Video of event I observed disappeared

[Elizaville]

I am a NEST AWARE customer with a few cameras on my property.

Today I was observing "live" on my camera someone picking flowers from my backyard at 6:19am. 

When I wanted to show my wife what was on the camera, there were no events between 3am and 8am.

I understand that camera's eye didn't catch in the foggy morning the silhouette of a person 30 ft away, but what can I do? How could I set my setting to record EVERYTHING?

I called Customer Service. They said I must set the Zones in each camera and "they will record everything all the time". I did that, but the zones record exactly what the cameras were recording before, ie. what in the camera's judgment is "an event" worth recording?

Please help me

Thank you

Alex

[MplsCustomer · Accepted solution]

@Elizaville 

Unfortunately, our Google Nest cameras do not detect every event--regardless of the settings. If you have the older Google Nest cameras and doorbells (the ones that work in the Google Nest app) and you have 24/7 recording with a Nest Aware Plus subscription, you can manually create a video clip of an undetected event (like yours at 6:19 am) in either the Google Nest app or on the home.nest.com website.

[Brad]

Hi there, 

I believe that Activity Zones will help you out in this situation. You can learn more about them here. I hope you find the article helpful!

Best Regards, 
Brad

[Elizaville]

Thank you, but that is exactly what Customer Service rep said. However it doesn't address the issue. The Activity Zone still records what the system thinks it should record missing a lot of content.  How could I record everything?

[Brad]

@Elizaville

I would suggest changing the sensitivity within each activity zone so you can get more alerts about what you want to get alerted about. But the new 2021 cams are not 24/7, they only record events.

Best regards,

Brad

[Elizaville]

Thank you. How do I change sensitivity? I have it HIGH in Quality and Bandwidth.

I think the issue is that my cameras (even though I bought them in 2020 and earlier) are not really 24/7 recording. It was an advertisement lie. The so-called "events" ar eonly "events" in the judgement of some AI... Very sad.

Thank you for your help

Alex 

[MplsCustomer · Accepted solution]

@Elizaville 

Unfortunately, our Google Nest cameras do not detect every event--regardless of the settings. If you have the older Google Nest cameras and doorbells (the ones that work in the Google Nest app) and you have 24/7 recording with a Nest Aware Plus subscription, you can manually create a video clip of an undetected event (like yours at 6:19 am) in either the Google Nest app or on the home.nest.com website.

[Elizaville]

Hi MplsCustomer,

Thank you. I just upgraded my NestAware to NestAware Plus. That seems to be the correct answer to my issue.

So sad I didn't know about this upgrade before: I probably won't be able to restore that 6:19am event.

Thanks again

alex

Alex

[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 regard,
Brad

[Elizaville · Accepted solution]

Hi Brad,

The solution was found. Like everything else in life, it involved paying more. By upgrading from NestAware ($60/yr) to NestAware Plus ($120/yr) we received actual 24/ 7 recordings stored. for 10 days.  Thanks for your help

Alex