Nest cams not recording/saving video

[Dan111]

Our new nest cameras do not save video. We do have a subscription, and the older, pre-google cameras save video. However the 3 newer cameras seem to save it only for a few hours. I don’t see any options within the app to change settings to save video, nor any link to a subscription. 

I agree with previous posts that Nest was much better, easier to use with a more intuitive user friendly interface, before Google messed it up. 

[Hoosier]

I just renewed my subscription and suddenly all my video history is gone and it is no longer recording videos and I am only getting a couple of hours of still shots.  Doesn’t say much for a company like Google that’s supposed to be cutting edge, easy to use technology.  We are away from home and depend on the doorbells and cameras for security and to check on caretakers.  Help please.  We are frantic. 

[EmptyNester]

Hi Hoosier,  I'm an end user like you and have been using Nest cams for many years.  To the best of my understanding if you let your subscription run on then all the video history is gone forever. Even if you renew it your history will not come back.    

That being said, you said you renewed it.  You can confirm this by going into the app on your phone and go into the SETTING and select the NEST AWARE option.  It will tell you if you have NEST AWARE (event recording) of NEST AWARE PLUS (24/7 recording).   I have also heard some people say it can take a day for the Nest Aware subscription to kick in and become active although I don't know this for sure.

[Brad]

Hi there,

Just checking in to see how the conversation is going, as there's been a lapse in activity on this thread. Please let us know if you need further assistance. Thank you for your help on this thread, @EmptyNester! 

Best regards,
Brad

[Hoosier]

I have confirmed that I do have a subscription.  It’s been 10 days since I renewed.  And Brad, I don’t mean to be disrespectful, but do you assist at all?   Reading other threads, it seems like you jump on to close out a thread saying because of inactivity, you assume the problem has been solved.  I spent 2 hours on the phone with a google assistant.  A very sweet person but not very knowledgable and she gave me incorrect information.   And Empty Nester , I appreciate you trying to assist, but it looks like you cut and paste the same answer in every thread concerning this issue.   And it appears that this is an issue with Google Nest apps and Google Home.  I am so sorry I purchased google products. I am a very competent technical person, so it’s very frustrating to deal with associates who do not know what they’re talking about and I have to assist them.  If Brad or Empty Nester have any other suggestions, I’m open and ready to try anything.  I’m so frustrated right now, I’m ready to put google down the road and eat my investment and start over with a different company.  I should have done my research to determine if Google had good technical support for their products.  

[MplsCustomer]

@Hoosier 

I'm just another customer. On the "What you get with a Nest Aware subscription" page below, there is a "Contact us" link under "Nest Aware Premier Care" that says you can "Get 24/7 access to Nest Aware Experts on the Nest Customer Care team. They’re available to answer questions, help you access features, and manage your subscription." Perhaps this "Premier Care" link will connect you with someone more knowledgeable than the person you talked to for 2 hours.

https://support.google.com/googlenest/answer/9233159?hl=en

I can think of only one reason your Nest Aware subscription is not working (aside from a system error on Google Nest's computers), and that would be if the subscription were mistakenly applied to a Google Nest "home" different from the one containing your cameras. The "home" for your subscription should show if you go to this Subscription Management page below and click on your subscription. And if you are in your "home" in the Google Home app or Google Nest app, the subscription should show for that "home" when you go to Settings | Nest Aware.

https://store.google.com/subscriptions?hl=en-US

If everything is good on your end, then "Nest Aware Premier Care" should fix the problem on their end.

[janthadeus]

Hi everyone,

I just wanted to jump in real fast to see if you saw MplsCustomer's reply and to see if you still needed some help on this or if you were able to get it sorted out. If you are still needing some help, just let us know and we'll be happy to continue helping.

Thanks for your help here, EmptyNester, Brad and MplsCustomer.

Regards,

JT

[janthadeus]

Hi there,

Checking back in should you still have further questions here. Let us know by replying to this thread.

Thanks,

JT

[Hoosier]

• Thanks for the follow up everyone.  I have decided to purchase a different brand of cameras and doorbells.  I was finally able to get everything back on line, but now my nest app is on the fritz and closing after only a few seconds each time I try to view.  It’s crazy that google requires me to use 2 different apps to view history for “old” cameras and “new” cameras.  Close the thread please.  Stick a fork in me because I’m done.  

[EmptyNester]

Your decision is understandable (Sorry Google).  Be sure to check out the new EUFY 3 line of cameras that was just released last week.  The feature set is fantastic and the phone app is extremely well designed.  

[MplsCustomer]

@Hoosier 

Clearly, your Google Nest app should NOT close when you try to view one of your cameras. It seems you're totally exasperated, and having to use 2 apps IS crazy, but maybe it's worth deleting and reinstalling your Google Nest app to see if that corrects the problem before you give up entirely.

[EmptyNester]

@MplsCustomer MplsCustomer, Hello.  I have to admit I'm thinking about jumping ship as well.  The updates to the Google Home app might to little to late for me.   Also,  The lack of better cameras (IE 2K and 4K Res) is becoming a problem.  And the idea that Google won't sell replacement parts may be an issue for me going forward as well.

My question is have you check out the new Eufy 3 line of cams?  Any thoughts on them?  

[MplsCustomer]

@EmptyNester 

I am aware of Eufy cameras, but I really don't want to replace all of our cameras, doorbells, Nest Hubs, and Nest Mini. I would just like ALL our Google Nest devices to work in the SAME app with a decent user interface and be accessible on the SAME website, also with a decent user interface.

[Brad]

Hey there,

We’re always looking for ways to improve, and appreciate your feedback. You can send it at any time using your devices by saying, "Hey Google, send feedback," or by following the steps found here. 

Best regards,
Brad

[Brad]

Hi there, 

Just checking in to see how the conversation is going. Thank you again for providing your feedback to us. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad