Nest app crashing when adding a device

[1eo]

Doesnt matter how many times i re-install the app or clear the apps cache no matter what when ever i try to add my nest outdoor camera the app crashes i originally thought it was because of my using 5ghz wifi but ive now switched to 2.4 and its the same issue its making the products i have completely useless

[Jenelyn_O]

Hi 1eo,

Thanks for reaching out and for being a step ahead of us. I'm sorry for the trouble. Do you receive any messages or codes on the app? Please try to reset your phone before trying to add your Nest Outdoor Camera. If the issue persists, try to use a different mobile device to isolate the issue further. 

Please let me know how it goes.

Best,

Jenelyn

[1eo]

Hi Jenelyn_O,

After trying to add the camera my phone displays that the nest app has stopped responding or displaying that it has crashed and to try to clear the cache of the app (which i have done many times now) this issue isnt isolated to just the outdoor nest camera it also happens when trying to add the nest doorbell.

It isnt possible in my current situation to try and add it via a different device and yes ive tried to restart my phone

Thanks,

1eo

[Jenelyn_O]

Hi there 1eo,

Thanks for keeping me in the loop. A few questions: what type of phone are you using? iOS or Android? Do you have any family home members on your account? If so, try to add the device on their end. Also, try to create a new home structure and try adding your device there to isolate the issue further. 

Please keep me posted.

Regards,

Jenelyn