Can’t skip or remove unknown face

[PhantaRhei]

Good day readers!

Last week I got a new unknown face I wanted to add, but the clip isn’t loading.

Now when i try to skip the face still remains and I can’t delete the unknown face in the option.

anyone know with this problem?

[ByronP]

Hi PhantaRhei,

Thank you for reaching out to the community. I understand you're experiencing trouble removing an unknown familiar face from your library. I'm here to help.

Before troubleshooting, please answer the following questions:

• What type of Nest devices do you have?

• What type of Nest Aware subscription do you have?

• Can you locate the event where you detected the unknown face?

• What application do you use to manage your library, the Nest app or the Google Home app?

Please keep me posted.

Regards,

Byron

[PhantaRhei]

Hi Bryon!

thanks for reaching out!

1. Google nest doorbell (on power net)

2. Nest aware plus

3.  I can locate the event, but the video does show but when to add a new face the footage is black and corrupted 

4. google home app

hope these answers help!

thanks in advance 

[ByronP · Accepted solution]

Hi PhantaRhei,

Thank you for your prompt reply. I appreciate the detailed information.

Based on your answers, please do the following recommendations:

• Turn off and on the face detection option in settings. Here are the steps:

1. On the Google Home app screen, tap Settings.

2. Select Nest Aware.

3. Tap Familiar face detection. To turn Familiar face detection off and then on, next to each camera, toggle the switch. You may have to scroll through the page to check your camera.

• After you turn on the Familiar Face option, please try to remove the face in the Google Home app settings. Here are the steps:

1. On the Google Home app screen, tap Settings.

2. Select Nest Aware.

3. Tap Familiar face detection.

4. Start edit mode.

5. Tap Edit, then select the face you want to merge.
6. Tap Delete. This action deletes the person from the familiar face library and removes the snapshots used to help the camera recognize the person.

Please let me know how it goes.

Regards,

Byron

[PhantaRhei]

Hi Again Byron!

After I turned down face recognition for the cameras and turns back on, I still couldn’t edit merge the face.

after I removed all my video history. The face was not in new faces anymore. Still thank you for the reply!

[ByronP]

Hi PhantaRhei,

Thank you for your response. I'm pleased to hear it was resolved. I appreciate all your troubleshooting efforts in this situation. 

Please don't hesitate to reach out to us if you need any further assistance.

Regards,

Byron