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Nest app on Iphone - so slow that can't be used

Flyingmatdes
Community Member

I'm able to connect from a windows computer on the online Nest account without any issue. But when I try to use the Nest App on my iphone 11, running latest ios 15.1, the app is so slow, that it is loading the video continously without success. However, my wifi signal is excellent and internet speed is really good. Neither my phone or internet connection is the issue. Same situation is happening while I'm on LTE network. I even tried to share my phone internet connection with a laptop using the online nest account and it was fast as expected. The issue is the Nest app itself on ios.

The app is so slow that I can't react to a person that ring at my ringbell ! I can't load the video fast enough in case of a movement detected on my inside camera. Not able to talk with someone with my cameras. 

I use the Google Home app instead and works fine. however, I can't get access to the video history using google home.

Please find a way to correct this bug on the Nest App !

Thanks !

23 REPLIES 23

GarrettDS
Community Specialist
Community Specialist

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

I understand that this issue can be frustrating 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
 

Hello GarrettDS,

yes, unfortunately I still need Google’s intervention. The application is still too slow to load video that I still can’t use it properly. Google Home app is still better than Nest in term of loading speed ! 

GarrettDS
Community Specialist
Community Specialist

Hey there, 

Did you fill out the form that I sent to you? That is the first step towards a customer support team helping you. Please give them some time to work through a backlog of these cases. 

Best regards, 

Garrett DS

Yes, I did it. But since then, no feedback or inquiries. 

GarrettDS
Community Specialist
Community Specialist

Hey there, 

As stated previously, please give them some time to work through a backlog of these cases.

 

At this time I'm going to go ahead and lock this thread. If you have any other questions, please feel free to create a new one. 

Best regards, 

Garrett DS

Flyingmatdes
Community Member

Hi,

Thanks for asking. Yes, I still need help. I did the following troubleshooting:

- Check if my internet connection is the issue. At home, my wifi network is pretty good and I’m on optic fibre (1gb/s) up to the modem. Both my inside camera and my doorbell’s camera are well detected on the wifi network. This as been confirmed by the fact that when (at work) I go on my nest account using windows computer, google chrome browser, everything work’s fine and don’t take long to load video.

- also, my home and work internet connection has been tested using my iPhone (on my work wifi network) but using the Google Home application instead of Nest. With the Google Home Application on iOS 15.1 (my iphone) I have no issue. I’m able to see and interact with people through my cameras.

- as soon as I use the Nest application either on my IPhone 11 or my 12,9 iPad Pro, both my video stream shows the spinning wheel for a while. I’m unable to load the video and really unable to talk or interact with somebody. This situation is also the same when I try to use the Nest application from my home wifi network. While being directly on the same wifi network, the application can’t load the video stream fast enough for me to be used. Still, almost no issue with the google home application.

 

My conclusion is that Nest Application on Apple product (IPhone 11 and IPad 12,9 Pro) using latest iOS version is not working well. The video stream can’t load fast enough for us to be notified and then open the app to be able to talk to someone at my door. This is so frustrating. Google Home App is great, but not enough to manage all Nest Product that I have. 

For info, I have:

- one Nest thermostat (Nest Learning Thermostat - 3rd Gen)

- two nest smoke detector

- nest doorlock

- nest door am and ringbell

- nest camera (4K interior)

Any help ?

 

Regards 

 

 

 

GarrettDS
Community Specialist
Community Specialist

Hey everyone, 

I just wanted to pop in here to see if anyone had a case ID that I could send to our engineering team so that they could review the notes and look into this a bit further. 

 

I look forward to hearing from you. 


Best regards, 

Garrett DS

GarrettDS
Community Specialist
Community Specialist

Hey there, 

Just wanted to pop back in here to see if you were able to view my response as we are needing any case ID's that you may have from customer support. If you don't have one, we can create one and pass it on to our engineering team. 


I look forward to hearing from you.

