No events detected on one phone and not the other

[JB5]

We have a Nesr Doorbell (battery) and we get all the notifications correctly, but when going to review the video clip, my android will say No Event Detected but my husband's iPhone will show the clip fine. I know it's recorded because the thumbnail will play, and sometimes it will let me watch the clip and then say nothing was detected when I try to play it again minutes later. I'm ready to return the whole thing. What's the issue?

[Seraface]

I'm having the same issue with mine. I just got this set up yesterday and had a party today so I have a slew of events in the history that are previewing in thumbnail but once I try to view the actual clip there's a small chance it actually shows but 90% of the time it just says "No events detected". Even if a clip manages to play once, it is gone when I try to view it again from the history list even a minute later. Does anyone have any idea what's going on?

[JB5]

I actually ended up on the phone with Google Care a few nights ago and after an hour and a half they had to send this up the chain to engineering because they couldn't figure it out. I'm now waiting for them to call me back with more info. I think something they're doing is working because I've started to see some videos again, but it's not fixed yet. I suggest calling - I can give you my ticket number if you want to reference. It may be helpful to them to have more than one reproduction of the bug.

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Please let me know if you need further assistance. 

Best Regards, 

Brad.

[JB5]

My issue still occurs, though it is happening slightly less, but I have yet to hear back from Google Engineering about a fix for it. 

I have only a few days left of my Nest Aware trial and without this being fixed entirely, there is no point to paying for the subscription. The doorbell is nothing more than a regular doorbell otherwise.

[Seraface]

I'm also still having the issue. I've called and opened a case with their level 2 so hopefully it'll be resolved in the next few days

[wrightdotclick]

Just began having this issue today. We have events from prior to 3pm EST that all show, but events after 3pm do not. They show in the "Full history" but, when clicked, display "No events detected." Here is a video showing the issue: https://photos.app.goo.gl/ZRagepFW64cwCR1j6

[JB5]

Here are the steps they got back to me with (none of them so far have fixed it):

Please try this troubleshooting steps:

- Test moving the camera close to the router and see if the issue continues. It doesn't need to be a permanent move, but we would want to at least test it. 

- Test pairing the camera to both the 2.4GHz and 5GHz network, if both are casting out (to see if one works but not the other). 

- Make sure there are no VPNs enabled on the viewing device. If a VPN is turned on, please turn it off and see if the issue continues.  

- If you have extenders, power off or disable any extenders (so that it only pairs directly to the router). Then see if the issue continues

- If you have any special internet filtering settings/devices, parental controls, MAC address filtering, etc. on your network, please try disabling them and see if the issue continues. 

- I see they have two accounts, so do make sure both accounts were tested. I see both devices were, so I assume that means both accounts were (but just want to be sure). 

- Test with the viewing device connected on cell data and on Wi-Fi (to see if one works but not the other). 

- Test with any Zones disabled and see if the issue continues. Again, it does not have to be left like this, but we would want to at least test it out. 

So far, I get the best chance of seeing my clip if I got into the Home all, choose the doorbell, connect to the live view and then try to review my full history. NOT by clicking on the actual notifications and then choosing the clip. But that doesn't work everytime either.

[Seraface]

I went through all of those except for the disabling zones before contacting them, I'll try the zone thing later today and update. Thanks JB5!

-As a secondary update, I've noticed after I opened the ticket that the recordings do seem to be more responsive now. I'm not sure if that's just coincidence or not. It's more like a 75/25 split seeing/not seeing instead of a 10/90 split seeing/not seeing

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue.

Please let me know if you need further assistance. 

Best Regards,

Brad.

[Brad]

Hey Folks.

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.