Nest iOS app locks up when anyone rings the Nest Doorbell (wired)

[Sc0ttMcC]

ISSUE:

If the doorbell button on the Nest Hello (wired) doorbell is pressed, then an alert as a "banner" is sent to the Nest iOS app within a few seconds. However, if you tap on the iOS banner alert to start the Nest app, the app hangs and goes you cannot interact with the person who rang the doorbell. Sometimes the app will freeze with a still image of the person who rang the doorbell and sometimes the screen will just go black. In either case, the Nest app must be restarted.

After the app is restarted, if you go to the Nest Hello video timeline, scroll to the doorbell ring that hung up the app, and replay the video, then the app will hang up again.

Nest Hello has been reset, removed from home in the Google Home app, re-added, and nothing helps.

What are my options to resolve this issue?

APP INFO:

• Nest iOS app version 5.67.0

HARDWARE INFO:

• Apple iOS version 15.4 (but can be replicated on previous point releases and iOS 14.x versions, too)
• Nest Hello (wired) doorbell is connected to a WiFi 5-compliant wireless router (which in turn is connected via Cat-5e Ethernet directly to symmetrical 100 Mbps consumer fiber internet access) that is approximately 4m (12ft) away with only one sheet rock/brick wall between them. 

Average WiFi connection stats to the doorbell:

• Ping 11ms
• Download 82.6 Mbps
•  Upload 55.3 Mbps

[Tmuch]

Sorry, no answer, but I have an identical problem with a very similar setup. 

Tom

[Sc0ttMcC]

Even worse: This week I upgraded to a brand-new iPhone (13 Pro Max) and the delivery man rang my Nest Hello doorbell to require a signature. Of course, the Nest app on my old iPhone XR hung up.

After unboxing the new iPhone 13 Pro Max, upgrading it to the same iOS 15 point release and Nest app software revision used on my old iPhone XR, I rang my doorbell to test—and the Nest app on my new phone also hung up. 

So, I've now replicated this issue on separate hardware devices. What's going on, Google? 

[Sc0ttMcC]

I can also add that my Nest Indoor Cam (Wired) also experiences the same behavior when viewing an alert from the Nest app on my iPhone. While at the grocery store, the Nest app on my iPhone alerted me to movement in my home's kitchen. When I tried to view the live Nest Indoor Cam view, the app locked up and I was unable to interact with the live video stream.

Fortunately, the movement was benign, but what if it was a burglar? What if this alert happened late at night and I was unable to see a violent attacker in my home before it was too late?

This is quickly turning into a safety issue, Google. Please respond to this thread or you're very likely to lose a multi-year customer.

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I definitely understand how frustrating your situation must be, and I wanted to make sure that your concern was acknowledged. Have you made sure to remove access from your old phone? I would start with that first, but for this issue with the app locking up for you, I would just restart both devices even though it's a brand new phone. If you still have this issue, Id actually like you to call or chat into Support so they can assist you further with some live troubleshooting steps.

Best Regards, 

Brad.

[Sc0ttMcC]

Hi Brad and thanks for the reply.

Maybe I wasn't clear in the previous post, but the issue carried over from my old iPhone XR to my new iPhone 13 Pro Max. The Nest app freezing at every doorbell event was easily replicated on my iPhone XR for a long time before I bought the new iPhone 13 Pro Max. When I still owned the iPhone XR, I had reset both the Nest and Google Home apps, removed and reinstated access for all Nest devices on our network (all six of them, which was from a UX standpoint a painful process that I don't particularly want to do again).

So, it's nothing to do with the old phone not being removed and causing a conflict. Besides, I wiped that phone the day I received the new one and have already sold the old phone hardware.

I'd like to have someone from Google/Nest troubleshoot this issue, and would remind them that forums user Tmuch (https://www.googlenestcommunity.com/t5/user/viewprofilepage/user-id/125622) is also having this same issue with the Nest app freezing. Similarly, forums users Kpennebaker (https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-cameras/td-p/134129) and CaptJudburn (https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Doorbell-wired-not-plying-event-vi... both seem to have issues just recently with frozen playback of Nest camera events.

[Brad]

Hey folks.

I cannot troubleshoot this issue with you over these forums. I would suggest that you reach out to support directly and have them live troubleshoot the issue with you instead.

Just as a heads up, these forums are not the place to go for direct assistance/troubleshooting from a Google rep. 

Best regards,

Brad.

[kbb3_alameda]

I just saw this thread but am having exactly the same issue.  The app locks up on a doorbell press.  Even when attempting to replay the doorbell press, days later, the app still hangs and won’t play the event.  Thought it was just my device and actually considered buying another one but I’m obviously not alone.  Other events will play back correctly, including when detecting someone on my porch.

[Tmuch]

I agree. I am not able t play back the ring and several seconds after on iPhone or iPad. 

[Sc0ttMcC]

So, there are now at least five different Nest Hello doorbell owners with similar hardware setups on this forum claiming to all have the same issue.

Please inform us as to how we each individually contact Google Nest support to troubleshoot.

[Brad]

Hey folks.

Fill out this Support Form and it will create a case and then Support will reach out to you. 

Best regards,

Brad.

[Sc0ttMcC]

Has anyone else with this issue had the time to fill out the Support Form and go through the steps to fix this issue with Google? Is there an open ticket the rest of us can reference?

[Sc0ttMcC]

Update: I filled out a Google Support Form with virtually the same information I've listed in my first post on this thread over a week ago. As of today, there was no follow up from Google Support. Of course, every doorbell rang I've experienced since then still locks up my Nest app on all iOS devices.

At this point, I encourage every Nest Hello owner with similar problems to consider replacing their doorbell with a competing product.

I know I am... 

[Brad]

@Sc0ttMcC

Sorry to hear that you haven't heard from Support yet! I still can say that this is not something we can assist you with over the forums. Try calling or chatting with the Support team instead. This link will get you there. Fill out the basic issue, pick the issue that best describes the issue out of the options, and then click Next, and then you'll have the option to call them, to have them call you, or to chat with them live. 

Best regards,

Brad.

[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.

[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.