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"This video isn't available yet. Check back later."

schaefferarnold
Community Member

This issue continues to be a problem for my Nest Cam with Floodlight + Google Home App. I've gone down a rabbit hole of other posts talking about this problem, including but not limited to:

It seems like no one at Google is taking this problem seriously. A typical response from Brad or another community member usually starts off with an apology and then questions about a status light, or some other configuration option - then an admission that they don't have a solution, and quick desire to close out the discussion so that no one else can reply.

The question is simple: Why do users receive this message, "This video isn't available yet. Check back later"?

It would make sense if there was a delay in the video processing/uploading to a server. Perfectly acceptable to return an hour or 2 later to see if the video is available. However, when over 7 days goes by and the same clip is still displaying the same message, it's likely a different issue than "uploading/processing".

Camera history can be 1 of 3 states:

  1. blue solid line: recorded, viewable video
  2. gray solid line: recording, unviewable video ("This video isn't available. Check back later")
  3. no lines: nothing was recorded

I'm currently on the phone with Google Support about this very issue right now (10/19/22 at 6:13pm PT), and the current answer to the question above is: "The video is likely corrupted."

All of those gray, solid lines in video history that say "This video isn't available yet. Check back later", according to Google Support, are allegedly "corrupted videos" (though admittedly, this was just the rep's hypothesis). My video history is LITTERED with solid gray lines (I'll spare uploading 100s of screenshots to prove this and hope you'll trust a few examples below):

image0.pngimage1 (1).png

I asked the representative I'm chatting with if she would use a product that produces corrupt videos, and she said she would not. What's the point of owning a video/recording device/service if the device doesn't...record? If you're reading this, consider ANY other Security camera products on the market besides Google cameras.

I will update this post at the conclusion of my call - where I'm allegedly being transferred to a more senior customer support specialist (ha).

UPDATE: A senior specialist ultimately joined the call and is submitting this ticket to an engineer (TBD if she actually does; even more TBD if they're able to provide an answer).

 

71 REPLIES 71

haus2020
Community Member

I have this same issue for a long time now. What is the ETA for a fix?

RMU07712
Community Member

I am also having this issue...very frustrating!

schaefferarnold
Community Member

Here's what's going to happen. Brad, or another Community Specialist is going to reply at some point in the next 7 days. Will start off with an apology, and then ask us to verify some settings (how close is your router to the camera? What version of Google Home app are you using? Have you tried removing and adding the device back, or resetting it to factory settings?)

We'll of course tell that person we've done all the requisite suggestions and then they'll tell us that it's an ongoing issue that they of course have no ETA on a fix. Then we'll be stuck with this subpar camera until the Nest engineering team decides it's time to work on it - which, don't hold your breathe.

I still have an open ticket with a Senior Customer Support specialist who was allegedly connecting me with a support engineer, but I've yet to hear back from them. Will update when (if) I hear back.

Hey folks,

 

schaefferarnold, thanks for sharing and we're sorry about your support experience. We'd like to check this further — could you give us your case ID from our support team? 

 

haus2020 and RMU07712, I'm sorry for the trouble. I'd like to confim if you have the Nest Cam with Floodlight. I'll keep you posted once I have an update.

 

Thanks,

Archie

schaefferarnold
Community Member

Case ID: 8-0656000033314

I've since heard back, but without resolution. This was the meat of their response:

 

"...check if there's an available update with the Google Home app in the App Store of your phone as I see there's a new version available [this is accurate, there was a new update in the app store. However, it didn't resolve the issue]. You can also try to uninstall and reinstall the app then try accessing the video history. [Tried - didn't work]."

Right1
Community Member

Absolutely have same problem and same lack of response from Google. Open level 2 tickets for 2 months and zero resolutions.  I occasionally get a level 1 tech follow up asking stupid questions including if miraculously resolved when there has been no direct address of my problem and obviously an entire product line issue. Google ruined NEST after taking control.

gregoggins
Community Member

I have been in the nest ecosystem for years and love it. Grabbed a 3 pack of the new nest cam battery and all 3 cameras are experiencing the same issue. All 3 cameras will be hard wired so I'm hoping that helps with some of the problem but its infuriating getting motion notifications from nest hello along with the old nest came outdoor while these brand new supposedly better cameras are literally useless. Google genuinely has ruined nest and it makes me wonder if maybe I need to pack this whole google taking over nest experiment up and make the switch to literally any other smart home brand that actually cares to solve software problems.

Yes! Quit. Run don’t walk to Sonos & Ring, I guess.  Google trying to fix Nest is joke. Wasn’t broken til Google bought them!

JJWolf07
Community Member

This issue is seriously frustrating when paying for a subscription and you can't view any of the footage. So annoying the camera can't be added to the nest app either. 

Zicron
Community Member

Any updates yet? Same problem here with 2x nest outdoor cams. 

schaefferarnold
Community Member

Here is the most recent reply I received from Google Nest email support:

"Our Engineering team didn't provide exact information about the error message. Basically, that message ("video not available. try again later") tells us that the recording wasn't downloaded and should be available a few minutes or hours after. If not, the event was not recorded or was not saved because of a connection issue with the server."

