There is a problem connecting to the nest services

[JohnF]

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original poster: Kent Friman 

So my Nest app starting to do say this to me, There is a problem connecting to the nest services, Its been doing this 4 days, whats the problem?

[rbshawn]

This has been happening to me as well for years in the mobile app, it’s frustrating. I’m using an iPhone. If you keep clicking retry it here’s you in for a short time. But it always starts right back up. 

[SourdoughLoafer]

I'm continually seeing the same issue from the mobile app.  Unclear if it's related to my configuration -- but worth calling out that I have multiple houses (each with a Nest Hello, one with a secondary Outdoor cam, both contain additional Protects).  The drop pretty reliably happens within a minute.  Try Again always successfully reconnects, but it'll quickly drop connection again.

This happens regardless of home/camera.  It does *not* repro from home.nest.com/camera however.  Just on the iOS app, across both iPhone and iPad.  Devices are all on the latest OS and app version as well, FWIW.

I've seen a few threads regarding this, and hoping that someone can take a deeper look.  Help?

[GarrettDS]

Hey there,
Sorry for the late response, but I wanted to drop in here to help.

I understand that these issues can be confusing but I definitely wanted to stop by and see how I could help.

Just wanted to double check to see if you were still needing help on this? If so, what troubleshooting steps have you tried?

Please let me know.

Best regards,
Garrett DS
 

[SourdoughLoafer]

Thanks @GarrettDS for the reply.  Indeed, this still happens.  I mentioned below a number of steps I've taken -- signing out/in, reinstalling the app.  Note that this repro's across two different devices, so does not appear device specific.  Nor does it repro on the home.nest.com web site. 

(Our configuration is also pretty complicated with a bevy of cameras and protects in two different houses, so really hoping that you're not going to suggest re-provisioning all of them!  I've seen a number of app store reviews in recent history that also indicate a number of folks are seeing the same issue.  So maybe I'll ask: how can I help provide diagnostics or repro.  It seems like there's an issue here someone on the dev team should be interested in fixing...?  Happy to connect and help if this isn't able to be reproduced by anyone on the team!)

[GarrettDS]

Hey there, 

Sorry to hear that you're still having issues with this, I'm sure it's frustrating. Typically since you've tried a lot of the troubleshooting steps that we would provide, we would ask that you do a factory reset on the devices or uninstall and reinstall the app. 

If that is not something that you wish to do, I would suggest sending feedback into our engineering team by using this link and they will look into this further.

Please let me know if you have any further questions. 

Best regards, 

Garrett DS

[SourdoughLoafer]

Thanks @GarrettDS.  While I'll definitely give that a try, I'll mention that the link provided above steers folks to submit app logs from the Google Home app -- not the Nest app.  I'm just guessing here, but suspect this isn't going to have logs for the app issue we're seeing.  (It's worth mentioning that I don't see any disconnect issues from the Google Home app, just the native Nest app on iOS.)  While I'm submitting regardless, I am curious if this is the /best way/ to gather logs from the Nest app to forward them on to the dev team?  Note that I'm happy to install Charles proxy if network traces would help, etc.  Anything I can do to help.

[GarrettDS]

Hey there, 

I appreciate the lookout on this, however, that feedback is going to our Google Nest team, who covers both the Google app and the Nest app as we don't have a separate team for the different apps. So any logs that are covered there, please feel free to submit them. 

Please let me know if you have any further questions. 

Best regards, 

Garrett DS

[Thefalconer08]

I am having the same issue, and my setup is very simple with just 3 nest cameras in my home. When clicking a camera to view in a bigger picture, every time it works for a few seconds and then reverts to the blue screen saying “cannot connect to network services. Try again in a few minutes.” From the above discussions, it sounds like y’all do not know why this is happening nor have a fix for it.

-Don

mobile app 

[Davenrea]

Have we had any luck with this yet, still very frustrating having to keep retrying 

[GarrettDS]

Hey there,

So sorry for the late follow up. If you've tried a lot of the troubleshooting steps that we would provide, we would ask that you do a factory reset on the devices or uninstall and reinstall the app. 

If you've already tried that, I would suggest sending feedback into our engineering team by using this link and they will look into this further.

Please let me know if you have any further questions. 

Best regards, 

Garrett DS

[SourdoughLoafer]

For the past few months, I've been seeing very reliable drops in connection when using the iOS mobile apps.  Clicking on a camera followed by a few seconds later it dropping connection with the "There was a problem connecting to the Nest service.  Try again in a few minutes."  Try again will consistently restore connection until it drops again (generally in a few seconds -- less than a minute max).

I'm unclear if it's related to my configuration -- but worth calling out that I have multiple houses (each with a Nest Hello, one of which also has a second Outdoor cam as well; and both contain additional Nest Protects).  

