Video Not Available Yet; Check Back Later (need those videos for restraining order)

[Jesster88]

I have outdoor nest cams (battery) and many of the videos give me the error message “video not available yet; check back later”.  It turns out that two of these videos are very important in order for me to get a restraining order on someone who is harassing my family.  I have called support and they gave me things to try, but alas, it does not work.  Is there any way I can get Google/Nest to retrieve these videos for me on the cloud or something?  This is so frustrating.  What is the point of having this system if it doesn’t do the job for which it intended?  

I know this is not a new issue (and in fact it is even more infuriating that it seems to have been an issue for at least a year or two).  Has anyone had success in retrieving their footage?  

[EmersonB]

Hello Jesster88,

Thanks for reaching out here in the Community. To know more about this issue, I’d like to confirm, do you have a Nest Aware subscription? What is your speed test from where the Nest Camera is placed? In case you're using an iPhone, have you tried checking it with your Android device? Please share your case ID here so that we can take a closer look at what happened.

Regards,

Emerson

[Jesster88]

Hi Emerson - thanks for responding.  Yes, I have Nest Aware. I do have an iPhone and iPad (both have the same issue); I don’t have an android device to try it with.  

I am afraid I have given up as Google support told me they cannot help.  I repeatedly have this error message; most of my recordings are not retrievable. I am having a professional, high-end home security system installed tomorrow  as I cannot afford to miss any more footage.  I don’t know what the nest google cameras plus nest aware subscription is for given it doesn’t record and play back videos.  Super disappointed in google and cannot get away fast enough

[EmersonB]

Hi Jesster88,

Thanks for your update. Are your mobile phone and Nest Cameras connected to the 2.4GHz or 5GHz? Were you able to see other past videos saved on the event history? Try reinstalling your Google Home app and restart your Nest Cameras and Wi-Fi router.

To restart:

1. Plug the camera into a power source.
2. Locate the reset button on the back of the camera.
   
   
   
   Tip: The reset button on the Nest Cam (battery) is located on the back of the camera head.
3. Press and hold for 5 seconds.
4. Your camera will restart, and the status light will be steady, solid white.

Best,

Emerson