topic Re: App freezing in Security

App freezing

Dizzle — Thu, 07 Oct 2021 03:04:35 GMT

Having issues connecting a new device. I go through the steps. Then when it goes to connect to another nest device to connect to the wifi system, it will freeze the app after 8 or 10 seconds. The wifi system is a nest system as well and functioning.

Re: App freezing

GarrettDS — Mon, 11 Oct 2021 17:00:28 GMT

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

I understand that these issues can be frustrating 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: App freezing

Dizzle — Mon, 11 Oct 2021 22:14:31 GMT

Still having issues. Ive factory reset all the devices and it still freezes the app. I get through to the point where it says its connecting but them bam… everything freezes after about 7 seconds. I then have to restart my app.

When i first had this issue i removed my nest app completely and removed all devices then started adding back in.

is it possible that some of these devices are still tied to another owner and thats why it wont connect?

Re: App freezing

GarrettDS — Tue, 12 Oct 2021 20:46:16 GMT

Hey there Dizzle,

I'm so sorry to hear that you're still having issues with this.

Have you tried uninstalling and reinstalling the app?

I look forward to your response.

Best regards,
Garrett DS

Re: App freezing

Dizzle — Tue, 12 Oct 2021 21:07:07 GMT

Yes, when the issue first started i removed all devices, deleted the app, reinstalled and started from scratch.

Re: App freezing

GarrettDS — Wed, 13 Oct 2021 17:18:19 GMT

Hey there,

If you're still having issues with this after uninstalling and reinstalling the app, I would suggest sending feedback to our engineering team through this link so that they can investigate this.

Please let me know if you have any further questions.

Best regards,
Garrett DS

Re: App freezing

GarrettDS — Mon, 18 Oct 2021 16:14:54 GMT

Hey there,
Just wanted to jump in here to check to make sure that you saw our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS

Re: App freezing

Dizzle — Mon, 18 Oct 2021 16:17:50 GMT

I did see this. I did provide feedback via the google home app. I have not heard anything back yet.

Re: App freezing

GarrettDS — Mon, 18 Oct 2021 16:37:48 GMT

Hey folks,
It looks like we have come to a solution so I'm going to be locking this thread. If you have any other concerns or questions, please feel free to create a new thread.

Have a great day.
Garrett DS