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Nest camera stops recording every few days

brutallyZen
Community Member

A few days ago I posted that I was having issues with my Google Nest wired 2nd gen camera stopping recording events after a few days. Initially I thought it was a notification issue but it wasn’t even registering events, the camera would just stop acknowledging things even when I actively watched them happening - not only was there no notification, but the event never even showed up in my history. The only way to fix it was to remove and re-register the device every three days. 

I reached out to support and after some troubleshooting they decided to send me a new camera. I set it up Saturday and was getting regular events and notifications. As of this afternoon, the activity and notifications stopped, the exact same issue I’d been having with the last cam. Needless to say, I’m pretty upset. I can’t imagine I got two defective cameras. This seems like an issue greater than an individual camera. 

I just signed up for a Nest trial yesterday. I’m using an iPhone 13 to access the Home iOS app, software and app are up to date. Notifications are all turned on. Have had the same issue whether I set up zones or not. 

For some context, the camera is trained on a parking lot that does show quite a bit of activity during normal business hours. Is there a limit to the number of events it can keep track of? I’m going on vacation as of Tuesday and for the same reasons I got the camera I’m very concerned about it not working while I’m gone. 

10 REPLIES 10

EmptyNester
Gold Product Expert
Gold Product Expert

Hi BrutallyZen,  I'm an end user like you and I remember your original posting. I'm a pretty experienced user of the nest cams but I'm really scratching my head on this one.    Can you tell me what brand of WIFI router you are using?

Does your trial include the Nest Aware Plus subscription so that it records 24/7?  I have that an absolutely love it.  But in your case  it would be helpful to know if it is actually recording 24/7 or if the camera is going off-line for minutes or hours at time and that is why you are missing events?

 

Just the standard Comcast Xfinity WiFi router. The live stream still works each time this happens, so it’s connecting to WiFi consistently. Not having issues with other devices. I did just sign up for the Nest Aware trial and it consistently recorded events and kept them all, until this afternoon when it suddenly stopped registering the events. I suppose it’s possible that something with my home wifi is causing the issue, but I feel like that would interrupt the live streaming video more than just affecting how it records events.  

And in a new twist, while with the last camera all I had to do was delete the camera and link it again and notifications would start flowing as usual, doing the same thing appears to have no effect with this one. So I have no history at all. 

I did open a ticket with Google support and it’s being escalated, but right now I have a nice $100 paperweight. 

Wow,  this is really bizarre. From everything you said it is sounding more and more to me like this is a problem you you can't fix from your end and that it is actually something wrong on the Google Server side. The fact that 2 cameras have done this sounds like it is a problem in your user-profile.   If you speak to their tech support again you may want to politely ask that they escalate this up to the next level of tech support as this is not something that is a simple user error.  

The only other thing I can think to try is to start from scratch and create a new account and/or a new 'home' setup in the app and see if that resolves it.   But you have clearly jumped thru a lot of hoops to try and get this to work.

Please keep us posted on how this evolves.  

Last I spoke to them they were escalating it. They’re getting back to me within a day, they said. 

aatienza
Community Specialist
Community Specialist

Hey brutallyZen,

 

I'm dropping by to ensure that everything is covered here. I hope that sheds some light on the issue.
 

I appreciate the help, EmptyNester.

 

Thanks,

Archie

I’m still waiting on support to get back to me with an answer. I’ll update it if and when it I have one. 

aatienza
Community Specialist
Community Specialist

Hey brutallyZen,

 

Sounds like a plan — keep us posted.

 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey brutallyZen,

 

It's us again. How's it going? Do you still need our help?

 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey there,

 

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks,

Archie