Nest App keeps crashing my iPhone

[Zephyr101]

For the past couple of months the nest app keeps crashing my iPhone and other IOS devices.  At first it was once a week maybe , but now it’s everytime I try to view a recorded event, my phone also heats up extremely quick !    What is going on Google!   

[EmersonB]

Hi Zephyr101,

Thanks for reaching out here in the Community. To know more about this issue, I’d like to confirm, what is the iOS version of your iPhone? Try reinstalling your Nest app and restart your Wi-Fi router and your iPhone to refresh their connections to the Nest server. Let us know how it goes.

Regards,

Emerson

[Zephyr101]

Hello Emerson ,  

I have reset all devices as suggest and I’m still having the same issue.   I am also running 17.1.1 on both phones (it’s happening on both iPhones) 

[EmersonB]

Hello Zephyr101,

I appreciate your reply. How about reinstalling the Nest app? Do you have an Android device? In case you do, have you checked if you'd have the same issue? Please share the software version of your Nest app.

To check it (For iPhone):

  1. Open the Settings app on your iOS device.

  2. Scroll down the settings list and locate your app.

  3. Tap on your app to select it. The App Settings Panel has multiple options including Location, Notifications, Shell Version, App Version, etc.

Thanks,

Emerson

[Zephyr101]

Emerson , 

Sorry , I did forget to mention that I did reinstall the app , still getting the same results, the app is crashing the entire phone, during video playback.  
We are using google home app for the cameras as that is how we were told to use during the initial set up and what we have been using the entire time.   
Google home app version is: App version 3.9.104

Nest app version is 5.73.0.5 

[Zephyr101]

Emerson , 

Sorry , I did forget to mention that I did reinstall the app , still getting the same results, the app is crashing the entire phone, during video playback.  
We are using google home app for the cameras as that is how we were told to use during the initial set up and what we have been using the entire time.   
Google home app version is: App version 3.9.104

Nest app version is 5.73.0.5 

[EdmondB]

Hello everyone,
 

I’m sorry for the late response. We started a software update last week for the Google Home app on both iOS and Android. Please let us know if you still encounter the same issue when reviewing past events even after getting the latest version of the Google Home App (3.10). 

Best,
Edmond

[Zephyr101]

So far so good.    Keeping our fingers crossed the update holds !    

Thank You for all the follow up 

[EdmondB]

Hi Zephyt101, 

Thanks for getting back to us. I’m glad it’s resolved now. If you need further help, let me know. 

Regards,
Edmond

[Zsommers]

I’m having the same issue. Google Home app, Nest App, and iPhone are all fully updated. I will watch a prerecorded video from my doorbell and halfway through it will glitch the iPhone and force it to restart. 

[Suriej]

I’m having the same issue.  I have uninstalled the app and reset my iPhone.  No luck.  It’s crashing on my two iPhones but not my android phones.

[EmersonB]

Hi Suriej

Thanks for reaching out here in the Community. To confirm, what is the iOS version of your iPhones? Are they on the latest version (17.x.x)? Looking forward to your response.

Regards,

Emerson

[Suriej]

Hello,

iOS 17.2.1 (21C66)

[zoeuvre]

Hi there Suriej, 

Chiming in—iOS has the latest version of 17.2.2. Consider updating your phone so that we can take a look to see if the Nest app will still behave the same. 

Kind regards,

Zoe

[Suriej]

It’s showing that I have the up to date one????  It’s not showing there is a 17.2.2 and I’m running the 15.

[Sorinel]

Having issues, my Next app crashes when I try to see video history, moving the cameras from Nest to Home app it is even worse, on every evening the video is going dark you can not see nothing, plus Home app is inferior to the Nest app. I just renew my Nest Aware for 180 a year and not able to see my video history. Please advise if not I will cancel my subscription and buy new cameras because I can not have no video when I need to see something. This is crazy Google you will loose a lot of Nest users with this kind of crappy service 

[Lance_L]

Hi everyone,

@Sorinel, thanks for joining the discussion. I’m sorry to hear that you’re having the same issue. Let’s check it out.

Have you had any chance to perform any of the troubleshooting steps recommended above? If yes, how was it?

If you haven’t done so already, please try the steps below and let me know how it goes.

1. Open your iPhone's Settings > General > Date and Time. Tap Set Automatically, toggle it off, and then turn it back on. Make sure that the time zone, date, and time are correct.
2. Go back to Settings > Privacy > Location Services > Nest. Make sure the Google Home or Nest app has permission to use the phone's location.
3. Check for any updates for the Google Home or Nest app in the Apple App Store.
4. Check for any iOS updates and install them if there are any.
5. Uninstall the Google Home or Nest app, restart your iPhone, and then reinstall the app.

Keep me posted.

I appreciate your help, Emerson, Zoe, and Edmond.

All the best,

Lance

[Suriej]

I figured out how to fix it.  Thanks for the help.

[EdmondB]

Hey there, 

Thanks for keeping us in the loop, and I'm happy to hear that this has been sorted out. If you need further help, let me know.

Cheers, 
Edmond

[Sorinel]

try to see video history, moving the cameras from Nest to Home app it is even worse, on every evening the video is going dark you can not see nothing, plus Home app is inferior to the Nest app. I just renew my Nest Aware for 180 a year and not able to see my video history. Please advise if not I will cancel my subscription and buy new cameras because I can not have no video when I need to see something. This is crazy Google you will loose a lot of Nest users with this kind of crappy service 

[Sorinel]

How you fixed?