This happens regardless of home/camera.  It does *not* repro from home.nest.com/camera however.  Just on the iOS app, across multiple devices though: both iPhone and iPad.  Devices are all on the latest iOS and the app is up to date.  I've attempted to delete and reinstall the app (no luck).  Sign out / sign in.  My account has been migrated to Google Login.

I've seen a few threads regarding this, and hoping that someone can help engage to take a deeper look.  Any diagnostics I can provide?  Hoping I can get some help, as this makes the overall experience really degraded.

I also suspect this should be notable in client diagnostics, given how frequenly folks appear to be seeing this in the Community posts (there's at least a few); and in app store reviews.  

Thanks in advance for the help!

[Smarthomewizard]

I also get this same issue. It’s so bad I cannot even change the schedule on my best because it disconnects too often. I can’t look at camera history either because scrolling through also causes it to disconnect. I’ve tried turning off cell, turning off wifi, turning off background app refresh, reinstalling the app, logging out, but nothing seems to fix the issue. The app is basically unusable the way it is. 

[Thefalconer08]

I just ditched the Nest. They’re subpar cameras anyway. I went with a local technician to install some 4K cameras that ADT uses in their systems. It is NOT affiliated with ADT though, so no monthly service. All cameras are Cat 6 PoE with a central monitoring dvr, connected via hdmi directly to my LG OLED TV. And oh yes, there is an independent app as well. Fricken LOVE IT. $1200 total with 5 year warranty on the entire system AND install. Ditch Nest.

[Smarthomewizard]

This isn’t really helpful in fixing my problem. I don’t want to spend another $xx on a different camera system. 

[SourdoughLoafer]

*Nod*

FWIW, I’m /still/ in the same boat.  I’ve yet to hear from anyone on the team to confirm that they understand the issue, to help debug, or really — any other contact at all after following @GarrettDS’s recommendation to submit diagnostics.  I appreciate that there are folks here trying to do their best, but it doesn’t seem to be connecting with folks who are empowered to resolve the issue.

I have no inside information, but my overall sense is that the Nest team is likely focusing on the Google Home app; and isn’t prioritizing Nest app updates anymore (although I’d love to be proven wrong).

The one redeeming thing I can say: you can in fact get to much of the functionality via the Google Home iOS app.  And it doesn’t repro the issue for me there; nor on the web interface (home.nest.com).  The gap is that the GHome app is not feature comparable; and many scenarios require more clicks.  (Overall experience is lacking the focus, as well as the polish the iOS Nest app provided.) It’s given me some hope that a future update will make me feel happier, but I’d also likely not recommend best cams currently to anyone new considering the product in the interim.  😢

I’d like to hope that this may get through yet but not sure how optimistic I am.  🤞

[GarrettDS]

Hey folks,
It looks like we have come to a solution so I'm going to be locking this thread. If you have any other concerns or questions, please feel free to create a new thread.

Have a great day.
Garrett DS
 

[Thefalconer08]

I agree, which is why I’m not a Nest rep in any way. However, I can just say that the best aware monitoring you’d receive for $14 per month is simply not worth it when you consider buying your own system and monitoring it yourself. $600 for 6 cameras in 4K. Or keep paying nest for a service that you can’t use and or routinely screws up simply because of an iOS upgrade. You can hardwire everything with 6 of your total $600 cameras and have peace of mind knowing the functionality is solid with FREE 24/7 review, recording, sharing.

[Thefalconer08]

Sell your nest cameras to some poor bloke and move into the more professional realm of home security systems.

[Smarthomewizard]

Thanks but still not interested. 

[Ramin8or]

There is a major authentication problem with Nest App or home.nest.com when using Google Account on iPhone with latest iOS version 15 to connect to Nest Service. After upgrading to iOS 15 I can only connect to Nest service for less than a minute before it kicks me out and asks me to sign in again with google account. Here’s the message:

There was a problem connecting to the
Nest service. Try again in a few minutes.

This is a major problem with no work around. What is the best way to report this to Google Nest team? Just try using Nest App on iOS 15 for 1 minute you’ll see it consistently.

[jcmiller]

+1 to this problem.  I'm actually on 14.8 and I'm also seeing this, so I don't think it's just for people moving to iOS 15.  Extremely annoying and makes the app unusable.  Nest team, please help!

[FakeElvis]

I’ve been seeing the same thing for a long time. IOS nest app drops connection. Hitting try again works for about a minute then drops again. This was before iOS 15 but still reproduced after upgrade. 

[KenBlazin]

Got the new iPhone 13 Pro. Installed Nest and it has been a nightmare. I cannot do anything unless I am SUPER quick until the app can no longer connect to the service or whatever the error message is. It happens constantly and makes the app un-useable. I assumed it was an issue with the cameras, so I removed it but got the same issue.

