2-Factor Authentication not sending text message

[jlarrea]

I tried logging into my Nest account (original nest account ... not migrated to google home).  Entered my email address and password as normal and got the message that a 6-digit code would be sent to the phone number ending in the correct last 4 digits.  Never received anything.  Tried again...nope.  Received all kinds of SMS messages and server notifications, but nothing from Google.

Contacted google where a case was opened (case #6-8337000034692) because nobody knows what the heck I'm talking about apparently (they had me checking my email spam filter looking for a text message !!).

Was told I'd hear back today and...nothing.

So, does this mean that ultimately I'll need to perform a factory reset on my thermostat and my next protects and setup a new account so that I can actually access them remotely and receive notifications??

[Markjosephp]

Hello jlarrea,

Thanks for reaching out to the Google Nest Community Forum along with your support ID number. I'd be happy to take a look at this for you.

Have you tried the "Sign in with Nest" option? If you haven't yet, please try to login with the Sign in with Nest using your credentials. From there, try to forget the password, and you should receive a password reset link to the email address associated with your thermostat.

Keep me posted if that works.

Best,
Mark

[jlarrea]

That doesn’t work either. When I try to reset my password it tries to sent the 2-factor code but I never receive it. 

[zoeuvre]

Hi folks, 

I wanted to stop by and see how I could help.

@jlarrea, it appears that you may have tried to log in with Google instead of Nest on the Nest app. In this case, select the option at the bottom of the app to Sign in with Nest. Once you have signed in with Nest, you will be able to receive a link to reset your password at the email address associated with your account.

Let us know if that works.

I appreciate your help, Mark. 

Best,

Zoe

[jlarrea]

Nope...I used "Sign in with Nest".  Again, I can log in just fine...I'm just not getting a text message with the 6-digit code to complete the login. 

[jlarrea]

And then suddenly the text message comes through.  Not sure what changed but don't care...working again!

[jlarrea]

@zoeuvre I just changed my Nest Protect settings back to the automatic sound check from the web (not from the app).  Will let you know if Sound Check starts working again.

[zoeuvre]

Hi there, 

Thanks for the follow-up information. I'm glad that you already got the text message with the 6-digit code. On the other hand, I'll keep this thread open while you test for your Nest Protect's Sound check, but please be advised that as Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity.

Regards,

Zoe

[jlarrea]

Turned sound check on via web(not mobile app) and sound check happened the next day (yesterday). I think all my (Nest related) issues have been resolved. 

[zoeuvre]

Hi jlarrea, 

I'm happy to hear that everything has been sorted out. Since we can now consider this one complete, I will be locking this in 24 hours if we don't hear back from you again. Feel free to start a new thread, and we'll be happy to help.
 

Cheers,

Zoe

[jlarrea]

Back in November I contacted support because the Sound Check on our Protects stopped working (at that point I hadn't heard it for months).  We changed some settings on the app and then changed them back (everything was already setup for Sound Check to work as it always had).  No luck.  I've been trying to remember to do it manually, but don't always remember

It's now been however many months since then and still no automatic Sound Check happening.  Not sure why it stopped and can't seem to find a way to make it start back up.  I'm hoping someone here can provide some insight

[mokkeri]

Same issue here, last monthly "automatic" sound check was January (found in messages)

[zoeuvre]

Hi folks, 

I’m sorry to hear about the situation, and thanks for bringing this to our attention. Let me take a look at this for you. 

Run a Safety Checkup test on your Nest Protect by pressing the Nest button on the device. A blue light should turn on, and it will speak to you. When it says "Press to test", press the button a second time.

Let me know how it goes. 
 

Best,

Zoe

[jlarrea]

Manual tests work fine, but the automatic ones never seem to happen anymore. If the functionality isn’t supported then perhaps the setting in the app should be removed…as well as the marketing materials. 

[mokkeri]

Same here, manual test works -> ring goes red and alarm sounds, but last automatic soundcheck was march 2023 (but silent, only event recorded) , before that january 2023,

[Rene_]

Same here. I even tried the suggested steps from Google support remove from my Nest app, reset, and then add them all back. Going on 3 months with no Soundcheck and the option is on.

[zoeuvre]

Hi everyone, 

It's me again. Thanks for getting back to us, and I'm sorry for the delayed response. 

Have you made sure that the Nest Protect where you are trying to perform the safety checkup is online? Also, how many Nest Protects do you have? Have you tried to perform the Safety Checkup on them? If you don't have other Nest Protect, you can perform the Safety Checkup test by logging in to the Nest website. From there, perform the Safety Checkup test. You can try to log in with other phone to perform the test.

Let us know how that works.

Regards,

Zoe

[jlarrea]

I'm pretty sure we can all manually trigger the check.  But, there's a setting in the app that tells them to automatically perform a sound check every month.  That's the part that has stopped working, for me at least.  The setting is accessible in the iOS app by tapping the gear icon (upper right) of home screen, scrolling to the bottom and selecting Protects, then tapping on Sound Check.

[Rene_]

That is correct. The auto function is what seems to be broken. Not to mention the Sound Check is way more easier on the ears for our family and pets. 

[zoeuvre]

Hello there, 

Thank you for the follow-up. In this case, please perform a factory reset for all the Nest Protects that are affected, remove them from the Nest app, and then set them up again. After that, enable and set your preferred time range for the monthly sound check of your Nest Protects again, observe, and let me know how it goes.

Best regards,

Zoe

[Rene_]

I’ve already done all of that. I even created a new home and added them all to the new home after doing a factory reset. 

[zoeuvre]

Hi all, 

@Rene_, thanks for the information, and I appreciate the gesture. By any chance, have you tried to test the monthly Sound Check through the Nest website? If not, try to test it in there as well and let me know it that works. 

@jlarrea and @mokkeri, I just want to check if you managed to see the response I mentioned above. Please let us know if you still have questions or concerns, as we'll be willing to assist you further. 

Thanks,

Zoe

[Rene_ · Accepted solution]

So I turned off the Sound Check about a week ago and left it off. Yesterday I turned it back on via the Nest Website link you provided. I just got the notification that it did the Sound Check today so that might be the fix. Let it sit off for about a week and then turn back off via the website. 

[zoeuvre]

Hello folks, 

@Rene_, alright! Sounds like a plan. I'll keep this thread open for a week while we wait for your update, but please be advised that as Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity.

@jlarrea and @mokkeri, I wanted to check and see if you are still in need of any help. Please let me know, as I would be happy to assist, and answer any questions you may have.
 

Best,

Zoe

[Rene_]

The issue seems to be fixed. As I mentioned above I turned it back on last night via the Nest website and it did the auto sound check this afternoon. 

[jlarrea]

I'm following @Rene_'s lead.  Just turned off sound check.  Will turn it back on next week and see what happens.

[Rene_]

Hi @jlarrea when you turn it back on turn in on via the Nest website Nest website . Good luck.

[zoeuvre]

Hey everyone, 

@jlarrea, thanks for keeping me in the loop. We want to make sure that everything will be taken care of —  I’ll keep this thread open and wait for your update.

@mokkeri, I hope you've already gotten the answer you are looking for. Please let us know if you still have questions or concerns, as we'll be willing to assist you more.
 

Regards,

Zoe

[jlarrea]

@zoeuvre I went in yesterday to try to change the setting back, but now the 2-factor authentication texts aren't being sent to my phone so I can't log into my account to change the setting back.  Sigh...

[zoeuvre]

Hi jlarrea, 

I'll merge this thread with the main post, where all the updates will be posted, so we can communicate effectively. You can follow the main thread for news because this one will be locked automatically once merged.
 

All the best,

Zoe