Video history will not play full recording

[Gatordog]

I pay for Nest Aware. I can open the Google Home app and see my google nest cameras. There is event history going back for days, but I need to watch a video from less than 24hr ago and it won't play, just a spinning blue circle. I can see movement in the history thumbnails, but they will not open to view the complete hi-res video of the event. We had a robbery and police need to see the perpetrator in more detail, not a low-res, 3-second thumbnail video. The history says it's a  1:30 minutes recorded and saved to my Aware account but it will not play. We have 1 GB wi-fi service that's running at 940 MB, so that is not an issue. PLEASE HELP!!

[Gatordog]

I decided to check my other camera and video doorbell, and they both saved and play video history. Why would the front camera not play history videos, even 5 minutes old, but the other cams history play fine.

[MplsCustomer]

@Gatordog 

Do you know whether the Wi-Fi signal strength at your front camera's location is weaker than it is for your other cameras' locations?  (I get the impression from other posts--this is just a guess on my part--that a weaker Wi-Fi signal may make it hard to retrieve video history.)

Could the types of your 3 cameras make a difference?

You could try contacting Support, in case the problem is a defect with your camera:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.