cancel
Showing results for 
Search instead for 
Did you mean: 
Replies are disabled for this topic. Start a new one or visit our Help Center.

Nest aware doorbell not recording events

Christony
Community Member

I recently bought a bunch of Google home products, including a doorbell (battery), which I've plugged into my existing doorbell wires (I checked to make sure they have correct voltage). I also bought the nest aware 30-day subscription, so it would record events (not just clips). The problem I'm having is the doorbell camera isn't recording events. I'll see the still frame/clips of the event, but when I click on event no video shows up. Instead, a black screen that says "no events detected". Clearly there was an event, as I was the one who walked in front of the camera to check. I've set up zones, turned on the detection I want it to record and all that. The only time I've noticed it records is if the doorbell is pushed. So, I'm wondering what am I paying for. How do I fix this issue?

21 REPLIES 21

bucajack
Community Member

I'm having this issue too. Just installed a Nest Doorbell battery today. It recorded the first few events perfectly. Since then I've had 5 notifications of activities but I get the same message as you when I try to view the.lm. 

bucajack
Community Member

Just a quick update. I spent about an hour with the live chat support guys trying to figure this out today but they couldn't tell me what was wrong. I did a restart of my phone for an unrelated reason and coincidentally all the recordings show up now. Maybe try restarting your phone?

Unfortunately for me, this has been an ongoing problem for a couple weeks. I've restarted phone, restarted internet, disconnected and reconnected products. Nothing has worked for me. I will get the occasional recording, maybe ten in the last week. I wasted about an hour and a half with tech support a few days ago, they weren't much help for me either. Thanks for the update. 

Brad
Community Specialist
Community Specialist

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.

Christony
Community Member

Yes, I still need help. All of my problems continue to exist. I've checked everything from wifi point locations and their signals reaching everything, to resetting internet, to reinstalling everything. I've even tried talking with customer service, with no solutions. No clips will show up as recorded for the first 24 hours after the event, except ringing doorbell. Then only, maybe, 1 in 10 events will show a recording after that period. I get event notifications and can see the clip, but no recordings to go along with the clip. Still paying for a service I'm not able to access. Seriously thinking about returning all products and switching to another service altogether, since no one can help me. I'd rather not do that, please help me with a fix. 

 

bucajack
Community Member

Hi Brad.

No worries! The issue is kind of resolved but not fully. I think there is a funky bug or something that's causing the issue.

 

I noticed over the weekend that the recordings behave erratically. Right now all the missing recordings showed up in the timeline but some of them will randomly disappear. They'll be in the full history screen but when you click on them to play them back you get the no events detected message. Eventually they'll be there again. 

 

It's pretty random in terms of what recordings go missing and for how long. 

LostinNH
Community Member

I might be mistaken but I thought the doorbell was supposed to record a clip when an event occurs without a subscription.  All i get is a single frame of the event.  Do I need to pay 6.00 a month for one doorbell to record.  if thats the case i would be better off with a Wyze and their 14 second recording that is included.

Christony
Community Member

One week later...still no answers. Anyone have experience with any other services similar to Google home/nest? Preferably one that has decent customer service? 

Brad
Community Specialist
Community Specialist

Hey there,

 

I just wanted to jump in real fast and thank you for your feedback. Please feel free to submit your feedback to us. I've put instructions for feedback below.

  1. Open the Google Home app

Google Home app

  1. .
  2. At the top right, tap your account.
  3. Tap Feedback 

and then

  1. tap the type of device you'd like to submit feedback for.
  2. To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
  3. In the feedback summary, write a brief description of your issue.
  4. Be sure to check the box for Screenshot and System logs.
  5. To submit feedback, at the top right corner, tap Send 

 

If you need anything else, please let me know.

Best Regards,

Brad.

bucajack
Community Member

Hi Brad. This is a pretty stock answer and is not helpful in resolving this issue. I contacted support and they were completely unable to help me and said they had to escalate to a senior support specialist but I never heard back. 

 

Either there's an issue with the Home App or the camera communicating with Google's servers but it needs a resolution. There's absolutely no point in having events record that you can't see it won't see until hours later. It's also not helpful that sometimes the events can be viewed but then later disappear from your timeline. 

 

I would expect a company as big as Google could fix this very quickly. I'm starting to have battery issues with the battery draining weekly. At this rate I would never purchase another Nest product again after my experience with this doorbell. 

 

Brad
Community Specialist
Community Specialist

Hey folks.

 

I apologize that ya'll are still having these issues. I am simply a Moderator over these forums, so you will want to help each other our as best as you can, do your own research, and try troubleshooting steps that we have available in our Help Center. I will do my best to record the feedback provided, and in the meantime please check out this Troubleshooting Guide for issues viewing events, etc. Please let me know if you need further assistance.

 

Best Regards,

Brad. 

Christony
Community Member

As a moderator, do you not have a way to escalate the matter to someone who can help? Or does Google just expectit's community to solve their own problems? Even when every option has been exhausted, every troubleshooting solution has failed, and many users still have a problem? I've been researching this problem for over a week, with no progess. If we can't solve our own problem we are screwed? Your job, as a moderator, is only to close threads? Where's the escalation process? The solution(s) that google is supposed to provide with their products? This is ridiculous! So, find your own solution or pay for service and deal with it not working as advertised. That sound like a legal matter to me. 

 

Christony
Community Member

Looking through most of the other threads, on this site, I can see the same response to all issues, but rarely do I see a solution. I have sent feedback, several times. Contacted support, several times. I've taken screenshots of all interactions, so I have a record to look back on. I even talked with someone over the phone, only to not have the issue resolved. Since no one can help, I'm not going to continue to pay for something that doesn't work. I'll contact someone again tomorrow, but, this pretty much settles it. I'll be taking my business elsewhere.

LostinNH
Community Member

Just pushed the button on my new Wyze doorbell camera.  this thing is going to the landfill,  maybe i can sell it to some sucker on ebay for 20.00

Your comment is slightly confusing. Are you saying wyze doorbell is junk? Or Wyze is good and google doorbell is junk? Do I need to research Wyze? I was leaning toward Arlo. 

my experience with the google doorbell is very bad.  i have several wyze cameras anddoor lock and so far they have been exceptional.  Wyze will give you 14 second clips of every event with their doorbell for free.  i guess if i had alot to other google cameras it would be worth the 6.00 per month for 24/7 recording but with just the one unit it is a show stopper.  i thought it was included with the unit and not for just a trial.  

bucajack
Community Member

OP do you use a mesh WiFi system? That's what I use and last night I changed a setting for the doorbell that stops it roaming between the mesh devices and keeps it connected to just one of them. 

 

So far all of the events that were recorded this morning are showing up. This is the first time I've seen all events showing so going to keep an eye on it over the next few days and report back. 

I do. I use Google home for everything, ATM. I have 5 points. I'll have to look to see if I can figure out how you did that in the settings. 

Do you know what setting you changed? Did it have to do with network mode or dhcp ip reservations? 

I actually use a TP Link Deco mesh system and in their app you can just click on a device and switch off mesh roaming. Not sure if the Google mesh system has something similar though.

Brad
Community Specialist
Community Specialist

Hey Folks.

 

At this time, 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.