If your camera uses event-based recording (EBR) and experiences issues, you may see incorrect camera events, receive too many notifications or miss important activity. Select the issue that you’re experiencing below to troubleshoot.
Troubleshoot false events and undetected activity
Your camera detected something but it wasn't important activity
Although your camera uses advanced learning algorithms to recognise important motion activity, fast-moving shadows and lights may still be detected as motion.
If your camera repeatedly detects shadows or light in the same area, you can use Activity Zones to reduce the amount of camera alerts that you get for that zone.
In addition, things that sound similar to what your camera tries to detect may cause false alerts too. For example, your camera may detect people on your television as a real event in your home.
Something happened but your camera didn't pick it up
Follow the steps below to troubleshoot. After each step, check whether your camera can detect sound and motion by looking in the Home app’s Feed or the Nest app’s video history for new activity.
Important: An EBR subscription only records clips of important sound and motion events. So, you will see some dark grey areas in your timeline with 'No activity detected, even when your cameras are on and streaming video. These grey areas are normal. Follow the steps below only if your history didn’t report events that you expected your camera to detect.
1. Check that power, Internet connection and Wi-Fi are on
Your camera must be connected to power in order to work. If your Internet connection or Wi-Fi is down in your home, your camera cannot notify you when it detects activity.
Check that the power is on in your home and your camera is plugged into a working power socket. If there are power issues for your home or socket, contact your electricity service provider for assistance.
Make sure that your device is connected to your Wi-Fi network and the network is connected to the Internet. If your device is on but still says that it’s disconnected, troubleshoot Wi-Fi connection issues.
2. Check that the camera and microphone are on
The camera needs to be on for your camera to detect motion from things like people and vehicles. The microphone on your camera also needs to be on to detect sounds like talking or glass breaking.
Turn on your Nest camera in the app.
In the Home app home screen, tap your camera > tap Settings in the top-right corner of the screen > toggle the switch next to Camera on/off to turn on the camera.
In the Nest app home screen, tap your camera > tap Settings in the top right corner of the screen > toggle the switch next to Camera On/Off to turn on the camera.
If you have physical access to your Nest Hub Max, you can also turn on the camera in two different ways:
Swipe up from the bottom of the display screen, then tap the Camera icon. Your display will tell you whether you’ve turned the camera on or off.
Toggle the switch on the back of the display. This will turn on both the camera and microphone.
3. Make sure that the camera can spot the activity that you want
You may need to move your camera or change something in the camera’s view to improve motion detection results.
Read detailed information about how to make the most of your camera if you have EBR.
Your camera recorded activity but you didn’t get a notification
Turn on notifications in the Nest app to receive camera alerts on your phone. You cannot currently receive notifications for camera events in the Home app.
If notifications are turned on, check whether similar activity has recently occurred in the Home app’s feed or the Nest app’s event history. You shouldn’t continue to receive notifications for an ongoing event.
You're receiving too many notifications
Use the Nest app to change the following settings to reduce the amount of notifications that you get from camera events.
Changing notification settings
You can change the types of notifications that you receive, when they can be sent, and even the kind of activity that you want to get notifications for. To learn how to change notification settings, go to our Learn about camera alerts article.
Switch your home to Home mode
If you don’t want to receive notifications for activity that your camera detects while you’re at home, you can switch your home to Home mode in the Nest app to turn the camera off. Your camera will not send you alerts for activity while the video stream is off.
There are a couple of ways to switch between Home and Away modes in the Nest app:
You can manually switch to Away or Home mode to turn your camera on or off when you leave or come home.
You can also choose whether each of your cameras can switch automatically when you leave or come home with Home/Away Assist.
Use Activity Zones
You can set your camera to only detect activity outside of a specific Activity Zone. That way, your camera won’t send you alerts for areas where unimportant activity occurs.
For example, if you have a doorway in your home that children or pets walk by often, your camera may send a lot of unwanted notifications. You can create an Activity Zone for the lower half of the doorway and set alerts for motion outside of that zone. That way, when a child or pet walks past the doorway, you won’t be notified.