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Cameras shut off when anyone accesses the house

LincoBC
Community Member

I have several Indoor cameras and 3 Outdoor ones.  I have Home-Away set to turn On the Indoor cameras when I leave and turn them Off when I come home(based on my cell phone).  I also have a Nest-Yale lock that has several Guest codes; dog walker, house cleaner, family, etc.  When anyone with Guest access unlocks the door, all of the Indoor cameras turn Off, and do not turn on again until I manually turn them on.  Shouldn't they all stay on unless I come home with my cell phone?

12 REPLIES 12

janthadeus
Community Specialist
Community Specialist

Hi LincoBC,

 

Thanks for reaching out. I’m sorry for the delayed response. Let’s sort this out — a few questions: when did you first notice the issue? Do you have an Android or iPhone? Also, do you have family members added in your Nest account? If you have family members in your account and have Home/Away assist enabled in their Nest app, it’ll turn off your cameras since it uses the phone location.

 

To change how Home/Away Assist controls your Nest products, follow these steps.

 

  1. Open the Nest app.
  2. Tap Settings Nest settings icon on the home screen.
  3. Select Home/Away Assist.
  4. Tap either the Home or Away icon at the top of the screen. You’ll find a summary of what each of your Nest products will do when your home is in that mode.
  5. If you want to make any changes, tap on the Nest product you’d like to control.

Let me know how it goes.
 

Thanks, 

JT 

LincoBC
Community Member

Hello JT,

I am using an Android phone.  When I switched to a new phone a few years ago, it started acting erratically - not recognizing if I was home or not.  Recently, I changed my phone again and the problem has gotten worse. 

It does show that Home/Away is controlled by my current phone, a Samsung Galaxy S22, and it shows the correct devices to turn on or off when i come or leave.

In 'Family & Guests', I am listed as the only 'Home Member'.  No one else has a nest App.  I have others listed under 'Home Entry Only'.  That is what I need to use to give them individual passcodes and to control when they can enter my house.  However, when they access the house, I don't want all the interior cameras to turn off.  When they exit and lock the door, it does not turn the cameras back on so if someone comes in the morning, then my cameras are off for the day or until I notice that they are off and turn them on remotely.

 

janthadeus
Community Specialist
Community Specialist

Hi there,

 

Thanks for sharing that with us. We appreciate your efforts here. Could you check if your family members’ Home/Away assisting settings are on in their Nest app? If so, turn it off. When it’s on it triggers your cameras to turn off because it uses their phone's location. 
 

Have a look at this article and let us know if you need more help: Change Home/Away Assist settings.
 

Best,

JT

Sorry - that makes no sense.  Are you saying if my Cleaning lady happens to use Nest at her own home, her phone will trigger my Home/Away???

LincoBC
Community Member

And, just to be clear, no one else lives at my house so it is my Dog Walkers, my Cleaning lady, Tradespeople, etc. that are accessing the house and then the cameras shut down.

Brad
Community Specialist
Community Specialist

Hi there,

 

Sorry to hear you're still experiencing this. Have you checked the app t make sure you don't have any schedules, or routines set up to have your cameras turn off when your Yale lock is used? I would definitely suggest looking into those settings to make sure. 

 

Best regards,

Brad

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in to see how the conversation is going, as there's been a lapse in activity on this thread.

Best regards,
Brad

LincoBC
Community Member

The problem still exists, and so far no solution has been found

Brad
Community Specialist
Community Specialist

@LincoBC

 

I'm sorry to hear that you're still experiencing this. I can imagine this has been frustrating for you, so I would invite you to fill out this form, and a higher tier of support will reach out to you for further assistance.

 

Best regards,

Brad

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in on this thread and the activity on it. I can see that you were able to fill out that form, so thank you for filling it out! We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad

LincoBC
Community Member

Yes, I filled out the form but no one has contacted me yet.  

janthadeus
Community Specialist
Community Specialist

Hey there,
 

Our support team has sent you email instructions for further troubleshooting. Let's continue through that channel. Please be advised that this thread will be locked after 24 hours.

 

Thanks for your help, Brad.

 

Best,

JT