Nest hello video playback not working

[Jamesluk]

Just installed a nest hello wired 

setup went fine and works as a doorbell with the nest app. I can view live video, and it keeps an event history of this and other motion, BUT I can’t seem to view videos in the event history. It’s just a freeze frame. 

tried IOS, android, web, all the same problem. 

Any ideas?

[MplsCustomer]

@Jamesluk 

Did you enroll in the 30-day free Nest Aware trial subscription (https://support.google.com/googlenest/answer/9248198?), or purchase a "Nest Aware" or "Nest Aware Plus" subscription?

Without a subscription, for the older Google Nest Hello Doorbell, you only have access to snapshots for the most recent 3 hours.

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

[Jamesluk]

Yes I’m enrolled in the free 30 day trial 

and even stuff from within the last 3 hours I can’t play the video, it’s just a freeze frame 

[MplsCustomer]

@Jamesluk 

If you go here: https://store.google.com/subscriptions

Does it show your 30-day trial Nest Aware subscription?

If you go to your doorbell in the Google Nest app and go to Settings | Nest Aware, does it show your 30-day trial Nest Aware subscription?

[EmptyNester]

Hi Janesluk,  is it possible to try another phone (like from a family member or friend) as a trouble shooting step to see if you get the same behavior?   Make sure you use the came login/password to get in.

[Jamesluk]

Really really odd, woke up this morning and all my event history is gone and the options in event history look different. 

tried again pressing doorbell, and voila it’s working fine now. 

really really weird, hopefully it stays this way. 

can I confirm, even without nest plus, you should still be able to watch videos from the past 3 hours right? As once the trial runs out I don’t want to pay for it. 

[MplsCustomer]

@Jamesluk 

This Google Nest Help topic lists what you get with and without a subscription, for each camera and doorbell:

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

[Jenelyn_O]

Hi everyone,

Thanks for reaching out. I just want to check if you managed to visit the link provided above. Please let us know if you still have questions or concerns, as we'll be willing to assist you further. 

I appreciate the help, @EmptyNester and @MplsCustomer.

Best,

Jenelyn

[EmersonB]

Hey folks, 

@Jamesluk, we wanted to follow up and see if you are still in need of any help. Please let us know if you are still having any concerns or questions from here, as we would be happy to take a closer look and assist you further.

I appreciate the help, MplsCustomer and Jenelyn.
 
Thanks,
Emerson