 

I wouldn't expect any resolution. Between the Nest engineering team and the folks on the frontlines providing "support", they're only going to tell customers that it's a problem on the customer's side. 

My advice is to purchase a different (non-Google) product with better product reviews and support.

 

Brad
Community Specialist
Community Specialist

Hey there,

Sorry to hear that some of you are still experiencing this. If you have a case regarding this inquiry with support, please share it with me, so I can look into it more for you. We’re always looking for ways to improve, and appreciate your feedback. You can send it at any time using your devices by saying, "Hey Google, send feedback," or by following the steps found here

Best regards,
Brad

schaefferarnold
Community Member

Hey Brad - 

The case ID is in this thread (you need to scroll up). You're not going to be able to help me any more than the engineering team at Nest, though. And regarding ways to give feedback – that's how I opened a ticket in the first place, by following the steps in your link above.

If you're really sorry that we're experiencing this problem, find a solution for it.

Brad
Community Specialist
Community Specialist

Hi there, folks.

Thank you again for sharing your experience and feedback with us. If you have a case ID that you are working with support on, please continue that conversation via email with them.

Best regards,

Brad

Right1
Community Member

Wow Brad (bot),, we couldnt do it w/o your sage advice. Like I said; RUN don’t try to waste another minute w/Any Google device.

schaefferarnold
Community Member

Thanks for that tip.

Brad
Community Specialist
Community Specialist

Hi there,

I wanted to clarify that this is, unfortunately, not something we can assist with here in the forums. As this is a community forum, and not a direct line of support, that is why we suggest working with your current case and support agent, so you can get the assistance you need. Thank you for sharing your feedback with us.

Best regards,

Brad

schaefferarnold
Community Member

Let's keep this open, then, until there is a resolution. Other folks landing on this page might want to leave replies about their experiences/update us with a solution.

Agree about keeping this open until a resolution is found. I just added a new indoor/outdoor battery cam on a solar panel and see the same result. Has anyone had success at all, or are we all looking at the same issue?

I have 2 outside on solar panels and can't see any live or recorded data. Curious if removing the camera and reinstalling would help, but from other comments doesn't seem it would.

Mine will trigger and record, and I can pull up a live feed. Just no continuous feed. If that is still the situation when my subscription renews, I will definitely downgrade my Nest Aware... no point without the live feed.

The live feed is incredibly spotty. No resolution yet.

Brad
Community Specialist
Community Specialist

Hi there,   

 

Sorry for my late response here, this error message has been shown to have a few different causes, so we need some more details to determine what's happening and how to help.
 

If you're still experiencing this error, we recommend checking that your home Wi-Fi connection is strong, as well as confirming that you have an active Nest Aware subscription. Once you've done that, let us know the following and we can take a closer look:

  • What type of Nest camera do you have?
  • Are you using the Nest app or the Google Home app?
  • Are you able to check the camera’s live feed?

In the meantime, here is a great article that might be helpful. 

 

Best regards, 

Brad

We're way passed you on these questions Brad - answered those months ago. Your article is not helpful.

JonYork
Community Member

The trouble is NOT on OUR end. It's on Google's end. You should really stop asking people to waste their time trying to find problems that don't exist on their end.

If the camera can only be setup initially in the Google Home app - they'll have this problem. If it can be setup initially in the Nest app - they won't. 

Evo9
Community Member

Hi there Brad,

Unfortunately, The two responses above are correct, your replies are not helpful and out of touch with actually providing us with a real resolution. This is all on Google and it's infrastructure.

In the meantime, those who have a nest aware subscription should advocate a refund for each month this problem persists. It's absurd to pay $60 or even $120 a year for a problem that is on Google,  not their consumer. 

Best regards,

Evo9

Update, I am using solar power and app says that 24/7 video history is not available unless it is connected to line power.

I experienced this as well. Big bummer. It’s so weird too that solar lets some “powered” features work but not others

I don't see what electricity produced by a solar panel has to do with the video clip issue in the Home app. Most ppl here with the same issue do not use solar. 
'24/7 video history is not available unless connected to line power' sounds like information more than a warning. The same can be said for line power in the even that the power goes out and the battery dies. 

I am assuming that if 24/7 video were to be attempted on the solar panel it would exceed the power capacity (solar/reserve). I am capable of live video and when the video is recorded after an event trigger it is available fairly quickly... but you know what they say about assuming.

Honestly I would like the option. Since 24/7 recording is optional on every camera I’d like to be able to decide if my camera records 24/7 at the expense of the solar panel or battery not keeping up.

It’s the same error message but a different facet of the problem. I tested it and my camera worked when plugged into wall power but didn’t when plugged into the solar panel. As you said, most still have this problem even with full power. For some though, switching power sources may help.

SparklePaws
Community Member

Long time Nest user here and I am having the exact same issue with my Nest battery cameras. I bought 4 to supplement my old wired Nest cameras, which worked great.

Of the 4 new battery cameras, when it comes to seeing video history and live video, 1 seems to work fine, 2 are hit and miss and 1 is completely useless. None of the cameras are stable, meaning that when they do work and show live video, the feed constantly cuts in and out. I have tried them using the plug, solar or just the battery and the issue persists. I have tried switching from 2.4G to 5G. Nothing works.

