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Google Nest Doorbell 2 gen wired mobile network downloading of event history

keong1981
Community Member

Am having this issue with downloading of event history video over mobile network... everything works but when i tried downloading an event history over mobile network it just would not start being stuck at waiting for network connection but when i switch over to wifi the download starts... what did i missed

1 Recommended Answer

finlay000
Community Member

Solution: Google support advised that a "Nest Aware Subscription" is required to download clip using mobile data.
I activated the free 30-day trial and was able to download clips using mobile data.
Unfortunately I reset my Nest Doorbell (2nd Generation wired) and am no longer able to download clip despite having 18 days remaining on my free 30-day trial. Opened ticket with Google support, will advise if there is an update

 

View Recommended Answer in original post

14 REPLIES 14

MplsCustomer
Bronze
Bronze

@keong1981

What do you mean by a "mobile network"?

cellular network

@keong1981

Oh, sorry. I've never tried downloading when not on Wi-Fi. Maybe you've identified a bug.

I have that feeling too after trying all the troubleshooting like deleting and re installing the app clearing caches and data rebooting phones checking through all the phones network permissions... nothing works... the download just keeps running at waiting for network connection when my cell network is at full bar 4g and tested download speed at 90+Mbps... everything works on wifi...

Brad
Community Specialist
Community Specialist

Hi there,

Sorry to hear you're experiencing this, as I can imagine it has been an inconvenience. I would love to look into this further for you. Downloading any event history that you want to view would be much easier to view and download over a Wi-Fi connection. It's making it a little easier for the information to come from the cloud that way. Thank you for sharing this with us, though.

Best regards,
Brad

Brad
Community Specialist
Community Specialist

Hi there, 

 

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

 

Best regards, 

Brad

EmersonB
Community Specialist
Community Specialist

Hello folks,

 

@keong1981 just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

 

Thanks for lending a hand, Brad.

 

Best,
Emerson

What other assistance is there to be provided besides asking users to download via wifi when its users choice to have history activities downloaded at their own Convenient, time and place.

None of the mentioned SOP troubleshooting clears this issue and was even suggested that if device is not officially launch in my area device is expected to not work as intended when its obvious everything works except for downloading over cell/ mobile network which it is not an isolated case.

so tell me... what suggested help next

Same issue here.  Cannot download over cellular network is a bummer.  Can view the history video fine on cellular network (away from home) so it is not a network issue but a definite bug in the Google home application.

Brad
Community Specialist
Community Specialist

Hi there, 

 

Just checking in to see how the conversation is going. Looks like some of you may have found a solution. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

 

Best regards, 

Brad

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad

@EmersonB 

Isn't Google Nest Support going to investigate why downloads do NOT work when using cellular data?

finlay000
Community Member

Same issue here. Cannot download over mobile network (cell phone).
Support told me to active the free 30-day trial "Nest Aware"... fixed the problem
I reset the doorbell and again I cannot download over mobile network. Google support told me to contact my cellular provider. Product is not read for prime time. 

finlay000
Community Member

Solution: Google support advised that a "Nest Aware Subscription" is required to download clip using mobile data.
I activated the free 30-day trial and was able to download clips using mobile data.
Unfortunately I reset my Nest Doorbell (2nd Generation wired) and am no longer able to download clip despite having 18 days remaining on my free 30-day trial. Opened ticket with Google support, will advise if there is an update