Video history

[ScottyDH]

Up until the last 2 weeks our service has been working fine. Recently we have not been able to view any video history using the Google home app. We don't have a nest aware subscription, however, when we started up our service it advised that we would be able to see up to 3 hours of events history even if we didn't have a nest aware subscription.  Has something changed? Can anyone help?

[MplsCustomer]

@ScottyDH 

Typically, you get a 30-day free trial Nest Aware subscription with a new camera. Without a Nest Aware subscription, you get free EVENT video history on the new cameras for events occurring within the most recent 3 hours; if there are just 2 recorded events in the last 3 hours, that's all you get. You do NOT get 3 hours worth of event history. (Many customers in this forum have commented on the misleading wording.)

This help page has the details (including the misleading "Up to 3 hours of event video history"):

https://support.google.com/googlenest/answer/9681538?hl=en

(I'm just another Google Nest customer.)

[projee]

I'm having the same issue. I've had a nest camera for more than 6 years at our vacation home and would receive email alerts if motion or sound detected on the property. When i click on the email, I can now only see a LIVE video and not able to access any other history (we have always been able to go back 10 days!!). I'm not sure if my settings need to be reset? Any assistance is much appreciated.

[MplsCustomer]

@projee 

Is your Nest Aware Subscription active? You can check it here: https://store.google.com/subscriptions?hl=en-US. You can also check it by going to Settings | Nest Aware in either the Google Nest app or Google Home app.

[projee]

i have not had an additional subscription in the past. Is this now a requirement in order to view the alerts? I just noticed I no longer can access video's on my smart phone either...(only getting screen shots for the last 3 hours. 

[MplsCustomer]

@projee 

This help page has the details of what you get with and without a subscription:

https://support.google.com/googlenest/answer/9681538?hl=en

[aatienza]

Hey folks,

Checking in — we hope you've got the answer you're looking for. Let us know if you have more questions in mind.
 

I appreciate the help, MplsCustomer.

Thanks,

Archie

[aatienza]

Hey there, 

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

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad

[projee]

Hi Brad: I realize i need to purchase a subscription for Nest Aware...i attempted to go thru the steps to purchase , i have the serial # and the 6 digit code on the back of the camera...i cannot seem to get to the proper site to purchase a subscription. i tried to reset my Nest password but it's not recognizing my email address and i'm not getting a reset email....very frustrating.....

[Brad]

@projee

Sorry to hear you ran into a snag while attempting to subscribe to Nest Aware. Is the email address the same as the main Gmail account that your devices are connected too? It has to be the same email and password. You can learn how to subscribe to Nest Aware here. 

Best regards,

Brad

[janthadeus]

Hey folks,

I just wanted to jump in real fast to see if you saw Brad's reply and to see if you still needed some help on this or if you were able to get it sorted out. If you are still needing some help, just let us know and we'll be happy to continue helping.

I appreciate the help here, MplsCustomer, Archie and Brad.

Thanks,

JT

[janthadeus]

Hi there,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Best,

JT