Not getting playback videos on the Google home app

[Laurafedorko]

We can see footage if we look at it live, but the playback footage in our Google home app isn’t working. Can you please get help? 

[B0SSH0SS]

Same issue here.  It started a couple of weeks ago!!

[Kimmmm]

Mine did this all day Friday and Saturday last week then came good on it's own. However yours may not I'm no expert although i have owned 12 cameras for over 2 years.. After 2 plus years of constant issues nothing surprises me with the home app or battery cameras. I hope all goes well for you and you find a fix

[CKNairb]

This happens to me all the time. A week does not go by where I'm not able to view video history even though I'm a yearly subscription to The nest aware

[gmelanymelissa]

Hi there!

Thanks for posting here in the community. I'm sorry to hear you are unable to view the video history on the Google Home app. I'm happy to help!

To better understand the situation, I'd like to ask a few questions:

• What type of Nest Aware subscription do you have?
• What troubleshooting steps have you tried so far?
• What type of Nest cameras do you have?
• Is all of their history missing or just certain portions?
• How far is the Wi-Fi router from the Nest cameras?
• How is the Wi-Fi connection in that part of the house?

In the meantime, let's check a few things:

• Check Internet Connection: Ensure that your Nest cameras have a strong Wi-Fi signal.
• Restart your Nest cameras: This keeps all your settings, and it should reconnect to the same Wi-Fi network. Refer to this article to Restart your Nest Camera. Depending on the model you have.
• Verify Account and Structure: Double-check that you're signed into the correct Google account and that your Nest cameras are assigned to the correct structure in the Google Home app.

Keep me posted.

Best regards,

Melany

[gmelanymelissa]

Hey there!

I would like to know If you're encountering the same inconvenience, I'd appreciate your help in gathering more information to find a solution.

• Do you get any error messages?
• Do you see events detected in your camera history?
• What behavior are you seeing in the app?
  • Is the video clip not loading?
  • Does it freeze during playback, etc.?
• Are you able to view video history on home.google.com?

Keep me posted.

Regards,

Melany