New Google Nest Cam (wired) not turning on when in Away mode

[Kraxyk0424]

I have a Google Nest Doorbell (wired), Google Nest Learning Thermostat, and the Nest x Yale lock.  All have worked great in the Nest app. 

Several months ago, I replaced my old Amazon cloud cams with two new generation Nest Indoor Cams and added them to turn on automatically in my Away routine.  I know they only work in the Google Home app, which is annoying.  I set up the presence sensing in the Google Home App and its constantly asking me if I want to switch to this phone location, which I always do, but for some reason it keeps saying its using a different phone, when I only have one phone and no other devices at this house.   I've switched it back a ton of times but it never seems to stick which then means the Google Home App never correctly enters away mode.

And even when it does sense that I am away by checking the history, the cameras never turn on.  It's quite frustrating to say the least considering how expensive they are and are basically useless unless I leave them on all the time which I don't want to do.  

Any ideas?  Is it possible that by having both the Nest App and Google Home App set up on my phone that it's causing the problem?  Like everyone else I much prefer the Nest App over Google Home for my other products.

[janthadeus]

Hi Kraxyk0424,

I know how frustrating this can be, but thanks for trying to isolate the issue. Let's have a better look — give these steps a try:

Go to Home/Away Assist settings in your Nest app. Check if Home/Away Assist is correctly reporting whether you're Home or Away. If it’s not right. 

Check your home location in the Nest app. 

1. In the Nest App, go to Settings > Home Away Assist > What decides if you’re home.
2. In the Nest App, toggle the Home/Away button, then check if the products are working as intended.

Check your Nest app’s notifications and data permissions in your phone’s iOS Settings. 

1. Usually, there will be a list of all installed apps somewhere in the phone’s Settings menu.
2. Select the Nest app from the list and check that it can use cellular, Wi-Fi and GPS data, and receive notifications.

Check your home location settings.

1. In the Nest app, go to Settings > Home Info > Address.
2. Edit the address if needed. Then select Next.
3. If the pin location is off on the next screen, drag the map to move the pin to the correct location.

Also, restart your mobile phone and clear your cache.

Let me know how it goes.

Thanks,

JT

[Kraxyk0424]

So all of my settings were correct.  Over the weekend I decided to first reset all of my nest settings to turn off Home/Away and presence sensing etc.  I then deleted the Nest app entirely and low and behold google home started working the way it should with alerts and turning the cameras on.  

I then reinstalled the Nest app (since the thermostat and door lock need it for any functionality) and left home/away assist off and again, worked fine.  I turned home/away in Nest back on, with the correct settings and poof Google home stopped going into away mode when it should and turning on the cameras.

 I’ve since turned home/away assist back off in Nest but the Google home app isn’t working again.  So will reset everything and delete Nest again and see if that works.  I wish home/away assist would work in Nest with Google home as I like the thermostat to go into Eco mode when I am not home.  

So frustrating.  

[janthadeus]

Hi Kraxyk0424,

I can understand where you are coming from, thanks for trying. It usually affects this feature if both the Nest app and Google Home app are running. I suggest to turn off the Home/Away assist in your Google Home app and observe if your Nest app doesn't affect its Home/Away assist features vice versa. You can follow: Troubleshoot automatic home and device switching.

Thanks,

JT

[Kraxyk0424]

Annd it was working last weekend but then when i turned home/away back on in Nest it stopped and no matter what i turn off in Nest and google home I can’t get it to work again.  

I need both apps to use all of my products since neither one does it all.   This is extremely frustrating.   

[janthadeus]

Hi Kraxyk0424,

I definitely understand that and I appreciate you for isolating the issue. Let's dig deeper into this. May I know the make and model of your phone? Have you tried checking it on another phone(iPhone/Android)? Have you tried uninstalling reinstalling both your Nest app and Google Home app?

Give these steps a try:

• Uninstall reinstall your Nest app and Google Home app, when you open the Nest app and it asks you to turn on your Home/Away assist turn it on.
• Use another phone to check if Home/Away Assist works.
• Go to your phone’s Settings and select Location. Make sure that it is toggled on. Next, under “Advanced,” check that "Google Location Accuracy" is on. You may go to this article for your guide.
• Go to your phone’s Settings and select Location, then make sure that Wi-Fi scanning is set to on. This will let your phone use Wi-Fi to narrow down your location even if you have Wi-Fi turned off.

Let me know how it goes.

Regards,

JT

[janthadeus]

Hi there,

Checking in to see if you still need help with this. We'll leave this topic open for another 24 hrs in case there are any follow up questions or comments. Please let me know if you need further assistance. 

Regards,

JT

[Kraxyk0424]

My apologies.  I haven’t been able to work through all of the steps yet.  I deleted both apps and was able to reinstall and get the Google home working.  I’m about to reinstall the Nest app.  I have an iPhone.  All of my location settings were correct.

[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

[Kraxyk0424]

It’s somewhat working so go ahead and close this.  I still cannot get both apps to work with Home/Away functioning the way it should.  It will only work in one app at a time but neither app provides the full functionality I need to just use one.  
I will not add anymore google/nest products to my home until the apps are fixed and combined correctly into one.  

[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. We invite you to search the Community to see if a discussion is open and ongoing about your topic. If not, feel free to start a new thread. 

Best Regards,
Brad