Nest App dropping setting for Home/Away assist

[Sotongirl]

Hi

My husband and I use the iOS Nest app to control our thermostat, 2 protects and 2 cameras.  Recently it doesn't seem to be using our phones to identify that we are at home.  When I check under "What decided if you're home" both our phones are marked No and Previously used phone, but this quickly reverts to Yes.  Once I leave this part of the app they revert to No again.

Without doing this we are being pinged every time we walk past a camera and I assume that if we were to go out the Eco mode would not trigger on the thermostat either.

I've looked in activity history and it seems to be correctly logging when I'm leaving the house and returning. Yet, while we are in the house the cameras are still on, though they should be off when we're home.

I have the location services set to Always for the app.  I did have Google home installed too but deleted it  in case it was impacting the Nest App, but the issue is still present. I've restarted the phone and toggled various options on and off within the What Decides section but nothing works.

I will add that this is intermittent and doesn't happen all the time. I can't see a trend in circumstances on the days it does.

TIA for any advice.

[GabrielaG · Accepted solution]

Hi @Sotongirl,

Thank you for contacting the Google Nest community. I'm sorry to hear that your Nest app is dropping the setting for Home Away Assist, but there's no need to worry; I'm happy to help you right now.

To get a better understanding of the situation, please help me out by answering the following questions:

• When did the issue start?
• What type of thermostat do you have?
• What kind of Nest Protects do you have?
• What type of cameras do you have?
• Do you share a home with a Family Member in the Google Home app?
• Do you have the Nest app or Google Home app login on another device?

Any additional details you can provide will be helpful.

Best regards,

Gabriela

[Sotongirl]

Hi

It's an intermittent problem. Happened all day on the day I posted, and hasn't happened since.

I'm not sure of all the models but according to the app we have:

Thermostat - Nest display-3.4

Protect - Topaz 2.7 and 2.33

Doorbell - nest doorbell wired

2 Nest Cameras

both my husband and I have access to the Nest app and both our phones can control if we're home or away. Both need to be away to set off eco mode or cameras to turn on.

I did have the Google Home app installed but deleted it and the issue persisted.

thanks

Hilary 

[GabrielaG]

Hi @Sotongirl,

Thank you for your reply. I appreciate your time to respond to my questions and the information you provided me. I'm happy to continue assisting you. 

Here are some troubleshooting steps we can try with your phone to help the Home/Away Assist work again.

• Don't share your account sign-in credentials.
• Don't share your email and password with other people who have access to your home. Instead, you should invite other people to share access with their own email and password. When more than one person uses the same credentials to sign into the app, it can cause unexpected behavior with your home and Nest products.
• Check your phone's power, settings, and signal strength.
• Check Home & Away activity in history.
• Go to Settings > Home/Away Assist, then scroll down to the bottom and select Activity History. 
• The last 10 days of activity history will show. Tap on a day to find activity events that caused switching to Home or Away for that day.
• Check times you think that your home switched incorrectly.

Feel free to keep us posted if you have more questions.

Best regards,

Gabriela