topic Re: Nest app crashing on iPhone in Apps / Account

Nest app crashing on iPhone

MarcoLit — Thu, 12 Jan 2023 07:22:31 GMT

I have an iPhone 14 pro iOS 16.1.2 and for the last couple months my Nest App heats up my phone after viewing a camera or video after about five minutes of playback on one of my Google hub cameras and then the app crashes and kicks me off the app. I have uninstalled and then reinstalled the app a couple times but hasn’t fixed the issue.

Any other suggestions?

Re: Nest app crashing on iPhone

Mlabrador — Thu, 19 Jan 2023 00:04:05 GMT

Hi Marcolit,

Thanks for posting in the Community. Let's sort this out.

Have you tried using another mobile phone to see if it has the same issue? Also, when you use the Google Home app to view the cameras does it also heat up? Keep me posted.

Best,

Nikki

Re: Nest app crashing on iPhone

MarcoLit — Thu, 19 Jan 2023 02:44:55 GMT

I just installed the app on my other iPhone 14 pro and the same thing happened. After about five or six minutes of watching one of our security Google hubs video the app crashed as well.

Re: Nest app crashing on iPhone

Princesss — Thu, 26 Jan 2023 00:13:24 GMT

Hi MarcoLit,

We're sorry for this inconvenience that this has caused you. Is there a way you can try using an Android phone? That way we can rule out that the issue is within iOS devices only.

Let me know if you still encounter the same.

Best,

Princess

Re: Nest app crashing on iPhone

janthadeus — Sun, 29 Jan 2023 01:25:37 GMT

Hey there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

I appreciate the help here, Nikki and Princess.

Thanks,

Re: Nest app crashing on iPhone

marcolit50000 — Sun, 29 Jan 2023 05:30:43 GMT

Yes… It is crashing every time I’m on my phone app looking at a video for a few minutes. I do not have an Android to put it on. My son is having the exact same problem on his iPhone iOS 16.. latest version. Also, as I stated on my previous emails, it also happens on my wife’s iPhone. We have removed the app and reinstalled on the phones and continues to crash.

Re: Nest app crashing on iPhone

janthadeus — Mon, 30 Jan 2023 03:17:31 GMT

Hi there,

Thanks for sharing that with us. Let’s further check this — a few questions: is there a pending iOS update? Is there enough memory on your phone storage? Also, have you tried checking it on a web browser if the same issue occurs?

Here are some troubleshooting steps you can also try:

Check for software updates on your phone. Obsolete OS versions may break some app functionality.
Verify your device’s Date and Time settings are correct and automatically set:
- Settings > General > Date and Time.
- Tap Set Automatically > toggle it off and then back on.
- Make sure that the timezone, date, and time are correct.
Go to Settings > Privacy > Location Services > Nest.
Switch your connection from Wi-Fi to cellular data. Observe if there’s any changes on the app’s functionality.
Restart your phone. Turn it off for 60 seconds. Then, turn it on.
Try another device if your Nest app works with no issues.

Let me know how it goes.

Thanks,

Re: Nest app crashing on iPhone

marcolit50000 — Mon, 30 Jan 2023 04:01:33 GMT

See my responses in CAPS:

Hi there, Thanks for sharing that with us. Let’s further check this — a few questions: is there a pending iOS update? NO Is there enough memory on your phone storage?YES, PLENTY Also, have you tried checking it on a web browser if the same issue occurs? YES, NO ISSUES ON WEB BROWSER Here are some troubleshooting steps you can also try: Check for software updates on your phone. I DID & NONE Obsolete OS versions may break some app functionality. Verify your device’s Date and Time settings are correct and automatically set: Settings > General > Date and Time. THEY ARE Tap Set Automatically > toggle it off and then back on. DONE (NO HELP) Make sure that the timezone, date, and time are correct.IT IS SET Go to Settings > Privacy > Location Services > Nest.DONE (NO HELP) Switch your connection from Wi-Fi to cellular data. Observe if there’s any changes on the app’s functionality. Restart your phone. Turn it off for 60 seconds. Then, turn it on. Try another device if your Nest app works with no issues.TRIED ON MY WIFE & SON'S (UPDATED) IPHONES AND SAME ISSUE Let me know how it goes. Thanks, JT.......As previously mentioned, same issue is happening on the other iPhones .

