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doorbell wired will not play video back

dano73
Community Member

video play back does not work anymore. rebooted internet and reset the doorbell but still not working.live feed works. But will only show snap shots. No video play back

 

13 REPLIES 13

Tigers62
Community Member

Many others experiencing this same issue. I have not seen any fix. I’m having the same issue, except that it’s the Next outdoor camera that provides only still shots when it detects motion. (Our Nest doorbell, which was installed first, delivers full motion of detected motion events. )

On Reddit, responses state that you need to pay for Nest Aware in order to see recorded video of event notifications

 

Anyone know if this is true?

Brad
Community Specialist
Community Specialist

Hi there, 

 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

 

Please let me know if you need further assistance. 

Best Regards, 

Brad.

Tigers62
Community Member

issue is still occurring- I get a notification of an event but the video history is only a still image

i previously set up Nest doorbell and had Nest Aware for a month. Now just installed the outdoor wired cam and only get the still images

MplsCustomer
Bronze
Bronze


Keep in mind that you get a free 30-day trial subscription to Nest Aware with new cameras and doorbells. This Google Nest Help page below lists what Google Nest says you get without a subscription ("Free Tier") and with each level of subscription for each camera.

In either the Google Home app or the Google Nest app, you can check your Nest Aware subscription level by selecting Settings | Nest Aware.

https://support.google.com/googlenest/answer/9681538

In addition, you can get Nest Aware only in these countries: Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Japan, Netherlands, New Zealand, Norway, Spain, Sweden, Switzerland, United Kingdom, United States (except Puerto Rico) (https://support.google.com/store/answer/2462844#nest_aware)

(I'm just another Nest customer.)

Thanks. Looks like I need Nest Aware. 

it’s interesting that I got 30 days feee with the doorbell, but when I added the camera to the same account t it doesn’t give you another 30 days free

@Tigers62 

Yeah, I wondered about that too.  That would make sense, but maybe that's not what Google does.

Brad
Community Specialist
Community Specialist

Hey folks!

 

I am sorry to hear that you ran into this issue! Yes, you will definitely want a Nest Aware subscription. Just as a side note; Nest Doorbell (battery) does not support 24/7 video recording, but users will have the ability to download multiple video clips that event video history automatically captures. A Nest Aware sub is definitely recommended, but the free trial is once per Home. I do not believe it is per new device added. 

 

Please let me know if you need further assistance!

Best regards,

Brad.

Brad
Community Specialist
Community Specialist

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.

Tigers62
Community Member

The answer is, one needs a Nest Aware account in order to play back video images of events. 

Brad
Community Specialist
Community Specialist

@Tigers62

 

Yes that would be correct. You still get free 3 hours window to view an event, but long term I would suggest going with Nest Aware. Here is a great link on how Nest Aware works and how to subscribe, and here is a link on how to manage your subscription. 

 

Please let me know if you need further assistance.

Best Regards,

Brad.

Brad
Community Specialist
Community Specialist

Hi there,

 

Just checking in to see if you still need assistance with this issue.  We'll leave this topic open for another 24 hrs in case there are any follow up questions or comments. Please let me know if you need further assistance. 


Best regards,

Brad

Brad
Community Specialist
Community Specialist

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.