At Home routine not working properly

[thegios]

The AT HOME  and AWAY routines are not working properly all of a sudden.

The AWAY routine is set to turn on the camera when all phones leave the house.

The AT HOME routine is set to to turn off the camera when first phone reaches home: this is not working

YESTERDAY all was working

 

TODAY all is PARTIALLY working:

 What is  strange is also that

- when I left home the phone was detected outside correctly, no AWAY routine was launched BUT camera still was turned on

- when I returned home the phone was detected at home, no AT HOME routine was launched and camera remained on (I had to turn it off manually)

NOTHING HAS CHANGED SINCE YESTERDAY, NO NEW APPS HAVE BEEN INSTALLED.

[Badstar25]

Hello, I have exactly the same problem!
I tried everything and I am very good at computers.
I deleted everything in my Google account, I reinstalled everything from scratch in the Nest application and nothing works on iPhone.
On Google Chrome browser on PC the bug is also, in my opinion it comes from Google servers!!!
I have 2 Nestcam and 1 Nest protect.
I tried with Google Home, it's a disaster this thing with the old Nest products, the Nest protect 2nd generation is not compatible...
In my opinion, the engineers are making us a soup between the Nest application and Google Home...

[thegios]

I agree it's probably a server side issue.

Today I came back home and I forgot to disable manually the cam: I got a movement notification after 2 hours!!!

... 

[Badstar25]

Yes I have the same thing, I leave the house, the application marks me absent but my cameras do not start ... I have to turn them on manually.
When I come home in the evening it's the opposite, my cameras stay on while my status is "at home".
On iPhone and PC when I change the status "Away" and "at home", I have a lag or bug and the status buttons interchange with each other, on PC I even have an error saying that the routine is not available ...

[thegios]

Exactly. And yes I forgot: if I change manually status from at home to away and vice versa, the camera does not change status

[Badstar25]

I have of course checked everything by activating and deactivating the settings in each camera concerning the routine, I even uninstalled the applications, checked the location of my phone, I did everything it took me more than 2 hours...
I hope that technicians read our posts here.
Can we make a support ticket somewhere?

[thegios]

Can we make a support ticket somewhere? >>> Not that I know

[Badstar25]

I replied to this and sent an email right after to the email address regarding the cameras:
https://support.google.com/googlenest/gethelp?sjid=62836498225867658-EU

[thegios]

Try also Google Nest in Facebook messenger

[thegios]

I don't get email.option

 

[thegios]

We are not alone: https://www.reddit.com/r/googlehome/comments/1f9vslo/comment/llom5cl/?%24deep_link=true&correlation_...

[Badstar25]

I am in contact with support by email and it is not great for now...
First email from them, I have to authenticate myself...
Second email, they ask me for printscreens of my Nest application...
I replied that I was not a typical user and that it was time to move up a level with a technical ticket for them...
we will see but I am afraid...

[thegios]

Typical... I have not been contacted yet

[Mataz]

They really should be more transparent with users about issues with the service. Too often there are problems with the service, like now, but they are not open about these issues with users. They just send users into endless ticket loops that lead nowhere. With the Nest service, this is continuous - not a month goes by without some issue. Even when it's kinda working the service is still slow and laggy. Yet again according to the service status page, everything is supposedly fine always.

This is not how customer satisfaction is maintained, no matter how big the company is.

[jrawle]

I have also started to have issues with Home/Away this week. If I look at the "Activity history", everything is correct. It has my phone coming home and says it's switched to home. However, it actually stays on "Away". Sometimes it switches to Home hours later. As others have said, this is definitely a server side issue. If there was an issue with it not detecting my phone, the Activity history wouldn't show anything either. There is no reason it should say "Home set by Home/Away assist" but still be "Away" unless there is a bug on their side.

A few years ago, there was an issue with Home/Away being sluggish to respond. They never acknowledged it, but eventually it did go away, so maybe they fixed it. Hopefully this new issue will go away sooner rather than later.

[thegios]

Today "something" has started to work again...

[thegios]

Anyone seeing an improvement?

My routines now are partially working: house detects if I'm at home or away but the home routine does not turn camera on.

[Badstar25]

Oh really? My support ticket went to "technical" this Friday.
They asked me for my IOS version and other things.
I'm waiting to hear from them.

[thegios]

They have not even written me...

Yesterday out routine started working: I leave home, I am detected outside, away routine fires and camera goes no. But when I get back home I am detected at home, at home routine run but camera stays on.

[Badstar25]

I just did some tests and indeed the button on the Nest app "at home/away" no longer bugs like before when mixing.
but when I put away, my cameras still do not turn on alone.

[thegios]

Always happy I'm not alone, which means it's not my problem but a Google server problem

[jrawle]

Today I checked and it said "Home" even though I had been out a couple of hours. The "Activity history" showed it had supposedly switched to Away as it should.

