Camera lost recording

[rvivi]

Hi,

Our packages were stolen off of our front porch where the camera can easily see. Our neighbors reported that the packages were stolen around 9:45pm. The Nest app says there was an event at 9:44pm, but the playback isn't loading. The camera recorded something for 24 seconds, but the video isn't showing up. Is there a way that we can somehow retrieve the footage? Did someone scramble our camera? We need help.

Thanks.

[Guarcax]

Hi @rvivi!

Thanks for posting in the community.
I’m sorry for the inconvenience you had with your package and the experience that you’ve been having with your Nest camera. I can see that it recorded a 24-second video, but it is not showing up. Let me help you with this.

In order to give you the correct guidance, I need some extra information. Here are some questions for you:

• What type of Nest camera do you have?
• Do you have any Nest Aware subscription? If so, what type of Nest Aware subscription do you have?
• Is your Nest app updated?
• How is the Wi-Fi connection in that part of the house?

I’ll be waiting for your response.

Regards,

Daniel.