topic Re: Nest Protect not sending phone notification! in Nest Protect

Nest Protect not sending phone notification!

Ktnova — Tue, 06 Feb 2024 13:49:13 GMT

Just bought six of these Nest protects after being marketed the benefit of getting phone alerts and getting notification before full alarm. Purchased 1/8/24 direct from Google store now this morning 2/6/24 (not even a month!) can confirm NO ALERT RECEIVED AT ALL on any devices - all iOS. Of course early morning and for not for any actual fire/smoke/CO!

YES notifications are all set to on. YES internet is working and systems are connected. Again, I set these up less than a month ago with everything showing consistent green.

I see many other threads without conclusion on this topic - is there any plan for this fix???

Re: Nest Protect not sending phone notification!

JillG — Tue, 06 Feb 2024 15:49:24 GMT

Hi @Ktnova

I'll escalate this over to our Nest Community Specialists as I know there are other posts without resolution.

I'm sure you have looked through the Nest notifications not working - Google Nest Help guide.

Jill

Re: Nest Protect not sending phone notification!

Ktnova — Tue, 06 Feb 2024 17:30:08 GMT

Thank you Jill - please keep this thread open until issue resolved

Yes I have looked through the guide and still experiencing the issue

Re: Nest Protect not sending phone notification!

Lance_L — Tue, 06 Feb 2024 17:46:55 GMT

Hi everyone,

@Ktnova, thanks for reaching out to the Community and sharing all the details. I’m sorry to hear that you’re having issues with Nest Protect. Let’s check it out.

Please try the troubleshooting steps below and let me know how it goes.

Open your iPhone's Settings > General > Date and Time. Tap Set Automatically, toggle it off, and then turn it back on. Make sure that the time zone, date, and time are correct.
Go back to Settings > Privacy > Location Services > Nest. Make sure the Nest app has permission to use the phone's location.
Check for any updates for the Nest app in the Apple App Store.
Check for any iOS updates and install them if there are any.
Turn off notifications for Nest Protect.
Uninstall the Nest app, restart your iPhone, and then reinstall the Nest app.
Turn notifications back on for each Nest Protect.

Keep me posted.

I appreciate your help, JillG.

All the best,

Lance

Re: Nest Protect not sending phone notification!

Ktnova — Tue, 06 Feb 2024 20:25:04 GMT

Hi Lance,

Thank you for the response. I have went through the steps but note the last item, 7 is not possible because there is no way to turn off and on Nest protect notifications.

Also how do I confirm that the notifications are working? I did not receive notification while performing test so can only assume it is still not working.

Re: Nest Protect not sending phone notification!

Wizaardd — Tue, 06 Feb 2024 22:27:07 GMT

Same issue here. Just set up a nest protect in my kitchen and tested 3 times with candle smoke and ZERO notifications

Re: Nest Protect not sending phone notification!

AllieB2 — Wed, 07 Feb 2024 02:40:27 GMT

I am here because I am having the same issue! I get notifications for my locks but not for the smoke detectors.

Re: Nest Protect not sending phone notification!

Lance_L — Wed, 07 Feb 2024 13:20:57 GMT

Hey folks,

@Ktnova, thanks for circling back. Since the steps didn't work on your end, I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

@Wizaardd and @AllieB2, thanks for joining the conversation. Have you tried the recommended steps above? If yes, how was it?

Let me know if you have any questions.

Regards,

Lance

Re: Nest Protect not sending phone notification!

Wizaardd — Wed, 07 Feb 2024 14:20:07 GMT

So I did another test, I changed the nest app to "Away" and I got the notification this time, do notifications only come through if its set to "Away" and not "Home"?

Re: Nest Protect not sending phone notification!

Lance_L — Wed, 07 Feb 2024 15:48:40 GMT

Hi everyone,

@Wizaardd, I appreciate you testing that for us. The Nest Protect only uses the Home/Away Assist to check when to run an Automatic Sound Check test. So you should still get notifications even if the structure state is set to Home. If you haven’t done so already, please perform the troubleshooting steps given above and let me know how it goes.

