My nest app (device is fine) is not showing energy history. it says no usage until expanded.

[rgaila]

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

 Original Poster:  Stephanie Bacik  

I have tried everything suggested in other threads to try to solve my nest app on my phone saying no usage. Some days it shows no usage at all some days it does but it’s inaccurate because it acts like it’s been running all day when it hasn’t. I’ve reset the nest itself multiple times but it has not fixed it. It also shows accurate uses history on the actual Ness itself. I have deleted The app as well and nothing has worked. It seems like this is been an ongoing problem for a few years. Are there any solutions at this point?

Details

[kjobcolorado]

Ohh, good idea on having the thermostat connect and report usage via another wifi network.  So, I just tried that using a hotspot via my mobile.  New network entirely.  It connected just fine.  I'll leave it connected for several hours to allow it to report data usage.  It didn't show anything for history after an hour, but it could be they batch process that history and something will show tomorrow.   I'll report back here my findings. 

[Moirah]

Thanks. It will be interesting to see if it makes any difference. Still don't know what I'd do if it did turn out to be my network.

[kjobcolorado]

No luck on having the thermostat use a wireless connection to my hotspot - made no difference vs my home router in terms of reporting history.  So, that rules out the network.  And since it's not reporting history via android nest app, ios nest app, and the nest web portal, it's not a OS/version issue.  This seems like it's a bug with the firmware reporting history/usage information up to the cloud servers.  Reset option from the thermostat doesn't help (as many others have already noted).   No, Nest support team, what gives?  Can you give us a procedure to clear this condition so we can return to seeing our energy usage remotely?   

[Moirah]

Thanks. That's very useful. Armed with this info, I might try giving the help desk one more go. Need to be in the mood though, as it's such a time consuming and frustrating thing to do. I wish they would read this forum and save us all the hassle.

[kjobcolorado]

Interestingly, this worked for me to get energy history reported from the unit to the web/mobile app... I deleted the thermostat from the web.  Then went through the process to re-add it.  You'll need to enter a code on the website (or mobile app) that is displayed on the nest thermostat device.  I did this yesterday morning, and for the first time in months, I've got some usage history synced to the web/mobile app.    The fix seems to be to delete and re-add the thermostat.  

[Ckincaid]

So I tried this yesterday and it worked for me.  I changed my WIFI network and I can see all my usage history again.  I switched all my thermostats from my 5G to my 2.4G and when I woke up this morning everything was there.  Give it a shot....worked for me.

[BobbyDazzler]

I recently noticed my software update on the Nest device is "Software version 5.9.5-2 Updated Nov 2016" even after manually checking for updates.  When on the phone to Google, the tech "support" (I say that loosely!) reckoned the latest software version was from around November 2021.

I am skeptical of what Google told me to be honest, so just wondering what software version others have?  If it is also from 2016 like mine then it is clear Google really have no interest in providing support for this device.

[dedmiston]

I can see that my thermostat is running that software version too.  When I check the last update on the thermostat itself it tells me “16 Nov”.  When I check the thermostat via the app itself (settings -> technical info) it tells me the software last updated “16 Nov 2021”.  I’m thinking we’re up to date.   So unfortunately they’ve known about this issue for years and software releases have done nothing to address it. 

[BobbyDazzler]

When I check the thermostat via the app itself (under the settings -> thermostat -> technical info) it still gives the software version as "5.9.5-2" but says it has never been updated.

As a side note, the app itself was last updated on 1 Nov 2021 after checking that in the Google Play store, however I don't think the app software is the problem - I really believe it is the firmware in the Thermostat itself which is defective.

It seems bizarre then that we both seem to have the same firmware version on the Thermostat itself yet mine says updated Nov 2016 and yet yours says 16 Nov 2021 - very strange!  

[Felixio]

My Nest thermostat usage history has not worked for over a month now and as others have experienced, contact with technical support has been useless and a massive waste of time. Has anyone found any solution or plausible explanation for this issue?

I am considering taking to social media to shout about this if it will help get the attention of the Google Engineers to resolve or find a solution quicker

[dedmiston]

There has been no solution offered by Google (or explanation).  I don't believe they're even looking at it at all.  It is apparently of no importance to them.  What other conclusion can be drawn since this issue has now been around for years?

