nest doorbell camera only records when I am actively using the app

[susank]

I noticed another person had this same issue, but I noticed my doorbell camera stopped recording a couple of weeks ago. While troubleshooting I found it only records when I have the camera open on my app. Otherwise there are no recordings. I've double checked everything - wifi is good, battery charge is good, settings are good, and app is up to date. 

[catheryn]

Hello @susank! 

Thank you for reaching out to the community. I apologize for the inconvenience you're experiencing with your Nest Doorbell.

I understand that your Nest Doorbell has been having trouble saving video recordings for the past couple of weeks. It seems to only record events when you're actively using the app.

I appreciate you taking the time to troubleshoot the issue yourself.

Before we proceed with troubleshooting steps, I'd like to confirm a few details:

• Are you signed into the Nest or Google Home app?
• Can you access the camera's live feed?
• Do you have an active Nest Aware subscription?
• Is all your video history missing, or just specific portions?
• Have you tried uninstalling and reinstalling the app?

Once we have this information, we can work towards a solution.

Warm regards,

 Catheryn

[susank]

I am signed into Google home. I can see the live feed and get recordings when I'm actively looking at the live feed, but do not get recordings otherwise. I do not have a subscription. I still have all the recorded history back 30 days. I got all the people coming to the door up through about November 15th and then nothing unless I am viewing the camera through the app when someone comes to the door. I do still get all the video recordings when someone actually rings the bell. I have not tried to uninstall and reinstall the google home app. 

[catheryn]

Hello @susank! 

Thanks for your response and the additional information. 

It sounds like you might be running into a little malfunction with the app. Since you don't have an active subscription, your cameras should only record for 3 hours, so something’s a bit off.

To fix this, try uninstalling and reinstalling the Google Home app. This should help clear things up. You can also check the Google Home website, just to be sure.

Let us know if you need further assistance, we are here to help.

Regards, 

Catheryn 

[susank]

Uninstalling and reinstalling did not change the situation. If I actively have the Google home app open and and am viewing the doorbell camera, I get the notification and captured video. If I am not viewing the doorbell camera, I get nothing. 

[armyjackson]

I have this exact same issue with a Google Nest wireless camera... Several of us have the Google Home app installed on our phones, I don't understand how that would fix the issue... (I even have the subscription)