topic Re: Nest app in Nest Protect

Nest app

DaveH — Thu, 21 Oct 2021 19:47:39 GMT

Nest app will not remain open on my Galaxy S21 5G phone. It momentarily opens (I see my address) then the error: "There was a problem connecting to the Nest service. Try again in a few minutes." I've reinstalled the app, updated and rebooted the phone, rebooted wifi network multiple times. I tried using a Motorola phone but received the same message. I have 5 new Nest Protect devices that I am trying to configure and install. These will replace 5 expired devices.

I've seen this same issue on community chat boards dating back 2 years but never a resolution. Google told me to contact the app developer but I have been unsuccessful even with their contact instructions.

Re: Nest app

Ashepherdson — Thu, 21 Oct 2021 21:05:00 GMT

. Go to Settings (assuming your running Android)

2. Select Apps

3. At the top-right corner, tap the 3 Dots

4. Select App Preferences

5. Select Reset

6. Test Nest App

Re: Nest app

DaveH — Thu, 21 Oct 2021 21:24:26 GMT

I get the same response after applying the Reset App Preferences solution. There is a momentary opening but then the error message.

I can open the Nest app on my Microsoft Surface Pro 7. When I try to add a device it tells me that additions can only be made using the Android or iOS Nest app.

Re: Nest app

DaveH — Thu, 21 Oct 2021 23:32:55 GMT

The solution for me was to log onto the Nest app from my Microsoft laptop device instead of my Android phone. Once logged on, I could remove the 5 expired devices from the account. I could then log on to the Nest app from my Android phone and configure the new devices.

It is incredibly dissappointing that Google Support could not offer this as possible solution.

Re: Nest app

Ashepherdson — Thu, 21 Oct 2021 23:50:36 GMT

When did you contact Google support? If you mean this conversation, know that it's a community forum, and I am not a Google employee, only a user who has used these devices for years and likes to help other out.

Since it worked by using your laptop that is great news, and I will keep your solution in mind should I run into this in the future!

Re: Nest app

Jake — Mon, 25 Oct 2021 17:56:50 GMT

Hey DaveH,

First, I would like to thank Ashepherdson for the helpful support.

I just wanted to follow up, and ensure everything is good to go. Please let me know if I could be of any help from here.

Best regards,

Jake

Re: Nest app

DaveH — Mon, 25 Oct 2021 19:51:14 GMT

Jake, thanks for following up. The solution I noted above allowed me to log onto the Nest app and complete the Nest Protect configuration. I haven't had further problems.

Ashepherdson, thanks for your help as well. I tried to work through Google support before coming to this community board. I think it was a person I chatted with (maybe very convincing AI). That person seemed genuinely trying to help but was totally ill-equipped. Unless your problem fits neatly into one of the auto-response solutions Google support has listed in their decision tree, you probably won't get much help there. This community board is the way to go to spur discussion and come up with answers.

Re: Nest app

Ashepherdson — Mon, 25 Oct 2021 20:04:30 GMT

Sharing knowledge and experience, always a great way to know, sometimes bouncing ideas off each other can get everyone where they need to be!

Re: Nest app

Jake — Mon, 25 Oct 2021 22:01:03 GMT

Hey DaveH,

Sorry to hear you had a poor time with support, but glad to hear everything worked out. Couldn't have said it better myself Ashepherdson! The Community is always open if you ever need to bounce ideas. (Nest related, of course) With the issue resolved, I will be locking the thread at this time. Please feel free to reach back out and create a new post at any time.

Best regards,

Jake