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Wired Nest Cam not recording 24/7?

dothadew615
Community Member

Hi as the title states I am having some issues viewing the 10 day recording. My cams will do event recordings just fine but for some reason there is no constant video history. I called Google support this morning spent an hour on the phone doing the factory resets and troubleshooting untill our phone call got disconnected and she never called me back. I do have the aware plus subscription and it's showing as active under my Google home. I don't want to return the cameras but the 24/7 history is the main reason I bought them so I may have to if I can't get this resolved.. The case number from this mornings phone call is 5-5216000033350. Thanks in advance for any help anybody can provide.

7 REPLIES 7

MplsCustomer
Bronze
Bronze

@dothadew615 

If you have a Nest Aware Plus subscription on the exact same Google Nest "home/structure" where your cameras are located, and if you have the wired Nest Cam Indoor, or the Google Nest Camera (Battery) plugged in with the optional power cable, you should get 24/7 video history. We do on ours. But if you have a Google Nest Camera (Battery) that is not plugged in and is running on battery power, or if you have a Google Nest Doorbell (Battery) (even if it is wired), you can only get event video history.

Are you on the latest version of the Google Home app?  Do you get a "Live" video stream when you view your cameras in the Google Home app, or on the new https://home.google.com website?

If everything was working correctly and you go to Settings for each of your cameras in the Google Home app and select Video, it should show "60-day event and 10-day 24/7 video history" under Video History.

If everything looks good on your end but you're not getting 10-day 24/7 history, then it seems like Google Nest Support needs to resolve it or replace your cameras.

I do have the wires indoor cameras but I don't have the 10 day 24/7 option under either one of my cameras. The only options are no video history or 3 hour event history so I must have defective cameras. Thank you for your reply.

@dothadew615 

Are your cameras in the exact same Google Nest "home/structure" that is shown when you click on your subscription on the page below?

https://store.google.com/subscriptions?hl=en-US

Indeed they are, but I must be in a trial period because it says billing starts on Dec. 9th. maybe this has something to do with it? I would think the trial would include all features but maybe not?

@dothadew615 

It does NOT include all features.  The free 30-day Nest Aware trial subscription only includes event video history, not 24/7 history:

https://support.google.com/googlenest/answer/9248198?hl=en&co=GENIE.Platform%3DAndroid#zippy=%2Cnest...

Ok wow I guess that's the problem then. Maybe Ill get the 24/7 option after the trial ends. Wish I could cancel it but it doesn't look like you can. Thank you for solving this problem for me!

EmersonB
Community Specialist
Community Specialist

Hi dothadew615,

 

We're glad to hear that and thanks for getting back to us. Please let me know if you have other questions or concerns as I will be locking this after 24 hours. Feel free to start a new thread and we'll be happy to help.

 

I appreciate the help, MplsCustomer.

 

Regards,
Emerson