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Nest App Crashes While Installing Protect

Lynds
Community Member

Nest App Crashes While Installing Protect. Have tried 25 times and the neat app crashes everything. I’ve deleted and reinstalled the app also on iPhone. What do I need to do? 

37 REPLIES 37

chrisvanlaar
Community Member

I have the same problem, I have the Nest doorbell in the App and have bought the Nest Protect.

I have tried al the possible options but the App crasht always!😡

 

The shop where i bought it can't help me with it an they said that i can try it here, and didn't succeed i can bring it back to the shop!

I have install the App again

Reset the Nest Protect

remove the Nest doorbell

restart the iPhone 11 Pro (IOS 14.7.1)

and after this step i get a P013 message and the App crasht!

 

Ik hope someone can help me!

 

Nest App 

 

Chris

I have exactly same problem, is there anyone to help us??

Kika
Community Member

I have the same problem, the app on ios is not working properly - we all need a solution ASAP.

GarrettDS
Community Specialist
Community Specialist

Hey there everyone, 
Apologies for the late response, but I wanted to hop in here to let you know what is going on. We are aware of an issue with the Nest app where it crashes when trying to pair a Nest protect. Our Engineering team is working on a fix for this issue in a future app release. 

 

The best workaround at this time would be 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 you have any further questions or concerns. 

Best regards, 

Garrett DS

Kika
Community Member

Hi Garrett,

I can select the room, then the app tries to connect the nest protect to the thermostat and then it crashes, so your proposed solution does not work. It seems the app is simply not working and crashing at different times for all ios users.

I have the same problem - repeated crashes, repeating failures. Sometimes I get past the scan and name and then Nest goes to ‘Assisting Product’ and I wait and wait.  I have 9 thermostats already installed in this house and am trying to reinstall 9 Protects that used to work but won’t connect to the 2.4 network (like the thermostats).  They used to work - and I’ve spent hours unsuccessfully wrestling with this.  These are fault products creating an unsafe environment.  I’m not happy and am clearly not the only one with similar problems.

GarrettDS
Community Specialist
Community Specialist

Thanks for the information Kika. I'm happy to take this feedback and pass it along to our engineering team. Please be patient while they continue to work on this. 

Best regards, 
Garrett DS

GarrettDS
Community Specialist
Community Specialist

Hey there, 

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

 

Have a great day. 

Garrett DS

Kika
Community Member

What response? I see no effective solution for the issue in this page.

Kika
Community Member

I currently have the same issue! Have factory reset one nest protector and deleted from my account the other two. IOS app crashes when nest protector tries to connect to the thermostat.  I need a solution for this ASAP.

Jtom
Community Member

Hi Kika  From what I can find in other posts we are not alone. The response I saw said they have an issue 

with App with iPhones but and they are working on it.  I have not received an answer to my post yet. 

 

GarrettDS
Community Specialist
Community Specialist

Hi there Kika, 
This is a current bug with the app in regards to the Nest Protect as stated above and I am going to be passing along any further feedback to the engineering team. 

 

If you have any further questions, please let me know. 

Best regards, 
Garrett DS

GarrettDS
Community Specialist
Community Specialist

Hey there, 

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

 

Have a great day. 

Garrett DS

reduxdj
Community Member

I can't add my nest protects.

I have the same problem.  Managed to connect two of my four NEST Protects but the app crashes when I attempt to connect the other two.

GarrettDS
Community Specialist
Community Specialist

Hey folks, 

It looks like we haven't heard back from the OP so I'm going to go ahead and lock the thread. If you have any further questions or concerns, feel free to create a new thread. 

 

Have a great day,

Garrett DS

Kika
Community Member

Stop deleting this thread Garrett and fix the iOS app so we can all go back to our lives - it’s not our fault that the app is crashing so we cannot add our nest protects to the network.

Shecke
Community Member

I previously had a Nest Protect (2nd Gen - Hardwired)  in my hallway and recently purchased a Nest Thermostat. I saved the Nest Thermostat to what I thought was the correct "Household App Name", but discovered I had used a different "Household App Name". So I deleted the "Household App Name" that contained the Nest Protect and when I try to add it back in to the now single "Household App Name" with the Thermostat in it, by entering the six digit code of the Nest Protect, it times out tryin to connect. I have checked to be sure I have the latest Nest App, I have turned my phone off & on, and I have disconnected the AC from the Nest Protect Do I need to Reset the Home Protect to clear it's memory? How do I do this? Appreciate any Help you can provide?

