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Nest doorbell does not playback record videos

novapants
Community Member

Hello,

 

My Google Nest doorbell does not play back any recorded videos. I will get a push notification that says person, or motion, and then when I go to the app to watch the recorded clip nothing plays. It is just a still image. The recorded clip shows the time and for video length, but it does not play.

 

How do I get the video to play to show me exactly what the person was doing in front of my door besides just a still picture of them?

 

Thank you

5 REPLIES 5

allibabu
Community Member

I have this same issue and have for quite some time. It completely defeats the purpose of having a camera in the first place. If it detects somebody live…. I click on it and get the black screen with endless spinning and then when they leave, it starts working correctly. Completely the opposite of what you want. It works fine until it sees something or somebody.

JoeSlobo
Community Member

Same issue for me - we had an attempted break-in this morning, doorbell alerted me to motion and showed me a still image of the person trying to open my front door - even just 15 minutes after the everything was over and Police had him in custody the app would not allow me to show video to the responding officers and it was less than 30 minutes after the initial notification 

ALl of these issues started once my Nest Aware 30 day trial expired.  Does this doorbell "require" a subscription to provide video?  I thought we had up to 3 hours before the video would be erased ? 

Slobo

Brad
Community Specialist
Community Specialist

Hi there, 

I understand how upsetting this may be, and I'm happy to assist you. It doesn't sound like you have an active Nest Aware subscription. Here is a great link on how Nest Aware works and how to subscribe. In addition, here is a link on how to manage your subscription. Please let me know.

 

Best regards,

Brad

janthadeus
Community Specialist
Community Specialist

Hey JoeSlobo,
 

Checking in — I just wanted to make sure if you’ve seen Brad’s response. Let us know if you need more help.

 

I appreciate the help, Brad.

 

Thanks,

JT

janthadeus
Community Specialist
Community Specialist

Hello 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. 
 

Best,

JT