So, I tried to set it "Away" manually in the app. It just hung spinning away for ages. I closed the App, re-opened it, and it said I was Home. I selected Away again and left it, and eventually (maybe two or three minutes) it switched to Away finally. Therefore I conclude that the issue is with the Nest servers not readily switching between Home and Away. I expect Home/Away assist has a timeout and that's why it is failing, even though the history said it has switched as expected.

[PJR]

Hello

I've had three nest cameras work perfectly fine for years, I have

• Old indoor nest cam
• New indoor wired cam
• Cam integrated into Google hub max

The last few weeks they are failing to comply with my home/away routines. In activity I can clearly see the home/away routine is being triggered correctly.

All other devices appear to be doing what they should be, lights turning off etc.

Things I have done

• Removed and readded the cams from home/away routines
• Removed cameras completely from home app
• Deleted the cache/data in home app
• uninstalled and reinstalled the home app
• Checked all presence sensing is correct including mobile location.

For example today 

I left the house and the home hub max and the nest wired indoor failed to turn on but the old nest cam turned on but didn't turn off when I arrived home. 

A second time I left the new indoor cam wired turned on, the hub max did nothing, the old nest cam continued on. I arrived home, the old nest cam turned off but the new indoor cam wired cam remained on.

Are there any other suggestions?

A secondary issue is I can't deactivate my other sensores (thermostat, nest protects, speakers) from being part of the presence sensing. Although I only turned them on once I started experiencing the camera issue.

Thanks!

[Fdrk]

Hey, 

Just began having these issues a week ago.

Have been using two new indoor cameras for a couple of years with no issues regarding the home/away routine turning off/on the cameras and other devices. Out of the blue, about a week ago, cameras stopped responding to the home/away routine while other items (even third party smart plugs) worked as intended. Most of the time they never turn on, and if one does turn on, it won’t turn off when I’m back.

Setting manually the home/away routine to test the cameras is a random mess, most of the times neither camera turns on, if I reboot them they may turn on once automatically but not again.

Seems something’s going on with the Home app and Nest cameras.

[EmptyNester]

This sounds like something that you may want to open an official support ticket and speak with a google tech person.   This is just a user forum and Google tech people do not normally ever respond here.  Here is the link to get you going...

https://support.google.com/googlenest/gethelp

[Harri35]

Hei!

I have been having a similar problem for some weeks now. The home/away routine trigger automatically just fine, but my two cameras ignore it. When I change the home/away manually from the app cameras turn or and off just fine.

[rutingtp]

Same issue here, with one of my nest hub max's, but occasionally on both. 

The home/away routine runs fine for everything else and it shows in the activity log, but the NHMax camera stays on. Only been happening last couple of weeks. 

[PJR]

I've raised a ticket too but today it was slightly better. Two of my cams turn off when I got home but one (hub max) took ages to eventually turn off, but it did. 

[thegios]

I am in contact with Made by Google on messenger and they asked me to open a ticket but no one contacted me yet. I just told them that either they fix or I return back to Amazon: luckily I have my old cables Mi camera, paid 30€ but working perfectly.

[Badstar25]

Answer again this morning to confirm that I am indeed at level 2.
Make tickets with the link to this forum in it!
Last night I went out, my application went to AWAY by itself and one of my cameras turned on but not the other when I came back, I had to turn both off manually.
This evening when I came back from work, my application remained in AWAY but one of my cameras turned off automatically.
Information is lost between the application and the cameras at the Google Nest servers, that's for sure!

Hello Maxime,
Thank you for contacting the Google Nest customer service team.

I would like to inform you that your request is still being processed by the level 2 team, we will get back to you as soon as we have received a response from them.

For your information, your request number is 4-4377*******. If you need further assistance, you can contact us again with this reference or reply to this email to reopen your request.

Have a new question? Below are a few ways to contact us again.

Kind regards,
Ibrahim

The Google Nest Customer Service Team

[Badstar25]

Hello Maxime,
Thank you for contacting the Google Nest customer service team.

We would like to inform you that this is a known issue for our developers, they are actively working on its resolution, we ask you to be patient and we thank you for your understanding.

[Badstar25]

Hello everyone,
on the previous post, you have a response from the technical service.
yesterday and this morning my cameras are working correctly again and you?

[Mataz]

Seems like it's working again. 

[thegios]

Couldn't test today, will try tomorrow.

Funny thing is that Google Service Desk wrote today asking for... version number? 😂

[thegios]

Working for me today

[Badstar25]

hello, for me too, it's been 3 days that it works correctly again!
i think we can say that it's solved!
thank you all for your cooperation and communication.

[thegios]

I am having problems again today... Like now  status is away but I cannot reach my live stream 

[Badstar25]

No more problem for me today, I checked. Disable private wifi address maybe in your phone?

[Hnkelley]

I am a computer professional and have plenty of trouble shooting experience.

I'm having the issue related by the others here wherein the indoor cameras do not turn off when I get home. Going to the settings and turn off and on the home/away switch is my quick reset that puts the system to home mode. It of course does not resolve the actual issue. Is anyone at Google or Nest paying attention here? 

[thegios]

Isn't the problem solved now?