topic Re: Nest app never loads in Apps / Account

Nest app never loads

roningaia — Thu, 13 Jul 2023 14:16:47 GMT

For the past month my wife and myself (on the same model phones and versions) have been unable to use the Nest app. We are on an iPhone 14 Pro on iOS 16.5.1. Nest app version is 5.7.1.0.27.

The Nest app will just get to the main loading screen with the home icon and sits there spinning. Sometimes the spinning wheel will freeze. If you do let the app sit there for a good 5+ min it will sometimes load up very slowly. It will then show all my Nest products but get frozen again waiting for something else to load? After another few minutes the app becomes usable. My wife and myself have deleted the apps, restarted our phones, and several other things to attempt to fix this issue. The funny thing is that notifications come in just fine and I can preview them from the Notification Center, but any interaction with the Nest app just doesn't work.

My parents also have Nest, same phone models and versions again, and their Nest loads just fine. This leads me to believe something is wrong with my account? If I use the Google Home app (or a web browser) things load up just fine, but obviously that isn't the fix because the Nest app has all the detailed features that the Google Home app doesn't have.

I'm using original Nest products, before the Google takeover.

If anyone has experienced this before and found a way forward I would greatly appreciate it!

Re: Nest app never loads

ebeato — Thu, 13 Jul 2023 22:31:03 GMT

I am experiencing the same problem as of this afternoon with an Android!

Re: Nest app never loads

ELL2 — Fri, 14 Jul 2023 17:18:38 GMT

Same problem with the same devices. This is maddening!

Re: Nest app never loads

roningaia — Fri, 14 Jul 2023 23:22:43 GMT

Glad to see I’m not the only one then. I’ve tried several things again today but have no way to reproduce a “fix”.

I’ve tried searching around the forum too and haven’t seen any other active topics regarding this issue.

Re: Nest app never loads

Juni — Tue, 18 Jul 2023 16:31:12 GMT

Hi folks,

Thanks for reaching out and for the details you shared. See the steps below and let us know if it worked for you.

Verify the device’s Date and time settings are correct:
1. Settings General Date and time.
2. Toggle off and on Automatic date and time.
3. Check the box for Automatic time zone.
Confirm that the Nest or Google Home app has permissions to use the phone's location.
Test if the issue persists on both Wi-Fi and cellular data, if available.
Force quit the app.
Clear cache and storage.
Reinstall Nest app.

Regards,

Juni

Re: Nest app never loads

roningaia — Thu, 20 Jul 2023 16:42:38 GMT

Juni,

I've tried all of these things again and prior for the past month or two. I've found no way still on how to move forward on this issue.

Re: Nest app never loads

Juni — Fri, 21 Jul 2023 21:20:15 GMT

Hi roningaia,

Understood. Since the steps didn't work on your end, we'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once done.

Thanks,

Juni

Re: Nest app never loads

Dan_A — Mon, 24 Jul 2023 21:23:15 GMT

Hey there,

We haven't received your form. Have you had a chance to fill it out?

Kind regards,

Dan

Re: Nest app never loads

roningaia — Tue, 25 Jul 2023 00:49:09 GMT

Filled it out, sorry for the delay, had a busy weekend. Let me know if you need anything else!

Re: Nest app never loads

EdmondB — Thu, 27 Jul 2023 01:48:09 GMT

Hi there,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.

Regards,
Edmond