No event history video

[Jromero9ball]

Until I upgraded to the new subscription nest aware everything worked great. Since then I have tried everything to get the event history to play videos instead of just a still picture. The fact you could watch previous event videos is the reason why we have these and now it doesn’t work. I have updated to app, deleted and reprogrammed the cameras and still nothing. I am paying for something that is not working. Please help me fix this issue

[MplsCustomer]

@Jromero9ball 

It's not clear exactly what's happening in your situation--what subscription level you have, what was working before and what's not working now--but here are a few suggestions from a fellow Google Nest customer.

A Nest Aware subscription applies to all the cameras in the same Google Nest "home" / "structure".

You can check your subscription here: https://store.google.com/subscriptions?hl=en-US

In the Google Nest App and in the Google Home app, you can select Settings | Nest Aware to see what kind of subscription you have. In the Google Nest app you can also select Settings for any of your cameras and select Nest Aware to see the status of Nest Aware for that camera; in the Google Home app select Settings for the camera and select Video.

This "What you get with a Nest Aware subscription" page on Google Nest Help includes a contact link for 24/7 access to Nest Aware Experts under "Nest Aware Premier Care" if you live in the United States:

https://support.google.com/googlenest/answer/9233159?hl=en

There is also this "Nest Aware basics" page:

https://support.google.com/googlenest/answer/9546397?hl=en

[Jromero9ball]

I have nest aware plus.  Now that I renewed my service it has stopped event history to play as a video, it simply shows a picture of the beginning of the event. All cameras are in the same “home” and nothing changed other than the subscription 

[MplsCustomer]

@Jromero9ball 

That almost seems like what would happen if your subscription were inactive.  If your subscription shows as active under Subscription Management (https://store.google.com/subscriptions?hl=en-US) and in the Google Nest App and/or the Google Home app, try contacting "Nest Aware Premier Care" if you live in the United States: https://support.google.com/googlenest/answer/9233159?hl=en

If you're outside the U.S., contact Google Nest Support at:

https://support.google.com/googlenest/gethelp

[aatienza]

Hey there,

I'm dropping by to ensure that everything is covered here. I hope that sheds some light on the issue.
 

I appreciate the help, MplsCustomer.

Thanks,

Archie

[janthadeus]

Hi folks,

Thanks for your help here, MplsCustomer and Archie.

I want to check if you still need help. Don't hesitate to reach back if you do.

Thanks,

JT

[janthadeus]

Hi Jromero9ball,

We haven't heard any updates from you. I'll go ahead and lock this thread in 24 hours. If you happen to have the same concern feel free to reach us out here or start a new thread.
 

Best,

JT