Video playback doesn’t work - live video is fine

[RichardW19]

Why can’t I see historical video - I can see that there are clips but the clips just “play” as stills

[MplsCustomer]

@RichardW19 

Do you have a Nest Aware or Nest Aware Plus subscription? And is it active for the same Google Nest "home/structure" in which your Google Nest Hello Doorbell is located? The still photos you're describing is what you get on our older Google Nest cameras and doorbells without a Nest Aware subscription: "3 hours of photo snapshots of activity":

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

[RichardW19]

Thanks for telling me I now need to spend more money having just spent $250 on a doorbell which doesn’t help my unless I’m home when someone’s at the door. Had I of known the limitations I wouldn’t have bought one

[MplsCustomer]

@RichardW19 

I'm just another Google Nest customer. If you just bought your doorbell, do you by any chance have the newer Google Nest Doorbell (Battery)? My answer above applies to the older Google Nest Hello Doorbell.

If you have the newer Google Nest Doorbell (Battery), you should get event video history for free for events that occurred in the last 3 hours.

With both doorbells, even without a subscription, you should be able to get notifications on your phone or mobile device whenever the doorbell is rung and you should be able to use that notification to connect to and view your doorbell live from your phone and talk to the person at the doorbell. Sometimes, however, response time in connecting to the doorbell can be a bit slow.  You should also be able to view the video feed on your doorbell at any time when you're away from home.

[RichardW19]

Thanks - I guess I’m unfortunate as I bought the wired “hello” bell which I now believe to be an old model

[MplsCustomer]

@RichardW19 

Yes, the Google Nest Hello Doorbell is an older model, but it still works. We bought one in January for our 3rd entrance.

The Nest Aware ($60/year) and Nest Aware Plus ($120/year) subscription prices are okay if you have multiple cameras and doorbells (because one subscription covers ALL cameras and doorbells in a "home"), but not so great if you have just one camera or doorbell.

[RichardW19]

Agreed - thanks for your feedback 

[Brad]

Hi there, 

I apologize for my late response, and thank you for all of your patience while waiting for a reply. I understand how upsetting this may be, and I'm happy to assist you with this. Here is a great link on how nest aware works and how to subscribe. In addition, here is a link on how to manage your subscription. 

Best regards,

Brad

[RichardW19]

I’m just peeved that I have to pay an ongoing subscription. This’ll is something that I never expected

[EmersonB]

Hi folks,

@RichardW19 I understand that you're kinda hesitant about subscribing to the Nest Aware. However, we can assure you that you'll benefit from this in the near future when you decide to add a Nest camera. Subscribing to the Nest Aware will cover all of the devices under your home structure. In case you're interested you may hit the links that Brad provided.  If you have other questions and concerns, feel free to let me know.

Thanks for the help @Brad and @MplsCustomer.

Regards,
Emerson

[aatienza]

Hey folks,

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. 
 

I appreciate the help, Emerson.

Thanks,

Archie

[RichardW19]

Thanks for the feedback provided by all the folk who contributed. The answer wasn’t what I was hoping for but Google’s marketing approach is not the fault of the respondents. Please close the ticket

[aatienza]

Hey RichardW19,

We understand. Let us know if you have any other questions as I'll be locking the thread after 24 hours.

Thanks,

Archie