Nest home / away issue...

[1Teanaway]

Cameras won't change from home to away, or the other way...  any ideas?

[Brad]

Hi there, 

Sorry to hear you're experiencing this, as I can imagine it has been an inconvenience. I would love to look into this further for you. I would suggest that you check and make sure that you have your Presence Sensing settings enabled. The Home + Away feature will not work without those settings enabled and managed. Please let me know if you need further assistance. 

Best regards, 
Brad

[Brad]

Hi there, 

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad

[1Teanaway]

Still the same. I have to manually change from home to away

[Brad]

@1Teanaway

Home & Away goes off of your phones location, and other sensing to work. You have to have your phones location settings enabled, and check your settings for Home & Away in the app.

Best regards,

Brad

[1Teanaway]

I've had nest cameras with the home/away assist for at least 6 years with no problems until I finally transferred over to google nest last week. now it doesn't change. I've checked all of my settings more than I care to recall. Very frustrating issue...

[EmersonB]

Hi folks,

@1Teanaway we can feel how hard this is for you and we wanted to help you resolve this issue. To know more about this, I'd like to ask some questions: What app are you using now to set up your home and away assist? What is the triggering factor for your home and away assist? Is it your phone or people? Check this link to know more about changing the settings of the home and away assist.

Looking forward to your response.

I appreciate the help, Brad.

Regards,
Emerson

[1Teanaway]

Hi Emerson...

I'm using the nest app. my phone is the trigger.

[EmersonB]

Hi 1Teanaway,

Thanks for the information. To confirm, do you have a schedule setup? This can cause confusing behavior, so we recommend that you don’t set a schedule if your camera is set up with Home/Away Assist. Also, are you the only one who has access to your Nest cameras through the Nest app? How many devices do you use to control your Nest cameras?

Each person can only use one phone to share one phone location at a time. If you’ve already enabled phone location on one phone, enabling it on a different phone will disable it on the first phone. If you're already sharing your phone location using the Nest app, enabling it in the Home app will disable it in the Nest app. You can only use one app to share phone location at a time.

You can also turn off phone location in your phone’s main settings menu, but this will not only affect the accuracy of Home/Away Assist, it may change how other apps on your phone work, too.

Hit this link for more information.

Regards,

Emerson

[EmersonB]

Hey 1Teanaway,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Best,
Emerson

[janthadeus]

Hey everyone!

I just wanted to jump in here to make sure that you saw our response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks for the help here, Brad and Emerson.

Best,

JT

[1Teanaway]

nothing has changed with nest aware... my phone is the factor as to the switching back & forth between home & away but it does not change unless I remember to do it manually... very frustrating

[janthadeus]

Hey there,

We're sorry you're still having trouble with this. No worries, we’ll sort this out. Do you have family members in your account? How many bars (signal strength) do you have on your phone?

Here are some troubleshooting steps you can try:
 

1. Check that there are no people (or their mobile devices) still in the home. It’ll keep it from switching to Away mode. For example, if a home member has a tendency to leave their phone at home when going for a run.
   • Check for any of your devices within the home that you have installed and signed into the Nest app, such as iPads or tablets — these are common devices to be left in the home. If any device is logged in, still present in the home, and contributing to Home/Away Assist, remove it as a contributing device.
   • If there are other people who are using the Nest app for shared access in your home, they should check that their mobile phone’s location is correct in the app too.
   • The Nest app’s automatic checkup should help prevent most connection issues that are caused by the mobile phone’s settings.
2. Check your mobile phone power, settings, and signal strength.
   • Make sure your cellular data (also called mobile data) and Wi-Fi are enabled.
   • Check if your phone is in airplane mode. If it is, take it out of airplane mode.
   • Check the battery level of your phone. If your phone is running very low on power, cellular data and Wi-Fi may have been automatically disabled to preserve the battery charge. Charge your phone first.
   • If you have a low signal strength, your home status should switch once the signal improves.
   • Check your Nest app’s notifications and data permissions in the phone’s OS Settings.
     • Usually, there will be a list of all installed apps somewhere in the phone’s Settings menu.
     • Select the Nest app from the list and check that it can use cellular, Wi-Fi and GPS data, and receive notifications. Enable any disabled selections.

Let us know if that helps.
 

Best,

JT

[janthadeus]

Hi there,

It's me again. I want to make sure you're all good — how did the steps go?
 

Best regards,

JT

[janthadeus]

Hey there,

Just checking in to make sure that you saw my response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours. 
 

Best,

JT