Video not loading

[pb3d]

Video is not loading. Even after a day or two. 

[pb3d · Accepted solution]

Is this a copy and paste that you guys do all the time or you guys really trying to fix something?

[mdr2]

I am experiencing this as well. But for me it is intermittent.  

[ByronP]

Hi Folks,

Thank you for reaching out to the community. I see you’re experiencing a situation where the video isn’t loading, which is sometimes intermittent or occurs even after a day or two. Help’s here.

To assist you better, please answer the following questions:

• What model of Nest camera or doorbell do you have? (Here is a helpful article to identify the type of Nest Camera or Doorbell).
• Are you getting any error messages?
• How far is the camera or doorbell from the router?
• What Wi-Fi frequency band do you try to connect to (2.4 GHz or 5 GHz)?
• Are you able to check the camera’s live feed?
• Which application do you use to manage your Nest devices, the Google Home app or the Nest app?
• Do you have a Google Home Premium subscription? If so, what type is it?

Please keep me posted on your findings.

Regards,

Byron

[pb3d · Accepted solution]

Is this a copy and paste that you guys do all the time or you guys really trying to fix something?

[ByronP]

Hi pb3d,

Thank you for your reply and your insights. I'll do my best to help you out with this situation.

Please kindly answer the previous questions provided so I can assist you better.

Let me know what you find out.

Regards,

Byron

[pb3d]

I have a premium subscription the door camera is about 10 ft away from the router I have a fog light and a battery operated system that's with wire. 5ghz, it just says come back and try seeing your video again

[ByronP · Accepted solution]

Hi pb3d,

Thank you for your prompt reply. I appreciate all the information you provided.

Based on your answers, please follow these recommendations:

Step 1: Confirm if your Google Home subscription is active. Ensure your Google Home subscription is still active in the Google Home app. An expired or pending subscription can sometimes prevent video history from being recorded or viewed.

Step 2: Check if any member of the Google account have deleted the video history.

• Find out if any member of the Google account has deleted the video history.
• Check if you're missing history before a certain time but are still getting video recordings from that time onward.

Step 3: Check the type of video history access. Open the Google Home app and review whether you expect 24/7 video history or event history based on your camera and subscription.

Step 4: Confirm where the situation appears. Check if the situation occurs on the Nest app, Google Home app or on the web interface (home.nest.com).

Additionally, please answer these questions:

• What Google Home Premium subscription do you have (Standard or Advanced)?
• Has the situation occurred with other mobile devices?
• What is the make and model of your mobile device, and is it Android or iOS?

Please update this thread with your results.

Regards,

Byron