Video unavailable

[Contregm]

Who else has a problem with the new Nest cams in the Home app not having video available for hours? I have the subscription so I have 24/7 video available for 7 days. The old nest cams in the nest app have always worked great, all video is available immediately. Got a new nest cam and I have it hooked to power so it is constantly recording instead of just video clips and sometimes it is 4 or 5 hours behind on video being available. I will get an alert and it will give me a “video not available” error and switch me to live view. If I can’t see what happened for hours then what the hell use is this camera? Google has ruined nest by forcing the home app and obviously using a subpar video processing that is slow

[RMU07712]

I am having the same issue with my new Nest Cam Floodlight. I get the notifications, but can't see the video history or the majority of the past events, even with the subscription. This isn't an issue with my old Nest doorbell. 

[ChefPew]

Installed my Gen 2 doorbell was working great! Signed up for the Aware subscription and now its all gone down hill, Cant get video history for sometimes hours after the event, And the live stream will say not available 9 times out of ten.

[Brad]

Hey there,

Thank you for bringing up the concern you're experiencing, I would love to look into this further for you. The first troubleshooting step that I'd recommend would be to restart your device. This process should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.

Best regards,
Brad

[ChefPew]

Hi Brad, Thanks for getting back to me. I have restarted the unit itself, rebooted my router, and uninstalled and reinstalled both the doorbell from my home app, and the Google home app itself from my phone. I am unable to get videos for hours after they are taken, nor can I see love video. But I get notices instantly of who (if it's a known person) and the doorbell function also operates as it's supposed to and gives me a notification instantly on my phone as well as in the house via my speakers and also my on house chime. I have a new wifi router coming incase it is a connectivity issue, but since I get everything else immediately, I'm unsure that connectivity is my problem?

[Brad]

@ChefPew

Having a new router can definitely affect your cameras and devices. I would suggest changing your router's information to the original router's name and password, etc. so your devices can connect to the new router, with the same name. That is generally the best bet for connectivity related concerns like this. 

Best regards,

Brad

[Contregm]

I restarted the device multiple times before. I have no new network equipment and none of my older Nest devices have problems. Only the new Nest device has problems in the google home app. I never have a problem viewing live video, it is only the fact that video previously recorded can take hours to show up

[Brad]

@Contregm

It is possible for that information to come from the Google cloud to take some time before it is available. That is definitely some feedback we are looking for, so we can improve things for you, and our other users. What other troubleshooting steps have you tried?

Best regards,

Brad

[Contregm]

I can see all traffic leaving and all cameras have good connectivity. The Nest app cameras never have a problem showing video even a minute old. The Newer Google Home cameras always have problems showing recent video. Even right now I can't see video from 90 minutes ago. This is not a camera problem or a home network problem this is simply Google cloud is processing data too slow where the cameras are basically worthless. If an alert comes in and I click on it and that video is not available yet then I don't know what is going on, if it takes 90 minutes for that video to finally be available then it is absolutely worthless because whatever happened has happened and I had no knowledge of it. The whole point of having 24/7 video is to make sure I can look at all video in real time so I don't miss anything vs cameras that are only activated when they detect something.

[janthadeus]

Hi Contregm,

I’m sorry for the delay. This isn’t the experience we wanted you to have. Let’s further check this — could you fill out this form and let me know once you’re done?

Looking forward to your response.

Regards,

JT

[Contregm]

I have filled out the form and in it I put specifically that the new cameras go to googleapis.com while the older cameras stream the video to dropcam.com so obviously the new workflows are not scaled well enough so it is taking them hours to process the video, google needs to do a better job at provisioning resources to process this video as fast as it was being processed with the previous generation workflow.

[janthadeus]

Hey there,

Thanks for the update. We got the form you've submitted — thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.

Cheers,

JT

[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, 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

[Brad]

Hi there, 

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad