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Can’t save new clips

LilJ
Community Member

I used to be able to save new clips to my phone no problem. For the last couple of weeks when I try I keep getting “something went wrong” my subscription is about to come due and if I can’t easily save th clips I want there is no need for me to renew it. I have logged out and back in and all of that. I don’t know if this happened because of the goole merger but I’ve just noticed it. So frustrating! 

7 REPLIES 7

NestMan
Community Member

Same thing here. I wish somebody would answer this question

Brad
Community Specialist
Community Specialist

Hey folks,

 

Sorry for my late response. Thank you for all of your patience while waiting for a reply. I just wanted to make sure that your issue is addressed. Terribly sorry to hear that you are both experiencing the same issue. 

  • Are you still having this issue?
  • Have both of you restarted your devices already? I would start with that first.
  • Make sure that your app is updated
  • Are you using the web version of the site to view these clips? Or the Nest or Google Home App?
  • What other troubleshooting steps have you done?

Please let me know if you still need assistance.

Best Regards,

Brad.

adeans
Community Member

I am having this problem. I try to create a new clip, and it just sits with a "clip processing" message for HOURS.

screen shot

I tried on two different computers (Macbook Air, iMac), my phone (iPhone 12), and three browsers (Firefox, Chrome, and Safari) plus the app itself on my phone. I also restarted one of the computers before switching browsers. The clips from each attempt just stacked up in my list of clips, each with the same message. None completed after 12 hours.

I need the clips for my research. The video comes through clearly, so I know it recorded successfully. I need to capture a video I can download. Thankful for any help!

adeans
Community Member

Update: It's been 24 hours, and the clips are still "processing". Each clip is about 25 sec long, and I am only using about 49 min of my 3 hour allotment. I need these clips for my research, and so I hope we can get this solved quickly!!!

adeans
Community Member

Is there a way to get some feedback about this problem soon? I have active research (wildlife biology) that requires these cameras and clip-making ability to functional right now.

Brad
Community Specialist
Community Specialist

Hi there, adeans.

 

I am terribly sorry to hear that you are having this issue. Generally if it is taking a long time to process and saves clips, it could be due to your internet connection. The faster the connection, the faster those clips will process and download. You could attempt to restart the camera, and that could increase the speed. But how fast is your internet connection? Please let us know how else we can assist you.

 

Best Regards,

Brad.

LilJ
Community Member

Hello, thank you for your reply. I tried to reply to the email you sent but it was undeliverable. I am still not able to save clips. I have restarted the camera and am using the latest update available on the app. My internet is fiberoptic 175Meg Broadband Service. I have not had trouble in the past only the last couple of months. Please advise.