If your set-up meets the requirements for HomeKit Secure Video (Nest Aware, iCloud+ and one or more supported Nest cameras) but you do not see your camera's recorded event timeline in the Apple Home app, or if camera activity does not result in recording to the event timeline, please complete the checks in order as listed below.
Check that HomeKit Secure Video in enabled in Starling Home Hub's configuration
When you set up your hub, HomeKit Secure Video is initially turned off for all cameras.
To turn on HomeKit Secure Video to enable event recording, go to the Starling Home Hub app, navigate to the HomeKit Secure Video Recording section, and select (check) the cameras you wish to enroll. Up to 10 cameras can be selected. If a camera is not shown in this list, it means that it does not support HomeKit Secure Video.
Check camera is connected to a power outlet
If you have a Nest Cam (battery), it must be plugged in to a power outlet for HomeKit Secure Video to record events. No events will be recorded while the camera is running off battery or solar power. Nest Doorbell (battery) does not support HomeKit Secure Video due to product limitations, even when wired to a doorbell transformer.
Check Google Home app settings
In the Google Home app, go to the camera's live view, press the 'gears' icon at the top to navigate to the camera's settings, press Video, then make sure that Video history is not set to Off.
Then, in the camera's settings, press Events and check the camera is set up to detect the events that you are interested in (for example, people) under Seen events.
Check and reset event recording settings in Apple Home
Start the live view for your cameras, then press the 'gears' icon at the top of the screen. Select Recording Options, then make sure that When Home and/or When Away are set to Stream & Allow Recording. We also recommend that, under, More Options, you select Any Motion is Detected.
If event recording previously worked for you but your camera is no longer recording events, please set When Home and When Away back to Stream, wait a few moments, then set When Home and When Away back to Stream & Allow Recording. This will reset the event recording system on the HomeKit side.
Check and restart all Apple HomeKit Hubs
HomeKit Secure Video, including iCloud recording, is managed by all Apple TVs and HomePods configured to act as Apple HomeKit Hubs. To check these devices, in the Apple Home app, press '...' top right, Home Settings, Home Hubs & Bridges and look under the HOME HUBS section at the top. All listed Apple HomeKit Hubs should show as Connected or Standby. Please unplug power from all devices (Apple TVs and HomePods) listed under HOME HUBS, wait 5 seconds, then plug them all back in.
If the HOME HUBS section is not shown at all, it means you do not have an Apple HomeKit Hub configured, and so you will need to set one up as per Apple's HomeKit Hub set-up guide.
Reliability issues in homes with multiple Apple HomeKit Hubs (Apple TVs / HomePods)
If you have multiple Apple HomeKit Hubs (Apple TVs / HomePods) and you are experiencing unreliability with HomeKit Secure Video event recording or notifications, you may need to set the Publish cameras as unbridged HomeKit accessories option under Advanced Settings in the Starling app. Please follow the instructions in this support article.
What to do if you still have issues
If you have followed all the steps in this guide and HomeKit Secure Video recording is still not working correctly for you, please contact Starling Support with a complete description of your problem.