Nest App Freezing on IPad Pro

[duncvfr]

Hi, since installing (successfully) 2 Nest Protects to add to my 12 other Nest Thermostats I’ve had continuous problems with the App freezing on both my iPad pros BUT not on the iPhone 11 or my older generation iPad mini.

I’ve done all the usual resets, reboots, remove and reinstall apps..but it always freezes when trying to see the details of the Nests via the app. The screen becomes completely frozen and you have to wait up to 5 minutes for the app to crash and return to Home Screen.

any ideas (welcome).

[MelbaDT]

Hey duncvfr, 

Sorry for the delay but thanks for posting and for trying those steps already. Let's check on this further. 

A few questions — what is the iOS version of the iPad Pro devices where you're encountering this concern? Are they running the same Nest app version? Also, does this happen when your iPad Pro is connected to any other Wi-Fi network including mobile data if applicable?

Best, 

Melba

[duncvfr]

Hi

Works on iPhone 14.3

doesnt work (immediate freeze on selecting a room) on iPad Pro large 15.3.1

works on and off (freezes after some time) on iPad Pro 11. On 15.3.1

wprks all the time on iPad mini 4. 15.1

[duncvfr]

Sorry, all running latest Nest app version and doesn’t matter which Wi-Fi they are connected to (or even paired to the iPhone on remote)

[MelbaDT]

Hey there, 

This is odd. Adding more devices into the account should not affect the functionality of the Nest app. Based on what you've provided, one thing is common on the iPad Pro devices. They're both running on iOS 15.13.1. Could you try the following steps on both of your iPad Pro devices:

1. Verify the device’s Date and time settings are correct and should be set automatically.
2.  Confirm that the Nest app has permissions to use the tablet's location.
3. Check for any available iOS updates.
4. Force close your Nest app, clear the cache and data if applicable.
5. Uninstall then reinstall your Nest app.
6. Restart your iPad Pro. 
7. Reset app preferences. 
   • To do this, go to your iPad Pro's system Settings > Apps and notifications > See all apps > 3 dot menu > Reset app preferences.
   • Review the popup and tap Reset apps.
8. Make sure VPN is not enabled on your iPad Pro tablets. 

Keep me posted. 

Best, 

Melba

[duncvfr]

I think the reset you refer to is on Andriod..the 3 dot menu is android not apple?

[duncvfr]

there is no specific IOS setting i can see to allow Nest to use the tablets location (Nest doesn't show under location services on any iPad)

[ppr]

i’m trying to complete install of nest thermostat E and it keeps freezing on room selection page. i’m on an old iphone 6s plus

[Jenelyn_O]

Hi ppr,

Thanks for reaching out. Please try to reinstall your Nest app then try to proceed with the setup again to add your Nest Thermostat. If you encounter the issue again, just wait on the same page where it froze for at least 5-6 minutes. You can also use a different device to set up your thermostat like a tablet or a different mobile phone. 

Let me know how it goes.

Best,

Jenelyn

[zoeuvre]

Hi there,

I want 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.
 

Thanks,

Zoe

[zoeuvre]

Hello ppr, 

We haven't heard from you in a while, so we'll be locking this thread if there is no update within 24 hours. If you run into any more issues in the future, please feel free to create a new thread.
 

Regards,

Zoe