Nest cam Outdoor IQ Nest Aware unable to play back video

[trididos]

I have several cameras (Nest doorbell, Nest Indoor, Nest Outdoor, Nest IQ indoor, Nest IQ outdoor), pay for Nest Aware, and use iOS Nest app, iOS Google Home, and the Nest Website.  

I can search video, either by scrubbing or selecting events, on all platforms for all cameras except one: Nest IQ Outdoor, when using the web. 

I want to scrub through the recorded video history on the Nest IQ Outdoor -- as I have always been able to do.  I can no longer scrub to any point in the video history no matter how old or recent, and I cannot select any events to view.

Please don't jump ahead -- VIDEO IS RECORDING -- I can scroll through the scrub and see that video has been recorded, and I can see the Nest-selected events populating; however, when clicking on the scrub history, video will not go to the new start point and I cannot select any events to play.  When Scrubbing, if I hover my mouse over an event, I get a pop up window so that I can save the event.  If I choose this, it does not save and I get an error: "We had trouble processing this clip." 

I do not have this issue in iOS Nest app or the really terrible Google Home app.  This issue affects only this camera and on the web. 

The issues started mid-October.  

To clarify, the issue is present in Safari, Chrome, Firefox on Mac, Chrome on a Chromebook, and Safari on Windows -- have not tried other browsers on Windows as I don't have access to any others. 

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Have you tried to Factory Reset your Dropcam? I would give that a go as that usually clears out issues the cam may be having. 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.

Please let me know if you need further assistance. 

Best Regards, 

Brad.

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue. Please let me know if you need further assistance. 

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.