24/7 footage

[tallentem]

Hello nest. I need to know if there is a way to view the actual 24/7 footage from my Nest doorbell camera. NOT the recorded events, but all the dead space where the camera did not detect movement or people. Somewhere between the hours of ten pm Oct, twenty sixth, and seven twenty am, someone broke into and damaged my car. After reviewing all of the recorded events between the above times listed, there was no footage of the crime. This is not the first time the Nest camera has failed to capture important footage (the entire reason it is there!). I am extremely displeased with the Nest doorbell. If you want an alert any time a car drives past your house or when a flag waves on your porch, this is the product for you, but if you want footage of people committing crimes in your driveway, don't hold your breath. Once again, if there is anyone at this company who can give me the real 24-hour footage, NOT just the recorded events, that would be much appreciated. 

[MplsCustomer]

@tallentem 

Your post does not indicate which Google Nest doorbell you have.  Note that the battery doorbell cannot record 24/7 even if it is wired to a doorbell transformer.

If you have the 2nd or 3rd gen wired doorbell, you should get 24/7 recording depending on what you've selected under Settings | Video history.  To view coverage between events, tap the icon in the upper right corner of the timeline to see the timeline between events.

For the 1st gen doorbell, you need "Video recording" turned on under Settings.

In all cases, you need a Nest Aware Plus subscription,  now called Google Home Premium Advanced.

[tallentem]

I have the 

Model	Nest Doorbell (wired)
Software	4110055

[MplsCustomer · Accepted solution]

@tallentem 

This is a community forum, and I'm just another Google Nest customer, so I can't tell whether your "Nest Doorbell (wired)" is the 1st gen Google Nest Hello Doorbell or the 2nd or 3rd gen Google Nest Wired Doorbell.

For both, in order to have access to 24/7 video history, you need a Nest Aware Plus subscription, now called Google Home Premium Advanced.

If you have a 1st gen Google Nest Hello Doorbell, and you have "Video recording" turned on under Settings for your doorbell in the Google Nest app, and you view video history on an iPhone or iPad, you need to turn your mobile device so you're viewing the camera in landscape mode, and you should then see a 24/7 timeline on the right of your screen.  That's how our 1st gen Google Nest Hello Doorbells work.

If you have a 2nd or 3rd gen Google Nest Wired Doorbell (OR if you have "transferred" your 1st gen Google Nest Hello Doorbell from the Google Nest app to the Google Home app), you should see either event video history or 24/7 video history by clicking on the icon in the upper right corner of the timeline, provided that you have selected "60-day event and 10-day 24/7 video history" under Settings | Video history for your doorbell in the Google Home app.  That's how our 2nd gen camera works.

If you have a 2nd gen Google Nest Battery Doorbell, you cannot get 24/7 video history even if it is wired to your doorbell transformer, because the battery doorbell always runs off of battery power and the battery is trickle-charged by the wired connection.

If this does not help, you can try contacting Support.

To contact Support:

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. Select your device from the dropdown, 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.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.