 

Happy New Year, 

Garrett DS

Hi GarrettDS,

I don’t have a case ID unfortunately, but I would appreciate if you can create one to transfer this case to your Eng Dept.

regards,

Mat

GarrettDS
Community Specialist
Community Specialist

Hey there, 

Apologies for the delay on this. Would you mind filling this form out and then providing me with the case ID that it provides you? 

Best regards, 

Garrett DS

GarrettDS
Community Specialist
Community Specialist

Hey there,
Just wanted to see if you still needed help. Please let us know if you have any other questions or concerns.

Best regards,
Garrett DS

GarrettDS
Community Specialist
Community Specialist

Hey there,
Just checking in to make sure that you saw our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS
 

What response ? 

GarrettDS
Community Specialist
Community Specialist

Hey there, 

@Flyingmatdes, there was a link to a form that was sent above to be able to create a customer support case for users who are still having the issue. 

@ssalava, thanks for submitting the form to us. The team will get back to you as soon as possible as they are working through a backlog of cases. 


Please let me know if you have any other questions. 

Best regards, 

Garrett DS

GarrettDS
Community Specialist
Community Specialist

Hey there,
Just wanted to see if you still needed help. Please let us know if you have any other questions or concerns.

Best regards,
Garrett DS

GarrettDS
Community Specialist
Community Specialist

Hey there,
Just checking in to make sure that you saw our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS
 

Thanks, @GarrettDS  
I submitted the form from the link you provided me (https://support.google.com/googlenest/contact/nest_community) back on 01/18/22 and haven't had any responses yet.

That being said, I've also noticed longer viewable periods without crashing and while I haven't taken the time to see if there was an update to the Nest for iOS app, I'm hopefully there was and that is the reason?

madman
Community Member

Hi,

 

I have the exact same issue that  @Flyingmatdes has describe in detail.

The issue is the same on all IOS devices in my household IPhone 12,IPhone XS ,IPhone 7 and IPad Pro

It seams like the app is trying to render every video thumbnail goong back 30 days everytime the Nest app is opened which just grinds the app performance from slow to unusable.

The only way I have found to mitigate the issue slightly is to wipe the last 30 days worth or recordings to start a fresh but it quickly reverts back to running at a snails pace.

Thanks

 

Paul

 

 

ssalava
Community Member

My siblings and I have the Nest app installed on our various iPhones so that we can monitor our mother in her nursing home with a Google Nest Cam IQ Indoor camera.

While actively viewing, the app closes/crashes after 1-2 minutes.  Re-launching the app, it closes again.  There are no error messages.  Between the three of us, we have deleted and re-installed and nothing fixes it.  For me, it's an iPhone 8+ running Nest V5.67.0.6 and I keep my iPhone up-to-date.  Today, iOS is 15.1

I also have the Nest app installed on my Samsung GS21 Ultra 5G for my Nest Video doorbell and the Nest app never closes/crashes.

I should point out, that my siblings and I are logged into the Nest iOS app under our mother's gmail account since I know of no way to access the Nest app on a single device using multiple Google accounts.

I found this recent post but it wasn't an exact match.
Re:  https://www.googlenestcommunity.com/t5/Apps-Account/Nest-app-on-iPhone-continually-crashes/td-p/5031...

ssalava
Community Member

Thanks for ignoring my request.
@garrett DS?

ssalava
Community Member

Still no progress nor visible efforts from the Nest technical support team.  

Update:  I did have one occasion where the Nest app did not crash for several minutes (instead of the typical 1-2 minutes).  It was in full screen landscape mode and I was very surprised that it lasted so long.  Alas, I had to use my iPhone 8+ for more than a Nest monitor and after switch to another app, Nest resumed it's normal closing after 1-2 minutes.

Undertow10
Community Member

This also happens for me using an iPhone X on iOS 15.1.  Can Google please update us on a solution?  

ssalava
Community Member

I would like a Case ID created for my situation (different from OP) and transferred to engineering.