Video history is not available

[Kookaburra]

I  recently bought the new Google Nest 2nd Gen Camera.  I get a notification that the camera detected person or motion, but when I click on history to view the video, I get this message -  "This video isn't available yet. Check back later." I contacted support three times today, and all they can suggest is to factory reset or restart camera. I literally did everything I can - yes the internet is solid. This is by far the worst experience I have had with any product. 

[MplsCustomer]

@Kookaburra 

I'm just another customer, but my guess is that this problem is on Google Nest's servers and not on your camera.  If you search this forum for "This video isn't available yet", you'll find posts from other customers on this.

On these two threads, the problem eventually resolved itself without the customer doing anything:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Doorbell-video-not-available-check...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Doorbell-video-not-available-check...

On the other threads, no resolution is posted, and several were just locked with no solution indicated.

[EmersonB]

Hi everyone,
 

@Kookaburra Thanks for reaching out — let’s see what’s going on with your camera. 

To confirm, is all of your history missing or just certain portions? Have you tried to check the history on a different mobile device?

Give these steps a try:

• Try restarting your Wifi network, then check if you can play the history. 
• Restart your mobile device.
• Force close the Google Home App.

Keep me posted.

@MplsCustomer Thanks for the information.

Thanks,

Emerson

[Kookaburra]

Please see my response in a separate comment. 

[EmersonB]

Hello Kookaburra,

I know the feeling when you have this kind of issue. Let's check our options. To confirm, do you have a Nest Aware subscription? How far of the history are you trying to check?

Try these steps:

• Reinstall your Google Home App.
• Check if you have a manual schedule setup.
• Check the battery percentage of your Nest camera.

Looking forward to your response.

Regards,
Emerson

[Kookaburra]

YES, I do have the Nest Aware Subscription and none of the history is working. 

I did try all the steps and as I said, it’s something off with Google’s servers to download videos or perhaps there is some intermediary server that uploads in batches. 

Stop asking to reinstall, this is the worst troubleshooting method, when I have already factory reset 100 times. So much time wasted. It’s wired no battery, so it’s always on. 

Don’t bother posting if you going to keep asking these repeated things. As I said I already tested with the troubleshooter which has given me the thumbs up. 

[EmersonB]

Hi  Kookaburra,

Thanks for trying — we'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

Best,
Emerson

[Kookaburra]

Hey, I already had three chats with the support who could do nothing less than asking for permission to see the camera and then asking to factory reset. I already had a dedicated so-called “senior engineer” who asked me to file a feedback with the system logs which I did. I am not going to waste more time filling yet another form because I know your support is incompetent. 

[EmersonB]

Hello Kookaburra,

I'm sorry to hear about the inconvenience that you're having now. Can you please post here your case ID. The case ID that you got after filling out the form. Let me know if you have any additional questions from here.

Regards,
Emerson

[EmersonB]

Hey Kookaburra,

We haven't received your form. I wanted to follow up and see if you still need assistance? Let me know if you have additional questions.

Thanks,
Emerson

[Kookaburra]

This is the case id -

Case ID [6-1315000032819]

[janthadeus]

Hey folks,

Kookaburra, I’m sorry for the delayed response here. I've reviewed the case you shared and our higher level of support has sent you an email. Should you have further questions and concerns feel free to reply to the email that was sent by our team.

Bouncingkitty, I can understand how you feel about this. Can you tell me more about what’s happening with your Nest camera? 

I appreciate the help here, MplsCustomer and Emerson.

Thanks,

JT

[Kookaburra]

Your higher level of support told me to file a feedback. If you want to know more, please read thru this thread as well as the filed report as nothing has changed - the history is still borked. 

[hlcares]

How do you get to chat with support, or get them on the phone?  I have issues with my camera display after I upgraded my Verizon wi-fi network.

[MplsCustomer]

@hlcares 

Start with this link to contact Support:

https://support.google.com/googlenest/gethelp

[Kookaburra]

Thanks for the comments. Unfortunately, I can’t help to think that the support is hopeless. 

I raised a case about this fault and was promised to get a response from their senior team. I had told them I tried the Nest Cam Troubleshooter and everything I can to ensure everything is working from my end and yet three days later, I got an email from their so-called senior team to try the same troubleshooter and raise feedback if it’s still broken. I did both already and that’s why I had raised the feedback since everything is borked. 

Yes, I tried all those steps that are listed including the factory resets. I am 100% certain it’s the issues with your server, yet no one in your team can verify this.

Sometimes some portions of the videos are missing, but most of the time all of the videos are missing. The videos started showing up on my second day - like everyone posted no changes were made. But from third day videos were no longer available. I had one or two videos show up sometimes but this was a rare occurrence. 

Sorry to say this, but your support is proving to be useless, and I do not know how to raise a fault for a refund as this is half working and clearly violates the Consumer Guarantees Act in NZ/ AUS. 

[Bouncingkitty · Accepted solution]

Google is doing everything in its power to drive us a competitor. It's almost like they've decided they're done with smart home devices and instead of shutting it all down, they are purposefully frustrating us to the point we just give up and move on. 

[Jill_]

My family just bought, not one but TWO, Nest Cams a week ago. Set up seemed easy enough but when we go to view any history even in the last 3 minutes of someone dancing in front of the camera we aren't able to view it! We don't have a Nest Aware Subscription and may not even bother to get one if we can't even view history from the past few minutes. What a waste of money.