"No compatible cameras" for familiar faces

[meredithanne101]

Hi everyone! 

I have been trying to set up familiar faces on my Nest Cam indoor, but every time I go in to do it it says no compatible cameras found. 

I was able to set up sound detection and emergency calling through my Nest Aware account, so I know it's the right structure and everything. 

Any ideas? I'm away from home this week so I would like to get it set up so I know when my house sitters come. 

Thanks!

Meredith 

[Brad]

Hi there, 

Thanks for bringing up the concern you're having. I'd love to look into this for you. I have a great article that goes through the Familiar Faces feature and should explain more. 

Best regards, 
Brad

[Brad]

Hi there, 

Let me know if you need anything from me, but I am just seeing how the conversation is going. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[EmersonB]

Hey everyone,

@meredithanne101, 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, we would be happy to keep it open. If there's more we can do, just let us know.

I appreciate the help, Brad.
  
Thanks,
Emerson

[meredithanne101]

Hello, 

I still don't have a solution. Any other ideas? 

[EmersonB]

Hello meredithanne101,

Thanks for getting back to us. To confirm, where are you located? What app are you using to set the familiar face detection?  Have you tried using a different mobile device? Do you have other members who have access with the same Nest Cameras?
 

Give these steps a try:

Home app

1. Open the Home app .
2. Tap Settings and then Nest Aware and then Familiar face detection.
3. Turn familiar face detection on or off for each Nest Camera.

Nest app

1. Open the Nest app.
2. Tap Settings.
3. Select Familiar faces.
4. Turn Familiar face detection on or off for each Nest Camera.

Let us know how it goes.

Best,

Emerson

[meredithanne101]

Hello, 

I'm in Raleigh, North Carolina, USA. I've tried using both the home app and Nest app to set it. I haven't tried using another device because I just have mine. My mom has access to my camera but just for viewing, her location isn't used for anything. 

I have tried both of those and that's when I get the error message for No Compatible Cameras. 

[janthadeus]

Hey there,

I’m sorry you’re still having trouble with this. Let’s further check this — is there a pending software update on your phone? 
 

Going over the steps here might help:

1. Check for software updates on your phone. Obsolete OS versions may break some app functionality.
2. Verify your device’s Date and Time settings are correct and automatically set:
   • Settings > General > Date and Time.
   • Tap Set Automatically > toggle it off and then back on.
   • Make sure that the timezone, date, and time are correct.
3. Go to Settings > Privacy > Location Services > Nest.
4. Restart your phone. Turn it off for 60 seconds. Then, turn it on.
5. Try another device if your Nest app works with no issues.

Let us know how it goes.

I appreciate the help here, Brad and Emerson.

Thanks,

JT

[meredithanne101]

Hey JT, 

I have tried all of that and still no luck. I tried on my work cell phone as well and get the same error message. The exact message says: 

No compatible cameras 

With a compatible Nest camera or Nest Doorbell, you can teach your cameras who you know and get an alert when it sees a familiar or unfamiliar face. 

I am just so confused because my Nest camera is only 2 years old so I know it's not an older model. Part of the reason I got Nest Aware is for this feature. Everything else on Nest Aware seems to work. 

[janthadeus]

Hi there,

We appreciate all your efforts here. Let’s further investigate this — could fill out this form and let us know once you’re done?

Looking forward to your response.

Thanks,

JT

[EmersonB]

Hi everyone,

@meredithanne101, I wanted to follow up and see if you were able to fill out the form? Let me know if you have additional questions.

I appreciate the help, JT.
 
Best,
Emerson

[EmersonB]

Hey meredithanne101,

We haven't received your form — were you able to fill it out?
  
Regards,
Emerson

[meredithanne101]

Hi, 

I ended up calling Nest Support and found out my camera wasn't compatible with Familiar Faces. I retired it and got the newer model and have had no issues. 

Thanks for your help! 

[EmersonB]

Hello meredithanne101,

We appreciate you posting here your update and we're glad that it's resolved now. We’ll consider this one complete so let us know if you have other questions or concerns as I will be locking this after 24 hours. Feel free to start a new thread and we'll be happy to help.
 
Thanks,
Emerson