Nest outdoor cam history scrolling broken

[Jordan1007]

I have a wired nest cam outdoor and a nest cam floodlight, as well as a nest cam indoor. Until today, when I went to go review each camera’s full history from the app, I could scroll through the feed and it would update in real time - meaning as I scrolled through, I could see different people coming/going throughout the day, different events happening, etc which would let me go through and search for something that may have happened. At some point in the last day or two, the app stopped allowing that - now when I try to scroll through history, I either get a frozen screen for a few seconds until it updates, or an image like what’s shown in the link below. What happened here? This was an extremely useful part of these cameras - without it, if the camera misses an event, it’s virtually impossible to go back through the feed to find it unless you have the exact time stamp. 

I’m assuming this must be an app bug, because when I try the same thing in the legacy nest app (my indoor cam is a legacy cam), the scrolling history feature works just fine. Anyone have any ideas? If this is permanent, i’m going to be making a permanent switch. 

https://imgur.com/a/5gBdq51 

[JillG · Accepted solution]

Hi everyone.

This issue has been escalated but I have a few questions and some troubleshooting-

Can you reply if you are on iOS or Android? Which OS version? 

Are you viewing from Google Home app or via web?

If you leave public preview in the Google Home app, do you still have this issue?

Double check if you got the latest Google Home app for those of you on iOS. It's currently rolling out but you can download it from the app store. The build is 3.30.102 fyi

If you could reply with answers to these I can send them over to the Google team-

Thank you all!

Jill 

[Sflk]

I requested a refund from Google for the period when the scrubbing feature didn’t work, they agreed to one month refund within 14 days. 14 days passed and no refund? Contacted Google and was told refund was issued and that I should contact my bank. My bank confirmed no refund was issued, the bank advised me to open a dispute, so I did. Google then emailed me to say the refund will be processed in by 48hrs. Later today I decided to check my cameras only to find Google had cancelled my subscription?

[DanPH77]

Did you get the refund?

[Sflk]

Yes. I have been refunded for two months, The first refund for the scrubbing problem and the second refund because Google accidentally cancelled my subscription (lost all my previous video history) 🤬

[DanPH77]

Ok, I am going to see if I can do the same.

[Sflk]

Good luck Dan, Don’t forget to send Google the link to this community page, it helps prove there was an issue with their App and many users had problems.

[DanPH77]

seems like i am having to go through alot of hassle to get it. been on the chat/phone for an hour now

[DanPH77]

not even sure if that fully understand either despite linking this

[DanPH77]

I was on chat/phone for about 2 hours and could only get $25 store credit. They wouldnt do a credit of $15 back to the credit card on file.

[Sflk]

It was hassle for me too. Was also offered a store voucher for £20.

[DanPH77]

yea not really worth it. would have been easier to just dispute the credit on the card lol