Nest protect push notifications not working during real CO alarm

[Stefan1]

Unfortunately my Nest Protect Gen2 didn`t work as expected during a real alarm situation.

I was away from home for a couple of hours and when I returned, my house had a CO incident which the Nest Protect alarmed locally with the noise signal. BUT, the alarm was on for 1,5 hours and I didn`t receive any push notfications. One could think that maybe there was a problem with the connectivity or the settings, but I did receive a notification one hour after detecting the alarm: "The battery low" status of one of the Protects sent a push notification that I should change the battery.

So I received a push notification for a warning, but not for a real alarm.

All the Q&A and help instructions online I could find didn`t help out as they "just recommend" to check the settings and assume the wifi isn`t working. ... 

[Markjosephp]

Hi Stefan1,

I'm sorry to hear that your Nest Protect doesn't send you important notifications. I'm sure it's not related to the power, but I'm happy to help.

To check if this is about the sensor, please run a safety checkup. Here's how:

1. Open the Nest App.
2. Select Nest Protect on the home screen.
3. At the bottom of the screen, tap Checkup.

Let me know how it goes.

Best regards,

Mark

[Markjosephp]

Hi there,

I'm checking back in. Were you able to do the steps above? I'd be glad to hear from you — I'd like to make sure everything is working.

Best regards,

Mark

[Stefan1]

Hi Mark,

I did indeed do a checkup of the system. Everything is in status green and looking at the history I can see the CO alert in the app (see picture attached).

But I never received a push message on my mobile phone on this incident (except the warning about the battery low status a couple of hours after the alarm).

We also tested the alarm again, and it at least works in principle.

What would help most is if I could simulate an alarm that should pass through to the mobile app/push notification.

thanks for your help.

Stefan

[EmersonB]

Hi folks,

@Stefan1 just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

I appreciate the help, Mark.

Thanks,
Emerson

[Stefan1]

Hi Emerson, the topic is still important and I really need to solve it. This is a safety critical product that I need to rely on in case of an incident and currently it doesn`t work as expected. thanks for your support

[EmersonB]

Hi Stefan1,

Thanks for getting back to us and I get what you mean about solving this issue. However, based on what happened this is likely a connection issue. Do you still remember where were you when it went off? For example, are you in an area where you don’t have a good connection of mobile data or somewhere that can cause the delay of the notification? Do you know how to check your Wifi fluctuation from your Wifi router's settings? How far is your Nest Protect from your router?

Keep us posted.

Regards,
Emerson

[Stefan1]

Hi Emerson, the time when the alarm went off, I have been at work, so my mobile connection was ok. And the device that has activated the alarm is the closest to the router I have, less than 5m away with direct line-of-sight.

whatever happened that day isn`t important to me, what is essential is to find out and validate that the next time the alarm goes off, a message will be pushed to my phone. Isn`t there any way to validate push messages - or to trigger such a message through the app?

.. is the only way to really enforce an alarm? If then, how fast is the push message to be expected so that I can acknowledge and silence the alarm quickly? thanks for your help, Stefan

[slayer]

I am also having this problem. Getting zero notifications on my phone.

[Stefan1]

Thanks to confirm, I consider this missing feature a safety risk and I am really surprised that it seems that this functionality can`t even be tested manually.

[Markjosephp]

Hello folks,

I'm sorry for the delayed response, and I know it's been a while, but we'd love to look further into this. Please fill out this form with the needed information and let us know once it's done.

Thanks for helping here, Emerson.

Regards,

Mark

[Juni]

Hi there,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.
 

Thanks,

Juni