Based on what I’ve read I’ll have to submit this to google and get stuck forever in the “we don’t have an answer” cycle of no help.

Such a HUGE disappointment for what used to be a great product. And a waste of $500. Ugh.

schaefferarnold
Community Member

You'll 100% get stuck in the "we don't have an answer" cycle, and in some cases, an endless cycle of "try this, try that" even after you've already tried those things.

Anyone else reading this: AVOID NEST PRODUCTS.

Evo9
Community Member

Having the same issue of, "This video isnt available yet. Check back later." I have 1 Google Nest cam (battery) hardwired to our home. We have great internet speeds and a reliable connection.

Screenshot_20221219-172946.png

Issues:

-Videos continually stop uploading. It will be good for about a day and suddenly stops pushing clips to the cloud. A couple days ago, we had to wait 4 days for a string of videos to finish uploading. This morning, we had clips being uploaded consistently within 5 minutes of being notified. Now, I am still waiting on a video from 10:00 a.m. and ever since it hiccuped, every video after has had delayed uploading.

-Live feed streaming has never worked properly for the entire month of ownership. The camera is very close to my router. 

I would hate to return this camera because it fits well within my Google ecosystem. Standing by like everyone else. Fingers crossed. Submitting a ticket now. Will update if I get any other info.

JonYork
Community Member

No, Evo9, don't say you had to wait 4 days for a string of videos to finish UPLOADING. Don't say Uploading. If you say uploading they will, of course, blame it on you and your internet connection. The fact is, your videos are uploading immediately - the problem is Google PROCESSING the videos on their end so you can view them.

Our videos are doing the exact same thing. We go back to watch something that happened 5 minutes ago and it says it's not available. Then maybe, 1, 2 or 3 days later it will suddenly be available.  That's not because it was taking our 1 Gb internet connection 3 days to upload it!  Our connection uploaded it immediately. It's because it took Google 3 days to figure out what to do with it after they got it.

Today, someone rang our bell. We weren't there. The app correctly instantly notified us that someone had rung (which shows our internet was just fine), I clicked on the notification and could clearly see the person standing in front of the doorbell (which again, shows our internet connection was perfectly fine), and the minute I clicked on the mic icon to talk - everything went haywire. They video went off and it said it was trying to reconnect. 

I went again and clicked on the notification, which brought be back to the live video where I could see the person standing there. I clicked on the mic one more time and the same thing happened. The video blipped off and there was no way to talk to them on the mic.

So, the WHOLE POINT of having this thing was ruined by the fact that Google, unlike Amazon, can't process the video.

Evo9
Community Member

I understand what you're saying regarding "uploading" versus Google "processing" the videos. How do you know your connection is actually uploading the video immediately? I don't have a doubt at all that the main problem is Google processing the video at their level, but I remain skeptical. Who is to say the camera doesn't shut off "uploading" the video? 

JonYork
Community Member

The way I know it's uploading the video immediately is because the video does eventually show up - whether it's a few hours or a few days later... it does show up. So my connection must have uploaded immediately because it has no ability to hold data and sending it later!

Also, I have two nest cameras in the same location and the video from them is 100% - always. It always works. It's rarely down and when it is it's for a minute or two max. And since it appears that the Nest system and the Google Home system are on two entirely different and separate server systems then it would make sense that if one is working and the other isn't - that the problem is on their end, not with my internet or configuration. Plus, sometimes I can hear audio from the doorbell camera but it won't display the video.

Since I wrote a few days ago, things have only gotten worse. The last two days the streaming was very spotty. So yesterday I actually sat down and timed it. I did this over about 10 random minutes separated by about two hours in time. I timed how many seconds the video was working within each minute. And it averaged to about 5 seconds per minute.

Now, it hasn't always been that bad, but over the last few days it has been.  And then today I have not been able to access any live video at all. But we still get notifications when an event happens. And someone rings the doorbell, we get notified on our phones. So there's the internet working for you right there! But the video is just frozen and refuses to come through. 

Anyway, I requested a return the other day and received the Amazon Ring doorbell earlier today. I hate the way it looks, but it connects every single time. It has been rock solid all day long. And I appreciate that it has a much wider field of view. The narrow field of view on the google camera was really getting on my nerves.

I think the Google doorbell looks better for people coming in, and I like that it can do facial recognition and attach names to visitors (although that was often imperfect and it would attach the wrong name to people about 30% of the time). But in the end I have to think about the real reason I need this - and it is to see who's at the door and to be able to communicate with them when I'm not there. So even if you have the most amazing doorbell/camera system in the world, if you can't reliably access it and view it whenever you want - it's completely worthless. So now I'll have an ugly doorbell, but at least it seems it will get the job done. 

Evo9
Community Member

We're just splitting hairs at this point, but having them push it back on us is something we shouldn't accept. Only Google knows what the true problem is and hopefully they are fixing it. The only thing we can do is make them aware of how many of us this is affecting. At the end of the day, they'll lose customers and that will make them fix something. Or it won't.