello? I would give a restart a try first. This could just be a simple issue that could be fixed with a restart. Learn how here. 

Best Regards,

Brad.

[slellis]

I'm having a similar problem.  Several days ago, my cameras stopped recognizing when a person approached and stopped giving me notifications.  Twice I've had packages delivered but there is no video of it, nor did I receive any notification.  With the number of porch pirates, it does me no good to pay for a service that isn't working properly.  I spent over three hours on the phone today with Support and the problem is not fixed.  I can view the videos on my laptop and my iPad but not my iPhone where it is most needed. 

The support person had me remove the app and then add it back; it didn't help.  Next was to remove the cameras and then add then back; it didn't help.  I gone through the settings multiple times to make sure it is set for notifications for people, sounds, etc.  It's worked fine up until a few days ago.  The problem seems to be with the app itself, not my cameras. 

Very frustrated.