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App keeps crashing when naming new nest protect to an existing installation

Cpture
Community Member

I’ve tried restarting my device (iPhone 12 pro max), using data/no WiFi, using another device (iPhone XS), uninstalling the app and reinstalling and it still crashes. 

I have another 4 nest protects to install into my current Installation of 3. 

thats £420 of smoke alarms I can’t use properly because the software doesn’t work.

 

Some help would be lovely.

 

7 REPLIES 7

Cpture
Community Member

Note this was during the add new product process.

MudMan
Community Member

Same issue with crashing after picking a name and it starts to search. Tried rebooting iPhone. Tried iPad same crash. 

GarrettDS
Community Specialist
Community Specialist

Hey there, 

So sorry to hear about the app crashing every time you go to add a new Nest Protect to your current household, I'm sure that is frustrating but I'm happy to look into this for you. 

 

I'd love to know more about what's happening. Are you getting any message on the app before it crashes? Also, how far is the first Nest Protect to the second one that you're setting up?

 

I look forward to your response. 

Best regards, 

Garrett DS

Cpture
Community Member

App crashes to device home screen immediately on the start of the next process. Sometimes I get a split second animation of searching for the device but tbf it’s very inconsistent.

 

 

GarrettDS
Community Specialist
Community Specialist

Hey there Cpture, 

Thanks for giving me some more information.It appears that this is a bug that we are aware of that our engineering team is working on a fix for. We do have a workaround for this which is to only tap the room name once on the room selection screen and wait for the app to load the next screen in the pairing process.

 

Please let me know if that works for you. 

Best regards, 

Garrett DS

MudMan
Community Member

Exactly what I needed. Pausing and waiting after selecting the room rather then clicking again when the check mark didn’t come up was all it took. 

GarrettDS
Community Specialist
Community Specialist

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