ALL playback videos freeze on my nest cameras

[ThomasMM]

My playback on all 3 of my cameras freezes. My live video has absolutely no problems but when I try to watch back any single video, it sits there dead. Not loading, not playing. Just frozen on the thumbnail of the video. 

I have 1,000 MBps internet speed. I have tried on iOS (iphone 16) and windows web browser. I've tried it in both safari and chrome. 

Let's go through what I have done: Uninstalled the app. cleared all browser cache. restarted computer and phone. restarted cameras. removed and readded the cameras from my home account. 

About a week ago it all worked fine. Not a single video in my playback history of "seen" events will play on any 3 cameras history.

I pay for the highest level of storage. Two out of 3 of the cameras are plugged in, one runs on battery.

Please let me know if anyone is having this problem or had it, and what you did to fix it. Thanks

[catheryn]

Hi @ThomasMM, 

Thank you for bringing this concern to our attention and posting it in the community. I apologize for the inconvenience your cameras have caused regarding the video history.

I understand that at the beginning the video simply didn't load and froze even after you performed many troubleshooting steps. We appreciate your efforts, but it seems the issue persists.

In order to provide you with the right steps, I need to know some extra information: 

• What type of Nest cameras do you have? 
• Is the issue happening on the Google Home or Nest app? 
• How far are the cameras from the WiFi router?
• Do other devices in your home experience slow internet speeds? 
• When was the last payment you made for Nest Aware? 

In the meantime, can you check if the issue is also on the Google Home website? 

Once you share this information with us, we can provide you with the most suitable steps to make your devices work as expected. 

Thanks in advance, 

Catheryn.