Fix issues saving a video clip

As a Google Home Premium subscriber, you can save video clips of important events from your video history.

Check the requirements to save clips:

- These Nest cameras and doorbells come with 6 hours of Event Video Previews:
  - Nest Doorbell (wired, 3rd gen)
  - Nest Cam Outdoor (wired, 2nd gen)
  - Nest Cam Indoor (wired, 3rd gen
- These Nest cameras and doorbells come with 3 hours of event-based history:
  - Nest Doorbell (wired, 2nd gen)
  - Nest Doorbell (battery)
  - Nest Cam (battery)
  - Nest Cam (wired)
You need an active Google Home Premium subscription to get 30 days of event-based history or 60 days of 24/7 video history, depending on your subscription.
If your subscription includes 24/7 video history, you can choose which footage to save.
- Clips in the Home app: Event-based history clips can be saved directly to your phone. If you’re using the Google Home for web, clips are saved directly to your computer.
- Clips in the Nest app:
  - Clips need to be at least 15 seconds long.
  - Clips can't be longer than one hour. If your selection is longer, the Nest app will automatically switch it to a timelapse.
  - You can create a timelapse of up to 24 hours of video.
  - Your Nest app account stores up to 3 hours of clips.

Google Home app

Your clips are saved directly to your phone's photo app. If you use Google Home for web, clips are saved directly to your computer.

To clear storage space on your device, upload files to a cloud storage and delete them from your device. After you clear some storage space, try to download the clip again.

Nest app

If the clip exceeds your remaining clip storage space, you may get a message that states "You can only have 3 hours of clips. You need to delete some clips before you can create new ones."

Try to move the start and end times of your clip and save it again.
Check the clip length and make sure you have enough storage left.
- You can have up to 3 hours of clips.
- If you're out of storage, delete some clips to make more room.
- Download any clips you want to save before you delete them.

To make room for new clips, make your clip shorter, or delete older clips.

Understand gaps in your video history

If you have an event video history Google Home Premium subscription, the video history view will show you gaps between events. These gaps are normal.
If you have a 24/7 video history subscription, you'll only find gaps if your camera was turned off or offline.
If you have a 1st gen Nest Aware subscription, you'll only find gaps in your camera's video history if your camera was turned off or was offline.

Check your wireless connection

If you receive this error message, it means that the Google Home Premium service has trouble saving your clip: "Make sure you have a good connection. If you're using cellular data, switch to Wi-Fi or wait for a better signal." Switch your phone to Wi-Fi or wait for better reception if you have a cellular connection that isn't strong.

Switch browsers or devices, or restart

On a computer:

Temporarily disable browser extensions, add-ons, or settings.
Use a different web browser to sign into your account at home.google.com or home.nest.com and save a clip.
If it’s still difficult to save a clip, restart your computer.
Switch to a phone or tablet and try to save a clip.

With a phone:

Sign out of the app and close it. Reopen the app, sign in, and try to save a clip.
Restart your phone, then try to save the clip again.

Nest app users only: Switch to a computer and sign into your account in the Nest app at home.nest.com. Then, try to save a clip on your computer.

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