Nest doorbell lost all event history.

[NFKDevil]

No event history in app. No events recorded but was there recently. Only just noticed when wanted to check a time of a delivery. Tried to launch troubleshooter but keeps failing

[EmersonB]

Hello NFKDevil

Thanks for reaching out here in the Community. To know more about this issue, I’d like to confirm, do you have a Nest Aware? Which Nest Camera do you have? Let us know your update here.

Regards,

Emerson

[NFKDevil]

Hi Emerson, I have a battery nest doorbell and a nest aware subscription, which should give me 30 da... Thanks 

[zoeuvre]

Hi there, 

Gotcha. Does the app show a “The video isn’t available” message? If not, follow these steps (you may skip the step you already did): 

1. Check your Nest Aware to see if it is still active. Sometimes your subscription gets canceled for reasons that you aren’t aware of.
2. Find out if someone deleted the video history. Check if you can't find a video history before a certain time but get video recording from the time it stopped onward. This scenario means that someone deleted the video history, and it's gone forever.
3. Check if you are signed into the right account.
4. Check if the issue occurs on the Nest and/or Google Home app or the web app. If you experiences the issue on your Nest or Google Home app, try the web app and check if the issue persists. Log into your account at https://goo.gle/2qjvVSU.
5. Check if the issue occurs with other devices. If you have another family member that’s added to your home structure, ask them to test if the issue occurs on your other family members’ Nest or Google Home app.
6. Check if the issue occurs with your other family members’ accounts. If possible, check the recorded video history on another device and see if the issue persists. If the issue occurs on another device, proceed to the next step.
7. Turn the doorbell off and on again. Turn the doorbell off in the Nest app or Home app, wait about 30 seconds, and then turn the doorbell back on again.

Let us know how it goes. 

I appreciate your help, Emerson. 

Best,

Zoe

[NFKDevil]

Hi Emerson, I am the only one with access. My nest aware subscription is active, yet there is no history before 17th October, each day it states ‘No event recorded’ .

I do appreciate your time, thank you

[EmersonB]

Hey folks,

@NFKDevil, we appreciate you getting back to us. To further isolate this issue, did you just subscribe to Nest Aware? How many home structures do you have? Were there any recent power or Wi-Fi outages in your area? Also, were you able to check the steps shared above?

Looking forward to your response.

Your response is very much appreciated, Zoe.

Thanks,

Emerson