Nest camera notifications not showing video preview

[ascernas]

I started noticing after recent Google home update. The short video preview notificatons in iOS is showing frezzibg image instead of a moving thumbnail of the alert (movement)

Any ideas why? 

[ByronP · Accepted solution]

Hi ascernas,

Thank you for reaching out to the community. I understand that since the recent Google Home app update, the short video preview notification on your iOS phone is no longer showing the video for an event, but only still images. I'm here to help you.

For better assistance, please respond to the following questions:

• Were there any changes to the Wi-Fi network?
• Do you use email or push notifications?
• Are there other family members who can access the camera? Do they receive any preview notifications?
• Has the camera been moved recently?
• Are there any Activity Zones set up for the camera?
• Is your iOS phone up to date?
• Do you have a Nest Aware Subscription? If so, what is the subscription type?

Please keep me posted on your findings.

Regards,

Byron

[ascernas]

Hi @ByronP 

It’s specifically the video preview notification. It used to be a short video preview of the incident (motion) but now the video preview does shows up but when you try to watch it loops like a steady image looping. I cannot identify what generated the notification

also, could you explain why now the cameras does not keep updating their self even with the app closed? I started noticing every time we go to the camera section, it shows “last live” instead of loading right away current view 

[ByronP]

Hi ascernas,

Thank you for your reply. I appreciate all the detailed information.

Based on your answers, please try the following recommendations:

• Ensure that push notifications are enabled in the Google Home app.
• Change the type of activity or the Activity Zone which you receive notifications.
• Confirm that both the "Do not disturb" and "Airplane mode" features aren't enabled on your device.
• Additionally, verify that the "When to send" settings are configured as follows:

1. For the Google Home app, check if Away-only notifications is disabled.

In the mean time, please respond to these additional questions:

• What type of Nest Camera do you have? (Here is a helpful article to identify the type of Nest Camera).
• When did you turn on notifications?
• When did you notice this situation?
• Is this happen for all your Nest Cameras or just for one only Nest Camera?
• Have you created Activity Zones for your Nest Cameras? If so, are Alerts enabled for the Activity Zone?

Please keep me posted on your findings.

Regards,

Byron