Anyone else experiencing Nest app freezing while looking at video history almost immediately?

[JohnF]

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Original poster: Michael Cronin  

Newt app freezes consistently while looking at video from camera this morning. iPhone software update this week so not sure if it’s related but usually never have an issue. Nest app froze a dozen times in last 20 minutes

[JohnF]

Hello there, Michael.

Sorry for my late response. Thank you for all of your patience while waiting for a reply. I just wanted to make sure that your issue is addressed. It sounds like your device is having some connection issues. I would suggest restarting your Wifi, and restart your camera and then see if you are still having that problem. Please let me know if you need anything else.

-from Brad C. (Community Specialist)

[VickieLH]

I have the exact same problem. I can not scroll through my history without the app freezing. I have read up on this subject and have tried all the suggestions I could find. Checking the background refresh, uninstalling and installing the app, software and app updates, restarting my router, restarting my cameras, restarting my phone etc. I have 3 cameras and they all have the same issue. The thermostat works without issue. I have switched phones from an iPhone 11 to a 12 Pro but the issue remains. Not really worth paying to have a history that I can never view. 

[GarrettDS]

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

I understand that this 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
 

[VickieLH]

Thanks for getting back to me. Yes, I am still experiencing this issue. I have tried uninstalling and reinstalling the app, deleted some history, tried  in wifi and in LTE. I have 3 cameras,  a thermostat and 3 C02/Smoke detectors attached to the account. I moved these account from my main wifi to my guest one , and back. Nothing works unfortunately. The app alway La freezes when viewing videos regardless. 

[GarrettDS]

Hey there, 

Thanks for getting back to me. Have you tried uninstalling and reinstalling the app? You can also try deleting or clearing the cache from the app within the settings on your phone. 

I look forward to hearing if that works for you. 

Best regards, 

Garrett DS

[GarrettDS]

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
 

[Amr]

Same here. It’s only with one of the 4neat cams I use.  Even if you touch the app while just viewing it freezes.  It’s not WiFi, I have reinstalled the app, deleted the video historie etc etc. 

[Jhum]

Interesting I’m having the same issue. I have two cameras and it’s only the hi res newer camera that freezes the app. Older camera works fine.

[Jhum]

I couldn’t figure out where to clear the cache so just uninstalled and reinstalled. All cameras seem good now. Hopefully it helps everyone else too.