Nest Protect not sending notifications on iOS

[ljesse1]

My Nest Protect has not sent notifications during two recent smoke events that occurred due to cooking mishaps. The alarm sounded in the house, but no notice was sent to my phone. 

I get Push Notifications from Nest regarding monthly Sound Checks, and full permissions are granted to the Nest app for notifications.  I can also initiate a Sound Check at any time via the app, and my Protect carries it out. 

If I press the central button on my Protect, it states "Ready in the Kitchen.  Press to test."

[DanCoco]

This happens to me on Android as well. Or I'll get it hours later. 

Report this issue to the Consumer Product Safety Commission as it is a commonly reported issue that Google has failed to address or acknowledge internally. https://www.saferproducts.gov/IncidentReportinghttps://www.saferproducts.gov/IncidentReporting 

[Markjosephp]

Hello ljesse1,

Thanks for reaching out. I appreciate you checking the Nest app's permission and Safety check-up status for your Nest Protect. I'd be happy to take a look at this for you and see why you didn't receive notification.

Have you tried rebooting your Nest Protect? If you haven't yet, please try restarting it by taking out the batteries and leaving them out for at least 3 minutes to refresh before plugging them back in. Restarting your router and phone would help to ensure that they communicate with each other. After these steps, monitor its behavior and let me know how it goes.

Regards,
Mark

[DanCoco]

This issue has been ongoing several years, but I've rebooted and not had any resolution. The function does not work and is a safety hazard as users are expecting notifications. 

Is Android removing permissions from the app or putting it into sleep because it's not actively used every day? 

Please escalate this issue and DO NOT LOCK THIS THREAD. NOT RESOLVED. 

[ljesse1]

Mark,

I have tried restarting my Nest Protect, and have actually done a factory reset and added the device back to my account.  I have tried rebooting each segment of my home network. I have also uninstalled and reinstalled the Nest app from my iPhone. None of these steps have produced a push notification when an alarm is triggered. 

[EmersonB]

Hey folks,

@ljesse1 and @DanCoco, thanks for your update. Because they're a matter of safety, Nest Protect notifications about smoke, carbon monoxide, low batteries, offline status, expiration, and sensor failure, can't be turned off with the Nest app. So you won't see options for these notifications in the Protect settings menu. Have you checked if the notification settings from your phone are turned on? Have you tried getting a notification from your other mobile phones? Also, could you confirm if you’re doing the same steps below?

Nest app

Make sure notifications and emails are set correctly for each device you have.

1. On the home screen, tap Settings> Notifications. 
2. Select the product you want to change notifications for.

Looking forward to your response.

I appreciate the help, Mark.

Regards,

Emerson

[ljesse1]

Hello,

I have confirmed Notifications are on for the Nest app, and set to display under all conditions. I receive other Nest notifications, such as motion detection from a security camera. 

I have confirmed on two additional iOS devices (an additional iPhone and an iPad) that notifications are not being sent from my Nest Protect devices. 

[apacheguy]

Exact same thing happened to me yesterday. Smoke alarm sounded, no notification displayed on any of my devices. I called support and, after some time on the phone, was told that my Protect was working normally and there was no record of a smoke alarm sounding.

I will be reporting this incident to the website linked above. This is a matter of safety and the ability to receive notifications on my devices was the only reason I purchased the Nest Protect. If it can't perform that basic task, then this product is worthless, IMO.

[EmersonB]

Hi everyone,

I appreciate your efforts sharing here what you've experienced about your issue. We'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

Best,

Emerson

[DanCoco]

Form sent for android issue

[DanCoco]

@EmersonB please remove this as the recommended answer. This is not a resolution, and while i was contacted today via email, i am awaiting a reply to know what info is needed by Google so they can start to diag a software fix. Please keep this thread open, as I will post the outcome for others to access if they have the issue. 

[Jenelyn_O]

Hi DanCoco,

Thanks for keeping us in the loop. I'm sorry for the delay. No worries, we'll keep this thread open for you to share information that could help other Community members. We appreciate the gesture. 

Best,

Jenelyn

[ljesse1]

Form sent for iOS.

[apacheguy]

Form sent for iOS

[EmersonB]

Hello everybody, 

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Let us know if you have more questions in mind.

Thanks,

Emerson

[DanCoco]

Thanks! Please keep this thread open until problem resolution and everyone is xonfirmed to have received replies from support. I have not received mine yet.

[DanCoco]

Just bumping this. I have not seen any email response to my form. 

[Jenelyn_O]

Hi there,

@DanCoco, I'm sorry that it's taking too long. I made a follow-up on your case. Please bear with us.

Thanks for assisting this thread, Mark and Emerson.

Kind regards,

Jenelyn

[DanCoco]

Thanks! I did just get an email reply asking for a photo if a protect with serial number. I replied indicating a software issue and all protects at myltiple sites affected. I asked if the photo was required to continue and what the next steps after this would be.

[DanCoco]

Please keep theead open while the case is worked as i will post public updates here in case a fix is found 

[Einstem]

Following.  Same issue 

[DanCoco]

I'm still working through the scripted responses to "try." They have not yet asked any probing questions such as version number of app, Android OS, nest protect firmware, etc. 

So far they've offered to replace the detectors, if they were in warranty. Factory reset the detectors, the nest app, add a new home struceure, and more. 

I will update if any useful information is found, or support begins to look into the actual issue. 

[Einstem]

FYI.  I get those "notification badges" for my app that shows I have a notification, but never any actual notification son my iPhone.  No actual notification notice with sound.  I've checked my notification general settings and my Nest App specific settings and everything is fully enabled.  I have tons of other home tech apps (Ring, Trane, Rheem) that give notifications through the notification center.  Crazy that I can be away and have  fire in my house and wouldn't know it!  What's the point of the App if you don't get actual notificaitons on your phone!  I don't even get Emails..  Nothing except the "App Notification Badges", which I would have to actually notice.  But since they are showing up, I know the APp is trying to do something.. it just never actually notifies my phone.  It's like it thinks I have the notification sound and display permission turned off.

[apacheguy]

Google mailed me a replacement Protect. Unfortunately, the replacement Protect expires two years earlier than the Protect I had installed. So I lost two years of product life. Also, no guarantee this solves anything since I don’t think this is a hardware issue. All signs point to this being a software issue with Google’s servers.

[DanCoco]

I agree. I suspect when i reach the end of the cookie cutter diagnostic tree, that the support responses will go silent. They have with past issues.