Unable to view nest camera events, live works fine

[Drwg]

I'm currently unable to view previous events on any of my nest cameras, indoor outdoor, doorbells. Live works fine. The screen just shows the spinning disk. This has worked fine for multiple years with no recent changes.

Any ideas?

Wayne

[TheRockford]

Same issue. 
spent an hour with support. No resolution. 

[ByronP]

Hi TheRockford,

Thank you for posting in the community. I'm sorry that you are unable to view the video event history for all your Nest Indoor, Outdoor Cameras, and Nest Doorbell. I understand how frustrating this can be. I'm here to help.

Before I begin. I need to ask some questions for further assistance:

• Are you signed into the Nest app or Google Home app?
• If so, are you signed into the right account?
• When did the Nest camera stop working?
• Did anything change in the home or with the camera around that time?
• Do you have a Nest Aware subscription?
• If so, what type of Nest Aware subscription do you have?
• Is all of their history missing or just certain portions?
• How is the Wi-Fi connection in that part of the house?

Please keep me posted. I'll look forward to your response.

Regards,

Byron

[TheRockford]

I have both the best app and Google home. 

I subscribe to the 90 day plan

Wi-Fi is good. Never had any issues. 

history is available on www. Only. 

re installed app. Twice. 

yes, I’m signed into the correct account. I can view the live feed only in Google home. 

this issue occurred around 6 weeks ago. 

spent an hour on the phone with Google. 
they had no idea why it was happening. 

Cameras on the Google home app are not on the best app. 

[ByronP]

Hi TheRockford,

Thank you for your response. 

1. Based on your answers, please do the following:

• Check if any member of the account might have deleted the video history. Check if you can't find a video history before a certain time but get video recording from the time it stopped onward. 
• If the most recent deletion of history occurred before the missing portion of history, then video deletion isn't the root cause of the situation.

      2.  Depending on the Nest subscription, you get a certain time of the video history:

      3.  If you have a subscription to Nest Aware 2nd Gen, the following rules also apply:

• Without Nest Aware, customers can get up to 3 hours of event video history.
• With Nest Aware, customers can get up to 30 days of event video history.
• With Nest Aware Plus, customers can get up to 60 days of event video history and up to 10 days of 24/7 video history.

     4.  If you have a subscription to Nest Aware 1st Gen: 

• Check if they have 5, 10, or 30-day video history. With 5-day video history, the videos older than 5 days get deleted automatically. The same rules apply for the 10- and 30-day video history subscriptions.

Make sure that the subscription is applied to the camera you want to access the recording from.

Please keep me posted.

Regards,

Byron

[Hycynthia]

Sane issue

[ByronP]

Hi Hycynthia,

Thank you for posting. Help's here.

Could you please answer the above questions previously posted?

Let me know if you still need assistance.

Regards,

Byron

[Kimmmm]

Sane or insane issue? Sorry i had to comment because when i saw your typo i thought mmmm these cameras have actually driven me insane for over 2 years now with no help from Google whatsoever. 

[ByronP]

Hi Kimmmm,

Thank you for posting in the community. I'm sorry that you're still having troubles with your Nest cameras. I understand how frustrating this can be. Let's work together for a solution.

Could you please tell me more about this situation and answer the previous questions?

Keep me posted; I'll look forward to your response.

Regards,

Byron

[Drwg]

Bizarrely mine is now working with no changes.

[ByronP]

Hi Drwg,

Thank you for posting in the community. I'm glad that it's working now.

Let me know if you have any further questions.

Regards,

Byron

[Drwg]

Unfortunately it has stopped again. Strange as it works via home.google.com albeit slowly.

[Drwg]

Reinstalled the Google Home app, and now appears to be working at the moment.

[Sammh717]

Same exact issue. I can view event history from the home.google.com website but not from the google home app. Wifi is fine. I can view live view from the app just fine. I have reset the router and the doorbell multiple times. Sounds like there are more people experiencing this with no solution.

[Sammh717]

I have also uninstalled and reinstalled the google home app.

[ByronP]

Hi Sammh717,

Thank you for posting in the community. I'm sorry that you're encountering troubles with the event history on the Google Home app. I really appreciate your effort to troubleshoot the situation so far. I'm here to help.

Also, I just want to confirm the following information:

• Are you trying to use another device to test it?
• Please try to turn off the Nest cameras. Wait about 30 seconds, and then turn the Nest cameras back on.

Keep me posted. I look forward to your response.

Regards,

Byron

[Sammh717]

Hey Byron,

Yeah I've basically went through what everyone said in here. Reinstall app, try from a different device, reset router, turn off camera, turn back on, etc. Everything works just fine on the Google home app except for viewing the recorded events. What's weird is I can view the events if I use home.google.com. I've talked to a couple different Google techs and now they have escalated to their engineering team so we will see.

[ByronP]

Hi Sammh717,

Thank you for posting. I really appreciate the update about this situation.

When you get a chance. Can you please provide the case ID so we can follow up for further assistance?

Keep me posted.

Regards,

Byron

[Sammh717]

2-2791000037359

[ByronP]

Hi Sammh717,

Thank you for your post. I really appreciate the information provided.

Don't hesitate to reach out to us with any further questions.

Regards,

Byron

[Sammh717]

Thanks Byron!

[Sammh717]

Looks like this is it? I was told it was just a pixel 9 issue and nothing more. I haven't heard anything back from Google support for a few days now. Is this just something with no solution? Is there a fix in the works? Do I need to return the doorbell? I'm just confused. 

[ByronP]

Hi Sammh717,

Thank you for your response and updates regarding this situation. I really appreciate the patience on this.

I highly recommend waiting for the response from the Google Support team, as they're still working on your concern. I understand the importance of this matter, but don't worry; the dedicated team is already aware of it.

Please keep an eye on your email for any further instructions.

Regards,

Byron

[Sammh717]

Hey Byron, 

Is it normal to not hear anything back for three weeks? If the issue isn't resolvable, I'd like to return the camera and doorbell in place of something I can actually use. I'm afraid that I'm going to be past the point of being able to return the devices once I finally hear something back. I really just want these to work as it is a far better system than any other camera and doorbell solution but I have just been left in the dark. Any help or guidance would be greatly appreciated!

[ByronP]

Hi Sammh717,

Thank you for your response. I understand this situation has been ongoing for quite some time, and I apologize for the inconvenience it has caused so far. We've shared this information with our team but don't have any updates to share right now. Please make sure that your device and the Google Home app are up to date.

Keep an eye on your email and community for any further updates.

Regards,

Byron