No help. Camera’s not recording and keep going offline

[Kimwasuk]

I have complained about this issue several times. My cameras inside and out , not necessarily at same time keep going offline and neither are recording. Ive had issues with a break in so im very concerned. Especially when the alert comes on my phone that there is movement or sound, but then wont let me see what’s happening 

[Tmccormaxk]

I’m having this same issue 

[payettelionel]

My camera first connected to my wi-fi  and it worked for about two minutes.  Ever since then the camera says " camera offline".  it has been like that for days.  What do I do ?

[janthadeus]

Hi folks,

Thanks for visiting the Community. I’m sorry to hear that and for the delayed response. No worries, we’ll check this out. What are the status lights of your Nest cameras? What types of cameras do you have? How far are your cameras from the router? Do you have an Android or iPhone? When did the issue start? Also, are your cameras paired to a 2.4 GHz or 5 GHz WiFi frequency?

Looking forward to your response.

Thanks,

JT

[Tmccormaxk]

Status light is blue.  I have the nest doorbell wired. I have an apple iPhone. The doorbell is maybe 10 feet from the router.  The issue started about a month ago when I added meat aware which doesn’t appear to be working at all. And we have 5 GHz wifi. I also have best floodlight cameras that work fine. 

[janthadeus]

Hi folks,

Checking back in — how's it going with your Nest camera? Still need our help? 
 

Regards,

JT

[janthadeus]

Hi there,

I just wanted to jump in here to make sure that you saw my response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours. 
 

Best,

JT

[janthadeus]

Hi Tmccormaxk,

Thanks for the information and for getting back to us. No worries, we’ll sort this out. 

Here are some troubleshooting you can try:

1. Disconnect your Nest camera from power by unplugging the power adapter from the electrical outlet. Wait 10 seconds. Plug the power adapter back into an outlet. Your camera will restart.
2. Restart your modem or router, unplug it from the power outlet, wait for 1 to 2 minutes then plug it back in.
3. Move your Nest camera closer to the router within 3 to 5 feet.
4. Disconnect other devices connected to your WiFi.

Let me know how it goes.

Best,

JT

[aatienza]

Hey Tmccormaxk,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

Thanks,

Archie

[Tmccormaxk]

Yes.  I am still unable to view any recorded video.  I get notification of activity but can not view anything other than love video. 

[janthadeus]

Hey Tmccormaxk,

Oh, I see. Thanks for trying. To help us get a better picture of what's happening, do you mind sharing a photo?

Thanks,

JT

[Tmccormaxk]

Sure. What do you need a photo of?

[janthadeus]

Hey there, 

We’d appreciate it if you could send us a screenshot of your camera video recording preview that doesn't show.
 

Thanks,

JT

[Tmccormaxk]

What is the best way for me to send a screenshots 

[janthadeus]

Hi Tmccormaxk,

Checking back in should you still have further questions here. Let us know by replying to this thread.

Thanks,

JT

[janthadeus]

Hey there,

I just wanted to jump in here to make sure that you saw my response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.
 

Best,

JT

[Tmccormaxk]

I’m having a hard time pasting a screenshot from my phone 

[janthadeus]

Hi there,

You may copy and paste the screenshot from your phone to this thread. Keep me posted.

Regards,

JT

[Tmccormaxk]

Here is a screen shot  

[janthadeus]

Hey Tmccormaxk,

Thanks for sharing the screenshot with us! Did you get a chance to try the steps I shared earlier? If so, how did it go? In addition to this, have you checked your email receipt from Nest labs or Google Store if your Nest Aware subscription is attached to your Nest camera/cameras? There’s a possibility that your subscription was purchased in a different home structure that’s why it only shows still images or snap shots which is limited to 30 seconds. 
 

Here’s how to check if you have more than one home structure:

1. At the top left corner of your Nest app home screen, tap Menu .
2. Tap the home you want to switch to.
3. You’ll be taken back to the app home screen where you can find the Nest products you have in the home you’ve selected.

Let me know how it goes.

Best,

JT

[janthadeus]

Hi there,

It's me again. I want to make sure you're all good — how did the steps go?
 

Regards,

JT

[janthadeus]

Hey there,

I just wanted to jump in here to make sure that you saw my response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.
 

Best,

JT

[Tmccormaxk]

The steps did not work.  I’m still not able. And I was just charged for the meat aware app as well

[Brad]

@Tmccormaxk

What are your Wi-Fi speeds like? If your devices are disconnecting all the time, it is most likely due to some sort of interference, or your devices are too far from your connection. Have you checked any of those troubleshooting steps?

Best regards,

Brad

[Brad]

Hi there, 

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[Tmccormaxk]

Hello.  When I go into my neat app only one home has the services listed.  I still don’t understand why it is not saving any videos.   My router is less than 5 feet from the device and I have nest flood light cameras that work no problem.  My only problem seems to be the doorbell.  I have tried all of the options and help suggested and nothing works.  

[Brad]

@Tmccormaxk

Do you have an active Nest Aware subscription? You can learn how to subscribe here. 

Best regards,

Brad

[Tmccormaxk]

Yes I do. Which is why I’m not understanding why I have no video 

[Brad]

@Tmccormaxk

If your doorbell is still giving you problems, I would suggest you fill out this form, and a higher tier of support will reach out to you for next steps.

Best regards,

Brad

[EmersonB]

Hi folks,

@Tmccormaxk we got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.

I appreciate the help @Brad, @Jt and Archie.

Regards,
Emerson