Nest protects disappeared from app

[Smooty7]

My thermostats are on the app but the protects disappeared. Gone.  All 7 of them. 6 months ago everything was gone and I had to spend an hour reinstalling everything. I do NOT have time to do this. What is going on and for the price of these things that don’t last 10 years like any other device on the market and have the wave disabled but still charged the same price or more now, why am I dealing with this over and over? Someone tell me before I replace all my devices with another brand ASAP. 

[Lance_L]

Hi Smooty7,

Oh no! I’m sorry to hear that you’re having issues with Nest Protect. Help’s here; let’s check it out.

A few questions: are you the primary owner of the home structure? Do you have multiple homes in the Nest app?

Follow the steps below to make sure you are logged in to the correct account and checking the right home structure:

1. Open the Nest app.
2. At the top left, tap Menu.
3. Tap the home you want to switch to.

Let us know if that helps.

Best, 

Lance

[Smooty7]

Ya, it’s my house… and I’ve had nest since its inception. My thermostats are all in the app just the protects disappeared. Any advice for that? This happened a few months ago too. Any solutions? 

[zoeuvre]

Hi there,

Chiming in—I understand your frustration with the disappearance of your Nest Protect devices and the inconvenience of having to reinstall them. While I can't provide real-time technical support or access specific account information, I can offer some general suggestions to help address the issue:

1. Ensure that you are logged into the correct Nest account within the app and that your network connection is stable. Sometimes, temporary issues with network connectivity or account synchronization can result in devices appearing as unavailable.
2. Try power cycling both your Nest thermostat and Nest Protect devices. Disconnect them from power for a few minutes, then reconnect them and see if they reappear in the app.
3. Make sure you are using the latest version of the Nest app. Updates often include bug fixes and improvements that can help resolve issues.

Let us know how it goes.

Thanks,

Zoe

[Smooty7]

I only have 1 account, my network is stable, and apps are up to date. Zero issues with thermostat. I had to hard reset all 7 detectors and reinstall each one. Nest offered zero help. When these expire I’ll be finding a new brand, this is not really acceptable to happen twice. Especially for the price of them. 

[EmersonB]

Hi folks,

@Smooty7, we appreciate your update. Honestly. This is an unusual issue. The only time that your Nest devices will disappear is when you intentionally remove it from your account or someone from your home members. In case you have multiple home structures on your Nest app, have you tried checking the others? We know where you're coming from and no one here wants you to experience that.

I appreciate the help, Zoe and Lance.

Regards,

Emerson

[Smooty7]

It’s the only home on my device, for 1 or 2 to go I would suspect an accident. 7/7 devices removed but 3/3 thermostats still there I dont think accident is the issue. Who knows, it’s back now. Primarily I am not comfortable with my garage and my utility room being offline. But it’s back reinstalled. Hour of my day, but that day is past and we are rolling again! 

[EmersonB]

Hello Smooty7,

Thanks for getting back to us. We appreciate your understanding about this. We're glad to know that it's working fine now. In case you have issues or concerns about your Nest devices, you know where to find us.

Best,

Emerson