New Battery Outdoor Nest Cam not following subscription?

[melika]

Background:  I have had nest cameras (old and new generations) for many years now at multiple properties and have never had any issues with my cameras following the subscription terms.  Example: 24/7 recording vs. events only, etc.    I also have the highest subscription on all my cameras to give 10 days 24/7 recording and 60 days events.

Issue:  I recently bough two outdoor cameras (battery version since you can only get 1st gen off market now) and I am noticing they are not following the subscription terms.  I first assumed it was because they were battery so it wouldn't record 24/7; however, I have them plugged into power all the time.  I do find documentation that says they should follow the Nest Aware subscription but these two cameras aren't.

Anyone else have this issue?

[MplsCustomer · Accepted solution]

@melika 

We've had a battery camera since Sept. 2021, plugged in with the optional power cable, and it's "Live" all the time and records 24/7 with our Nest Aware Plus subscription. Are your battery cameras in the same Google Nest "home/structure" as your subscription? Are they plugged in with one of the optional power cables? Some customers in this forum have reported problems when trying to power their battery cameras with the enclosed 1-meter charging cord. Does Settings | Battery show "Plugged in" with an infinity symbol? Are the power cables plugged in with the cord feeding towards the FRONT of the camera (as they should)? If you added your power cables AFTER installing your cameras, some customers have reported that under this circumstance, the camera may not correctly recognize that it is plugged in; some customers have had to remove their camera from the Google Home app and reinstall it to get it to recognize that it is plugged in.

[melika]

Yes it has infinity symbol so it recognizes it's plugged in.  Yes it is in the same home as my other cameras.  They were plugged in and booted before I added them to the app.   There are also no power saving optioned turned off that would limit recording.

[MplsCustomer]

@melika 

If you go to each of your cameras in the Google Home app and go to Settings | Video | Video History, is "60-day event and 10-day 24/7 video history" checked?

[melika]

Yes, it does.

[MplsCustomer]

@melika 

What happens when you try to view video history for your battery cameras in the Google Home app (https://support.google.com/googlenest/answer/10904254)? What happens if you select each of your cameras on the home.google.com website? You should see video history on the right (as shown here: https://www.googlenestcommunity.com/t5/Blog/Google-Home-Access-camera-history-and-download-clips-fro...)?

[melika]

It shows me history but only of events, not 24/7.

[MplsCustomer]

@melika 

You can't toggle between a  Timeline and a List of Events, by clicking on the icon shown below?  See the instructions.

[melika]

Yes I can. I have both timeline and event history views.

[ByronP]

Hi Melika,

Thank you for posting. I really appreciate the help, @MplsCustomer.

For further assistance on this concern, please fill out the contact us form so we can check the subscription tier and verify additional options.

Regards,

Byron

[melika]

I have filled this out a week ago and have not received a response yet.

[ByronP]

Hi Melika,

Thank you for posting. The above link is different from one previously provided in the past; you will need to select the correct sections to contact Tech Support directly via phone or chat for further assistance with your concern.

Regards,

Byron