Joub
Community Member

I have tried several times to reinstall my smoke detectors. I was able to install the first one, only to get almost to the end of installing the second and the app crashes. This has happened numerous times. I’ve deleted the app and reinstalled, removed devices and attempted to reinstall. Still not able to install the second one. Any help would be greatly appreciated. I am using my iPhone with the current iOS 15.0.1. 

Mark2d
Community Member

I’m having the same issue. Tried it on my iPad and iPhone12 Pro Max,  software version 15.0.1. I’ve done a reboot, re-install and it gets to the same point as Joub. and just closes out the app.

Mark2d
Community Member

After three reboots of my iPhone, my new Nest Connect finally has been added to the app. I also brought the Nest Protect right next to the Nest thermostat and made sure the thermostat was turned on and running the air conditioner while I was trying to add the Protect. I’m not sure if that was what finally got them talking together without crashing but it worked for me. Good luck!

Joub
Community Member

I’ll try and bring both together tomorrow in efforts to get them syncing. Thank you

Joub
Community Member

This still did not work for me. Still trying to install the second smoke detector. 

Kika
Community Member

Since Garrett does not allow comments in the other threads, I need to open a new one. After 3 weeks, ios app still does not allow the nest protect to be added - app still crashes - how long until nest can fix this flaw?

GarrettDS
Community Specialist
Community Specialist

Hi there, 

Just want to stop by to let everyone know that we do not have any ETA on when this will be fixed. I can tell you that this is a high priority and we are working on getting this fixed. 

Appreciate your patience and apologies for the frustrations. 

Best regards, 
Garrett DS

Skline
Community Member

The nest iOS app crashes continually on both iPhone and iPad just after specifying Basement as location.  None of the suggestions resolve.

Skline
Community Member

Removing batteries and retrying was only thing that worked.

MN-Ice
Community Member

I have the same problem. Do not close this thread. October 16,2021

S_patrick
Community Member

It’s very obvious Google is only concern is to take peoples money and not provide a quality product like Nest was previously before Google felt it was necessary to them to destroy and control everything they touch.  In the name of the greed.  Fix the problem. It’s obvious many customers have product that can’t be used probably.  Google needs step the game up.  If Google can shadow ban people for the opinions.  You can fix something is as simple as this.  But you have two apps running the same devices. This isn’t rocket science. You screwed up.  Fix the issue or issues in which created.  Nest was just fine until the obvious Google got involved.  

SeaGriffin
Community Member

I have the same problem with 2 Protects. 

alyraddison
Community Member

Has anyone found a fix for this? I got a new router and can not get the "protect" added back into the nest app! I just keeps crashing while it's searching for the network. 

Kika
Community Member

I think it is over a month now, and no solution from Nest...

Christo
Community Member

Same issue multiple crashes unable to add one of my protects.

Ekoudanis
Community Member

Ive been trying for 2 days to reconnect my 2 smoke alarms.  Incredibly frustrating...and probably unsafe.

Kika
Community Member

It is over a month, or two and no solution....😤 amazing how they cannot fix the issue with the ios app.

Christo
Community Member

@GarrettDS Please don't lock this thread. Seems inappropriate to shut it down when we have no ETA for a solution, and presumably hundreds of users with same issue. At least here Google/Nest can get some idea of the number of us affected and frustrated by the situation. BTW is there a DIRECT bug report link we could use? Or should we add comments to the Apple Store? Thanks!

RMC
Community Member

I have spent 2 days with this problem trying to get a Protect back up and online after changing the batteries. (Last year I spent days trying to get everything working again after I got battery warnings when the batteries weren’t really even  low. I don’t know how I got it fixed. It was trial, error, repeat, kismet!).

This current problem started with ‘dying batteries’. I replaced batteries (were they even dying?), and couldn’t get ANY devices back on line. I finally reconnected my 8 other Protects and with patience (and letting time pass) and they came back online. Except for this one. I finally restored the device  to factory settings and tried to re-add it. Then the app kept crashing. I spent 90 minutes reading through this forum. 

And THEN AMAZ INGLY it’s finally working. On this attempt, I did not use the previous location name and I didn’t bother to try using a custom name. This may have nothing to do with anything. Who knows. I suspect the solution was

**only selecting the room name once and waiting for the app to respond instead of hitting the selection the multiple times it took in the past for the checkmark to appear.

Even this may have had nothing to do with anything but I put that out there as one more thing others might try. I hope for your sanity that this was truly the fix. 

And Google…. You took a great product (Nest Smoke alarm) and appear to be doing your best to kill it. Your documentation and user support it just the pits. It could hardly be worse. Could you take a few hundred grand from your CEOs salary and fund a couple positions who could write documentation, answer phones and debug your app?!!