Nest Yale Doorbell won’t play events

Fpont
Community Member

Hello again, my doorbell is logging events but when I try to play them on my iPhones they stay frozen at the original thumbnail and will not play. 

11 REPLIES 11

thesagerage
Community Member

Same issue for me on Android. I thought the last two updates would fix it, but still no good. 

janthadeus
Community Specialist
Community Specialist

Hi folks,

 

Thanks for visiting the Community. I'm sorry to hear that and for the delayed response here. Let's figure this out. When did the issue start? Do you have the Nest Hello doorbell (wired) or the Nest Doorbell (battery)? Are you accessing it on the Nest app or Google Home app? Also, do you have an active Nest Aware subscription?

 

Looking forward to your response.

 

Thanks,

JT

Fpont
Community Member

Hi JT,

I bought the Nest Hello doorbell (wired) in July and the issue began happening in early August. I have both the Nest app and google app installed and the issue is appearing on both. I do not have a Nest aware subscription. 

janthadeus
Community Specialist
Community Specialist

Hi Fpont,

 

Got it, thanks for sharing that. If you don’t have a Nest Aware subscription, the Nest app displays snapshots of activity spotted by your camera over the last few hours. It's only good for viewing but you can't access the actual footage. If you like to access your video recording you may check and sign up for the Nest Aware.

 

Regards,

JT

Hi JT, different poster here but same issue. I have the Nest Doorbell (Battery) and Nest Aware, but still can't view video from notifications on my Pixel 5. The recorded footage also doesn't load, I can only get the first frame. I've tried to remove and add back the doorbell to my home network, and still no luck.

Brad
Community Specialist
Community Specialist

@Fpont

 

You would first get a trial, yes. If that ends, and you do not sign up for Nest Aware in time, you lose any of the trial footage you had. If you sign up during your period or before it ends, then you keep all of that footage. You can learn more about Nest Aware here

 

@thesagerage

 

What are your internet speeds like? If you do not have a strong wifi connection, things are going to load slower. But the new 2021 Nest Cameras show you a preview thumbnail first, so I am wondering if that is what you are seeing?

 

Best regards,

Brad

thesagerage
Community Member

Thanks for the quick response, @Brad. My wifi is very strong and fast throughout the house, there is a Nest mesh access point near where the doorbell is and speeds are 763 down / 141 up. I see the thumbnail preview, but when I click into the video, I get a constant spinning loading wheel and the video never advances past the first frame. I don't get previews in my notifications like I used to either.

Brad
Community Specialist
Community Specialist

@thesagerage

 

It looks like you have a great connection! Thank you for sharing that information. It seems like this could be more related to the app itself, having trouble connecting to the Nest Aware to pull the video. I'd like to ask you to send in this feedback if you can, on the app. I am not quite sure we have a solution for this quite yet. Thank you for your patience! 

 

Best regards,

Brad

Fpont
Community Member

I was under the impression that with the new Hello Doorbell, even if I did not purchase the paid subscription, there would be limited video viewing capability.  I’m assuming that there was a trial period?

Brad
Community Specialist
Community Specialist

Hi there,

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

Best regard,
Brad

Brad
Community Specialist
Community Specialist

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