beyond frustrating... have subscription but cameras won't record video, just snap shots

[dury69]

I have paid for my subscription (Google aware) and it is active (at least you charged me for it) but my 2 cameras will not record video when an event is detected - it will just take a snapshot.  I can't just reinstall everything because we also use nest to manage thermometers in our second home in Vermont where it is -2 degrees and I can't risk losing access to them while waiting for some response bot to not help me.  Why is this so frigging complicated and poorly integrated???????

[EmptyNester]

Hi Dury69,  I'm and end user just like you.

Just to start with if you haven't already I would check your AWARE status in the app and see what it says.

Are you in the NEST app or the Google Home app?

NEST app: Go to the top level where you can see all your devices.  Then click on the GEAR in the upper right corner and click NEST AWARE and see what it says your status is.  Mine says "Active: Nest Aware Plus"

Goggle Home app: go to the top level where you see all your devices and click on the GEAR Settings icon. Then click NEST AWARE and see what it say.

[MplsCustomer]

@dury69 

You've probably done this already, but you could also check, in Settings for the camera(s) in the Google Nest app that "Video recording" is on.

And if you happen to have the newer Google Nest Battery Cameras released starting in the fall of 2021, you get continuous 24/7 video history only if the cameras are plugged in. We got the optional power cable for our one new battery camera for this reason (and because it doesn't do well running battery-only in Minnesota cold weather).

[GM100]

you might be having the same problem I am having. I have a work google email and a home one. So, when I renewed my subscription (via the link they sent me) for my existing nest home, it defaulted to my work account for some reason  and started a new nest home. But nest told me they could not transfer it to the proper nest home nor would they refund me so I could re-subscribe to the correct nest home. 

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue.

Please let me know if you need further assistance. 

Best Regards,

Brad.

[Brad]

Hey Folks.

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.