Troubleshoot saving a clip from your video history

As a Google Nest Aware subscriber, you can save video clips of important events or memories, like your child’s first steps. If you’re having trouble saving clips from your video history, here are some guidelines.

To successfully save clips, there are a few requirements to bear in mind:

• You need an active Nest Aware, Nest Aware Plus or 1st gen Nest Aware subscription.
• Nest Aware and Nest Aware Plus include event-based recording (EBR).
  • To save an event as a video clip, open the Events View list  tap the event that you want to save  New clip.
• Nest Aware Plus and 1st gen Nest Aware include continuous video recording (CVR). You can choose which footage to save clips from.
  • Clips need to be at least 15 seconds long.
  • Clips can’t be more than one hour long. If your selection is longer than one hour, the Nest app will automatically switch it to a timelapse instead. 
  • You can make a timelapse of up to 24 hours of video.
• Your account in the Nest app can store three hours of video clips.

If you’re having trouble saving a clip, some of the reasons could be:

The clip is longer than your remaining clip storage space

The clip is longer than your remaining clip storage space

If the clip that you’re trying to save is longer than your remaining clip storage space, you may see the following message: 'You can only have three hours of clips. You need to delete come clips before you can create new ones.' Check your storage usage:

1. Sign in to home.nest.com on your computer.
2. Select your camera.
3. Tap Clips  in the lower-right corner of the screen.
4. Select View clips.
5. At the top-right corner of the screen, you’ll see how much clip storage you’re using. You can also check your usage while you’re saving a clip beside the Save button. You’ll have to make your clip shorter, or delete older clips, to make room before you can save the new clip.

There’s a gap in your video history

• If you have an event-based recording (EBR) Nest Aware subscription, the Nest app’s Sightline video history view  will show you gaps between events. These gaps are normal. For a better experience with an EBR subscription, we recommend that you use event history , which will show you only recorded events. 
• If you have a CVR subscription, you’ll only see gaps if your camera was turned off or was offline. 
• If you have a 1st gen Nest Aware subscription, you’ll only see gaps in your camera’s Sightline if your camera was turned off or was offline.

If you try to create a clip from two events that have a gap between them, the app will automatically create two clips: one that ends when the gap starts, and one that begins when the gap ends.

What to do if you see 'Clip failed to upload. Retry'.

If you see this error message, it means that the Nest Aware service is having problems saving your clip. Try moving the start and end times of your desired clip and save the clip again. Check the length of the clip and make sure that you have enough storage left. You can have up to three hours of clips – if you’re out of storage, try deleting some clips to make more room. Make sure that you download any clips that you want to save before deleting them.

Check your wireless connection

If you’re using a mobile connection that isn’t very strong, switch to Wi-Fi or wait for better reception.

Try switching browsers or devices, or restart

If you’re using a computer:

1. Temporarily disable browser extensions, add-ons or settings.
2. Try using a different web browser to sign in to your account in the Nest app and save a clip.
3. If you’re still having difficulty saving a clip, restart your computer.
4. Switch to a phone or tablet and try saving a clip.

If you’re using a phone or tablet:

1. Sign out of the Nest app and close it. Open the app, sign in again and try saving a clip.
2. Restart your phone or tablet, then try saving the clip again.
3. Switch to a computer and sign in to your account in the Nest app at home.nest.com. Then try saving a clip on your computer.