Connection Issue

[CRC_6]

Hi, I am looking for some help. Myself and my partner have been unable to access the Nest app for the past week or so at home, and keep getting the message 'Nest app had trouble communicating. Please try again.' I have tried resetting, restarting, updating, etc. but nothing works. I have also checked my internet settings and it still will not connect. Weirdly we can both get on the app away from home. Any help please?

[xlev]

I'll try.  First, when you say "you've been unable to access the Nest app" do you mean that you can open the app but  can't see your Nest thermostat?  Let's say the latter is the case.  The one thing I would do is turn off WiFi on both your cell phones, then open the Nest app and see if your Nest thermostat appears.  If that's the case somehow your cell phones (with WiFi enabled) is interfering with your routers ability to connect to the Nest Thermostat.  Most unusal but possible.  The solution is to move the router closer to the Nest or add a WiFi extender or booster.

[CRC_6]

Hi, the issue is that it will not let us log in to the app using 'sign in with nest' and gives the message. When we try 'sign in with Google' we get the loading circle for a while and then the login page if the app again.

[xlev]

But if you open the Nest app away from your home it works fine.  Doesn't make any sense to me. Maybe reinstall the Nest app on your phone or install the Nest app on another device like a computer and try that.  Good luck.

[CRC_6]

We have tried uninstalling/reinstalling the app, restarting the thermostat, updating everything, and still nothing.

[xlev]

Please confirm that you turned OFF WiFi on all your cell phones before trying to Open the Nest app in your home.  Also if you happen to have other WiFi devices that you take with you to and from your home, make sure their WiFi connections are disabled as well (e.g laptop).

[CRC_6]

I have narrowed it down to the app will not login with our Google accounts. It just keeps the loading circle and will not log in. It must be an issue with our broadband but I can not figure out what it is.

[poker7275]

Hello.  What devices are you using to connect to NEST while you are at home and away from home?

[zoeuvre]

Hi folks,

Thanks for chiming in, @xlev and @poker7275. 

@CRC_6, thanks for reaching out to us, and I'm sorry to hear that you're unable to access the Nest app and is getting error message. If you're having trouble accessing the Nest app on your home network but can't access it on a different network, it's possible that the issue is network-related. Follow these steps: 

1. First, reset your home network equipment by shutting it off and then turning it on again. This includes your modem, router and any other network devices you have. Turn them off, wait for around 30 seconds, and then restart them. Let the devices complete a full restart and reconnect.
2. Make sure your wifi network is working well and internet connection strong. Ensure other home devices can access the internet without any problems. 
3. Ensure that you examine the settings in your router and that there are no special configurations or security settings that could affect the connection to the Nest app. For instance, check any firewall settings, MAC address filtering or port blocking blocking that will affect the app.
4. Check whether your router is up-to-date in terms of the firmware version. Sometimes, old firmware is the source of compatibility problems with some applications. Check the manufacturer’s website for the router model and determine whether there is a firmware update available. 
5. If you have a VPN (Virtual Private Network) or a proxy server at home, disable them temporarily to rule out their interference with Nest app’s connectivity. 
    

Let us know how it goes.

Best,

Zoe

[CIRoue]

I've had a similar problem for days now, but any location in my case.  I cannot sign into the app:

"nest app had trouble communicating"

It's the correct credentials, because I get a different response if I deliberately use the wrong password.

Cannot sign into Nest website either.

Even though I know it's the right password, I've tried a reset anyway.  I'm also getting an error when submitting the new password, so it's not changing it.

I have a Workspace account (so cannot migrate), but my wife also has a Workspace account on the same domain and she doesn't have a problem.

It's not the app, I've tried reinstalling, and I get the problem in web browser too.

It's not the router.  It's been restarted.  And I get the problem on mobile data too.

It's not the phone.  It's been restarted, and I get the problem on my laptop's web browser too.

It's an account issue.

[CIRoue]

Still happening.  Therefore home and away aren't working.  Literally no obvious way to report the issue.  Is this the only place?

[zoeuvre]

Hi CIRoue, 

I'm sorry for the delayed response and to hear the inconvenience you're experiencing with signing into the Nest app and website. Don't give up on us yet—we'd like to further check on this. Could you fill out this form and let me know once you're done?

Thanks,

Zoe

[CIRoue]

What's the form?  I'm reluctant to even click on it.  Doesn't seem like a normal way to provide support.

[zoeuvre]

Hi there CIRoue, 

I understand your confusion; however, filling out the form with the information that is not allowed to be publicized will give us more insights about the issues you're having with our Nest Thermostat. After filling out the form, this will be cascaded to our team so we can take a closer look at it.

Regards,

Zoe

[CIRoue]

Hello Zoe, I saw you put an answer to me on another thread also.  I had a ticket open with Nest, if you have access to it...
3-9909000035242

What's confusing and irritating is the advice: I need to create an additional Google account due to Workspace accounts not working with Nest.

1. I don't understand the reason that a Workspace account cannot be used to sign in to Nest.  It seems I can use it for anything I like, unless it's something owned by Google.  Doesn't make sense.  I'm the Workspace administrator.  Why can't it be my choice?
2. My wife's Workspace account still signs in to Nest.  That's what I want.

One day my Workspace account allowed me to sign in to Nest.  The next day it didn't.  Google own both.  Google advised me to walk away from the account, it cannot be fixed, make a new one.