[BobbyDazzler]

The "support team" are useless.  I also had a call with them a few weeks back and they got me to do a few things and said it would take 2 weeks for the app to update!!  It sounded like BS at the time, and it has been more than 2 week now and still the same problem (surprise surprise), and it it clear that calling them again will just be a waste of time given others experiences. 

Taking the issue to social media (like you suggest) would probably be wise (I would do so myself, however I don't use social media).

The below 3 threads also have people complaining about this issue.  At the end of the 3rd thread from 27 Aug 2021 they have a "community specialist" stating they are "working to resolve the issue" - I have just posted a response to that message to find out what resolution they found, as at the end of the 2nd thread from a different "community specialist" on 16 Nov 2021 it stated "it looks like we have come to a solution" and closed the thread - without detailing what that solution is and so just appears to be fobbing people off (again).

I am honestly extremely disappointed with Google's complete lack of customer support, but also their faulty product concerning this matter.  This is the first time I have bought a Google product and expected a basic working product from them at the very least given their status, however it will certainly be the last time I buy anything Google branded again.

[BobbyDazzler]

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Energy-history-not-showing-in-app/td-p/25484

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Energy-history-not-showing-in-app/td-p/25484

https://www.googlenestcommunity.com/t5/Apps-Account/My-Nest-is-not-showing-usage-history-once-again-... 

[BobbyDazzler]

Well further to the above post (so over 6 weeks later) I checked my History on the app again today just out of interest and it is now showing the usage for the last 9 days (the maximum it will display).   

I have no idea how this fault managed to fix itself (perhaps the stuff they got me to do over the phone like the reset did work after all - just a little longer than the 2 weeks they said it would take - who knows).  However I stick to my previous statement that I will never purchase another Google hardware product again!!!

[Moirah]

Well, lucky you! Perhaps I'll have another go at resetting things. Like you, I'm disgusted that Google refuses to engage in any constructive way with what they know is a fault with their product. Hopefully you can get on with your life now instead of wasting your time on a thermostat!

[Moirah]

I tried escalating the problem to a complaint and got the response below. Useless! I tried resetting to factory settings when I first started having the problem. All very time consuming and didn't help at all. Does anyone know what consumer legislation applies to selling duff products? Time to get nasty I think.

Patricia here with the Google Nest Senior support.

Google is aware of this issue with the energy history situation and we are working as hard as we can to get it resolved. Meanwhile, if you are 100% positive that there is not an issue with your internet connection, we can try to factory reset the device (from settings> reset> all settings), but please keep in mind that this action will delete all your current settings and the unit will be back to factory settings.

Looking forward to your reply and thank you for your patience and understanding!

[kjobcolorado]

Copying this post here for better visibility...  delete the device and re-add it seems to get usage history synced up with the web portal and mobile app.  

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Interestingly, this worked for me to get energy history reported from the unit to the web/mobile app... I deleted the thermostat from the web.  Then went through the process to re-add it.  You'll need to enter a security code on the website (or mobile app) that is displayed on the nest thermostat device.  I did this yesterday morning, and for the first time in months, I've got some usage history synced to the web/mobile app.    The fix seems to be to delete and re-add the thermostat.  Good luck!

[dedmiston]

Hi there.  Thank you very much for reaching out.  I’m glad you managed to solve your issue but unfortunately I tried the delete/re-add procedure several times and it didn’t work for me.  None of the fixes suggested by Google had any effect whatsoever. 

[BobbyDazzler]

Hi, I also tried this yesterday and it did not work for me either after checking the Energy history again today.  In fact, the heating turned on an hour earlier this morning (even though the schedule was set to the usual time) so I now need to find a solution to that little problem now as well (I assume it is a time zone issue but couldn't see a time setting on the app and the Thermostat itself is showing the correct time)!!

[ElChazmo]

I can tell you all from extensive experience... Google will do NOTHING about this issue. I've had this issue for 2 years now on and off. Just checked now and 5 out of 10 days have info missing.

Google WILL blame the network, but in honesty... The product is flawed and their support is poor.

As an IT engineer, I guarantee you it's not MY network.

Over the last few years... Here's what I've done.

1) factory reset it (because that's what apparently fixes all Google products)

2) connect it to a completely different wireless network.

