Only a Pic, no video

[Mb8a]

I have the Nest Hello Doorbell and when we get an alert, it only shows a pic, it does not show video history. I thought it might have been a subscription issue so we upgraded to the 10 day history, but that was a bust. We upgraded again to the 30 day history and still no video history, only pics of events. This is very frustrating….

[Christy99x]

I have been experiencing this issue for over a week.  The notifications no longer show a preview of the recording and when you click on the device to view, the video never loads.  This has rendered my cameras and doorbell completely useless.

In viewing prior posts about this, it is apparently an ongoing issue with no resolution.

I have restarted my phone, the devices, the WiFi, etc.  I gave details of this issue in a review for the Google Home app and the developers responded with tips to correct the problem and none of them worked.

Given the amount of money paid for these devices, I expect them to work properly.  This is unacceptable.

[aatienza]

Hey folks,

@Mb8a I’m sorry you’re having trouble with this. No worries, we'll check this out. When did it start happening? What phone are you using (Android, iOS)? Also, On your Notification settings, uncheck all that's chosen and reselect them. Keep me posted.

@Christy99x I understand how important this is for you. Have you contacted our support team about this? If so, do you have the case ID from your interaction with them so I can take a closer look?

Thanks,

Archie

[Christy99x]

Archie,

This started happening about two weeks ago. I have a Samsung S22 Ultra (Android).

I have done the following:

Unchecked and rechecked all notification settings, uninstalled and reinstalled the Google Home app, restarted my phone and restarted all cameras.

I gave a review on the Google Store detailing how I can no longer view the recordings on my camera in the Google Home app as well as the notification previews.  The developer team responded and provided a list of tasks for me to try and fix it, all of which did not work.  I replied back to them letting them know this and have not received a response.  There was no case number for this interaction.

In researching this forum, this is apparently a known issue with no known fix as I see many users experiencing the same problem.  These posts continue to be closed down despite users saying they are still experiencing issues.

This is unacceptable. These cameras and doorbell I have purchased are currently useless to me.

[DKDaniels]

Same here I’m changing over to blink and throwing this in the trash. Very bad customer support as in none. I’ve changed settings reinstalled the app. Really useless. Telling all friends and family to stay away. I bought blink for my RV and it’s flawless. 
DK

[janthadeus]

Hi folks,
 

Thanks for your help here, Archie.

DKDaniels, we're sad to see you go. We hope we can make it up to you in the future. We're always here to help if you ever change your mind.
 

Best regards,

JT

[Mb8a]

Archie,

I have iOS on my phone. I have unchecked the notifications and reselected them, but all I see is a pic of the announcement. You get a notification for motion, but when all you get is a pic, it is worthless. 

This started from the initial installation of the product last month. We switched from the Arlo doorbell because the picture quality wasn’t as good as our previous Nest doorbell camera. The previous Nest worked perfectly and that was in 2019 - 2020, what happened in a year that you are now selling paper weights? Are all Nest doorbells experiencing the same problem? If this is a small percentage of doorbells experiencing this issue, I will return it, but if it’s all Nest cameras, I will go back to the Arlo with it’s subpar camera and notifications. This is not a rhetorical question, I really do want to know because it will define my next steps. Will I get a refund for yearly license since the 30 days of backups are for pics and not video?

[aatienza]

Hey folks,

This is not the experience we'd like you to have. To confirm — have you tried using a different phone to see if it happens the same? Also, were you able to try resetting the camera to its default settings? Check out this link for additional help.

Thanks,

Archie

[Christy99x]

Archie,

Thank you for your reply.  I have checked and all other family members (iPhone and Android) are not having issues with notification video previews and/or video playback for the cameras.  It is only me.

[aatienza]

Hey Christy99x,

Understood. Did you make any changes to your phone settings? Check if there's any available OS update on your phone. Also, try to clear the cache, then force close the Google Home app to see if that helps.

Thanks,

Archie

[Christy99x]

Hi Archie,

My OS is up to date as well as all apps. I cleared the data and cache in the Google Home app, the camera app and the Messages app.  I then did a Force Stop on all of these apps. I am still unable to view any events from all three cameras and notifications still are not showing any type of preview at all. I have not changed any settings.

