Why is there always a 2 to 15 minute delay in video recordings?

[Cmaynard]

Why are the most recent 2 to 15 minutes of video history always unavailable? The older nest products did not have this problem. I imagine the hardware was alter3d for cost savings and now some transcoding must be done server side so the non-live video can be viewed, creating a significant delay in recently recorded video. If a porch pirate quickly grabs an item this camera now prevents me from viewing that immediately. Such a terrible user experience. My old nest cams didn't have this issue, still 

[aatienza]

Hey Cmaynard,

I’m sorry you’re having trouble with this. No worries, we'll check this out. When did it start happening? Have you checked the notification settings in the Google Home app to ensure the expectations are correct? Are the notifications delayed on multiple mobile devices? Also, have you tried any troubleshooting steps to fix this?

Thanks,

Archie

[Cmaynard]

It's not a notification delay. The notifications are fine. It's a delay in viewing non-live video. Meaning I can view the live feed, or view video that is at minimum 5 minutes old. However, the time period from now til 5, sometimes up to 15 minutes ago is not viewable. I do not have this issue with any of my previous generation outdoor cameras, just the latest model. Some times it has no delay, some times it's up to 15 minutes.

[Brad]

@Cmaynard

I am terribly sorry to hear that you're having this issue with your Nest camera! I'm sure it's frustrating but I'm happy to look into this and see how we can help out. The first troubleshooting step that I'd recommend would be to Restart your device. By doing this, it 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

[Cmaynard]

Screen shot of what is shown

 

[Brad]

@Cmaynard

What are your internet/wifi speeds like? How far away is the camera from the wifi? It could be a connection issue from what we have all discussed so far. Please let us know!

Best regards,

Brad

[Cmaynard]

I have 200mbps both down and up on fiber. The other camera that is an older model has no issues and is further away from the access point. I ha e rebooted the camera several times. Speed tests regularly show 150mbps or above upload speeds.

[Brad]

Hello again,

Those internet speeds are pretty fast, so it sounds like this may not be wifi related. Have you tried to contact Support in regards to this concern?

Best regards,

Brad

[Brad]

Hi there,

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread.

Best regard,
Brad

[Cmaynard]

Restarts have not resolved the issue, have not engaged support yet.

[janthadeus]

Hi folks,

Thanks for your help here, Archie and Brad.

Thanks for your efforts. Let's sort this out — a few questions: do you have a Nest Aware subscription? If so, what's your plan? When did the issue start?  Do you have an Android or iPhone? Also, how far is your camera from the router?

Looking forward to your response.

Thanks,

JT

[Cmaynard]

I have nest aware plus subscription. Android phone. The issue has been occurring for over a year. My existing older best cams work fine. I have eero mesh and the old camera in the same location had no issues. It's about 16 feet from the eero.

[janthadeus]

Hi Cmaynard,

Checking in to see if you still need help with this. In case there are any follow-up questions or comments. Please let me know if you need further assistance.

Regards, 

JT

[Cmaynard]

I replied to you questions again, thanks for following up. I had replied earlier but I guess the response failed to post.

[Cmaynard]

Replying again, still facing the same issue 

[Brad]

Hey there,

I just wanted to jump in real fast and thank you for your feedback. This is still an ongoing issue it seems, so we appreciate your patience while we look into it further. Please feel free to submit your feedback to us. I've put instructions for feedback below.

• Open the Google Home app
• At the top right, tap your account.
• Tap Feedback 
• tap the type of device you'd like to submit feedback for.
• To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
• In the feedback summary, write a brief description of your issue.
• Be sure to check the box for Screenshot and System logs.
• To submit feedback, in the top right corner, tap Send 

Best regards,

Brad

[Brad]

Hi there,

Just checking in to see how the conversation is going, as there's been a lapse in activity on this thread.

Best regards,
Brad

[Cmaynard]

I submitted the debug info in the app as requested 

[Brad]

@Cmaynard

Thank you so much for providing your important feedback! It is not certain whether this is a concern that is specific to your device, or if this is widespread. The troubleshooting steps that we have gone over usually resolves issues like this. I would now highly suggest that you reach out to Support for further assistance and instruction. 

Best regards,

Brad

[Cmaynard]

Just to provide clarifying feedback, I have recieved friendly responses here and have followed all suggested steps and I am completely unsatisfied with this product. I have contacted support multiple time and would like to warn anyone reading this against purchasing Nest Cameras.

[Brad]

@Cmaynard

I can understand your frustrations, and I want to make sure your feedback is submitted. Would you mind filling out this form, so a higher tier of support can reach out to you? 

Best regards,
Brad

[aatienza]

Hey there,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.
 

I appreciate the help, Brad.

Thanks,

Archie