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Video won’t playback

Zethenmorley
Community Member

The video won’t play back at all after an event notification. Shows a still of the video but it won’t play back. There hasn’t been a clear answer in any of the threads on what to do. 

3 ACCEPTED SOLUTIONS

Brad
Community Specialist
Community Specialist

@S3bryan

 

Thank you for sharing your feedback. As a reminder, I am not personally responsible for the choices that Google makes, or doesn't make. I share what is available to me to share, and if there isn't a solution yet, then I share that there isn't one. I am no engineer. Just a Moderator and Community Specialist. Once there is a solution to this issue, then it will be shared, or you will see the changes yourselves.

 

Best regards,

Brad.

View solution in original post

Brad
Community Specialist
Community Specialist

@trygve

 

Thank you so much for bringing this up to my attention! I like that idea, and I could see how it could be helpful. I will go ahead and submit this feedback forward for you. Thank you for all of your patience.

 

Please let me know if you need further assistance on this issue.

Best Regards,

Brad.

View solution in original post

From what you’ve said there’s not much more you can do. Thank you for escalating the issue and hopefully google fix the bug. 

View solution in original post

18 REPLIES 18

trygve
Community Member

I have had the same video playback problems for a few weeks.  I'm not sure if it's due to a recent Nest iOS App update or if this is a video streaming issue on their backend.  Viewing video on Web seems to work correctly, but the Nest iOS App is pretty much worthless at the moment.  I have always loved this product and this is the first time I've seen an extended issue like this.  I have logged out, logged in, deleted the app, reinstalled, etc.  I'm using the latest iPhone, latest version of iOS, latest version of the Nest App.  I'm confident this is not a user error on my side.  

Yes! I am exactly the same. iPhone 13 pro, have deleted and reinstalled the app. Restarted the device, everything all up to date. It’s very frustrating!! I’m glad I am not the only one! 

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.

Are you able to help??????

trygve
Community Member

It appears several people do need help with the issue.  This needs to be reviewed with the App developers.

I have noticed that the Google Home app doesn’t have these issue.  Sounds kinda like they are making the nest app worse to force us to use the home app

trygve
Community Member

I noticed this too, but the Google Home app doesn’t have the great feature of scrubbing the whole video timeline.  It only lets you scrub through the clips that they capture for events.

Yes I still need help, it’s because of the delayed responses that there is no help in any other feeds! 

Brad
Community Specialist
Community Specialist

Hey y'all,

 

This issue looks to be a bug and I'm afraid I do not have a solution to provide at this time. Please keep trying to restart your devices, and make sure they are updated.

 

Best regards,

Brad.

Hi Brad, has this big issue been escalated internally at least to get a resolution in the future? 

Brad
Community Specialist
Community Specialist

@Zethenmorley

 

Yes it was already submitted.

 

Best regards,

Brad.

Brad
Community Specialist
Community Specialist

@S3bryan

 

Thank you for sharing your feedback. As a reminder, I am not personally responsible for the choices that Google makes, or doesn't make. I share what is available to me to share, and if there isn't a solution yet, then I share that there isn't one. I am no engineer. Just a Moderator and Community Specialist. Once there is a solution to this issue, then it will be shared, or you will see the changes yourselves.

 

Best regards,

Brad.

Brad, nothing I post is about you or towards you.  It’s just my frustration after twenty years designing call centers that I am venting.  We have become a society of don’t bother us just send a twerk or a DM or a PM and soon a tiktok.  .  The responses today are canned generic and with no empathy.  Imagine buying a product and issues abound.  You reach out for help and you get silence.  Suddenly one day you see a response. “Hi, we stumbled over your post” you stumbled over my post?  That’s not even a proper responce. yet it’s constantly used by google support.  the users on here are passionate about the nest products and have seen it quickly demise under Google.  It’s sad but it’s reality.  A search engine company got into a business they do not belong in.  Again nothing against you and I thank you for the support.  

Brad
Community Specialist
Community Specialist

@trygve

 

Thank you so much for bringing this up to my attention! I like that idea, and I could see how it could be helpful. I will go ahead and submit this feedback forward for you. Thank you for all of your patience.

 

Please let me know if you need further assistance on this issue.

Best Regards,

Brad.

Brad
Community Specialist
Community Specialist

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.

From what you’ve said there’s not much more you can do. Thank you for escalating the issue and hopefully google fix the bug. 

Brad
Community Specialist
Community Specialist

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.

Hi Brad, I have over 20 years in the technology field as well as in the design of call centers. I fail to understand why Google chooses to ignore software bugs. Google support only responds with generic answers. Hi we stumbled across your post, let’s see what you are doing wrong.  This is a software bug, and If you look at this from the big picture security cameras are exactly what the name says security. iOS users are unable to view the security videos for which Google demands payment yearly for this privilege. There is not one single post from Google that this is an issue they are working on. If you follow on Twitter the only response is send us a DM and point the blame at the users. Why can’t Google be more transparent when there is a known software bug.  This also could be very detrimental to the users should it be needed in the case of an emergency.