[aatienza]

Hey Christy99x,

Thanks for trying those steps. Could you try signing out your account in the Google Home app, then sign back in? If that doesn't work, check if the Google Home app has permissions to use the phone's location. Also, try using your mobile data to isolate the issue.

Thanks,

Archie

[Christy99x]

Archie,

I signed out of the Google Home app and back in again, I also deleted and reinstalled the Google Home app and I also checked the permissions and Location is allowed.  I also turned off Wi-Fi to use mobile data.  I rebooted my phone each time I made these changes and I still cannot view any video history and I am not still not able to see a video preview in the notifications.

[aatienza]

Hey Christy99x,

Got it. Could you tell us the OS version of your phone? Also, what's the Google Home app are you using? To check this, open the Google Home app > Touch and hold your device's tile > Tap Settings > Device information. Keep us posted.

Thanks,

Archie

[Christy99x]

Archie,

Android v 12

Google Home v 2.56.1.11

[aatienza]

Hey Christy99x,

Thanks for the information. Could you fill out this form and let us know once you're done?

Thanks,

Archie

[Christy99x]

Archie,

I completed the form.

[aatienza]

Hey Christy99x,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Please keep your lines open as they may reach out to you anytime soon. 

@Mb8a 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

[Mb8a]

I’m on PTO, I will fill it out next week,

Regards

Mario

[aatienza]

Hey folks,

@Christy99x Understood. Our team is still reviewing your case. They'll reach out to you once they have an update. Thanks for your patience.

@Mb8a Sounds like a plan. Keep us posted.

Thanks,

Archie

[aatienza]

Hey folks,

@Mb8a It's us again. Were you able to fill out the form?

Thanks,

Archie

[aatienza]

Hey folks,

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

[Christy99x]

Yes, I still require help. I have had no resolution on this matter and no contact from anyone regarding the form I filled out.  My cameras are still useless to me.

[aatienza]

Hey Christy99x,

We know this has taken some time — we haven't forgotten about your case. Our team is on top of this and we'll get back to you as soon as we have an update.
 

Thanks,

Archie

[janthadeus]

Hi there,

Please keep an eye on your email as someone from our team will reach out to you to assist you further. We'll leave this topic open for another 24 hrs in case there are any follow up questions or comments Please let me know if you need further assistance.

Best regards,

JT

[Christy99x]

I received an email on Monday about the form I completed.  They asked me to reboot my phone and that was it.  I replied with details regarding everything I had attempted to fix this and relayed just how many users are experiencing this problem and have yet to receive a reply.

[janthadeus]

Hey there,

Thanks for the information. Sounds like a plan! Keep us posted. 

Thanks,

JT

[janthadeus]

Hi there,

It looks like we can consider one complete. Keep an eye on your email as someone from our team will reach out to you to assist you further. We'll leave this topic open for another 24 hrs in case there are any follow up questions or comments Please let me know if you need further assistance.

Cheers,

JT

[Christy99x]

This issue is unresolved still.  I was told yesterday to reach out to Samsung for resolution.....

[janthadeus]

Hi there,

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

Regards,

JT

[Christy99x]

Yes, I have received no help and the issue persists.

[janthadeus]

Hey there,

We're sorry to hear that. I appreciate you for giving us an update here. Let's have a better look — could you provide the case id of your interaction with our support team so I can have it reviewed?

Best,

JT

[Christy99x]

JT,

I do not have that number.

[janthadeus]

Hey there,

Our team has identified the issue with your Samsung phone as other devices are working well with your Nest doorbell. Give your device manufacturer a call to address the issue with your phone. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.

Best regards,

JT

[janthadeus]

Hi folks,

Thanks for your help here, Archie.

@Mb8a, we haven't received your form. Were you able to fill it out? Do you still need help?

Regards,

JT

[Christy99x]

Archie,

I have received no contact regarding the form I submitted.

[Christy99x]

This is absolutely terrible customer service.

[janthadeus]

Hi Christy99x,

Our team is currently working on your case. Rest assured we're on top of this and you'll hear from us once we get a word.

Best,

JT 

[janthadeus]

Hey Christy99x,
 

Thanks for getting back to us. Sounds like a plan! Keep us posted.

Best,

JT