Nest app will not play past clips

[Sonny486]

My Google Home (Public Preview) will not play past clips - Will stream live camera video, however when selecting any clip on any camera, get spin notification.

I have to force stop the app - then it works as expected, however the next time it does the same spin behavior.

This happens on WiFi or Mobile data.

[Sonny486]

https://photos.app.goo.gl/U9mgtiaZYt63eZoF6

[AlphaKai]

I have the same exact issue. I can't review any footage. I am able to see activity clips but not the whole 24/7 recordings.

Yes, I do have a Nest Aware Plus subscription. 

[Sonny486]

Yeah system is pretty useless to see any past activity at this point

Guess it's time to find a better system.  I know now never to invest in Google, they only support the products for a short period of time and drop the entire dev team in a few months.

[zoeuvre]

Hi folks, 

Uh-oh! I'm sorry to hear that you can't play past clips on your Nest app. Let me take a look at this for you. A few questions: 

• What type of Nest Camera do you have?
• Are you signed into the Nest app or Google Home app?
  • If so, are you signed into the right account?
  • Can you check the camera’s live feed?
• Do you have a Nest Aware subscription? If so, what type of Nest Aware subscription do you have?
• Is all of their history missing or just certain portions?
• How is the Wi-Fi connection in that part of the house?
• How is the internet connection in general? Do you have any issues with any devices going offline, slow downloads, too many people online at once, etc.?
• What is the make and model of your router/modem? How about any repeaters or extenders you have?
• Are able to check the router/modem’s firmware version? If so, what is the firmware version?

I'll look forward to your responses. 

Best,

Zoe

[Sonny486]

Google Home App - Version 3.14.1.5

Doesn't matter connection type: Can be WiFi - or Mobile.  App doesn't seem to download the clip. thus stays at spinning mode.

I have Google Nest Cameras Outdoor Battery and Google FloodLight Cameras and Google Doorbell cameras.  All exhibit the same behavior.

Live video works just fine, I just cannot seems to view any past events.  Sometimes past events will work, but only works about 10% of the time.

I have a nest aware subscription

The history is there, and I see the thumbnails for the history does show movement, however it does not load the video so I can view on the main view screen.

I cannot view the 24/7 video either

Network is fine, as I can also view live video on all devices. I am currently on AT&T fiber and am getting 2.5Gig up and down via speedtest.net

All modems are working properly.  This is not in infrastructure issue, this is a google issue, as i cannot see any past events even outside my own network.

[Sonny486]

Also, nest cam battery are all powered via power supply.  They are outdoor battery versions, but have the power supplies in all cameras.

[sicsacol]

Hey Everyone,

Sorry to hear you're having trouble playing your camera video history. Are you experiencing this issue with all your devices?

I suggest following the next troubleshooting steps:

• Make sure that your phone is connected to the same network as your cameras.
• Make sure that you use the most current version of the Home app on your phone. To check for available updates, visit the Apple App Store for iOS or the Google Play Store for Android devices.
• Check the internet connection speed of the modem or router, if you have many cameras, a high internet speed is needed, to learn more check this: Internet bandwidth and speed requirements for Nest cameras.
• try playing on another phone to see if the same issue occurs.

If you need further assistance, feel free to reply!

Cheers,

Jonathan

[Sonny486]

It doesn't matter what network it is on, as the app should be able to play clips even remotely on a mobile network.  So your statement that it should be on the same network is invalid from the get go.  Shows the lack on knowledge of what the app does and makes me think you have a script response.

Yes it is the most latest app available on the play app (as it is the home preview app only).

Internet is fine no matter what network it's connected to.

Same issue on other phones as well.  And this is a GOOGLE PIXEL 7 phone made by GOOGLE who OWNS NEST!

[sicsacol]

Hi Sonny486,

Thank you for the information provided, I'm sorry that you still have the same issue after performing the troubleshooting steps given.

Please fill out this form to provide more information about the problem and ensure that your subscription is applied correctly to your account.

Let me know once you are done.

Best,

Jonathan

[sicsacol]

Hi Sonny486,

We've received your form, a specialized team will contact you via email as soon as possible.

For further questions, you can reply to this post.

Best, 

Jonathan