Familiar faces not appearing

[kanders745]

I have familiar faces turned on and it will identify a face, send me a notification, but often it's incorrect.  I will view my library of saved faces, looking for the face that was misidentified and to correct it, but none from that time are found.  Only a few of the faces seem to be saved each day to Seen Events, and only for certain faces.  I have notifications for multiple days for a face, but none have been saved to the library for weeks now.

Alternatively, under Activity it will ask....'Was John Doe seen in the event'.  Giving it a thumbs down has no effect and doesn't allow you to correct it either.  You would think if you gave it a thumbs down you it would get the hint that the face should fall under the unfamiliar face category.  I guess its more for the system to get a record for it's win/loses, but It's really disappointing when software like this has no logic behind its actions and instead of getting better it gets worse.

[Lance_L]

Hello kanders745,

Thanks for reaching out to the Community.

I’m sorry to hear that you’re having issues with the familiar face detection on the Nest device. Let’s check it out.

If familiar face detection is already switched on for your camera, here are some tips to help your camera detect faces better:

• Position your camera so that it can see faces easily. Familiar face detection works best when the subject is directly approaching the camera.
  • Place your camera roughly 1.8–2.4 m (6–8 ft) above ground level, and place your doorbell about 1.2 m (4 ft) above ground level.
  • Place the camera where people would naturally walk towards it, such as facing a path or down a driveway.
  • For best results, the camera should be placed within 3 meters of where people will walk towards it.
• Check the lighting around your camera. Check your camera’s view at different times during the day to make sure that there’s no glare from the sun or other light sources.
• Review your familiar face library on a regular basis during the first few weeks, especially after you add a new person. Promptly fix any face recognition mistakes.

You can check out this handy guide to help you troubleshoot familiar face detection.

Keep me posted.

Best,

Lance

[kanders745]

I think you missed the point.  Notifications say a person is seen, but when I look in that person's 'found' faces they don't appear.  

[EmersonB]

Hello everyone,

@kanders745, thanks for getting back to us. We hear you and this is not the experience we want you to have. To confirm, have you tried restarting your Nest Camera and Wi-Fi router? Try viewing your "found faces" option from a different device and see if there's a difference. Also, In case you haven't restarted your Nest Camera and Wi-Fi router, please do and let us know how it goes. 

I appreciate the help, Lance.

Regards,

Emerson

[kanders745]

No, I've not tried rebooting the camera because I don't see an option to do so from the app and the camera is up high.  Is the only option to power cycle the camera on the unit itself.  I can't just cut power either because of the internal battery, it would take days and days to drain.  It would be really nice to be able to send a reboot command from the app.

[EmersonB]

Hey kanders745,

I appreciate you sharing your thoughts and ideas here; however, that feature is not available in the app. I'd suggest you send feedback to let the Google Engineering team know about your concern. While they won't respond directly back to you, this is the best way to let them know about this. In case you’ll have the chance to have an access with your Nest Camera and restart it, you may reply to this thread and update us with the result.

Thanks,

Emerson