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Nest Aware not saving recorded events in history

Shyalhaze
Community Member

I have the Nest Aware subscription and according to the subscription Google is supposed to save detected events for the past 30 days. Somehow I am not able to see anything in the history except for most recent events (within few hours - length kind of feels like the no subscription plan of 3 hours). I spoke to customer care and they too couldn’t resolve the issue. This is the kind of problems you face with start up companies not companies like Google. 

11 REPLIES 11

CBH1
Community Member

I’m having the same issue As are many others.  I guess it is time for a Ring and I’ll cancel my subscription with google. 

Brad
Community Specialist
Community Specialist

Hi there, 

 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I definitely understand how frustrating your situation must be, and I wanted to make sure that your concern was acknowledged. Do you still need help with this issue? I know that there's been a delay in response since you posted.

 

Best Regards, 

Brad.

Bw223
Community Member

I have the same problem. Yes we still need help

SteveT1
Community Specialist
Community Specialist

Hi folks,

 

Sorry to hear about your support experience, @Shyalhaze. We'd like to know more about what happened — could you share the Case ID of your interaction with our team so we can check?

 

Please login to Google Store with the same email you are using in the Google Home app. Once done, you will be able to confirm if you do have a Nest Aware by clicking your profile on the top right, then subscriptions. If there is no subscription, you might be using a different email for your Nest Aware.

 

Keep us posted.

 

Regards,

Steve

 

SteveT1
Community Specialist
Community Specialist

Hi there,

 

Jumping in to check if you've seen my response. If you have other questions and concerns. Feel free to let me know.

 

Thanks,
Steve

Bw223
Community Member

Hey Steve I'm still having the same issue. My wife is able to see the history In her iPhone. I'm not able to in android.  We have Nest Aware on our account

SteveT1
Community Specialist
Community Specialist

Hi there,

 

So sorry to hear about that @Bw223. What type of phone and app are you using to view your history? Also, what is the app version?

 

I would recommend updating the app or making sure that you are signed in to the correct account. 

 

Regards,

Steve

lilbak
Community Member

I’m having the same issue, too. 

My device firmware is up-to-date, along with the any other pertinent updates. 
Being able to view history is critical for many of us. 
Do we know if this is a service outage or a potential bug?

Bw223
Community Member

I've got the Samsung galaxy s21. Using Google home app and it is version 2.50.1.7. The latest one available in the play store 

SteveT1
Community Specialist
Community Specialist

Hi folks,

 

Thanks for the reply. Let's make sure all things are covered. Here are some steps we can try:
 

1. Verify the device’s date & time are correct and automatically set. Make sure the timezone is correct.
Settings > General > Date & Time > Set Automatically to ON.
2. Check that the Google Home App has permission to use the phone's location: Settings > Privacy > Location services.
3. Check the iOS system setting for Background Refresh: Settings > General > Background Refresh. This is switched off at the system level by default, which will  prevent the Google Home app from updating appropriately to the server, even though this feature is enabled by default in the Google Home app. Note: Turning on Background Refresh will enable the feature for all apps; to save battery you may want to disable Background Refresh on a per-app basis.
4. Check the App Store for any available updates to the Google Home app.
5. Check for and process any pending iOS updates for the device.
6. Close the Google Home app from multitasking and relaunch it: Double tap the iOS device’s home button to display the multitasking screen, and then swipe up on the Google Home app to close it.
7. Test for issue persistence on both Wi-Fi and cellular data (if applicable).
8. Restart the device.
9. Uninstall the Google Home app and reinstall it from the App Store.
10. Try an alternate compatible device if available.

 

Regards,

Steve

Bw223
Community Member

I tried all of the steps for my samsung galaxy including uninstall- reinstall. No dice still getting "there was a problem connecting to the camera stream" wife does not seem to have the issue on her iphone.