Like many of you, I'm not looking to spend more money and a different camera system. Reading through the threads, I have not seen one "Community Specialist" provide real help... I honestly do not think Google knows how to fix the issue or know what is wrong... at least not yet.

Update Edit:
And now I cant add my camera back due to the app not being able to stay logged in 😞 

[Thefalconer08]

In economic terms, your purchase of Nest cameras is a sunk cost. However, your continued payment to them of $7-$14 per month depending on your desired level of surveillance lookback is a very real recurring cost. Additionally, this recurring payment does NOT inspire nest to change anything or really even resolve this issue. In 5 years (while also struggling with this issue), you’ll have spent $14x12x5 while having terrible, recurring functionality issues and never even having real security that you can easily and continually access. For $600, you can buy a 4K six camera system with a 5 year warranty. Install prices are usually $500-$600. 🤔🤔

[Thefalconer08]

AND you can probably sell your crappy nest cameras for $100 each this upcoming holiday to some other poor sap!

[Mpalatino8265]

It won’t connect to the service for me 

[Grieldo]

I get this issue too. I'm using the Nest app on an iPhone with Nest Hello Doorbell. Issue happens while using the app for less than 1 minute. It happens constantly.

[Aaronsteadman87]

Same here. Nest is an absolute shambles since google took over. Wish i hadn’t bought it. 

[Aaccss]

I am having the same problem. Havent upgraded to IOS 15 yet, so it has nothing to do with that.  Also, i have but a single camera and about eight protects so I doubt it is related to the complexity of the account. Very frustrating, and it makes the mobile app unusable.  Please fix this!

[Janes7]

I’m shocked this has been an issue for months with no resolution. Shameful with the number of engineers at Google. 

[BrianKDav]

Since acquiring an iPhone 13 Pro Max I'm seeing this same symptom on the new phone.  I have been running the Nest app for a few years on my work iPhone, which has has rolled through the versions: an iPhone 7, then an 8, and currently a 12.  3 - 4 weeks ago I purchased an iPhone13 Pro Max as a personal device, and linked it to my personal Apple ID, so it's completely separate from my work iPhone.  The bottom line here is that the Nest app on my work iPhone 12 doesn't have the problem at all, and the problem is consistently occurring on my iPhone 13.  And it seems to take the same number of seconds to fail each time.
Both iPhones are running ios 15.1.1, and the current version of the Nest app.

[Mikenest2]

Just wanted to follow this thread.  Same problem, app worked great for years.  iPhone 13 Pro Max running latest iOS, app kicks me out constantly.  

[BrianKDav]

Note I resolved this problem for myself by removing Trend Micro, after reading remarks below about VPN.

[rhensing]

Sighs. December 2021 and having this issue of getting kicked out of Nest app with “try again” error every minute or so on iPhone X on iOS15

[Pauluz]

What is happening GOOGLE! I am losing video from my Google Nest Max now and then, it's very unstable..

I am loosing video from my Nest Hello Doorbell, unstable as well, now I have deleted everything my video history and try to install it from scratch, I did a reset serveral times, and deleted the Doorbell from the Nest App...every time it comes with the message that it can not add the device to my nest account!, I hear a ding dong sound, orange/yellow flashing and that's it! I have tried 30 times now and I am tired of it!

Everything works well on my network, I have about 40 devices and not one is giving a problem only the Google devices!

Nest mini's also responding very slow, and sometimes I have to repeat my question 5!!! Times, and then it comes back with a website found blah blah blah, instead of turing on a lamp for instance....

GOOGLE WHAT ARE YOU DOING!!????????

[Crusty]

Had same problem with message “There was a problem connecting to the
Nest service. Try again in a few minutes” appearing soon after logging in for past few weeks. After a few more searches I found one where it said server doesn’t like VPNs. My failure did align with me installing Trend Micro “Mobil Security “ on my iPhone which utilizes a VPN as part of web protection.   When I turned the VPN off my access in Nest returned to normal.

[rhensing]

Dude!  That was totally the problem!  My iPhone is mobile device managed by my organization which installed the Microsoft Defender app which has a URL filtering/inspection option. I toggled that off and haven’t had the problem since!!

[BrianKDav]

That fixed it with me, too!  I had installed Trend Micro soon after acquiring the phone and so I didn't connect it with the failures.  Just uninstalled it and the problem has not returned.

Not sure it this makes a difference, but I ended all the apps running and rebooted the iPhone after removing Trend and before running Nest again.

[Caesium]

I’ve had nest thermostat and two nest protect smoke detectors for more than 7 years now and I added a nest doorbell today.

Before adding the doorbell I very rarely saw the “problem connecting to nest service” error message. 
Now I’m seeing it almost continuously when I try and look at the camera.