Nest App unable to connect to service

[Anthony99]

Since Thursday, my wife's app is reporting that it "cannot connect to the service", when I tried, I got the same message

I tried logging out and back in but now I just get a spinning blue circle and no connection - I've checked for app updates and I'm on the latest version

I've also tried from my PC and get the same issue there

It feels like there is an issue in the service or app but I can't find any advice or assistance for this

I know we each had Android updates recently but strange there is no other mention of this out there

Can anyone help please?

[janthadeus · Accepted solution]

Hi Anthony99,

I’m sorry for the trouble here accessing your Nest app. No worries, we’ll check this out — a few questions: is there a pending iOS update? Is there enough memory on your phone storage? Also, have you tried checking it on a web browser if the same issue occurs?

Here are some troubleshooting steps you can try:

1. Check for software updates on your phone. Obsolete OS versions may break some app functionality.
2. Verify your device’s Date and Time settings are correct and automatically set:
   • Settings > General > Date and Time.
   • Tap Set Automatically > toggle it off and then back on.
   • Make sure that the timezone, date, and time are correct.
3. Go to Settings > Privacy > Location Services > Nest.
4. Switch your connection from Wi-Fi to cellular data. Observe if there’s any changes on the app’s functionality.
5. Restart your phone. Turn it off for 60 seconds. Then, turn it on.
6. Try another device if your Nest app works with no issues.

Let me know how it goes.

Thanks,

JT

[Anthony99]

Hi JT

Thanks for replying

Mobile: I've checked app & O/S versions - all up to date and I've restarted the app & the phone independently, I've also switched wi-fi and mobile data off, then only one and then only the other, then both again and still the same result

Separately, I tried on my PC too - same result

The following day, it all started working again and I assumed someone had done something behind the scenes (and I quietly praised the power of the Google Nest Community) but I hadn't checked back here until I saw your reply

Thanks for posting the suggestions and hopefully that will help anyone else who gets a similar issue in the future

[janthadeus]

Hey there,

Happy to hear that! I appreciate your efforts following the troubleshooting steps. It looks like we can consider this one complete, so I will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Best,

JT