Home App Crashes When Adding Familiar Face Names

[DazJones]

We just set up our cameras last week and are trying to populate the familiar faces. After the first day, any new familiar face that we try to add a name to, the app crashes. Tried on multiple devices, deleted, and reinstalled the app, also restarted the network. I’m trying to avoid factory resetting and reinstalling all of the cameras again. Our doorbell was an issue, and needed three factory resets to connect the first time. 

[EmptyNester]

Hello,  Let me try and escalate this and get you some help from a Google Tech person.  

[ByronP]

Hi DazJones,

Thank you for posting here in the community. I really appreciate you chiming in, @EmptyNester. I'm sorry that the feature of familiar faces isn't working. This could be frustrating, especially if you try multiple times but it still doesn't work. Help's here

Just to confirm if you already subscribed to a Nest aware, if you didn't, please review the following article about familiar face detection. There are a few options you can try to manage.

Let me know if you need more assistance.

Regards,

Byron

[DazJones]

Thanks. We are subscribed to nest aware, and I was able to add names to faces for the first couple days. Now, no matter what to do it crashes.

[DazJones]

To be clear, I’ve tried uninstalling the app, turning all the cameras off, turning my phone off and on. To my knowledge, there’s no way to add faces using the web, I’ve tried that as well.

so far, the notifications and the picture clarity is great. However, insulation was very challenging as it took to phone calls with agents to factory reset a brand new doorbell out of the box. I subscribed to the service, and now the features do not work. the reason I switched to Google nest was because of the reliability and ease of use. 

[DazJones]

forgive the spelling and grammar, talking to text

[EmptyNester]

@DazJones as a trouble shooting step is it possible for you to use another family member's phone. The reason for this is it will help eliminate that particular phone as the area the problem is happening verses something else external to the phone.  That helps pinpoint the problem area.

Also,  just to confirm since you are on Gen 2 cameras that you are using the GOOGLE HOME app.

#1 I would log out of the App on that phone.

#2 Download and install it on a different phone and log in.

#3 Try the familiar faces function now.   

[DazJones]

I was able to do this on another family member's phone - so it is just my phone.

[EmptyNester]

Hmmmmm, well that is an important step forward in figuring this out.    This is just a guess but Hhere is how I would proceed....

#1 since it is working on the new phone go back to the old one and see if it still crashes (It might have self resolved)

#2 I would try deleting and reinstalling the App again. But this time make sure you LOG OUT of the app first and then LOG BACK IN once you re-download the app again.

If that doesn't fix it then maybe the ByronP will have an idea. 

Looking forward to hearing if this gets it working again.