3) change home wireless setup to a stronger mesh network (note the devices are less than 2m with direct line of sight to the routers)

4) Once, Google admitted fault and sent me a brand new thermostat... Same issue

This is clearly a Google problem and based on what I read here... They will Never fix this. We're unfortunately stuck with it

[Moirah]

Thank you ElChazmo for giving a definitive verdict on this. It'll save a lot of time for those of us who have been given long and complicated "fixes" to follow. Very annoying that they can sell a product that doesn't work and get away with it. And if you read the reviews for the app on GoogleStore, you'd think it was a great product!

[aspieri1964]

I just noticed the issue on my Android phone, but it works on my iPhone. It's weird that it hiccupped on Daylight Savings Time adjustment. Looks like it stopped reporting after midnight on 3/14/2022. Could be a coincidence, who knows. But being that the iPhone works, it has to be the Google environment.

[Moirah]

Thanks for the information. That's interesting.

[Pieface]

Adding my voice to this frustrating issue

[ElChazmo]

Unfortunately it's a voice down into the abyss of Google that'll never be heard by anyone other than the rest of us afflicted with it. Sorry. But welcome to the club

[Sue_marie]

I now have this problem too. It started a couple of weeks ago. I’ve tried all the suggestions. Everything else with the app is working ok.

I see that this issue has been known about by google for a few years now. Surely a massive tech firm like that could easily sort this out. 

[Moirah]

This forum shows just how many people are affected by this and Google just doesn't seem to want to take it on board. Disgraceful! I reset my thermostat the other day and also reinstalled the app. It was still showing "no usage" but when I clicked on that, I got an orange bar showing usage. Not perfect, but I wasn't getting anything before, so an improvement. Anyway, it's too late now, as I'll be turning the heating off for the summer in a couple of days. Wonder if anything will have changed when I switch it on again in October!

[Nickypal]

Use Google Home App (you may include your Nest thermostat in there without unistalling the Nest from its native app).

Google Home will show day by day or week by week usage in hours.

Also you may control some basic features from there (not as complete as in the Nest App)

[BobbyDazzler]

I already had the Google Home App stored on my phone.  By going in to the Thermostat on it it just shows the basic information you would get on the Nest App anyway (i.e. temperature, and humidity etc) and then to get any other detailed info it just links to the Nest App.  This therefore does not solve anything unfortunately.

[MrWolf]

It seems that they’re working on a new product that will solve this problem. This is what tech companies do with old apps/products that they intend to make obsolete soon. They let bugs fester and have their customer service team pretend like they’re working on it. My guess is within a year they’ll have a brand new product for us all to buy that won’t have this problem. You’ll have to pay for it though. 

[ElChazmo]

So the issue is the "product"? Not the code in backend? Unlikely.

[MrWolf]

The product obviously IS code. But the new product will be something like “Google Nest 2!” or whatever. Meanwhile the changes they’ve been making to the  existing code to integrate with the new product broke the usage feature. But once the new product is done and the updated code fully integrated, the usage feature will work again and the V1 Nest app will become obsolete and unsupported. I work in software. Tech companies do this all the time. 

[Theageeswar]

Any chance of google fixing this issue?

[BobbyDazzler]

Reading through all the threads on this, it is pretty clear the answer is a massive NO!!!

[Nickypal]

If you use the Nest with the Google Home App there you can see all the consumption graphs (you may use both apps installed)

[BobbyDazzler]

This is not true, as it never worked for me

[Pieface]

I've taken no troubleshooting steps, except for my thermostat completely running out of battery while I had it disconnected while I decorated, and the thermostat history has magically started appearing for me in the Nest app.

[Cmsusner]

I am now having this same problem on my iPhone & iPad not showing energy usage history. Yes, I can tap and see usage. The last time this happened - Nest came out with an update which fixed the problem. This should not be happening AGAIN. 

[Jake]

Hey Cmsusner,

I am sorry for any trouble and frustrations you may be having. Our Team is aware of the issue at this time, and is looking into a fix. I know this is not the most ideal answer, and we will update our users once more details have been released.

Best regards,

Jake

[ElChazmo]

So for YEARS saying there's no issue... Now someone finally admits there IS an issue. Wonderful.

Maybe while your "Devs" are looking at it... They can have an increased history (beyond 10 days), boost mode (heating on for 1h without having to change the schedule) and an actual Holiday mode? 

Logical right?