Nest app crashes when viewing video

[Beachcitydude]

I am not able to get my app to stay open when viewing video. It crashes every time. I’m on iPhone XS max. I’ve uninstalled reinstalled etc. I also have to reauthenticate the app multiple times w Google. 

[Rubes]

Can you just clarify which app you’re using and what troubleshooting steps have been taken so far?

[Beachcitydude]

Viewing video on Nest app on iphone. I have uninstalled and reinstalled. It keeps saying it is having trouble connecting. Then it makes me reauthenticate and give google permissions to nest.

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue. Please let me know if you need further assistance. 

Best Regards,

Brad.

P.S Thanks for your help, @Rubes!

[SpydrMnky]

Brad,

You’re the first person to reach out to me about this issue. I am still having issues when I try to view my videos longer than 30 seconds. It seems to occur more often with the newer camera than the older version version camera.

[Brad]

@SpyderMnky

Go ahead and check out the Nest Web app then on a computer. It may serve you better. You can find it here.

Best regards,

Brad. 

[SpydrMnky]

I try that, but it goes

from login, to me typing my email. Then I hit enter and it sends me back to the login screen. I did this 3 times before giving up. 

[Brad]

@SpyderMnky

It did this on the web app as well? Are you sure you are using the correct google login information? Did y'all try to migrate your Nest and Google accounts already? Or are you in the middle of migrating from Nest to Google app? The loop is happening because something wasn't completed at some point of your migration.

Best regards,

Brad.

[SpydrMnky]

I’ve already been in contact with Nest customer service rep on a different issue to which I’ve been assured that my account has been migrated for over a year. the website issue is different than the issue I’m having on the app. I can be watching my Nest IQ camera for around 5 seconds and try to scroll through video, when it suddenly shuts down on me by asking for me to login again. I watch my older camera and it also does it, but at least it takes a few minutes. I’ve tried reinstalling the apps, resetting my Wi-Fi, and finally contacting Nest via this community forum. 

[Brad]

@SpyderMnky

Restart your devices, Factory Reset them, but I do not have a solution for this issue. It seems to be an ongoing bug. Best I can suggest is to wait and make sure that your devices are connected to a strong wifi connection, so they can update when an update becomes available.

Best regards,

Brad.

[Brad]

Hey Folks.

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.

[Beachcitydude]

Still an issue 

[SpydrMnky]

I have been having the same issues across ALL of my Apple devices. I will be scrolling through that days video, but within a matter of seconds it will completely crash to my home screen.