Nest doorbell (battery) doesn't record but does have life feed

[amusingthalia]

We had a mishap with our first doorbell that resulted in a broken lens.  Since we received the new one it will show you live but it isn't recording or sending notifications.  I have reset it, deleted it, uninstalled and reinstalled the app and it still won't record, but it will show live video, how does this get fixed?

[MplsCustomer]

@amusingthalia 

Have you configured recording and notifications for the various events for which you wish to have recorded and receive notifications?

https://support.google.com/googlenest/answer/9210305

Do you have a Nest Aware or Nest Aware Plus subscription? Here's what you get with and without a subscription:

https://support.google.com/googlenest/answer/9681538

[amusingthalia]

The settings show that notifications are turned on and I do have a Nest Aware subscription.  When we first connected everything we had no issues, it's only since replacing the doorbell that we are not getting recordings or notifications.

[MplsCustomer]

@amusingthalia 

Is your doorbell in the same Google Nest "home/structure" as your Nest Aware subscription? Do you have notifications turned on for the Google Home app on your phone? Can you see recordings for events that occurred within the most recent 3 hours, as you should even without a subscription?

Perhaps you need to contact Support again.

[amusingthalia]

My doorbell is in the same Google Nest home/structure as my subscription.  I have zero notifications from today and there has been someone through the front door multiple times today.  They are picked up on the garage camera, but not the doorbell.  

[MplsCustomer]

@amusingthalia 

We've had Google Nest Hello doorbells for 4 years, but I'm out of suggestions as to why you have no video history (not even for the most recent 3 hours) at all and no notifications.

If you go to your doorbell in the Google Home app and go to Settings | Video, what does it say under Video History?  (Does it show your Nest Aware subscription?) Under Wakeup Sensitivity? Under Maximum Event Length?

If you got to Settings | Events | Seen Events, is there at least one notification turned on?

[zoeuvre]

Hi folks,

@amusingthalia, thanks for reaching out to us. I hope you've already gotten the answer you are looking for. Please let us know if you still have questions or concerns, as we'll be willing to assist you more.
 

I appreciate your help, @MplsCustomer. 

Best,

Zoe 

[EdmondB]

Hey everyone,

@Aud_Pegooey, i’m sorry to hear you’re having trouble with this. No worries; we'll check this out. Just to check: Do you have an active Nest Aware subscription? Is your Nest aware on the same home structure? Have you tried doing a factory reset on your Nest doorbell? 

Here is a link on how to restart or factory reset a Nest camera or doorbell.

I look forward to your response.

Best,

Edmond

[Aud_Pegooey]

Yes, to all of them.

[Aud_Pegooey]

Wired newer version, but we are experiencing the same issue.

[amusingthalia]

I reached out to support and it's now been escalated twice and still pending.  

[EdmondB]

Hello folks,

@amusingthalia, I’m sorry for the trouble this has caused you, let me help you out. Can you please share your case ID so that we can check if there is any update on your case?

Regards,
Edmond

[amusingthalia]

7-7612000035198

[EdmondB]

Hello everyone, 

@amusingthalia, thanks for the case ID. I just checked the case ID and someone from our support sent you an email and wants to clarify the issue on what the device is doing and not doing. 

@Aud_Pegooey, thanks for the information. Please fill out this form with all the needed information. Let me know once you’re done.

Best,
Edmond

[EmersonB]

Hey folks,

@Aud_Pegooey, we haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help.

I appreciate the help, MplsCustomer and Edmond.

Thanks,

Emerson

[amusingthalia]

I've been communicating with support since 09/18/2023 and it feels like it's now stalled.  Last email was 10/13/2023 saying they would get back to me and now radio silence.