topic Re: There is a problem connecting to the nest services in Cameras and Doorbells

There is a problem connecting to the nest services

JohnF — Fri, 27 Aug 2021 21:20:59 GMT

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original poster: Kent Friman

So my Nest app starting to do say this to me, There is a problem connecting to the nest services, Its been doing this 4 days, whats the problem?

Re: There is a problem connecting to the nest services

rbshawn — Wed, 29 Sep 2021 21:33:42 GMT

This has been happening to me as well for years in the mobile app, it’s frustrating. I’m using an iPhone. If you keep clicking retry it here’s you in for a short time. But it always starts right back up.

Re: There is a problem connecting to the nest services

SourdoughLoafer — Fri, 08 Oct 2021 17:44:20 GMT

I'm continually seeing the same issue from the mobile app. Unclear if it's related to my configuration -- but worth calling out that I have multiple houses (each with a Nest Hello, one with a secondary Outdoor cam, both contain additional Protects). The drop pretty reliably happens within a minute. Try Again always successfully reconnects, but it'll quickly drop connection again.

This happens regardless of home/camera. It does *not* repro from home.nest.com/camera however. Just on the iOS app, across both iPhone and iPad. Devices are all on the latest OS and app version as well, FWIW.

I've seen a few threads regarding this, and hoping that someone can take a deeper look. Help?

Continual dropped connections from iOS app (both phone / iPad).

SourdoughLoafer — Fri, 08 Oct 2021 17:51:30 GMT

For the past few months, I've been seeing very reliable drops in connection when using the iOS mobile apps. Clicking on a camera followed by a few seconds later it dropping connection with the "There was a problem connecting to the Nest service. Try again in a few minutes." Try again will consistently restore connection until it drops again (generally in a few seconds -- less than a minute max).

I'm unclear if it's related to my configuration -- but worth calling out that I have multiple houses (each with a Nest Hello, one of which also has a second Outdoor cam as well; and both contain additional Nest Protects).

This happens regardless of home/camera. It does *not* repro from home.nest.com/camera however. Just on the iOS app, across multiple devices though: both iPhone and iPad. Devices are all on the latest iOS and the app is up to date. I've attempted to delete and reinstall the app (no luck). Sign out / sign in. My account has been migrated to Google Login.

I've seen a few threads regarding this, and hoping that someone can help engage to take a deeper look. Any diagnostics I can provide? Hoping I can get some help, as this makes the overall experience really degraded.

I also suspect this should be notable in client diagnostics, given how frequenly folks appear to be seeing this in the Community posts (there's at least a few); and in app store reviews.

Thanks in advance for the help!

Re: There is a problem connecting to the nest services

GarrettDS — Tue, 12 Oct 2021 20:47:31 GMT

Hey there,
Sorry for the late response, but I wanted to drop in here to help.

I understand that these issues can be confusing but I definitely wanted to stop by and see how I could help.

Just wanted to double check to see if you were still needing help on this? If so, what troubleshooting steps have you tried?

Please let me know.

Best regards,
Garrett DS

Re: There is a problem connecting to the nest services

SourdoughLoafer — Tue, 12 Oct 2021 20:51:08 GMT

Thanks @GarrettDS for the reply. Indeed, this still happens. I mentioned below a number of steps I've taken -- signing out/in, reinstalling the app. Note that this repro's across two different devices, so does not appear device specific. Nor does it repro on the home.nest.com web site.

(Our configuration is also pretty complicated with a bevy of cameras and protects in two different houses, so really hoping that you're not going to suggest re-provisioning all of them! I've seen a number of app store reviews in recent history that also indicate a number of folks are seeing the same issue. So maybe I'll ask: how can I help provide diagnostics or repro. It seems like there's an issue here someone on the dev team should be interested in fixing...? Happy to connect and help if this isn't able to be reproduced by anyone on the team!)

Re: There is a problem connecting to the nest services

GarrettDS — Wed, 13 Oct 2021 17:15:37 GMT

Hey there,

Sorry to hear that you're still having issues with this, I'm sure it's frustrating. Typically since you've tried a lot of the troubleshooting steps that we would provide, we would ask that you do a factory reset on the devices or uninstall and reinstall the app.

If that is not something that you wish to do, I would suggest sending feedback into our engineering team by using this link and they will look into this further.

Please let me know if you have any further questions.

Best regards,

Garrett DS

Re: There is a problem connecting to the nest services

SourdoughLoafer — Wed, 13 Oct 2021 20:57:56 GMT

Thanks @GarrettDS. While I'll definitely give that a try, I'll mention that the link provided above steers folks to submit app logs from the Google Home app -- not the Nest app. I'm just guessing here, but suspect this isn't going to have logs for the app issue we're seeing. (It's worth mentioning that I don't see any disconnect issues from the Google Home app, just the native Nest app on iOS.) While I'm submitting regardless, I am curious if this is the /best way/ to gather logs from the Nest app to forward them on to the dev team? Note that I'm happy to install Charles proxy if network traces would help, etc. Anything I can do to help.

Re: There is a problem connecting to the nest services

GarrettDS — Thu, 14 Oct 2021 15:31:09 GMT

Hey there,

I appreciate the lookout on this, however, that feedback is going to our Google Nest team, who covers both the Google app and the Nest app as we don't have a separate team for the different apps. So any logs that are covered there, please feel free to submit them.