Re: Nest app crashing on iPhone

janthadeus — Mon, 30 Jan 2023 22:46:24 GMT

Hey there,

Thanks for the update. We'd like to further investigate this — could you fill out this form and let us know once you're done?

Looking forward to your response.

Thanks,

Re: Nest app crashing on iPhone

marcolit50000 — Tue, 31 Jan 2023 02:50:08 GMT

I filled out the form that you asked. Will this help resolve this ongoing issue? This has turned into a time consuming issue with no results.

Re: Nest app crashing on iPhone

jennyH3 — Tue, 31 Jan 2023 15:54:26 GMT

I am having the SAME problem. All 5 people in our house the SAME problem. 5 iPhones and 4 iPads. All devices are up to date & within 3 yrs old.

ZERO help from google - both the nest & google home apps crash.

The responses I keep getting and when I google my issue EVERYONE has the same problem. Google wants us to try all of these “fixes” on our phones/iPads.

clearly this is an issue on there end.

we have had best for 6 years pay for all of the recording subscriptions & I can’t use any of it!!!

who can we speak to to fix this. I’m not filling out any more forms & im not uninstalling and installing my app for the 10th time on 5 iPhones and 4 iPads.

Worst customer service ever!!!!

Re: Nest app crashing on iPhone

MarcoLit — Tue, 31 Jan 2023 16:26:57 GMT

Wow! Sounds like they definitely don’t have a fix and but acting like they are trying to fix so they can keep charging their annual fee. Very frustrating!

Re: Nest app crashing on iPhone

Alpi2 — Wed, 01 Feb 2023 23:43:12 GMT

Yes the app keeps crashing. They fix it soon or I’ll change camera systems.

Re: Nest app crashing on iPhone

jennyH3 — Thu, 02 Feb 2023 00:39:28 GMT

I was trying to look at something today - put phone horizontal and crashed. Opens again same - try to go back to see recording same.

I like to see who is at my door before we answer it. Hard to do when you open the app and off it goes.

it’s ridiculous - I have like 16 cameras in/outside my house & the doorbell. That’s a couple thousand $$. Not to mention the subscription recording service that I can’t even use bc app shuts off.

horrible customer service - no one has answers just excuses they make it seem like it’s our phones fault.

Re: Nest app crashing on iPhone

Cenermayer — Mon, 13 Mar 2023 01:08:35 GMT

same here, Nest and Google home app both crashing after a few seconds. Impossible to view camera feeds. Is anyone at Google doing something about this???? iOS 16, iPhone 14 pro

Re: Nest app crashing on iPhone

MarcoLit — Mon, 13 Mar 2023 01:20:31 GMT

They have stopped responding to me. Apparently they’re very good at collecting their premiums but not fixing their tech crashing issues. I certainly welcome any kind of support they can provide.

Re: Nest app crashing on iPhone

Brad2 — Sun, 19 Mar 2023 00:15:24 GMT

Having same issue. Any updates????

Re: Nest app crashing on iPhone

Brad2 — Sun, 19 Mar 2023 00:20:14 GMT

Any update on a fix for nest app crashing on iPhone? Works fine on all other devices I have.

Re: Nest app crashing on iPhone

MarcoLit — Sun, 19 Mar 2023 00:25:11 GMT

ZERO! No one from Google has offered any solutions. Pretty amazing this hasn’t made bigger news out there.

Re: Nest app crashing on iPhone

Cpagility — Mon, 27 Mar 2023 14:22:48 GMT

Same problem with my iPhone. It’s very frustrating. It started crashing several months ago. Makes it nearly impossible to review video.