Cannot get playback to work on Nest cameras

[lewisamyleigh]

I am unable to get the playback to work on my nest cameras. I have five (5) cameras. I have gone through the forums and done everything.. I have updated the app - Resubscribed to Nest Ware Plus even, my internet is 600mpb down / 40 up. I have reset my modem. Please help! This has been going on for months where I cannot use the playback feature. Anytime I manually or click an event it never plays back it just hangs or sits as a still image. Same in IOS - Same in web browser.

[trygve]

I have been sharing the same poor experience for months now.  They just keep closing the thread without any solutions.  I’ve given up at this point and I’m looking for a new product/company.  Google ruined a great Nest product.

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I understand how frustrating your situation must be, and I would love to help however I can. Do you still need assistance?

Best Regards, 

Brad.

[KenM]

Yes Brad, we all require your assistance. 
I have had Nest Aware for several years and now I am experiencing the same issue as many others. 
While in the Nest App and trying to watch the video history, it simply will not play the events. 
please escalate this issue to have it resolved as we all are paying for a service that is not functioning properly. 
Thank you

Ken M

[Brad]

Hey there,

I just wanted to jump in real fast and thank you for your feedback. Please feel free to submit your feedback to us. I've put instructions for feedback below.

• Open the Google Home app

• At the top right, tap your account.
• Tap Feedback 

• tap the type of device you'd like to submit feedback for.
• To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
• In the feedback summary, write a brief description of your issue.
• Be sure to check the box for Screenshot and System logs.
• To submit feedback, at the top right corner, tap Send 

If you need anything else, please let me know.

Best regards,

Brad.

[KenM]

Brad,

I do not use the google home app and I shouldn’t be asked to use it. I have the Nest app. 
Can you offer any helpful suggestions?

[trygve]

Plus the Google Home App does not support the feature we paid for, “full video history”!  Switching to the Home App doesn’t solve the problem.

[trygve]

So you want us to report Nest App feedback within the Google Home App??  Seriously?  Are you even reading the issues?

[PCnest]

Same issue and same frustration. Worked fine on IOS until a couple of months ago. Browser version seems fine. 

[Brad]

Hey there,

Restarting and factory resetting your Google Nest camera or doorbell will have different results:

Restart: Keeps all your settings, and it should reconnect to the same Wi-Fi network. This is helpful if it ever becomes frozen, has trouble reconnecting to the internet, or isn't working normally.

Factory reset: Erases all your settings and options, and restores its factory default settings. It will not automatically reconnect to Wi-Fi and you'll need to set it up again.

You can find this information, plus additional information on this process here. Please let me know if you have further questions.

Best Regards,

Brad

[trygve]

There isn’t a problem with the cameras.  The  Nest App fails to playback video.  The web UI works fine viewing the cameras video.

[Brad]

Hi there,

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread. 

Best Regards,

Brad

[trygve]

No update from support, no improvement, no fix.  Continued faulty service.  When will the Nest team address the issue?

[trygve]

I don’t really understand the purpose of locking this thread.  The issue is still open.  Others are seeking help on this as well and this gives them a place to consolidate the problem.  Closing this thread with no solution seems disingenuous.  How about providing an update on the solution instead.

[Brad]

@trygve

Are you missing all of your video history? Are you sure that you are logged into the correct account with the Nest Aware subscription? Did you process the subscription on the correct account with your cams on it?

Best regards,

Brad

[trygve]

I don’t mean to be rude but I’ve been explaining this problem for over three months now.  The iOS Nest app no longer works. Period.  It doesn’t work.  I can not view any video history without the app locking up with the loading icon.  So many users have reported this problem and Nest isn’t doing anything to fix it.  They simply do not care that it’s broken.  I have the latest app version, latest iOS, latest iPhone.  This problem is within the app.  The app worked for years perfectly, now it is worthless.

[PCnest]

I think you have stated things perfectly and have not been rude at all.  Something has gone wrong with the IOS app from a couple of months ago and, as you said, it's almost worthless now and certainly no longer suitable as a security tool.  I don't understand how Google can leave a resolution so long.  I imagine a class action will be the only thing to resolve it.  

[Brad]

Hey folks,

I cannot fix your app for you, please understand that. If this is specific to the app, then the only thing that can be done is for you to send in your feedback on the issue and wait for an update. I wish I could tell you more, but I would only suggest to Restart, Factory Reset, uninstall, reinstall, those sort of steps. This is not something that Community Specialists have a solution for. If you would like to discuss this issue further, contact Support.

Best regards,

Brad

[trygve]

Hi Brad.  Do you have any additional connections with the App Support team?  What do you suggest we do if we’ve already  submitted support tickets with no response or resolution?  Reading this forum and the App reviews in the App Store will quickly show this is a significant problem causing customers to leave.  I can’t understand why Google doesn’t acknowledge this issue.

[Brad]

@trygve

The Nest Community Forums is not quite connected with Support as you would think, but the feedback you provide here or in the app we can submit to them which we do every time there is an ongoing issue, or bug that needs fixing. The only issue is that we do not have any control over what is done with that feedback or issue until we hear back on a fix. So continue to send it all in, but I just do not have a solution until we're provided with one.

Best regards,

Brad

[PCnest]

Thanks Brad, it's helpful to understand how the channels work.  It would be hugely appreciated if you can continue to send our concerns forward to the Nest support team.  It seems very odd indeed for this issue to go on for so long without some sort of comment from Google. Thanks for your continuing assistance.

[Brad]

@PCnest

I totally understand. I am not quite sure why its taking a bit longer to find a solution, but we are aware of the issue and will update the community once there is a solution. Thank you for your patience!

Best regards,

Brad

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue as there's been a lapse in activity. We'll be locking this thread in 24 hours or so.

Best regards,

Brad

[PCnest]

Hi Brad, please do not close the thread. There is still no resolution to this issue. Thanks. 

[lewisamyleigh]

Same! Works fine on my family members Android phone- stopped working for me on IOS months ago.

[PCnest]

Same experience

[lewisamyleigh]

@Brad 

Just to be clear - the Android app works fine. The iOS app (from nest labs inc. - now owned by Google) does not.

No amount of restarting the cameras or other “did you reboot?” Tier one support is going to resolve this issue within the actual app. It worked fine months ago and has since stopped working fine. The Apple app Store is full of similar reviews with the same issue.

I think iOS Nest app version 5.67.0 or 5.68.0 broke it.

I am going to update to 5.68.1(issued 4 days ago) to see if it is resolved.

[PCnest]

Perfect description!

[Brad]

Hey folks,

Contact support if you are still having this issue. 

Best regards,

Brad

[Brad]

Hey folks,

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,
Brad