Video History will not play

[richardb621]

Camera and detection with history playback has been working fine so after trial I purchased nest aware subscription. With the recent app updates it’s now broken. Doesn’t show any history events. So I removed device and set it up again and while it detected a couple of events, it won’t play them back. The new app is buggy, doesn’t refresh when trying to view activity. Unless it gets resolved quickly it’s all going back for refund.

[klatemartin]

I apologize for any confusion caused. If you're having trouble playing video history, here are a few general troubleshooting steps you can try:

1. Clear your browser cache: Clearing the cache can help resolve playback issues. Go to your browser's settings, find the option to clear browsing data, and select the option to clear cache. Then try playing the video history again.

2. Disable browser extensions: Some browser extensions or add-ons can interfere with video playback. Disable any extensions that might be causing conflicts and try playing the video history again.

3. Update your browser: Ensure that you have the latest version of your web browser installed. Outdated browsers may have compatibility issues with certain video formats or playback technologies.

4. Check your internet connection: A stable and fast internet connection is crucial for smooth video playback. Make sure you have a reliable internet connection and try playing the video history on different devices or networks to rule out any connection issues.

5. Try a different browser or device: If possible, try playing the video history on a different web browser or device to see if the issue is specific to your current setup. This can help identify whether the problem lies with your browser, device, or internet connection.

6. Contact customer support: If the issue persists after trying the above steps, it may be necessary to reach out to the customer support of the platform or service you're using. They will be able to provide specific assistance and troubleshooting for your situation.

Please provide more details about the platform or service you're using if you need more specific instructions.

[Anonymous]

Same here trying just crashes the app

[richardb621]

I removed the device and reinstalled from scratch ( as if a new purchase) and got it working again. 

[Lance_L]

Hi everyone,

I'm jumping in to ensure everything is good here.

@richardb621, I’m glad to hear that your issue is fixed. 

@Anonymous, have you seen richardb621 and klatemartin’s last response? 

Let me know of the answers so I could take a closer look at them.

Best,

Lance

[richardb621]

Sadly it’s stopped working again. View history seems to only show last movement at 6:34am and nothing for the rest of the day.

I suspect it’s the recent App updates - this was working consistently for the 30 days trial and since signing up, couple days later a new version of the app and all these issues are happening.

without the ability to detect and playback the whole thing is useless.

[richardb621]

Further update - I can see history when I pick the camera and look at the timeline view. What doesn’t work is picking the Activity icon from the Home Screen.

it appears that the filters don’t work consistently around the start and end date. Even if it looks like no filters are applied, something is and you don’t get history. I selected a start and end date again and then got the history I was expecting.

Hope this helps identify the bug and those who can workaround the issues for now.

[Lance_L]

Hi everyone,

I'd like to bump in here and make sure that you’ve seen our response.

Please let us know if you have any other questions or concerns, as I will be locking this thread after 24 hours.

Best regards,
Lance

[Anonymous]

Mine have been faulty for over a year. The cameras and home app are absolute garbage. Google support are morons

[Lance_L]

Hi folks,

Thanks for getting back to us and for sharing what you’ve done to have your concern resolved. I apologize that the feature isn’t working.

@richardb621, thanks for the follow-up information. Could you please send us feedback so our team can look into this further?

@Anonymous, have you seen richardb621’s last response? Let me know if you still need help.

Regards,

Lance

[Lance_L]

Hello everyone,

I wanted to follow up and see if you still needed help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Best regards,

Lance