Best,

Lance

Re: Nest Protect not sending phone notification!

Ktnova — Wed, 07 Feb 2024 16:43:10 GMT

Hi Lance, I submitted the form. As it seems there are many others with this issue and I am still experiencing the issue - please keep this thread open.

Re: Nest Protect not sending phone notification!

Lance_L — Wed, 07 Feb 2024 17:00:06 GMT

Hello folks,

@Ktnova, we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Cheers,

Lance

Re: Nest Protect not sending phone notification!

Ktnova — Mon, 12 Feb 2024 15:18:24 GMT

Providing an update here. After submitting the form and waiting about a week, I got an automated email telling me to turn on my phone notifications and that should fix it. Obviously this was done.

Very disappointed in Google support here. Issue still not resolved.

Re: Nest Protect not sending phone notification!

Lance_L — Mon, 12 Feb 2024 16:25:18 GMT

Hey everyone,

@Ktnova, thanks for circling back. I’m sorry to hear that this isn’t resolved yet. I’d suggest responding to the email sent by our support team and letting them know that the steps they have provided have already been completed and didn’t fix the issue. You may reply to the email they sent to continue the conversation on that channel.

@Wizaardd and @AllieB2, how’s it going with your Nest Protect? Do you still need help? Reach out if you have further questions.

Best regards,

Lance

Re: Nest Protect not sending phone notification!

Ktnova — Tue, 13 Feb 2024 16:10:14 GMT

Another update. Apparently they will not read my response to the support email and instead they are telling me I need to open up another ticket? I am not under the impression that this issue has a solution.

Re: Nest Protect not sending phone notification!

Lance_L — Tue, 20 Feb 2024 18:48:48 GMT

Hi folks,

@Ktnova, I’m sorry for the delayed response here. A new version of the Nest app has been recently rolled out, which contains bug fixes and improvements. Please check if you already have the latest version on your mobile device.

Check for any updates for the Nest app in the Apple App Store. The latest version is 5.75.
Check for any iOS updates and install them if there are any.
Uninstall the Nest app, restart your iPhone, and then reinstall the Nest app.

@Wizaardd and @AllieB2, do you still need any assistance? Let us know if you have any questions.

Cheers,

Lance

Re: Nest Protect not sending phone notification!

Ktnova — Tue, 27 Feb 2024 18:58:16 GMT

Hi Lance,

I downloaded the updated version and am still experiencing the issue - no notification with alarm. I’m still rather frustrated with this issue and seems like there is no plan for fix?

Re: Nest Protect not sending phone notification!

Ktnova — Tue, 27 Feb 2024 19:03:35 GMT

I would also like to note that when testing with a candle smoke, while the alarm was actively going off the app was not registering that smoke was detected and therefore you could not turn off the alarm with your phone as is widely advertised for this product.

Re: Nest Protect not sending phone notification!

Ktnova — Tue, 05 Mar 2024 17:15:46 GMT

Hi Lance,

Checking in and wondering if there is any update? Can you assure me that the tech support teams are aware of this issue and working on it?

Doing more research this apparently has been a problem for quite a while and there is still no solution…

https://www.reddit.com/r/Nest/comments/16e9px3/nest_protect_notifications/

https://www.reddit.com/r/Nest/comments/pr025m/protects_do_not_send_push_notifications_from_nest/

sharing a couple Reddit threads although I see tons of them! Also this is not the first Google inquiry with this issue…

Re: Nest Protect not sending phone notification!

Lance_L — Wed, 06 Mar 2024 14:46:48 GMT

Hello everyone,

Apologies for the delayed response. For those affected by the same issue, could you please confirm the following?

Nest App version.
iOS or Android version.
Nest Protect software version. Open the Nest app > Go to Settings > select the affected Nest Protect > tap Technical info > look for the version number.

I look forward to your responses.

Best,

Lance