Nest camera cuts off recordings

[Dbaxfan]

We have three wired nest cams to help keep an eye on my elderly grandmother. Lots of the recordings say they are several minutes long but when we play them they only play for about 20-30 seconds.  Several video clips every day say they aren't ready yet even though they were recorded hours ago. We are paying for the subscription so the videos save for a month and even when we go back to these videos days later they are still shorter than the time indication or say they aren't ready yet.

I've tried playing with the settings and we've tried them in different locations of the home but they still have the same issues.

[EmptyNester · Accepted solution]

Hello, I'm an end user like you.  Hmmmmm, is this a new problem that just started recently?

I would try this first:

Make sure you are on the newest version of the GOOGLE HOME app.  I'm not sure  how to check it on an Android but if you are on an iPhone go to the App Store. Then click on your picture icon in the upper right corner.  Scroll down until you see the GOOGLE HOME app and see if is shows an update is available and if it is do it.

Next I would suggest you sign up for the PREVIEW update for this app as Google has released a number of good updates that are only available in this PREVIEW.  I have been using it for months without any issues.  To do this go into the GOOGLE HOME app and in the lower right corner click on the gear SETTINGS.  Scroll down until you see PUBLIC PREVIEW and request that it be activated.

One more thing I would consider.  I know it is more money but rather than having the basic NEST AWARE subscription you may want pay the extra amount to get the NEST AWARE PLUS.  This way it records EVERYTHING 24/7.  This is useful before the basic subscription only record when it sees motion.  It can either fail to activate or it cuts off the start and/or end of the event which can be important for what you are trying to sell. (This happens on just about ever camera on the market that only does event recording).  If you do this be sure you have no limits on your internet as this will be uploading video to the cloud 24/7.   You can always try it for one month and see how you like it.

Let me know if any of this helps.

[Dbaxfan]

I understand how a lot of cameras cut off a few seconds at the end or beginning of movement but these cameras record 7 seconds of the door opening and someone starting to enter and then they stop and don't record the whole time the person is in the room.  It seems like the basic function of the camera is to record movement, if it's not doing that, why should I pay for a more expensive subscription?

[EmptyNester]

Hmmmm,  I'm out of ideas.   I'm going to try and escalate this so you can speak with someone from Google on this.   If they are able to solve it please return here and let us know what the solution was.

[Lance_L]

Hey everyone,

@Dbaxfan, thanks for reaching out to the Community. I’m sorry to hear that you’re having issues viewing the Nest camera’s history. Let’s check it out.

A few questions: what model of indoor Nest camera do you have? Are you using the Google Home app or the Nest app? Have you tried checking the video history on a different device? Also, does this happen on WiFi and mobile data?

If you have the cameras in the Nest app, check if the same issue happens on the website.

1. Go to https://goo.gle/2qjvVSU and sign in.
2. Select the camera with the recorded video you want to check.

Keep me posted.

I appreciate the help, EmptyNester.

All the best,

Lance

[Dbaxfan]

The cameras are wired nest indoor models. We have tried accessing video with up-to-date Google home apps installed on two different Android phones running different Android versions on both Wi-Fi (two separate Wi-Fi systems) and mobile data.

It seems to just randomly not want to show some videos and says they are not available yet, hours or days after they recorded. And a lot of times it records the first few seconds of a person entering a room and then doesn't record anymore despite the fact that the person was in the room for several minutes in plain view of the camera.

[Lance_L]

Hi Dbaxfan,

I appreciate your follow-up information. The team would like to learn more about this behavior. I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

Regards,

Lance

[Lance_L]

Hey Dbaxfan,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Cheers,

Lance