Troubleshoot CVR video history gaps or missing parts

Use this article only to troubleshoot your CVR history. For EBR help, visit Troubleshoot event-based recording.

You'll see gaps in your video history if your camera was turned off or was offline. If you have an Event-based recording (EBR) subscription, you’ll also see dark gray areas in your timeline with “No activity detected” when your camera didn’t detect motion or sound events.  

• If you have a Nest Aware Plus subscription, you get 24/7 continuous video history (CVR) for the last 10 days, and EBR history (events with gaps) after that. 
• If you have a 1st Gen Nest Aware subscription, you get 24/7 continuous video history. Use this article to troubleshoot. 
• If you have a Nest Aware subscription, your subscription only includes EBR. For help with video history gaps, visit Troubleshoot event-based recording.

Some of your video history is missing

You might find gaps in your camera’s video history with the words “The camera was off or offline.” These gaps happen when your camera wasn’t streaming video, because of one of the following:

• Your camera may have turned itself off according to your Home or Away settings.
  • How Nest cameras automatically switch to Home or Away
• Your camera could have turned off if you created a manual schedule.
  • How to set up a manual schedule for your camera
• Your camera may have lost power. Double check the power adapter and wall outlet, and make sure your neighborhood wasn’t experiencing a power outage at the time.
• There could have been a service outage.
• There could be an issue with your Wi-fi. You may need to troubleshoot your Wi-fi connection.
• You may not have enough internet bandwidth. You can change your camera’s video quality.
  • Learn about internet bandwidth and speed requirements.

All of your video history is missing

You need to have an active Nest Aware subscription (paid or trial) for your camera to record video. 

All of your video history will go away and you’ll only be able to watch live video if:

• The Nest Aware trial expired before you signed up for a paid subscription.
• The Owner of the Nest home canceled the paid Nest Aware subscription.
• The Nest Aware subscription was automatically canceled because the credit card associated with the subscription expired. Before this happens, the Home Manager or Owner of the Nest home gets a series of emails asking them to update their payment info.

Note: You can’t view video history through a public or password-protected link (instead of the Nest app), live streaming is the only option.