topic Re: Automatic Sound Check Stopped Working in Nest Thermostats

2-Factor Authentication not sending text message

jlarrea — Tue, 11 Jul 2023 23:11:10 GMT

I tried logging into my Nest account (original nest account ... not migrated to google home). Entered my email address and password as normal and got the message that a 6-digit code would be sent to the phone number ending in the correct last 4 digits. Never received anything. Tried again...nope. Received all kinds of SMS messages and server notifications, but nothing from Google.

Contacted google where a case was opened (case #6-8337000034692) because nobody knows what the heck I'm talking about apparently (they had me checking my email spam filter looking for a text message !!).

Was told I'd hear back today and...nothing.

So, does this mean that ultimately I'll need to perform a factory reset on my thermostat and my next protects and setup a new account so that I can actually access them remotely and receive notifications??

Automatic Sound Check Stopped Working

jlarrea — Tue, 21 Mar 2023 18:26:06 GMT

Back in November I contacted support because the Sound Check on our Protects stopped working (at that point I hadn't heard it for months). We changed some settings on the app and then changed them back (everything was already setup for Sound Check to work as it always had). No luck. I've been trying to remember to do it manually, but don't always remember

It's now been however many months since then and still no automatic Sound Check happening. Not sure why it stopped and can't seem to find a way to make it start back up. I'm hoping someone here can provide some insight

Re: Automatic Sound Check Stopped Working

mokkeri — Wed, 29 Mar 2023 16:05:06 GMT

Same issue here, last monthly "automatic" sound check was January (found in messages)

Re: Automatic Sound Check Stopped Working

zoeuvre — Fri, 26 May 2023 15:02:46 GMT

Hi folks,

I’m sorry to hear about the situation, and thanks for bringing this to our attention. Let me take a look at this for you.

Run a Safety Checkup test on your Nest Protect by pressing the Nest button on the device. A blue light should turn on, and it will speak to you. When it says "Press to test", press the button a second time.

Let me know how it goes.

Best,

Zoe

Re: Automatic Sound Check Stopped Working

jlarrea — Fri, 26 May 2023 15:47:06 GMT

Manual tests work fine, but the automatic ones never seem to happen anymore. If the functionality isn’t supported then perhaps the setting in the app should be removed…as well as the marketing materials.

Re: Automatic Sound Check Stopped Working

mokkeri — Fri, 26 May 2023 17:32:17 GMT

Same here, manual test works -> ring goes red and alarm sounds, but last automatic soundcheck was march 2023 (but silent, only event recorded) , before that january 2023,

Re: Automatic Sound Check Stopped Working

Rene_ — Thu, 08 Jun 2023 23:15:46 GMT

Same here. I even tried the suggested steps from Google support remove from my Nest app, reset, and then add them all back. Going on 3 months with no Soundcheck and the option is on.

Re: Automatic Sound Check Stopped Working

zoeuvre — Thu, 15 Jun 2023 21:40:57 GMT

Hi everyone,

It's me again. Thanks for getting back to us, and I'm sorry for the delayed response.

Have you made sure that the Nest Protect where you are trying to perform the safety checkup is online? Also, how many Nest Protects do you have? Have you tried to perform the Safety Checkup on them? If you don't have other Nest Protect, you can perform the Safety Checkup test by logging in to the Nest website. From there, perform the Safety Checkup test. You can try to log in with other phone to perform the test.

Let us know how that works.

Regards,

Zoe

Re: Automatic Sound Check Stopped Working

jlarrea — Thu, 15 Jun 2023 22:31:53 GMT

I'm pretty sure we can all manually trigger the check. But, there's a setting in the app that tells them to automatically perform a sound check every month. That's the part that has stopped working, for me at least. The setting is accessible in the iOS app by tapping the gear icon (upper right) of home screen, scrolling to the bottom and selecting Protects, then tapping on Sound Check.

Re: Automatic Sound Check Stopped Working

Rene_ — Fri, 16 Jun 2023 21:20:49 GMT

That is correct. The auto function is what seems to be broken. Not to mention the Sound Check is way more easier on the ears for our family and pets.

Re: Automatic Sound Check Stopped Working

zoeuvre — Sat, 17 Jun 2023 22:12:44 GMT

Hello there,

Thank you for the follow-up. In this case, please perform a factory reset for all the Nest Protects that are affected, remove them from the Nest app, and then set them up again. After that, enable and set your preferred time range for the monthly sound check of your Nest Protects again, observe, and let me know how it goes.

Best regards,

Zoe

Re: Automatic Sound Check Stopped Working

Rene_ — Sat, 17 Jun 2023 22:23:12 GMT

I’ve already done all of that. I even created a new home and added them all to the new home after doing a factory reset.

Re: Automatic Sound Check Stopped Working

zoeuvre — Mon, 19 Jun 2023 21:53:02 GMT

Hi all,

@Rene_, thanks for the information, and I appreciate the gesture. By any chance, have you tried to test the monthly Sound Check through the Nest website? If not, try to test it in there as well and let me know it that works.

@jlarrea and @mokkeri, I just want to check if you managed to see the response I mentioned above. Please let us know if you still have questions or concerns, as we'll be willing to assist you further.

Thanks,

Zoe

Re: Automatic Sound Check Stopped Working

Rene_ — Tue, 20 Jun 2023 19:08:33 GMT

So I turned off the Sound Check about a week ago and left it off. Yesterday I turned it back on via the Nest Website link you provided. I just got the notification that it did the Sound Check today so that might be the fix. Let it sit off for about a week and then turn back off via the website.

Re: Automatic Sound Check Stopped Working

zoeuvre — Tue, 20 Jun 2023 21:56:28 GMT

Hello folks,

@Rene_, alright! Sounds like a plan. I'll keep this thread open for a week while we wait for your update, but please be advised that as Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity.

@jlarrea and @mokkeri, I wanted to check and see if you are still in need of any help. Please let me know, as I would be happy to assist, and answer any questions you may have.

Best,

Zoe

Re: Automatic Sound Check Stopped Working

Rene_ — Tue, 20 Jun 2023 22:42:00 GMT

The issue seems to be fixed. As I mentioned above I turned it back on last night via the Nest website and it did the auto sound check this afternoon.

Re: Automatic Sound Check Stopped Working

jlarrea — Tue, 20 Jun 2023 23:27:22 GMT

I'm following @Rene_'s lead. Just turned off sound check. Will turn it back on next week and see what happens.

Re: Automatic Sound Check Stopped Working

Rene_ — Wed, 21 Jun 2023 01:51:38 GMT

Hi @jlarrea when you turn it back on turn in on via the Nest website Nest website . Good luck.

Re: Automatic Sound Check Stopped Working

zoeuvre — Thu, 22 Jun 2023 00:01:31 GMT

Hey everyone,

@jlarrea, thanks for keeping me in the loop. We want to make sure that everything will be taken care of — I’ll keep this thread open and wait for your update.

@mokkeri, I hope you've already gotten the answer you are looking for. Please let us know if you still have questions or concerns, as we'll be willing to assist you more.

Regards,

Zoe

Re: Automatic Sound Check Stopped Working

jlarrea — Tue, 11 Jul 2023 23:12:52 GMT

@zoeuvre I went in yesterday to try to change the setting back, but now the 2-factor authentication texts aren't being sent to my phone so I can't log into my account to change the setting back. Sigh...