01-13-2023 09:05 PM - edited 01-13-2023 09:07 PM
Hi there,
we have a subscription for Nest aware since about 6 months ago, paid for a year in advance…. For no apparent reason a few weeks back our two wired outdoor google nest cameras stopped recording history. The live feed is fine and the history on our nest doorbell is working so seems to be just an issue with the history.
I’ve tried all of the basic troubleshooting shooting, like turning off the power, ensuring internet connection is good etc but no luck. Spent a lot of time with the Google support in a chat, who have been pretty useless to be honest.
Any idea or tips on how to fix this?
01-17-2023 03:57 PM
Hi Dpb41,
I’m sorry to hear that. No worries, we’ll sort this out — a few questions: could you confirm if your subscription is attached to the home structure your cameras are connected to? Could you help us with the rest of the troubleshooting steps you’ve tried aside from what you have stated above? Also, could you send us a screenshot of what you see on your Nest app?
Looking forward to your response.
Thanks,
JT
01-17-2023 06:04 PM
Thanks for responding.
Other trouble shooting was to confirm that the the internet speed was high, turn off internet, turn off cameras, confirm that Google home app was updated.
01-17-2023 06:08 PM
Some screen shots from the “full history” section of the Google home app
01-25-2023 05:58 PM
Hi JT - just wondering if you saw my replies to your request for more information
01-25-2023 07:51 PM
Hey there,
I’m sorry for the delay. Thanks for sharing the screenshot and the rest of the steps you’ve tried. Do you have an Android or iPhone? Were there any changes to your Wi-Fi network? Also, are your cameras connected to a 2.4 GHz or 5 GHz Wi-Fi network?
Here are some troubleshooting steps you can try:
Let me know how it goes.
Best,
JT
01-28-2023 09:47 PM
Hi there,
It's me again. I want to make sure you're all good — how did the steps go?
Best regards,
JT
01-30-2023 02:32 PM
Hey there,
Just checking in to make sure that you saw my response. I'll be locking this thread if I won't hear back from you again in 24 hours. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.
Thanks,
JT