Please let me know if you have any further questions.

Best regards,

Garrett DS

Re: There is a problem connecting to the nest services

Thefalconer08 — Sun, 24 Oct 2021 12:56:44 GMT

I am having the same issue, and my setup is very simple with just 3 nest cameras in my home. When clicking a camera to view in a bigger picture, every time it works for a few seconds and then reverts to the blue screen saying “cannot connect to network services. Try again in a few minutes.” From the above discussions, it sounds like y’all do not know why this is happening nor have a fix for it.

-Don

mobile app

Re: There is a problem connecting to the nest services

Smarthomewizard — Sat, 30 Oct 2021 14:47:36 GMT

I also get this same issue. It’s so bad I cannot even change the schedule on my best because it disconnects too often. I can’t look at camera history either because scrolling through also causes it to disconnect. I’ve tried turning off cell, turning off wifi, turning off background app refresh, reinstalling the app, logging out, but nothing seems to fix the issue. The app is basically unusable the way it is.

Re: There is a problem connecting to the nest services

Thefalconer08 — Sat, 30 Oct 2021 15:36:18 GMT

I just ditched the Nest. They’re subpar cameras anyway. I went with a local technician to install some 4K cameras that ADT uses in their systems. It is NOT affiliated with ADT though, so no monthly service. All cameras are Cat 6 PoE with a central monitoring dvr, connected via hdmi directly to my LG OLED TV. And oh yes, there is an independent app as well. Fricken LOVE IT. $1200 total with 5 year warranty on the entire system AND install. Ditch Nest.

Re: There is a problem connecting to the nest services

Smarthomewizard — Sat, 30 Oct 2021 15:53:41 GMT

This isn’t really helpful in fixing my problem. I don’t want to spend another $xx on a different camera system.

Re: There is a problem connecting to the nest services

SourdoughLoafer — Sat, 30 Oct 2021 17:24:04 GMT

*Nod*

FWIW, I’m /still/ in the same boat. I’ve yet to hear from anyone on the team to confirm that they understand the issue, to help debug, or really — any other contact at all after following @GarrettDS’s recommendation to submit diagnostics. I appreciate that there are folks here trying to do their best, but it doesn’t seem to be connecting with folks who are empowered to resolve the issue.

I have no inside information, but my overall sense is that the Nest team is likely focusing on the Google Home app; and isn’t prioritizing Nest app updates anymore (although I’d love to be proven wrong).

The one redeeming thing I can say: you can in fact get to much of the functionality via the Google Home iOS app. And it doesn’t repro the issue for me there; nor on the web interface (home.nest.com). The gap is that the GHome app is not feature comparable; and many scenarios require more clicks. (Overall experience is lacking the focus, as well as the polish the iOS Nest app provided.) It’s given me some hope that a future update will make me feel happier, but I’d also likely not recommend best cams currently to anyone new considering the product in the interim. 😢

I’d like to hope that this may get through yet but not sure how optimistic I am. 🤞

Re: There is a problem connecting to the nest services

Ramin8or — Sun, 31 Oct 2021 16:08:04 GMT

There is a major authentication problem with Nest App or home.nest.com when using Google Account on iPhone with latest iOS version 15 to connect to Nest Service. After upgrading to iOS 15 I can only connect to Nest service for less than a minute before it kicks me out and asks me to sign in again with google account. Here’s the message:

There was a problem connecting to the
Nest service. Try again in a few minutes.

This is a major problem with no work around. What is the best way to report this to Google Nest team? Just try using Nest App on iOS 15 for 1 minute you’ll see it consistently.

Re: There is a problem connecting to the nest services

Thefalconer08 — Sun, 31 Oct 2021 18:54:54 GMT

I agree, which is why I’m not a Nest rep in any way. However, I can just say that the best aware monitoring you’d receive for $14 per month is simply not worth it when you consider buying your own system and monitoring it yourself. $600 for 6 cameras in 4K. Or keep paying nest for a service that you can’t use and or routinely screws up simply because of an iOS upgrade. You can hardwire everything with 6 of your total $600 cameras and have peace of mind knowing the functionality is solid with FREE 24/7 review, recording, sharing.

Re: There is a problem connecting to the nest services

Thefalconer08 — Sun, 31 Oct 2021 18:56:04 GMT

Sell your nest cameras to some poor bloke and move into the more professional realm of home security systems.

Re: There is a problem connecting to the nest services

Smarthomewizard — Sun, 31 Oct 2021 19:35:39 GMT

Thanks but still not interested.

Re: There is a problem connecting to the nest services

jcmiller — Mon, 01 Nov 2021 23:23:15 GMT

+1 to this problem. I'm actually on 14.8 and I'm also seeing this, so I don't think it's just for people moving to iOS 15. Extremely annoying and makes the app unusable. Nest team, please help!

Re: There is a problem connecting to the nest services

FakeElvis — Tue, 02 Nov 2021 00:30:27 GMT

I’ve been seeing the same thing for a long time. IOS nest app drops connection. Hitting try again works for about a minute then drops again. This was before iOS 15 but still reproduced after upgrade.