Troubleshoot video history gaps or missing parts

If your Nest Aware subscription has continuous video recording (CVR), you’ll only see gaps in your camera’s Sightline if your camera was turned off or was offline. Use this article to determine why your camera may not have been recording.

Reminder: If you have an event-based recording (EBR) subscription, gaps in your camera’s Sightline are normal. For help with your EBR history, use this article to troubleshoot.

Some of your video history is missing

If there are gaps in your video history, there were times when your camera wasn’t streaming video. When you try to watch video from those times, the app screen will be black and say No video.

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 cancelled the paid Nest Aware subscription.
  • The Nest Aware subscription was automatically cancelled 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.
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