cannot view video only still photo from video

[JDress]

Hi, I have watched a incident live that occurred on my outdoor camera. I am trying to re-watch the video but my account only has a photo from the video. the video content is there. I can see 3 minuets worth of time recorded on my account. I just do not know how to access the video. Help!

[MplsCustomer]

@JDress

If you have a Nest Aware or Nest Aware Plus subscription, a timeline for your Google Nest Outdoor Camera should appear when you select the camera in the Google Nest app or on the home.nest.com website.

[Brad]

Hi there,

You will need an active Nest Aware Plus subscription in order to view the footage. You can learn how to sign up for a Nest Aware subscription here. Thank you for your help, MplsCustomer.

Best regards,

Brad

[wen276joe]

We renewed Nest Aware after not being notified of end of subscription. Now we cannot get video of our notifications, only video on live feed. We may have used the wrong name on "house", since the one house has 3 names due to previous issues. Is there a way to confirm that is the problem? How can we get videos of our notifications as we did before renewing?

[Brad]

@wen276joe

Once a Nest Aware subscription has lapsed, you are generally unable to view previous footage in most cases. You should see recordings moving forward.

Best regards,

Brad

[wen276joe]

We thought so, but we still only get a still shot and no video of history. We only get live feed. 

[Brad]

@wen276joe

Do you have a Nest Doorbell (battery) or the Nest Cam (battery)? Those devices, if not wired in, will only show your live footage and a preview of footage. You can check out your clips on the web app version. 

Best regards,

Brad

[wen276joe]

We have the outdoor Nest IQ camera that is wired, so that is not the problem. 

[MplsCustomer]

@wen276joe 

If you go to https://store.google.com/subscriptions and select your subscription, the name of your Google Nest "home" is shown.

Also, in the Google Nest app or Google Home app, if you go to Settings | Nest Aware for any of your "homes", it should tell you what your subscription is.

[wen276joe]

Our subscription is for 276 17th. Nothing shows up on Nest for that home. No live feed and no video. There are 2 other homes on our Nest account. "17th Avenue" brings up a live feed, lists history, but the recordings cannot be accessed as video. "Home" also has no live feed or history. Perhaps if there is a way to switch the subscription to 17th Avenue we could get video??? However, we don't know how and online help basically said we're on our own unless we want to pay $129 for in-house service. 

[MplsCustomer]

@wen276joe 

Google Nest does not allow us to transfer subscriptions, but you could try using the "Contact us" link under "Nest Aware Premier Care" on the page below'. They say: "Get 24/7 access to Nest Aware Experts on the Nest Customer Care team. They’re available to answer questions, help you access features, and manage your subscription."

https://support.google.com/googlenest/answer/9233159?hl=en&co=GENIE.Platform%3DAndroid

Maybe they can cancel your subscription on the wrong "home" and get it on the "home" you want it to be on. A Nest Aware subscription covers only one "home", so you'll need to get all your cameras and doorbells in the same "home".

[wen276joe]

Thank you. I will try contacting them. However, the last phone call to support ended with them telling us that we could cancel our subscription but they do not refund any money for it even if we were to purchase another under the correct house name. In other words, we would have to pay twice in order to try to get the problem corrected or pay $129 for a service call. I have to say, Nest has now become a nightmare for us since Google got involved, and from some other complaints of the same problem I'm not sure cancelling and re-purchasing will help. But thank you. 

[janthadeus]

Hi there, 

Wen276joe, this is definitely not the experience we want you to have. Were you able to reach out to our Nest Aware Care Premier team? If so, how did it go? Let me know if there's anything else.

JDress, how’s it going? Still need our help?
 

Thanks for the help here, MplsCustomer and Brad.

Best,

JT

[wen276joe]

The only help after hours and hours on the phone was to pay $129 for on-site installation service. Otherwise, they gave up. 

[MplsCustomer]

@wen276joe 

If your subscription is on the "276 17th" home, could you use Google Nest's instructions (https://support.google.com/googlenest/answer/9219307?hl=en#zippy=%2Cmove-to-another-home-in-the-app) to "move" your IQ camera from the "17th Avenue" home to the "276 17th" home?

If that works, and your "17th Avenue" home is how empty and your "Home" home is also empty, perhaps you should consider deleting them to avoid future confusion.

[janthadeus]

Hey there,

Thanks for sharing the information with us. To make sure, do you have other questions or concerns?

Thanks for the help, MplsCustomer.

Best,

JT

[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, JT.

Thanks,

Archie

[aatienza]

Hi everyone,

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.
 

Thanks,
Archie