Notification preview not showing person

[jroll8481]

Recently upgraded to the new Nest Wired Doorbell and everything has been great except one annoyance. 

When a person is on my porch and triggers the notification, the preview in my notification is always an empty porch. The reason is that the preview goes back to the beginning of the recording, instead of showing the actual moment that triggers the recording. Hopefully this is something that can be fixed on the software end but is Google even aware if it?

[janthadeus]

Hi jroll8481,
 

I’m sorry for the delayed response here. Let’s sort this out — do you have an active Nest Aware subscription?

Thanks,

JT

[jroll8481]

Yes I have an active subscription.

[aatienza]

Hey jroll8481,

Thanks for getting back to us. Is this happening when you first install your camera? Are there any Activity Zones set up for the camera? Are there other family members who can access the camera? Do they receive the same notification? Let's try to turn off and on all the notification settings in the Google Home app.

1. Open the Google Home app.
2. Tap Settings and then Notifications.
3. Select General notifications.
4. Turn any notifications on or off.

Thanks,

Archie

[jroll8481]

It has been happening every since I switched from the nest Hello to the 2nd gen wired.
Yes I have an activity zone set up and yes I have one other user who gets the same notifications and is experiencing the same issue. I have also spoken with other users of this device that run into the exact same issue. I have seen in online forums, many others complaining of what I know to be this exact same issue but arent aware of the reason why their notification shows a blank porch. I have followed the steps suggested above and tested, this did not fix the issue.

Just my two cents, but I do not believe the issue is on my end. This is a software issue with the device that has so far not been addressed. I have nest cameras throughout my property and this is the only camera where this is happening. 

[janthadeus]

Hey folks,

Thanks for trying to troubleshoot your camera notification. Let’s get this sorted — a few questions: do you have an Android or iPhone? Is there a pending software update? Is there enough memory on your phone storage? Also, is the Do Not Disturb setting off and the Background app refresh on in your phone settings? 

Going over the steps here might help:

1. Restart your Nest camera. 
   • Plug the camera into a power source.
   • Locate the reset button at the back of the camera.
   • Press and hold for 5 seconds.
   • Your camera will restart, and the status light will be steady, solid white.
2. Restart your modem or router, unplug it from the power outlet for 1 to 2 minutes. Then, plug it back in.
3. For Android devices, go to System settings > Sounds and notification > App notifications > Nest or Google Home and follow the configuration below.
   • Block all is disabled.
   • Allow peeking is enabled.
4. For iOS devices, go to Settings > Notifications > Nest or Google Home and follow the configuration below.
   • Allow notifications is enabled.
   • You may disable any or all notification options.
5. Restart your phone. Turn it off for 60 seconds. Then, turn it back on.

Let me know how it goes.

Thanks for the help here, Archie.

Regards,

JT

[janthadeus]

Hi there,

It's me again. I want to make sure you're all good — did those steps work?

Best,

JT

[janthadeus]

Hey there,

Just checking in 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 regards,

JT